Travelling
Rehan Sayed
Team Lead - Operations
Pune
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
21
21
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Team Leader
AM Infoweb
Pune
06.2022 - Current
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Conducted regular reviews of operations and identified areas for improvement.
Case Management Specialist
AM Infoweb
Pune
01.2020 - 05.2022
- Provided safety planning, crisis intervention and case management to clients.
- Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavors to successful completion.
- Informally mentored new case managers and service coordinators, answering questions, offering opportunities to shadow and observe and explaining basic information about company procedures.
- Communicated with supervisor regarding issues related to case management, resourcing, service collaboration and development of new resources.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Fulfilled roles of legal videographer, digital court reporter and production assistant.
- Supported administration and research processes for civil litigation cases.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Proven ability to learn quickly and adapt to new situations.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Worked well in a team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
- Passionate about learning and committed to continual improvement.
Senior Associate
Netscribes India Pvt Ltd
Mumbai
07.2017 - 02.2019
- Spoke to customers in native language to increase loyalty and establish relationships.
- Defined work plans in alignment with stakeholder requirements.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Proven ability to develop and implement creative solutions to complex problems.
- Identified issues, analyzed information and provided solutions to problems.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Applied effective time management techniques to meet tight deadlines.
- Passionate about learning and committed to continual improvement.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Customer Service Associate
Amazon
Pune
06.2016 - 06.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Bachelor Of Engineering - Electrical, Electronics And Communications Engineering
SRCOE - SPPU
Pune 08.2012 - 12.2020
SSC -
St. Aloysius High School
Bandra West, Mumbai 06.1999 - 03.2010
HSC - Computer Science
Rizvi College
Bandra West, Mumbai 08.2010 - 04.2012
Skills
Account management
Client Service
Staff education and training
Complaint resolution
Teambuilding
Written Communication
Interpersonal Communication
Active Listening
Organization and Time Management
Knowledgeable in MS Excel, Word, PowerPoint
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 33 agents.
- Handled two clients at a time.
Certification
Future Leadership Program, AM Infoweb - 8 weeks
Interests
Reading
Writing short poems and two liners
Motorcycle Touring
Timeline
Team Leader
AM Infoweb
06.2022 - Current
Future Leadership Program, AM Infoweb - 8 weeks
03-2022
Case Management Specialist
AM Infoweb
01.2020 - 05.2022
Senior Associate
Netscribes India Pvt Ltd
07.2017 - 02.2019
Customer Service Associate
Amazon
06.2016 - 06.2017
Bachelor Of Engineering - Electrical, Electronics And Communications Engineering
SRCOE - SPPU
08.2012 - 12.2020
HSC - Computer Science
Rizvi College
08.2010 - 04.2012
SSC -
St. Aloysius High School
06.1999 - 03.2010