Sadik Shaikh
Manager - Client Servicing And Operations
Dewas
Summary
Dynamic operations manager with a proven track record at Ernst & Young LLP, excelling in team leadership and client management. Skilled in effective problem-solving and communication, I have enhanced customer satisfaction and driven process improvements, achieving operational excellence while fostering a motivated workforce.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Manager - Client Servicing and Operations
Ernst & Young LLP
06.2022 - Current
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Improved marketing to attract new customers and promote business.
Operations Manager
AuthBridge Research Services Private Limited
04.2019 - 05.2022
- Managed the Employment Verification Department with a focus on accuracy, productivity, and service delivery.
- Facilitated training and development initiatives to enhance team capability and performance.
- Collaborated with cross-functional teams to drive process improvements and operational efficiency.
- Led employee engagement and retention activities to maintain a motivated and stable workforce.
- Processed, managed, and adhered to all regulatory and compliance requirements.
- Maintained strict adherence to internal and external audit standards.
- Oversaw workflow management to consistently meet quality benchmarks.
Assistant Manager - Operations
Teleperformance
08.2016 - 03.2019
- Established strong client management capabilities, consistently recognized as a key strength throughout 4.5 years of BPO experience.
- Planned and executed contingency strategies related to manpower, workflow, and operational processes.
- Monitored the implementation and adherence of operational processes to ensure consistency and efficiency.
- Assisted the Operations Manager in overseeing day-to-day business operations.
- Drove operational performance to achieve quality of service (QoS) benchmarks and delivery expectations.
- Managed hiring and manpower planning based on FTE requirements to support delivery goals.
- Trained and guided operations teams on best practices, organizational policies, and service excellence standards.
- Acted as a client-facing point of contact for all process-related discussions, including negotiations on the RNP matrix.
- Worked on qualitative metrics, implemented relay audits, Audit for Results, and parameter-wise performance tracking.
- Implemented compliance checks and drove improvements across major KPI initiatives
Team Leader - Operations
Teleperformance
07.2015 - 07.2016
- Developed team strategies to achieve operational and performance goals.
- Provided comprehensive training to team members to enhance skill levels and productivity.
- Communicated clear and actionable instructions to ensure smooth task execution.
- Monitored and coached team members to drive individual growth and process improvement.
- Managed the day-to-day operational workflow to maintain efficiency and service quality.
- Fostered a positive and collaborative team environment.
- Ensured adherence to the TOPS methodology across all activities.
- Managed SOPs and delivered training/assistance to new team members.
- Shared daily process updates, conducted briefings, and administered test calls to reinforce process knowledge.
Technical Support Representative
Teleperformance
09.2014 - 06.2015
- Provided technical assistance to customers and resolved queries with accuracy and efficiency.
- Promoted new software updates and technology features to enhance customer adoption.
- Coordinated with service centers to ensure timely service delivery and issue resolution.
- Arranged required spare parts by liaising with warehouse teams for faster turnaround.
- Maintained optimal AHT and consistently achieved target quality scores.
- Ensured high levels of customer satisfaction in every interaction.
- Assisted managers by identifying top VOC themes and key customer pain points to drive improvement initiatives.
Education
Bachelor of Engineering - Mechanical Engineering
Rajiv Gandhi Tehnical University
Bhopal, India 04.2001 -
Skills
Team Leadership & People/Process Management
Certification
Six Sigma - Green Belt
Accomplishments
- Successfully penetrated a major top-tier tech client, driving a 113% year-over-year revenue increase.
- Implemented process automations and BOT solutions, enhancing operational efficiency and increasing overall productivity by 31%.
- Project-managed the development of a new product, “Document Authenticator,” and successfully pitched and onboarded a leading global tech giant as a key client.
- Received the “Kudos" (Top Manager) award twice during the tenure for exceptional leadership and performance.
Languages
English
Advanced (C1)
Timeline
Manager - Client Servicing and Operations
Ernst & Young LLP
06.2022 - Current
Operations Manager
AuthBridge Research Services Private Limited
04.2019 - 05.2022
Assistant Manager - Operations
Teleperformance
08.2016 - 03.2019
Team Leader - Operations
Teleperformance
07.2015 - 07.2016
Six Sigma - Green Belt
01-2015
Technical Support Representative
Teleperformance
09.2014 - 06.2015
Bachelor of Engineering - Mechanical Engineering
Rajiv Gandhi Tehnical University
04.2001 -