Sadique Ameen

• Monitored calls, emails, chats, and surveys to ensure compliance with performance standards, enhancing overall service quality.
• Identified operational gaps and implemented corrective actions to enhance efficiency and satisfaction.
• Provided structured feedback and conducted briefings to elevate skills of underperforming agents.
• Led cross-functional calibration sessions and performed dip checks to validate training effectiveness.
• Managed stakeholder relationships through detailed performance reports and strategic feedback, strengthening collaboration and alignment on performance goals.

• Oversaw daily store operations, managing inventory lifecycles and budgets to consistently meet financial targets.
• Led recruitment efforts, workplace scheduling, and staff wellbeing initiatives to foster a high-performing team.
• Ensured compliance with brand standards by maintaining an inviting store environment and operational SOPs.
• Collaborated with head office on new store openings and contributed to regional process improvements.

• Identified operational gaps through product expertise and delivered actionable, data-driven process enhancements.
• Engaged daily with stakeholders to exchange innovative ideas, optimizing workflows and enhancing customer experience.
• Ensured 100% scope achievement and on-time delivery of UAT projects with zero error rates in reporting.

Acted as lead SPOC for 3G network and switch issues, achieving 100% resolution per TRAI and T-SOG guidelines.

Managed high-level nodal appellate and media-based escalations, maintaining customer satisfaction and process integrity.

Resolved network configuration and roaming issues within strict turnaround times, managing SIM and device inventory across multiple zones.

Leveraged technical expertise in GPRS mobile devices and CRM databases to oversee MIS reporting and resolve complex data queries.

Analyzed CSAT reports and repeat call patterns, enhancing back-office accuracy and customer experience.

Led back-office management projects, ensuring fulfillment of KPIs.

Performed transactional audits and dip checks to identify skill gaps and provided targeted coaching for BQ/MQ agents to enhance performance.

Led internal/external calibrations and implemented new SOPs to ensure precise process execution and financial audit accuracy.