Client Management System
SAIF SIRAJ
Team Manager
Bengaluru,KA
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 11+ years of extensive leadership experience in Client Operations & Experience Industry. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Senior Team Manager - Client Operations
Life Foundation
02.2023 - Current
- Fostered a culture of innovation within the team, encouraging members to develop groundbreaking ideas and solutions that contributed to business growth.
- Acted as a liaison between upper management and team members, ensuring smooth flow of information to facilitate informed decision-making processes.
- Optimized resource allocation to ensure timely completion of projects without compromising quality standards.
- Reduced employee turnover rate by fostering a supportive work environment and addressing individual concerns promptly.
- Evaluated individual performances objectively, identifying areas of improvement and providing tailored guidance for career growth.
- Spearheaded strategic planning efforts, aligning team goals with organizational objectives for sustained growth.
- Coordinated cross-functional collaboration, facilitating seamless information exchange between departments for successful project completion.
- Assessed risks proactively and implemented mitigation measures, minimizing potential negative impacts on projects.
- Established clear performance metrics and provided constructive feedback to enhance overall team competence.
- Developed comprehensive training programs, resulting in improved skill sets and job satisfaction among team members.
- Promoted knowledge sharing within the team through workshops and seminars, fostering professional development among members.
- Cultivated strong relationships with clients, consistently exceeding their expectations and ensuring repeat business opportunities.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
Team Leader - Customer Service Senior Analyst
Accenture
04.2022 - 01.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
Specialist - Team Leader
First Advantage Global Operating Centre
04.2017 - 04.2022
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Conducted comprehensive competitor analysis to inform strategic decisions.
- Developed training materials to enhance staff proficiency and productivity.
- Restructured customer service process, ensuring quicker response times.
- Conducted in-depth market research for identifying new business opportunities.
- Optimized inventory management, minimizing waste and reducing costs.
- Increased efficiency by automating routine tasks with software solutions.
Customer Care Service Representative
HSBC Electronic Data Processing
02.2016 - 03.2017
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Developed and maintained a deep understanding of evolving industry trends, ensuring the ability to provide informed recommendations and effectively address client inquiries.
- Maintained high-quality service standards with thorough knowledge of company products, policies, and procedures.
- Assisted in the implementation of innovative process improvements that led to more efficient task completion within the department.
- Coordinated closely with other departments such as sales or billing teams to promptly address any interrelated concerns impacting overall client satisfaction levels.
- Exceeded performance targets consistently through diligent follow-up on open cases and effective time management techniques.
- Maintained customer records by updating account information.
- Implemented feedback from quality assurance reviews to continually improve performance metrics.
- Supported special projects as needed, showcasing flexibility and adaptability in a fast-paced environment.
- Balanced competing priorities to meet deadlines while maintaining exceptional customer care standards.
- Created personalized solutions for customers by leveraging expert product knowledge and understanding their unique needs.
- Cultivated strong relationships with clients through proactive outreach efforts, ultimately driving repeat business opportunities.
- Reduced call wait times for customers by streamlining processes and implementing efficient call routing strategies.
- Boosted first-call resolution rates by conducting research on complex inquiries before escalating to higher-level support staff.
- Utilized CRM software effectively to update customer information, track interactions, and manage cases.
- Provided professional guidance to colleagues as a subject matter expert in key areas of customer care operations.
- Demonstrated empathy and active listening skills, building rapport with customers to foster long-term loyalty.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Customer Service Executive
First Advantage Global Operating Centre
05.2014 - 02.2016
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Met customer call guidelines for service levels, handle time and productivity.
Officer International Outsourcing
Transgeneze Solutions PVT LTD
11.2012 - 10.2013
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Improved department efficiency by streamlining and implementing policies and processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Developed effective improvement plans in alignment with goals and specifications.
Education
Bachelor of Commerce - Finance & Accounting
Rabindranath Tagore University
04.2001 -
Associate of Commerce And Business Administration -
Karnataka State Secondary Education Board
04.2001 -
High School Diploma -
Christ High School
04.2001 -
Skills
Customer Focus
Coaching and Mentoring
Influencing skills
Financial Acumen
Innovation management
Operational Excellence
Performance Coaching
Performance Appraisal
Stakeholder Management
Teamwork and Collaboration
Customer Service
Positive Attitude
Software
Oracle Invoicing
Customer Service Management - Citrix
Timeline
Senior Team Manager - Client Operations
Life Foundation
02.2023 - Current
Team Leader - Customer Service Senior Analyst
Accenture
04.2022 - 01.2023
Specialist - Team Leader
First Advantage Global Operating Centre
04.2017 - 04.2022
Customer Care Service Representative
HSBC Electronic Data Processing
02.2016 - 03.2017
Customer Service Executive
First Advantage Global Operating Centre
05.2014 - 02.2016
Officer International Outsourcing
Transgeneze Solutions PVT LTD
11.2012 - 10.2013
Bachelor of Commerce - Finance & Accounting
Rabindranath Tagore University
04.2001 -
Associate of Commerce And Business Administration -
Karnataka State Secondary Education Board
04.2001 -
High School Diploma -
Christ High School
04.2001 -
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