Salma Mehboob Sayeed

• Strong project management skills, with a proven ability to lead end-to-end project execution, including planning, scheduling, resource allocation, requirement gathering, and on-time delivery.
• Demonstrated experience in ensuring effective business continuity, planning, and successful project delivery.
• Hands-on experience with Customer Relationship Management (CRM) systems and processes.
• Proven ability to coordinate cross-functional teams to meet performance goals and project objectives.
• Proactive in communicating project status, risks, and mitigation plans to stakeholders at all levels.
• Expertise in stakeholder management — assembling teams, defining project scope, establishing success criteria, assigning responsibilities, managing change, risk, and communications.
• Skilled in conducting internal audits to identify process gaps, and implementing sustainable solutions to enhance customer experience.
• Ability to inspire and motivate teams to meet ambitious goals, and perform under tight timelines.
• Efficient in managing client, business, and stakeholder relationships, with a focus on collaboration and satisfaction.
• Experienced in setting and managing quality expectations to ensure adherence to performance standards.
• Capable of identifying, addressing, and resolving escalations and issues in a proactive manner.
• Adaptable to change, with a high tolerance for risk and uncertainty.
• Strong background in people and process management, with a customer-centric approach.
• Excellent team engagement and leadership capabilities, fostering a collaborative work environment.
• Effective project delivery through solid project management and execution skills.
• Working knowledge of Agile/Scrum methodologies, with a focus on continuous improvement.
• Exceptional communication and interpersonal skills are needed to boost team morale and maintain high-performance standards.

• Handled escalations at the highest point of Contact.
• Handled CMS (Call management system) and Assigned task to the advisers.
• Performed audit checks for the individual adviser.
• (From February 2019 till May 2021).

In June 2021 was moved to different department - Vodafone PAYG care.

Worked in PAYG Care as an adviser till December 2021.

From January 2022 Started handling the new batches as an SME till 30 September 2023.

• Handling CMS (Call management system) & checked login activities for the team members.
• Daily Team meeting/briefings to set daily task for the advisers.
• Provided support to the adviser on process knowledge so they can help the customer and provide end to end resolution to the customer.
• Conducted quick sessions for the team to help them navigate the business tools.
• Analyzed the reports and feedback the advisers to discuss the performance for the individuals.
• Hosting Engagement Activities to strengthen Team Bond.
• Maintaining Team stats and altering required parameters as per Business requirements.
• Monitored Team Performance.
• Helped the team members to achieve their dedicated goals

• Managed call queue.
• Provided support to junior team members.
• Handled customer escalation from the team members to providing end resolution to end resolution to the customer.
• Performing audit and quality checks.
• Conducting training sessions for team.
• Discussing achieved targets and goals.
• Trained and provided coaching to junior team members.