Sayed Ahmad

Duration: 4th-Oct-2021 To Till Date

Designation: Assistant Manager Operations ( Account Manager Partner Management )

LOB- Swiggy Chat And Order Management Team

Joined as an Account Manager for Customer Delight and Partner Management

Handling 4 Outsourced Partners with an FTE of 550 Plus.

Managing the OSP from the different cities.

Service Partner Managed – DRITM, SSG, BPOC, HRH, Tech-M, Kochar, CBSL In Chat and OMT

Managing FTEs based on business requirements and business Projections by the Business Team

Abysmal performance management every month to improve the OSP Performance and RNP

Responsible for driving customer delight metrics, OSP Performance Validating RNP Metrics, Daily OSP Wise daily cadence call with each OSP to drive the overall transaction at OSP Level and Important Discussion and Daily Review with OSP/Quality / Training on OPS Key metrics- Quality - ATA/CMP/EQ/IQ/ Fatal and TLs and QA Wise overall quality performance

Conducting daily/WBR/MBR/Stakeholders holders to ensure performance is intact

Surprise Visit To OSP Location

MSA/ Amendment

OSP On-Time Invoice Closer

BCP/ IT Infare Regulars Checks

Ensuring hourly-wise manpower is maintained vs skeleton to drive service levels

Daily Call with OSPs to identify areas of opportunities

End to End OSP Transition. Operations/ Quality/ Training

Agent Level To Manager level Hiring

Project Handled - Crowd source agent-level hiring to manage volume

In the Year 2022 managed 900 Crowd Source managed own to deliver the excellent customer to our customers

Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.

Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.

Duration: 13th-Aug-2020 To 30-Sep-2021
Designation: Assistant Manager Operations.
Process: Amazon India
LOB- Voice & MU Amazon Customer Service
People Management
Monitoring and maintaining the Span’s performance.
Metting the set target of span and individual stake holder of the span
Worked on Shrinkage & attrition
Handling a Span of 5 TLs
Weekly Quality Session
Handling Escalations.
Maintaining C-SAT Score
Hourly Productivity Tracking
PKT
Manage RTM & Maintaining Breaks
Taking care of new Hiring Interviews & Training
Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Mentored team members to enhance professional development and accountability in workplace.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Introduced new products or services, increased marketing activities and improved customer service to drive sales.

Organization: Tech Mahindra LTD

Duration : 5th Sep-2017 To 3rd Feb-2020 2 Years 5 Months

Designation: Team Leader Operations.

Process: OYO Rooms.com Inbound Customer Service and Inbound Sales

Key High Highlight- Two Times Winners of Pan India OSP Wise Winners on Highest Review and Sales Rewarded by the CEO Of OYO Rooms And Tech Mahindra. LTD

Client Servicing

SL

Roster

People Management

Work on Shrinkage & attrition

Handling a team of 25

Monitoring and maintaining the Team's performance.

Maintaining Answering Level

Weekly Quality Session

Successfully maintained a valid driver's license and access to reliable transportation.

Resolved problems, improved operations, and, provided exceptional service.

Developed team communications and information for meetings and Growth Path for a team

Knowledge Transfer within the team to enhance their performance

Designation: Team Leader Operations

Process – SNAPDEAL.COM On-Line Shopping Website

Worked as Team Leader in Customer service Email & Escalation

Job Profile

Agent Level overall Productivity

Feedback sharing

Floor decorum

Daily Briefing & Process Level New Updates

Performance and Feedback Sharing (APR)

Data Allocation and Mapping

Hourly Report Sharing with the Client (Email& Escalation)

Hourly Productivity Tracking

Manage Team of 35 Associates

Improving Process level KPI like Service level, Quality, Repeat & call handling skills.

Maintaining database and trackers for the entire team for all

Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.

Sat on new hire interviewing panel and made recommendations.

Organization: Snapdeal.com (Jasper InfoTech Pvt. Ltd.) Duration: 1st Dec 2011 to May 2016 4 Years 6 Months Designation: Sr. Executive OPS & Product Management Profile- Team Handling / Escalation Team – Technical Help Desk (Pre-Sale Post Sale Query & Complaint) Project Worked On - Product Management Team Process - Q&A and Reviews Job Profile.

Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.

Monitored company inventory to keep stock levels and databases updated.

Onboarded new temps by entering employee information into systems.

Successfully maintained clean, valid driver's license and access to reliable transportation.

Team Handling /Floor Support

Handling Team Escalation.

Coordinate with Vendor

Data assigning ,Monitoring Team productivity and quality

Case Study & RCA.

Manage Team Roster.

Worked with Product Management Team in Q&A Customer Reviews.

Handling Q&A and Customers Reviews /UGC (user generated contents )

Handling Partner (FOWIE) and Bangalore Team/ Daily reports.

Answer Customer’s Question Post on The product Page Related to the Products.

Process Worked On - Product Care & Order Management Team.

Job Profile - Case Owner Post Complain Backend

Handled Customer Complaints

Case Study.

Arrange call back to the customer in given TAT.

Handel Call Center Escalation.

Planning & Execution of reverse pickup cases.

Arranging reverse pickup &ensuring timely pickup of shipments by coordination with courier partners.

Following up with courier partners for scheduling & re-scheduling of failed pickups.

Following-up with Sellers/Suppliers for Order Dispatch, Delivery shipment deliveries& customer complaints.

Arranging replacement & short shipment (Missing Accessories) against customer complaints.

to Balance Deduction, Complaint related to VAS Services,

Handel Network Related Complaint

Recharge and Offer Related Query

Floor Escalations

• Developed team communications and information for meetings.
• Improved operations through consistent hard work and dedication.