Summary
Overview
Work History
Education
Skills
Accomplishments
References
Disclaimer
Timeline
Generic
Sha Syed Ataulla

Sha Syed Ataulla

RT Nagar post BENGALURU

Summary

Versatile Senior Manager specializing in relationship management & retention and skilled at planning, implementing, and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.

Overview

22
22
years of professional experience

Work History

Senior Manager

Nestaway Technologies Pvt Ltd.
7 2015 - Current
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • I had team of 110 reps, team leads, and assistant managers championing customer success, and I happened to rebuild the 'Zonal Relationship Team' and worked at the 'CEO's office' for escalations.
  • Improved CSAT from 2.1 to 4.8
  • I worked to build an automated dispute resolver, aka ADR
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • I led cross-functional teams to achieve project milestones and deliver high-quality results.
  • Increased customer satisfaction with timely project deliveries and seamless communication.
  • Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.
  • Mentored junior staff members for skill development and career progression within the organization.
  • Balance competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
  • Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
  • Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.

Assistant Manager

Taxiforsure
02.2012 - 03.2013
  • Managed team of 50+ members answering incoming calls for Taxi bookings
  • Adhered to SLA's and conducted fun activities for employees.
  • Improved customer satisfaction by addressing and resolving complaints promptly
  • Supervised day-to-day operations to meet performance, quality and service expectations
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks

Assistant Manager

Easycabs
11.2010 - 09.2011
  • Managed a team of 45 members assisting customers with Taxi bookings
  • Adhered to SLA's and conducted fun activities for employees.

Team Lead

Meru Cabs Company Pvt Ltd.
03.2008 - 10.2010
  • Handled team of 15 agents, took bookings, coordinated with fleet management, and raised complaint tickets
  • Grooming and mentoring the team for better output. Daily team huddles and process training to new joiners was one of the key contribution.

Process Associate

First Indian Corporation Pvt Ltd.
03.2006 - 10.2007
  • I worked for PHH Mortgage Bank Process, responsible for downloading and uploading orders and cases
  • Assisted new associates and trained them.

Claim Analyst

Affiliated Computer Services India Ltd.
08.2003 - 12.2005
  • Processing dental insurance claims for client METLIFE by analyzing whether the right and correct issue code was used as per the medical association and insurance company standards.
  • Verified insured and dentist details and processed payments for approved procedures.
  • Processing 80 claims per day was the standard output.

CSR

DSS Mobile Communications Ltd.
04.2002 - 02.2003
  • Provided product information, solutions, and registered complaints for customers
  • Handled corporate and individual queries.
  • Worked for a semi dedicated desk which caters to different companies for logging their queries or complaints, registering or booking visits and appointments
  • I managed to answer 50 client calls on daily basis

Education

B.Com -

Gandhi institute of Technology and Management college, GITAM University

PUC - undefined

RIOS, RIOS

Diploma - undefined

National Apollo Institute of Technical Training, National Apollo Institute of Technical Training

SSLC - undefined

Tejaswini English School, KSSEB

Skills

A Mentor, Coach, and Strong Motivator

I possess business acumen in problem solving and customer first as a success mantra

  • Strategic Planning

  • Talent Development

  • Cross-Functional Collaboration

  • Data Analytics

  • Troubleshooting and problem resolution

  • Strong believer in Data Analytics and a Strategist

  • Effective communicator and People Manager

  • Customer Relationship Management

  • Negotiation and Conflict Resolution

Accomplishments

  • I have spearheaded multiple projects (Early Payout, IDR- Instant Deposit Refund, SROHAO-SD Recovery) another project “Welcome Calling” which was a game changer since this communication was about introducing the policies of the organization to the clients. This project really helped the organization to stop the leakage of money and better resource management which was unwillfully spent on the services, repairs, and maintenance. The emphasis on policies to clients brought in a significant drop in the disputes which were arising during the initial days of signup or during the exit.
  • I did start a team with 1 consultant working with me and scaled to 110 consultants with 3 Assistant Managers, 7 Team Leads and 2 Quality Analysts.
  • Spearheaded migration of Customer Care CRM to an internal tool - evaluated user requirements and developed PRD. Liaised with Tech & Product for deployment of the CRM across Customer Experience teams and designed training program for ~150 Associates on the new CRM. Resulted in cost saving of INR 1800/user/month.
  • Achieved 20% reduction in Services & Maintenance costs by identifying and rectifying critical process gaps that led to revenue leakage.
  • Identified critical financial reporting process gaps & proposed product solutions to plug overreporting of a metric by 20-30%.
  • I did work on automation of responses/answers to the queries for certain types which can be answered through a machine known as ADR (Automated Dispute Resolver).
  • I have been a meaningful communicator, a mentor and coach. I also recognize and appreciate achievers alongside device plans to improve the Bottom Performers.

References

  • Jugal Kishore, Services Head pan india, Nestaway Technologies Pvt Ltd., 9816229353
  • Srinivas Leeladhar, Ex - AVP, Nestaway Technologies Pvt Ltd., 9886170709

Disclaimer

I do hereby declare that the information provided above is true, complete, and correct to the best of my knowledge.

Timeline

Assistant Manager

Taxiforsure
02.2012 - 03.2013

Assistant Manager

Easycabs
11.2010 - 09.2011

Team Lead

Meru Cabs Company Pvt Ltd.
03.2008 - 10.2010

Process Associate

First Indian Corporation Pvt Ltd.
03.2006 - 10.2007

Claim Analyst

Affiliated Computer Services India Ltd.
08.2003 - 12.2005

CSR

DSS Mobile Communications Ltd.
04.2002 - 02.2003

Senior Manager

Nestaway Technologies Pvt Ltd.
7 2015 - Current

B.Com -

Gandhi institute of Technology and Management college, GITAM University

PUC - undefined

RIOS, RIOS

Diploma - undefined

National Apollo Institute of Technical Training, National Apollo Institute of Technical Training

SSLC - undefined

Tejaswini English School, KSSEB

Similar Profiles

CREATE PROFILE
Sha Syed Ataulla