Shaik Hidayatullah

Summary :

• Highly qualified, detail-oriented and hardworking Senior Team Leader. Quick learner and enjoy challenges. Works well with others and individually. Dedicated leader with demonstrated ability to train, manage and motivate team members to achieve set goals and organizational objectives.

Roles and Responsibilities:

• Manage daily team activities to ensure operations run smoothly.
• Continuous feedback and coaching. Use “five why’s” technique to uncover root of the problem.
• Skilled in leading high-producing teams (ranging from 10 to 25 individuals) to increase productivity and efficiency.
• Responsible for guiding and overseeing all activities within team.
• Monitor team performance and report on metrics.
• One-One with team and scheduled weekly team meetings.
• Share reports with thorough analysis of SLA misses.
• Performance management and appraisals for team.
• Drive team adherence and manage scheduling.
• Handling Escalations.
• Initiating performance management strategies - action plans, BQ planning.
  Responsible for people/employee career development.
• Discovered training needs and provided coaching 1-1.
• Coordinated weekly meetings for internal and external groups
• Conducted training and mentored team members to promote productivity and commitment to friendly service
• Cross-trained and provided backup support for organizational leadership

Summary:

• Team Leader with organizational skills, customer service, teamwork and communication in both verbal and written excellence, managing for daily improvement.

Roles and Responsibilities:

• Supervising team of 15 and mentoring and guiding towards achieving assigned key process indicators in DoD and WoW.
• Worked and communicated with Managers and Team Members, and other Departments to meet client SLA and key performance indicators as required.
• Provided ongoing information to Managers and senior leads regarding team member performance and participate in performance discussions.
• Providing training and mentoring for team coaches and team supervisors when applicable.
• Providing excellent oral and written communication and interpersonal skills.
• Directing and leading daily team meeting with focus on addressing concerns and gaining there trust and as well maintain connect with team.
• Coordinated weekly meetings for internal and external groups

Summary:

• Results-driven, skilled Subject Matter Expert (SME) focused on achieving success and increased productivity through improvements in operations, quality, safety and administration.
• Dedicated leader with demonstrated ability to train, manage and motivate team members to achieve organizational objectives.

Duties And Responsibilities :

• Providing knowledge, resources and information to support agents
• Address customers concerns accurately and timely.
• Assist advisors with online support and process updates.
• Coaching and training agents on improving Customer Interaction and offering advisors guidance

Summary:

• Main goal will be to effectively address customer issues, complaints and inquiries in a timely manner.

Duties and responsibilities:

• Manage inbound customer chats in a timely manner.
• Identify customers’ needs and wants, give our best to clarify information
• Follow our company's communication “scripts”
• Build strong relationships with customers
• Follow our customer engagement strategy
• Meet qualitative and quantitative targets