Shaik Hidayatullah
Hyderabad
Summary
Results-driven Associate Manager with 15 years of experience in BPO operations, focusing on team leadership and client management. Led initiatives to enhance service delivery and client satisfaction through effective escalation handling and root cause analysis. Skilled in workforce management, performance appraisals, and designing training programs that develop high-performing teams and strengthen organizational capabilities.
Overview
15
15
years of professional experience
Work History
Associate Manager - Account Management
Sutherland Global Services
11.2024 - Current
- Directed daily BPO operations, ensuring SLA and KPI achievement through effective workforce management.
- Oversaw service delivery compliance and optimized processes to ensure business continuity and meet client expectations.
- Monitored key performance metrics through MIS reporting, initiating corrective actions to resolve SLAs.
- Developed strategic plans for workforce forecasting, capacity planning, and resource allocation.
- Utilized data-driven decision-making to support variance analysis and mitigate risks.
- Implemented performance appraisals and coaching to enhance employee engagement and succession planning.
- Designed and delivered training programs and onboarding modules to elevate team capabilities.
- Promoted structured coaching and quality assurance feedback to support career development and foster continuous learning.
Senior Team Leader
05.2020 - 11.2024
- Oversaw daily team activities, ensuring operations aligned with SLA and client KPI goals to enhance service delivery.
- Managed escalations effectively, ensuring prompt resolution to maintain client satisfaction.
- Monitored team performance against metrics, analyzing SLA misses to identify improvement areas.
- Initiated performance management strategies, including action plans, to proactively address issues.
- Conducted regular coaching sessions, motivating team members to achieve performance targets and improve engagement.
- Guided team members through regular feedback and performance evaluations to foster growth.
- Developed and implemented career development plans, enhancing team contributions to the organization.
- Supported staffing, hiring, and training activities, contributing to team capacity for business expansion.
Team Leader
Knoah Solutions
Hyderabad
05.2017 - 04.2020
- Supervised team of 15, ensuring achievement of key performance indicators.
- Developed and delivered training materials for new hires and existing staff, enhancing onboarding and skill development.
- Developed comprehensive training programs to enhance skills in customer service and teamwork.
- Conducted training sessions for coaches and supervisors, fostering a culture of continuous improvement.
Subject Matter Expert
Knoah Solutions
Hyderabad
05.2015 - 04.2017
- Equipped agents with knowledge, resources, and information to improve performance and customer service.
- Develop and update training materials to ensure agents have access to the latest process updates and best practices.
- Coach and train agents to enhance their customer interaction skills and overall performance.
- Supported advisors with online assistance, delivering real-time guidance and solutions to elevate customer interactions.
- Oversee quality assurance initiatives to ensure compliance with industry standards and regulations.
- Coached and trained agents to strengthen customer interaction skills and boost overall performance.
Customer Service Representative
Knoah Solutions
Hyderabad
01.2011 - 03.2015
- Resolve customer issues, complaints, and inquiries promptly and effectively to ensure customer satisfaction.
- Managed inbound customer chats, utilizing effective communication and problem-solving skills to address inquiries.
- Assessed and identified customers' needs and preferences to provide tailored assistance.
- Clarify information regarding products, services, and policies to ensure customer understanding.
- Built and nurtured relationships with customers through proactive engagement and empathetic communication, enhancing overall satisfaction.
- Meet or exceed qualitative and quantitative performance targets related to customer service metrics.
- Adhere to company communication protocols and 'scripts' to maintain consistency and professionalism.
- Utilize CRM systems and ticketing tools proficiently to document customer interactions.
Education
Bachelor of Science - Computer Science
Andhra University of Distance Education
Visakhapatnam, AP12.2024
Intermediate Board of Education -
APMPC Gowtham Junior College
AP08-2001
Skills
- Team leadership and supervision
- Service delivery and client satisfaction
- Account and client management
- BPO operations and escalation handling
- CRM and ticketing systems
- Root cause analysis and performance metrics
- Process improvement and operational efficiency
- KPI management and quality assurance
- Conflict resolution and training development
- Stakeholder engagement
Timeline
Associate Manager - Account Management
Sutherland Global Services
11.2024 - Current
Senior Team Leader
05.2020 - 11.2024
Team Leader
Knoah Solutions
05.2017 - 04.2020
Subject Matter Expert
Knoah Solutions
05.2015 - 04.2017
Customer Service Representative
Knoah Solutions
01.2011 - 03.2015
Bachelor of Science - Computer Science
Andhra University of Distance Education
Intermediate Board of Education -
APMPC Gowtham Junior College