Shaik Mansoor S. A
Team Manager/Trainer
Summary
Drawing upon my substantial background in operational leadership and strategic expertise, I aspire to drive organizational excellence. Actively pursuing an Operations Manager role, I aim to optimize processes, cultivate cross-functional collaboration, and introduce innovative solutions to elevate efficiency, meet key performance indicators, and actively contribute to the overarching success and growth of the organization.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
5
5
Languages
Work History
Team Manager
Equiniti India Pvt Ltd
03.2024 - Current
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
Operations Manager
Tecdale Group
11.2021 - 03.2024
- As an experienced operations manager adept at optimizing intricate processes, I led a 20-member team in conceptualizing, implementing, and refining a comprehensive system
- Guide a 20-person team in intricately managing the customer support queue, specifically focusing on US and CA voice operations
- Leveraged the CAPA process to meticulously investigate and address adverse trends in problem occurrence and workflow
- Implemented strategic actions to minimize the risk of recurrence, ensuring a comprehensive approach to continuous improvement
- Managed staff by ensuring proper training, deployment, counseling, and motivation to meet current and future business needs
- Actively coached and developed direct reports for optimized performance
- Facilitate seamless coordination with international clients, ensuring the delivery of optimal service
- Monitoring individual and team performances and submitting weekly, monthly and yearly reports
- Preserve account health and sustain KPI according to client requirements
- Developed a system for tracking progress, measuring performance, and providing feedback to the team
- Deliberately mentored and coached team members, employing strategic guidance to cultivate an environment conducive to sustained and successful performance
- Spearheaded targeted training programs to elevate team performance, resulting in a noteworthy improvement in CSAT scores and overall customer satisfaction
- Streamlined workflows and operational enhancements that yielded a reduction in AHT, optimizing service delivery without compromising quality
- Effectively managed team staffing levels, ensuring optimal resource allocation to meet evolving customer demands and maintain service excellence
Team Leader Voice Process
Tecdale Group
11.2020 - 11.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Customer Relations Executive
Teleperformance DIBS
09.2019 - 10.2020
- Maintained an overall quality score of 94% and a CSAT rating of 96%
- Handling intricate client inquiries pertaining to Adobe Creative Cloud and Document Cloud intricacies
- Providing a resolution for clients related to billing and account management
- Executing alterations to clients' accounts in accordance with their bespoke requests
- Resolving technical issues related to Acrobat Pro DC, and other SAAS related services
- Optimize Average Case Handling Time (ACH) and maximize First-Time Resolution (FTR) for sustained operational efficiency
- Collaborated with cross-functional teams to provide exceptional customer service experiences
- Assisting the client with daily complications and providing a valid solution
- Manage a team of 8 people handle State level clients/customers on a daily basis
- Maintaining the existing and adding new records associated with the company
- Handling the contractors documents ensuring the well being of the company
Senior Walkin Executive
ANI Technologies OLACABS
05.2017 - 08.2019
- Assisting the client with daily complications and providing a valid solution
- Manage a team of 8 people handle State level clients/customers on a daily basis
- Maintaining the existing and adding new records associated with the company
- Handling the contractors documents ensuring the well being of the company.
Education
Bachelors in Electrical and Electronics Engineering -
Gojan School of Business and Technology
01.2013 - 01.2017
Higher Secondary - undefined
Doveton Matric Hr Sec School
01.2010 - 01.2012
Skills
- Exceptional Communication
- Quality Assurance and Control
- Project Lifecycle Management
- Voice and accent training
- Performance coaching
- Operational excellence
- Staff development and training
Certification
Lean Six Sigma Green Belt Certification
Timeline
Lean Six Sigma Green Belt Certification
12-2024
Project Management Professional (PMP) - Project Management Institute.
12-2024
Team Manager
Equiniti India Pvt Ltd
03.2024 - Current
Operations Manager
Tecdale Group
11.2021 - 03.2024
Team Leader Voice Process
Tecdale Group
11.2020 - 11.2021
Customer Relations Executive
Teleperformance DIBS
09.2019 - 10.2020
Senior Walkin Executive
ANI Technologies OLACABS
05.2017 - 08.2019
Bachelors in Electrical and Electronics Engineering -
Gojan School of Business and Technology
01.2013 - 01.2017
Higher Secondary - undefined
Doveton Matric Hr Sec School
01.2010 - 01.2012
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