Shaik Mohammed
Bangalore
Summary
Assistant Manager-Operation with extensive background in performance driving and team management.Strong competencies for addressing operational issues and concerns quickly. having the experience of managing 170 relationship managers and handling 9 team leaders .Driven team to help business leaders implement and enforce successful policies promote service and operational excellence. Highly experienced with best practices and regulatory requirements. Excellent financial sense, operations knowledge and leadership skills.
Overview
8
8
years of professional experience
Work History
Assistant Manager - Operations
Altruist Technologies Pvt Ltd
Bangalore
08.2022 - Current
- Having expertise in driving SLA and Maintaining minimum AHT.
- Controlling shrinkage and Attrition to avoid impact on the process
- Maintaining KPI'a like NPS,Csat,Repeat,And Quality Scores
- Developed strategies for process improvement, cost reduction and increased customer satisfaction.
- Implemented new policies and procedures to enhance operational efficiencies.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Educated operations team on best practices, company policies and service excellence standards.
- Supervised operations team to support operational excellence and excellent customer service.
- Coordinated with General Manager in different operational issues and promotional activities.
- Developed and maintain operational guidelines for staff.
Team Leader
Altruist Technologies Private Ltd
Bangalore
08.2020 - 07.2022
- Having the experience of handling one of the premium process for Airtel (Airtel Black) which is combined product for three services
- Having the experience of managing 25 and above people
- Managing attrition,AHT,absenteeism and other major KPl’s like Repeat,CQ
- Providing process inputs and suggestions to client to make life easy for customers
- Experience of handling escalation desk
- Superior network equipment troubleshooting abilities,Provide technical assistance and resources on a regular basis.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Led team of 25 members while providing exceptional customer service.
- Developed strategies for problem solving and conflict resolution among team members.
- Monitored daily workflow to ensure adherence to established policies and procedures.
Subject Matter Expert
Hinduja Global Solutions
Bangalore
01.2018 - 07.2020
- Helping new joiners and assisting them in and out
- Monitoring new comers and helping them to achieve their initial targets
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
- Analyzed existing processes and procedures to identify opportunities for improvement or cost savings initiatives.
Technical Support Excecutive
Hinduja Global Solutions Pvt Ltd
Bangalore
06.2016 - 12.2017
- Providing troubleshooting steps to Broadband Customers and resolving their issues on call.
- Helping customers on rebooting modems and guiding them to select the appropriate channels for better connectivity
- Developed and maintained customer relationships through effective communication and problem solving skills.
- Diagnosed hardware and software issues on various platforms such as Windows, Mac OS X and Linux operating systems.
Education
Bachelor Of Arts - English Literature
Master Of Arts - English literature
Skills
- Employee reviews
- Staff training/development
- Product development
- Delegation
- Team Building
- Capacity Planning
- Report Writing
- Workflow Planning
- Staff Scheduling
- Team Coordination
- Process Improvement
- Operational Reporting
- Employee Supervision
- Performance Analysis
- Operational Efficiency
Accomplishments
- Resolved product issue through consumer testing.
- Consistently maintained high customer satisfaction ratings.
- Created highly effective new program that significantly impacted efficiency and improved operations.
Languages
English
Advanced
C1
Tamil
Proficient
C2
Urdu
Proficient
C2
Hindi
Upper Intermediate
B2
Timeline
Assistant Manager - Operations - Altruist Technologies Pvt Ltd
08.2022 - Current
Team Leader - Altruist Technologies Private Ltd
08.2020 - 07.2022
Subject Matter Expert - Hinduja Global Solutions
01.2018 - 07.2020
Technical Support Excecutive - Hinduja Global Solutions Pvt Ltd
06.2016 - 12.2017
Islamiah College - Bachelor Of Arts, English Literature
Islamiah college - Master Of Arts, English literature
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