Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
Generic
Shamshuddin Shaik

Shamshuddin Shaik

Senior Operation Team Leader
Visakhapatnam

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

6
6
years of professional experience
4
4
years of post-secondary education

Work History

Senior Operations Team Leader

Conduent Business Service Pvt. Ltd
Visakhapatnam
11.2021 - Current
  • Leading teams of Quality Analysts and Work force management.
  • Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service.
  • Coordinated with Manager in different operational issues and promotional activities.
  • Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
  • Supervised operations team to support operational excellence and excellent customer service.

Operations Team Leader

Conduent Business Service Pvt. Ltd
Visakhapatnam
11.2020 - 11.2021
  • Lead a team of 15 Quality Analysts who audit calls for International voice for a banking firm.
  • Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
  • Motivated and trained employees to maximize team productivity.
  • Developed and deepened relationships with business partners and vendor management.
  • Improved team efficiency and productivity by restructuring workflow and managing assignments.
  • Sat on new hire interviewing panel and made recommendations.

Quality Analyst

Conduent Business Services Pvt. Ltd
Visakhapatnam
01.2019 - 11.2020
  • Use to audit calls handled by onshore agents to the customers for a banking firm and made sure all rules and regulations set by bank and respective states are adhered diligently.
  • Excelled at work and process which lead in additional business to existing work.
  • Carried out day-to-day duties accurately and efficiently.
  • Improved operations through consistent hard work and dedication.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.

Customer Service Associate

Concentrix
Visakhapatnam
10.2017 - 02.2018
  • Handled collection calls of Insurance for banking firm.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.


Customer Service Associate

247.ai
Bangalore
04.2016 - 08.2017
  • Developed and actualized customer service initiatives to decrease wait times.
  • Offered basic technical support for clients on wide range of company products.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Education

B.Tech - Computer Science

GMR Institute of Technology
Rajam
09.2010 - 05.2014

Skills

Staff Management

undefined

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Senior Operations Team Leader

Conduent Business Service Pvt. Ltd
11.2021 - Current

Operations Team Leader

Conduent Business Service Pvt. Ltd
11.2020 - 11.2021

Quality Analyst

Conduent Business Services Pvt. Ltd
01.2019 - 11.2020

Customer Service Associate

Concentrix
10.2017 - 02.2018

Customer Service Associate

247.ai
04.2016 - 08.2017

B.Tech - Computer Science

GMR Institute of Technology
09.2010 - 05.2014

Similar Profiles

CREATE PROFILE
Shamshuddin ShaikSenior Operation Team Leader