Summary
Overview
Work History
Education
Skills
Languages
Timeline
Awards
Disclaimer
Generic
Sheikh Mohammed Salman

Sheikh Mohammed Salman

Bangalore

Summary

Diligent professional with 9-10 Years of experience having Leadership Excellence in Operations. Fostering collaborative environment, and resolving conflicts with ease. Demonstrates strong communication skills and knack for motivating team members. Consistently drives performance improvements and ensures high standards of quality.

Overview

10
10
years of professional experience

Work History

Team Lead

MarketStar
10.2022 - Current
  • Managing multiple LOBs, such as Chat, Email, and Internal Technical Support.
  • Maintained excellent employee relationships by cultivating a supportive, positive, and helpful working environment.
  • Taking initiatives on process improvement plans for better customer satisfaction levels, business improvement, and optimal resource utilization.
  • Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
  • Collaborating with all stakeholders for an effective business outcome.
  • Implementing strong analytical skills to understand the volume patterns, market conditions, and to implement the best practices for better customer care.
  • Managing the schedules efficiently.
  • Tracking day-to-day performance across all the metrics for effective delivery, including metrics such as Quality, CSAT, SLAs, Escalations, First Contact Resolution, Ageing etc.
  • Excellent data analysis and presentation skills.
  • Assisted with team recruitment, interviewing and onboarding.
  • Conflict Management in the team.
  • Completed audits and risk assessments to achieve regulatory compliance.

Team Leader - Operations

Teleperformance Global Services India Pvt Ltd
09.2021 - 10.2022
  • Managed Attrition, Shrinkage and FTE delivery
  • Hiring Management
  • Oversaw the quality, training, along with the ops team to ensure the LOB ran smoothly.
  • People management.
  • Career growth planning for employees.
  • Approaching clients with new business ideas for additional revenue for the company.
  • Working closely with the Early Warning System every month.
  • Data management and presenting WBR, MBR, and reports to the clients and board of directors.
  • Working with ground in order to mitigate ZT.
  • Taking quick and prompt decisions at times to solve major issues in the span.

Team Leader - Operations

Transact Global BPO Services Pvt Ltd
01.2020 - 08.2021
  • Prepared all operational dashboards.
  • Conducted a TNI session for an agent.
  • Managed SLA.
  • Handled escalations (calls, emails) on a daily basis.
  • Service request analysis and sharing feedback on FCR, and non-FCR cases with different levels.
  • Managed breaks and schedules effectively.
  • Assisting the team with emails to action all correspondence within the TAT.
  • Presenting weekly business reviews and monthly business reviews.
  • People management.
  • Time and motion study in order to accommodate the best scheduling based on the inflow pattern.
  • Conducted huddles on a daily basis in order to share new updates in the process, as well as productivity.
  • Managed attrition and shrinkage.
  • Audited high AHT calls to understand the cause of the gap.
  • Timely 1:1 coachings conducted.

Team Leader - Sales & Support

Skyline Telecommunication LLC
11.2017 - 07.2019
  • Managed attrition and shrinkage rates.
  • Coaching has been provided to the team members regarding lead generation and sales conversion.
  • Managed CS team
  • Achieved the team's sales and revenue targets.
  • Handled tele sales agents and provided all possible help to generate the required rate of conversions.

Customer Relationship Officer

Hinduja Global Solutions
12.2015 - 11.2017
  • Outcall the customer to solve their complaints and I was accountable for retaining the customer
  • Handled an Escalation Calls.
  • Following SOP’s and achieving the given targets within SLA.

Education

Bachelor of Computer Applications -

Beary's First grade college
04.2014

CEBA(Pre University) - undefined

ST Mary's Pre-University College
04.2011

SSLC - undefined

ST Mary's High School
04.2009

Skills

  • Leadership skills
  • People management
  • Process Management
  • MS Excel and other MS tools
  • Decision-making
  • Problem solving
  • Coaching skills
  • Excellent communication skills
  • Team building coordination
  • Team management

Languages

English
Hindi
Kannada

Timeline

Team Lead

MarketStar
10.2022 - Current

Team Leader - Operations

Teleperformance Global Services India Pvt Ltd
09.2021 - 10.2022

Team Leader - Operations

Transact Global BPO Services Pvt Ltd
01.2020 - 08.2021

Team Leader - Sales & Support

Skyline Telecommunication LLC
11.2017 - 07.2019

Customer Relationship Officer

Hinduja Global Solutions
12.2015 - 11.2017

CEBA(Pre University) - undefined

ST Mary's Pre-University College

SSLC - undefined

ST Mary's High School

Bachelor of Computer Applications -

Beary's First grade college

Awards

Outstanding Lead - Quarter 4 2024

Outstanding Lead - Quarter 2 2023

Outstanding Lead - Quarter 2 2025

Disclaimer

I hereby declare that, above mentioned is correct to the best my knowledge and belief. 

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Sheikh Mohammed Salman