SK Tanveer
Kolkata
Summary
Dynamic Team Lead at iMerit Technologies with expertise in project management and performance monitoring. Proven track record of driving quality improvements and achieving high client satisfaction. Skilled in Agile methodologies and adept at resolving complex issues, fostering collaboration, and empowering teams to exceed goals. Recognized for leadership and commitment to excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Team Lead
iMerit Technologies
Kolkata
11.2022 - Current
- Created and maintained detailed project documentation to provide visibility into progress and performance.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
- Assigned tasks to team members according to their skill set and availability.
- Developed and updated project plans to document objectives, technologies, schedules, and funding.
- Oversaw the daily activities of team members to ensure tasks were completed on time and within budget constraints.
- Drove continuous improvement of project delivery process by providing strong leadership.
- Facilitated team meetings to review project status and identify potential issues or risks.
- Performed root cause analysis when problems arise in order to determine underlying causes quickly.
- Ensured compliance with company policies and procedures related to project management activities.
- Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
- Provided guidance and support to team members throughout the duration of each project.
- Collaborated with stakeholders from other departments or external organizations as needed for successful completion of projects.
- Participated in professional development opportunities to stay current with industry trends and technologies.
Sr. ITES Executive
iMerit
Kolkata
09.2021 - 10.2022
- To deliver accurate and nuanced annotations that companies depend on to get the production
- To leverage advanced tools, machine learning algorithms, and work-flow best practices to enrich, annotate and label large volumes of unstructured data
- To provide high-quality, tech-enabled data services that leverage human intelligence to power algorithms in machine learning
- Current project: To drive an AI accurately and provide large volumes of high-quality learning data that will help AI to make routine calls
- To transcribe medical reports, summaries, office visit notes and other medical documents from recorded messages from health care providers for US health care
- To maintain strict adherence to patient's confidentiality according to provider standards and US government regulations
- Review transcribed documents for quality assurance and precision to spot and correct any errors that could impact patient's care and medical liability
- Collect weekly data on quality, make a report and provide feedback to my team members in order to make sure the same is not repeated
- Coach team members in order to deliver 95% or above quality on the weekly basis
- To manage team members, track production, breaks, shrinkage, and make reports on the same
- To transform clients' policies and guidelines into simple, attractive, and understandable documents that could be used for training and learning processes
- To address and resolve the issues of team members that they face and to assist them to overcome challenges in the projects, while maintaining the quality of delivery, to fulfill the client's expectations within the given time
- Co-ordinate with the client's senior leadership and my assigned team in order to meet delivery along with quality
- Supervising internal on-boarding training process, both Preprocess and Process/Product training
- Supporting and supervising the client's Nesting Program (Advanced Product training for the new hires before they hit production)
- Coaching and guiding new Team Leads so that they can manage, inspect and coach their team members to achieve and deliver the targets in timely manner
- Completed one month of training within a week with a 100% score
- With hard work, sincerity, dedication, and leadership qualities, I had been given the position of Coordinator
- Considering my learning skills and understand-ability, I had been selected as a Subject Matter Expert (SME)
- In this short period, I have received many recognition from the clients and the CEO of our company
- Recently, I have received the Most Valuable Person in the Project award from the client, a Pro badge from the client, the Walking Encyclopedia award, and the Best Support Award (Voted by my team members)
- Considering my product knowledge and leadership qualities, the management decided to put the On-boarding and Product training solely on my shoulders
- Working as an Acting Trainer since August 16th of 2022 and have trained 8 batches so far with 100% conversion rate
- Working as an Acting Team Lead since November 1st, 2022
- Got the opportunity to train on-site new hires
- The management utilized my expertise to train and coach the new hires of the Shillong Center
- I reached there on 16th of September, 2022 and had managed to successfully train, coach and groom all the 22 members and a Team Lead of this center in just 30 days
- Two of our new trainees had failed the client's Nesting Program
- When they reached out to me to decide on their fate, I asked my management and the client to grant me 3 days of time so that I could coach them
- On the 4th Day when the client evaluated those two trainees they were surprised to see their progress and impressive result
- They asked me to share my magic potion and when I shared my training module with them, they highly appreciated my efforts and took my suggestions and implemented the same on their end
- Last week, there was an issue with the tool and the client was clueless on how to resolve that issue
- One of their Senior Leadership suggested my name and said that I might help in this issue since we faced similar kind of problem during the Nesting Program
- He had seen me resolve that issue working with IT and the tool engineer
- When they reached out to me I immediately jumped in to help and fixed the issue in just 5 minutes saving the reputation of my company and created a good relation with the client
Customer Service Associate
Teleperformance
Kolkata
09.2020 - 09.2021
- To identify and assess customers' needs to achieve satisfaction
- To build sustainable relationships and trust with customer accounts through open and interactive communication
- To maintain the quality parameters; at least 90%
- To learn about US Culture and people so that I could understand and anticipate accordingly to achieve the goal of providing the world's best customer experience
- To provide accurate, valid and complete information by using the right methods, tools, and policies
- To meet the team and site's CSAT target, chat handling quotas, and other targets
- To handle customer complaints, provide appropriate solutions and alternatives within the time limits; to follow up to ensure resolution
- To keep records of customer interactions, process customer accounts, and file documents
- To follow communication procedures, guidelines, and policies
- To take the extra mile to engage customers
- With consistency in work quality, I had secured the 3rd position in the stack ranking among more than 200 associates
- I was given the responsibilities of junior team members and recruits to coach and guide them
- I had also received a reward and recognition for getting the greatest number of Smile Stories; a chat with at least 95% quality score, zero typos, and grammar error, in which an irate customer ends up a happy customer because of the service provided
Customer Support Executive
Tech Mahindra
Kolkata
06.2020 - 09.2020
Customer Service Associate
Teleperformance
Kolkata
02.2020 - 05.2020
Customer Support Executive
Startek (AEGIS)
Kolkata
09.2018 - 02.2020
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Managing large amounts of incoming chats
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Knowing our products inside and out so that you can answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments, and complaints
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Managing a team of junior customer service representatives
- Ensure customer satisfaction and provide professional customer support
- With dedication and hard work, earned the position of FPOC (First point of contact) and SME (Subject matter expert)
- Achieved various recognition and titles, like Walking Encyclopedia, best team support, most CSAT earner, etc
- I was selected for the role of a trainer but unfortunately, the process got ramped down
Education
Diploma - Elementary Education
NIOS
Kolkata01.2019
Bachelor of Science - Human Physiology, Chemistry and Zoology, English and Urdu
Surendranath College, University of Calcutta
Kolkata01.2018
Higher Secondary Education - Science Stream
MD Jan Higher Secondary School
Kolkata01.2014
Secondary Education (Madhyamik) - General Subjects
Anjuman High School
Kolkata01.2012
Skills
- Trend tracking
- Performance monitoring
- Work assignment delegation
- Corporate social responsibility
- Project management
- Complaint resolution
- Project Management 101 by Google
- Agile Scrum Master (ASM)
- Excel Dashboards
- Foundations of Project Management
Languages
- English
- Hindi
- Urdu
- Bengali
Hobbies and Interests
- Reading books and acquiring knowledge
- Playing chess
Leadership Experience
Co-founder and President, Growoid Foundation, 1 year, Separated 3 years ago
Personal Information
- Father's Name: (Late) MD SK Nehal
- Mother's Name: Paro Bibi
- Date of Birth: 09/24/95
- Gender: Male
- Nationality: Indian
- Religion: Islam
Certification
- Project Management 101
- Agile Scrum Master (ASM)
- Excel Dashboard
- Foundations of Project Management
- Healthcare Team Leader
Languages
Urdu
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Bengali
Intermediate (B1)
B1
Accomplishments
- Received "Walking Encyclopedia" title based on Business Peak Performance, 2021.
- Received the "Ace Award" in 2023.
- Received "Optimistic Realists" award based on People & Project Management, 2024.
Timeline
Team Lead
iMerit Technologies
11.2022 - Current
Sr. ITES Executive
iMerit
09.2021 - 10.2022
Customer Service Associate
Teleperformance
09.2020 - 09.2021
Customer Support Executive
Tech Mahindra
06.2020 - 09.2020
Customer Service Associate
Teleperformance
02.2020 - 05.2020
Customer Support Executive
Startek (AEGIS)
09.2018 - 02.2020
Diploma - Elementary Education
NIOS
Bachelor of Science - Human Physiology, Chemistry and Zoology, English and Urdu
Surendranath College, University of Calcutta
Higher Secondary Education - Science Stream
MD Jan Higher Secondary School
Secondary Education (Madhyamik) - General Subjects
Anjuman High School
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