Syed Fouzan Ahmed
Operation Manager
Chennai
Summary
Operations Manager and talented leader with 8+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
11
11
years of professional experience
2008
2008
years of post-secondary education
3
3
Languages
Work History
Operations Manager
Infosearch BPO Services
01.2022 - Current
- Handling the team size of 110 Agents & 25 domestic campaigns (Inbound, Outbound, Email Support, Chat Support & Back end Support)
- Handling Due payments from the clients
- On boarding New Clients with their Requirements
- CRM Development & Customization as per client Requirements
- MIS Reports
- Handling Cloud & System oriented dialers
- Also customizing dialers as per requirements
- Meet the team shrinkage and attrition
- Meet the team login hours, Break Hours
- Client handling and Interactions
- Daily/Weekly/Monthly Reports and Presentation to clients
- Timely project completion
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Increased profit by streamlining operations.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Implemented quality control systems to boost overall product consistency and reliability.
Team Leader
Infosearch BPO Services
01.2020 - 01.2022
- Handling the team size of 60 Agents & 15 domestic campaigns (Inbound & Outbound)
- Meet the team shrinkage and attrition
- Meet the team login hours, Break Hours
- Client handling and Interactions
- Daily/Weekly/Monthly Reports and Presentation to clients
- Timely project completion
- Managing the floor, QA Team
- SLA & KPI
- Maintaining SOP's for new projects
Group Leader & QA
Infosearch BPO Services
04.2018 - 01.2020
- Handling 10 domestic campaigns (Inbound & Outbound)
- Also was auditing calls and giving feedback to the team
- Training New and Existing Team
- Handling Client Escalations
- Client handling and Interactions
- Quality Review Meetings with clients, Managers & Managing Directors
Owner
Clothing & Accessories Shop
01.2017 - 03.2018
Senior AR Caller
I Source IT Enabled
08.2015 - 12.2016
- Handling all High amount unclaimed tickets, trained CRM handling to new Joiners and make them take payment for unclaimed tickets
AR Caller
Omega Health Care Pvt. Ltd
01.2014 - 07.2015
- Handling all outbound calls, responding to tickets assigned and taking up the payment from insurance companies
- Follow up on unpaid claims as well as old claims
- Handling all provider unpaid claims and appealing if not paid
- Closing all assigned tickets on time
Education
SSLC -
Gill adarsh matriculation Higher Secondary School
HSC - undefined
Cambridge Higher Secondary School
B.Tech - Mechanial Engineering
Dr. MGR UNIVERSITY
Skills
Staff management
Team leadership
Operations monitoring
Data analysis
KPI tracking
Business development
Customer retention
Client relationships
Customer relationship management (CRM)
Decision-making
Planning and implementation
Operations management
Personal Information
- Place of Birth: Chennai
- Date of Birth: 07/17/92
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Operations Manager
Infosearch BPO Services
01.2022 - Current
Team Leader
Infosearch BPO Services
01.2020 - 01.2022
Group Leader & QA
Infosearch BPO Services
04.2018 - 01.2020
Owner
Clothing & Accessories Shop
01.2017 - 03.2018
Senior AR Caller
I Source IT Enabled
08.2015 - 12.2016
AR Caller
Omega Health Care Pvt. Ltd
01.2014 - 07.2015
HSC - undefined
Cambridge Higher Secondary School
B.Tech - Mechanial Engineering
Dr. MGR UNIVERSITY
SSLC -
Gill adarsh matriculation Higher Secondary School
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