Syed Shabbir
Bengaluru
Summary
Experienced with leading operations teams to streamline processes and improve productivity. Utilizes strategic planning to meet organizational goals and enhance team performance. Track record of effectively managing resources and resolving issues to maintain operational excellence.
Overview
13
13
years of professional experience
Work History
Operations Team Leader
Jupiter - Neo Bank
01.2024 - Current
- Process Streamlining EOP: By analyzing and mapping current workflows, the employee might have found inefficiencies and introduced changes to streamline processes, which could have resulted in faster decision-making or quicker project turnaround times. Introducing automated systems(onboarding, EOP invoice process, transaction reports) that reduce transaction processing times, improve the accuracy of fund transactions, and ensure compliance with regulatory standards.
- Had made sure all MF orders are processed without hiccups by reporting the problems(if any) to the appropriate stakeholders and having them resolved on time.
- Focused on identifying opportunities for process improvements in the EOP setup and back-office operations, such as automating transaction processing, improving fund accounting practices, or enhancing reporting systems.
- Daily communications with internal and external parties to ensure timely settlement of trading activity
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Customer Service Team Lead
Jupiter - Neo Bank
05.2022 - 01.2024
- Led a team of 14 customer service representatives to ensure the delivery of exceptional customer experiences across [channels such as phone, email, chat, etc.]
- Monitored and evaluated team performance, providing timely feedback, coaching, and mentoring to drive continuous improvement
- Developed and implemented customer service standards and guidelines, ensuring consistent and professional interactions with customers
- Collaborated with cross-functional teams, including Product, and Operations, to address customer concerns, resolve issues, and implement process improvements
- Conducted regular team meetings to communicate goals, share best practices, and align the team with the company's customer-focused mission
- Managed scheduling and staffing to optimize customer service coverage while maintaining efficiency and cost-effectiveness
Customer Experience Team Lead
Finwizard Technologies (Fisdom)
01.2017 - 05.2022
- Guide team in effective client issues resolution and handle any escalations
- Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
- Responsible for overseeing the hiring and training of customer experience personnel to ensure an effective workforce
- Identified and maximized sales opportunities, and increased customer retention rates
- Monitor the activities of customer service staff to ensure compliance with set standards of courtesy and professionalism
- Handle Kaleyra account, Create IVR for inbound & outbound
- Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
- NISM V-A certified
Senior Executive
Aeigs PVT LTD
12.2014 - 12.2016
- Calling the Retailer and generation the lead
- Helping the retailer to complete the registration
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Generate sales leads Identify and assess customers' needs to achieve satisfaction
Exective Marketing & Sales
Foxbase technologies PVT LTD
03.2012 - 11.2014
- Responsible to convert the leads from online portal
- Worked on Government project (Karnataka Government) for selling Biometric & CCTV camera
- Keeping a regular follow-up on pending leads
Education
BBM - Bachelor of Business Management(Marketing & Sales)
MQI Degree college
Skills
- Microsoft Excel
- Microsoft Office
- Adaptability
- Customer Service
- Ability to Learn Quickly
- Knowledge of MS Office
- Issue triaging
- Compliance requirements
- Operational excellence
- Freshdesk
Languages
English
Hindi
Kannada
Timeline
Operations Team Leader
Jupiter - Neo Bank
01.2024 - Current
Customer Service Team Lead
Jupiter - Neo Bank
05.2022 - 01.2024
Customer Experience Team Lead
Finwizard Technologies (Fisdom)
01.2017 - 05.2022
Senior Executive
Aeigs PVT LTD
12.2014 - 12.2016
Exective Marketing & Sales
Foxbase technologies PVT LTD
03.2012 - 11.2014
BBM - Bachelor of Business Management(Marketing & Sales)
MQI Degree college
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