Syed Imran Najmi
Assistant Manager
Gurgaon,Haryana
Summary
Graduate with 11+ years of experience in Operations Management. Quick and avid learner, a result driven “Assistant Manager” with a proven track record of achieving results in a highly competitive environment. Have the ability to handle pressure effectively and efficiently. At present looking for a suitable opportunity in a progressive company where I can achieve, excel and deliver my potential at its best.
Overview
3
3
years of post-secondary education
13
13
years of professional experience
Work History
Assistant Manager
WNS Global Services
Gurgaon, Haryana
03.2019 - Current
- Enhanced employee management by developing schedules, tracking time and administering payroll.
- Conducting daily huddles with the team for dedicating tasks and giving clear AIs for the day.
- Regular follow up with pre sales and Marketing team on quality of leads and conversion
- Partnering with optimization teams to track and maintain the performance of top clients/accounts.
- Preparing daily and weekly business reviews with clients. Take initiatives to identify the issues/challenges within different processes, conduct RCA, propose and implement solutions.
- Take initiatives to identify the issues/challenges within different processes, conduct RCA, propose and implement solutions.
- Run reports & conduct a thorough analysis of SLA misses.
- Drive Continuous Improvement in the team along with metrics improvement Generate dashboard and scorecards for the Team for review.
- Performance management and appraisals for the entire Team.
- Weekly Reviews to the Management on key deliverable s.
- One-One with the team and scheduled Monthly Team meetings
- Knowledge management for the team and quality control
- Apply performance management strategies - action plans, BQ planning
- Responsible for people/employee career development
Trainer
Accenture
Gurgaon, Haryana
05.2017 - 01.2019
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Conduct effective training sessions & weekly assessments
- Maintain & update the training manuals and database skills
- Present progress report to client and management on pre decided periods
- Managing Employee Developmental and Skills enhancing training.
- Supporting existing businesses to up-skill employee quality and productivity (includes refresher
- Training)
- Leading new process/business migration - identification of minimum skills, knowledge transfer, TTT,
- Making sure to complete any given batch with the maximum throughput
- Design and conceptualize curriculum for all products and associated processes including trainer
Client Relationship Manager
Books 2 Door
Leicester, England
02.2013 - 02.2017
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Managing the order from client requirements till shipment delivery.
- Making sure to resolve all customer’s queries & concerns to get full CSAT.
- Handling a team of 8 and ensuring to equip them with the best possible strategies & time management.
- Encouraged the team to come up with the best business ideas for their growth and for the benefits of the organization.
- Traveled the different places for the workshop & events, and ensured to make most of it by on boarding the new clients
Quality Analyst
Convergys
Bangalore, Karnataka
05.2009 - 01.2013
- Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
- Implemented a process improvement program to improve the call quality and customer satisfaction by analyzing the process behavior.
- Worked with operations closely on a project for 6 months to maintain AHT and to improve CUSTOMER SATISFACTION.
- Took care of On Job Training (OJT), Conducting Product Knowledge Test (PKT) for the entire department and ongoing dip check to gauge the understanding of the trainees
- Leading the Certification calls for all new hires after OJT
- Sharing one-to-one feedback with the respective team for the audits
- Leading Quality Certification Program for the New Quality Evaluators
- Leading meetings with the clients and updating the SOP and making sure that updates are being shared with operations & Quality teams on time
Customer Service Representative
SourceFuse Technologies
Noida, Uttar Pradesh
03.2009 - 03.2011
- Collaborate closely with partner management teams to activate new registrants.
- Assisted users with their devices for customer care voice support.
- Mentor new employees in the team
- Assisting in preparing questionnaires to bridge the knowledge gap for trainees. Developing training content for the team to share the best practices.
- Taking care of the Team's operational affairs in Team Manager's absence.
- Provided guidance and assisted team members in achieving goals and maintaining consistent performance.
- Moved as a team support after 8 months of call handling.
- Trained to handle any query to take out best possible resolution
Education
Bachelor of Commerce - Business Economics
VishvVidyapeeth University
Mumbai 06.2011 - 05.2014
Skills
Employee performance evaluations
Recruiting and interviewing
Training
Strategic Planning
Business planning
Project Management
Search Engine Optimization
Operations management
Quality Management
Leadership & Interpersonal Skills
Problem-solving & Negotiation
Timeline
Assistant Manager
WNS Global Services
03.2019 - Current
Trainer
Accenture
05.2017 - 01.2019
Client Relationship Manager
Books 2 Door
02.2013 - 02.2017
Bachelor of Commerce - Business Economics
VishvVidyapeeth University
06.2011 - 05.2014
Quality Analyst
Convergys
05.2009 - 01.2013
Customer Service Representative
SourceFuse Technologies
03.2009 - 03.2011