Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant
Syed Imran Najmi

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

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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

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Syed Imran NajmiAssistant Manager