Syed Saif Pasha
Bengaluru
Summary
Dynamic and results-oriented professional with a proven track record at Simpl, excelling in operations management and project documentation. Spearheaded cross-functional teams to exceed product expectations, enhancing customer satisfaction by efficiently resolving escalated issues. Skilled in task delegation and maintaining meticulous attention to detail, significantly contributing to process improvements and operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Program Manager
Simpl
09.2023 - 01.2024
- I worked alongside the product manager to bring our product vision to life
- I dive into market research, gather and analyze customer and merchant feedback, and collaborate with various teams to deliver a product that exceeds expectations
- I help shape our product roadmap, prioritize features, and ensure that our development process stays on track
- I'm the bridge between departments, making sure everyone is aligned and focused on delivering a product that not only meets but surpasses our customers and merchants needs.
Team Lead- Customer Operation
Simpl
04.2019 - 08.2023
- Responsible for directing and supervising a 15-member customer support team, ensuring optimal performance and productivity
- Monitoring social media platforms to identify and track customer feedback, concerns, and inquiries that require escalation
- Overseeing efficient team management, allocating daily tasks among team members; Establishing a systematic framework for managing bank chargebacks
- Developing a streamlined procedure for handling merchant chargebacks
- Strategically planned weekly and monthly schedules for the team to optimize operational efficiency; developing and optimizing process Standard Operating Procedures (SOPs) for improved workflow efficiency
- Conducting meticulous email audits to uphold response quality and ensure adherence to standards; compiling comprehensive review data on team performance
- Delivering constructive performance feedback to team members every 10 days, fostering continuous improvement
- Collaborating seamlessly with the Marketing and Technical teams to identify and resolve cashback banner bugs on the website
- Partnering with both the Product and Customer Success teams to curtail contact rates by expanding ChatBot's available options.
Sr. Customer Experience- Collection/Billing team
Furlenco.com
08.2017 - 09.2018
- Accountable for focused on specialization in new product launches and the latest offerings
- Responded promptly to escalated social media interactions, demonstrating empathy, professionalism, and a commitment to resolving issues
- Addressed billing inquiries as delegated by Level 1 consultants and the payment collection team
- Collaborated with customer support teams to gather necessary information and context for effective resolution of escalated cases
- Analyzed and categorized escalated issues to identify trends and underlying causes, providing insights for process improvements
- Managed escalations while prioritizing customer contentment; addressed customer escalations and implementing strategic measures for efficient resolution
- Ensured the amicable resolution of customer grievances; sustained awareness of prevailing policies and procedural frameworks.
Service Management Team
Flipkart Internet Pvt Ltd
11.2014 - 02.2017
- Oversaw the end-to-end service delivery process to ensure that customer expectations are met or exceeded
- Collaborated with various internal teams to align service offerings with customer needs and business goals
- Monitored service performance metrics and key performance indicators (KPIs) to identify areas for improvement and ensured service quality
- Managed service agreements, contracts, and compliance with established service level agreements (SLAs)
- Developed and maintained strong relationships with clients, acting as a point of contact for service-related matters
- Kept abreast of industry trends and best practices to ensure the Service Management Team remains effective and up-to-date.
Education
Bachelor of Business Management (BBM) -
CMR University
Bangalore05.2014
Skills
- Team Management
- SOP Management
- Operations Management
- Stakeholder Alignment
- Critical Thinking
- Capacity Planning
- Analytical Skills
- Mentoring
- Work Planning
- Quality Improvement
- Goal Setting
- Product Development
- Cross Functional Leadership
Certification
- Scrum Master Assessment
- Power BI
Languages
English
First Language
Hindi
Proficient (C2)
C2
English
Advanced (C1)
C1
Languages
English
Timeline
Assistant Program Manager
Simpl
09.2023 - 01.2024
Team Lead- Customer Operation
Simpl
04.2019 - 08.2023
Sr. Customer Experience- Collection/Billing team
Furlenco.com
08.2017 - 09.2018
Service Management Team
Flipkart Internet Pvt Ltd
11.2014 - 02.2017
Bachelor of Business Management (BBM) -
CMR University
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