SYED SAJID HOSSAIN

• Worked with International Client such as Coinbase, where I was responsible to set up the business in Kolkata location for Concentrix.
• Have worked with International Client (Nationwide and VKB) and was responsible for all the operational deliverables.
• Currently working with a domestic Client as single Point of contact between the client and the organization in terms of operational deliverables.
• Responsible to meet revenue target for all outbound LOB
• Handling a team of 45 to 50 members as Deputy Manager
• Responsible for employee retention & attendance on daily basis
• Drive operations KPI- of SLA, Staffing, planning
• Monitored the calls and provide feedback on daily basis
• Handling the entire floor of 120-130 executives in a shift
• Prepare weekly reports by collecting and analyzing the data trends, preparing team dashboards and other reports in line with the corporate objective
• Responsible to take all the manager calls escalated from the supervisors
• Responsible for managing SME (Subject Matter Experts) and helping them to achieved KPI's
• Handling teams and there KPI's
• Responsible for CSAT for the organization attached too.
• Improved team efficiency by streamlining processes and implementing innovative management strategies.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Managed budgets for various projects, ensuring optimal resource allocation and cost control.
• Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
• Led successful sales campaigns that resulted in significant revenue growth for the organization over time.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
• Created reports and analyzed and interpreted data.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Provided strategic allocation of resources to various departments and managers in alignment with needs.

• Handling Entire DSA/DST/Tele Marketing Channel
• Responsible for Distribution of Consumer Sales
• Managing Collection, Marketing, and finance team about issues with sourcing Numbers or Payment issue for Channel Partners
• Responsible to Co-ordinate between cross function team for Sales & Services
• Managing Service KPI for Consumer Sales after sourcing of Number
• Work as Internal auditor for the Retail Stores
• Conducted third party mystery audits as per TRAI guidelines
• End to End process audits for other functions
• Competitor Analysis done monthly on product and services for the circle
• Training needs identified and shared with training teams for further improvements
• Ensures that calibration and regular interventions with retail’s and Vodafone team
• Ensures each store is meeting their own Quality target & service adherence is 100%
• Drives TNPS as per the guidelines & share the analyses findings with concerned teams to understand VOC & identifying actionable
• Keeps track for all Infra issue and highlighted to Retail Leads, Infra manager & Zonal Manager for appropriate action and closure
• Keeps track of the products doing good or bad and ensuring that all services and products are pitched to every walk-in in the stores
• Conducts Interviews, Certifications & Quality sessions for the new hired induction batch
• Ensures that the cost optimization and ensure timely payment of vendors
• Close looping of all Red alert feedback & Gives Feedbacks to operations regarding any deviations in process or People related concern voiced by customer
• Conducts regular R&R across all segments
• Responsible for driving document compliance audit target by conducting audit at DHQ/Stores as per the defined checklist and ensures closures of the highlighted observations
• Responsible for Random Distributor audit done across the circle as per the checklist for Process & Doc adequacy.
• Evaluated function, performance and design compliance of every product against design standards and customer needs.
• Defined and implemented quality initiatives to reduce risk.
• Monitored KPIs to proactively address bottlenecks and quality issues.
• Participated in departmental meetings to establish short- and long-term strategy.
• Consulted manuals and process documents to investigate malfunctions.
• Developed comprehensive training materials for new hires, fostering a culture of knowledge sharing and continuous learning within the team.

• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Responsible for employee retention & attendance on daily basis
• Drive operations KPI- of SLA, Staffing, planning
• Monitored the calls and provide feedback on daily basis
• Handled the entire floor of 175-185 executives in a shift
• Prepare weekly reports by collecting and analyzing the data trends, preparing team dashboards and other reports in line with the corporate objective
• Responsible to take all the manager calls escalated from the supervisors
• Responsible for managing SME (Subject Matter Experts) and helping them to achieved KPI's
• Handled teams and there KPI's
• Handled Telecom Accounts for Customer Care
• Responsible for both CSAT & ICSAT for the organization attached to
• Manage for Entire Control Nesting batch who comes after Completing their training
• Interacting with the Client.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.

Worked in Microwave Communication Ltd. (Page Link) for Airtel BTC Project as a Senior Customer Care Executive.

Worked in Hotel Tiger Inn (Kolkata) as a Receptionist for the period of 1 Year.