Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Hi, I’m
Zaheer Syed
Manager
Chennai
Summary
Overview
15
years of professional experience
5
years of post-secondary education
5
Languages
Work History
Sivisoft SolutionChennai
Manager (Lowe's Retail)
08.2022 - 11.2023
Job overview
- Confer with customers and suppliers by telephone, chat and email to provide support about product which they onboard or selling through Lowes
- Keep records of customer’s interactions or transactions, record details of enquiry, complaints, or comments and the action taken towards it
- Check to ensure appropriate action were made to resolve customer’s problem
- Conducting regular team meeting with the TL's to set client expectations
- Monthly business review and drive results discussion with TL's
- Ensure to meeting client expectation and complete work by deadline
- Regular touch base with the quality team to achieve the quality targets
- Daily follow up call with clients and sharing updates or escalaions
- Random audits done by QA team for bridging the process gap and Scheduling refresher training for the low performers.
- Complete production reports to communicate team production level to management
- Maintain records of production/attendance/Client details
- Determine work assignment and procedure
- Train employee on the job procedure and assign employee to specific duty or task
- Recruiting suitable candidates as per client requirement
- Checking the production/quality and giving feedback to the team
- Scheduling refresher training for the low performers.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
Prism IT CorpChennai
Account Manager (Target Retail)
02.2022 - 08.2023
Job overview
- Handled a team of 50+ associate with 2 on TL's.
- Conducting regular team meeting with the TL's to set client expectations
- Monthly business review and drive results discussion with TL's
- Ensure to meeting client expectation and complete work by deadline
- Regular touch base with the quality team to achieve the quality targets
- Daily follow up call with clients and sharing updates or escalaions
- Random audits done by QA team for bridging the process gap and Scheduling refresher training for the low performers.
- Built and strengthened long-lasting client relationships based on accurate resolution and customer-centric terms.
- Addressed problems with day to day delivery to maintain and enhance client satisfaction.
Hexaware TechnologiesChennai
Senior Team Leader
02.2018 - 01.2021
Job overview
- Handled a team of 60+ outbound associates with 3 TL's
- Ensuring to meet all metrics as per client requirement on daily basis
- Daily production review call with clients and responding to client/escalation emails
- Conducting daily huddle with the associates to share their performance and updates
- Identifying performance issue and scheduling refresher trainings for the BQ associates
- Bi-weekly review with the SME's regarding their performance and teams improvement
- Call monitoring and giving feedback to the associates
- Hiring suitable candidates for the process.
- Discovered training needs and provided coaching.
- Set clear team goals and delegated tasks and set deadlines.
Sutherland Global Services LimitedChennai
Team Manager (Amazon)
05.2016 - 07.2017
Job overview
- Monthly review with all managers on process/performance improvements
- Handling weekly client calls and setting up client expectations to the teams
- SPOC for BCP situation and BCP location
- Monitoring all escalations by quality sampling and ensure to have a training plan
- Sending reports to client on daily basis having regular business conversation
- Improving CSAT percentage and delivering positive impact to client
- Monitoring the team quality by auditing tickets and providing feedback to team.
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance on weekly basis and coached and trained 25+ team members on rotational basis, increasing quality of work and employee motivation.
TATA Consultancy ServicesChennai
Senior Customer Support Lead (Home Depot -IDM)
11.2013 - 05.2016
Job overview
- Responsible for leading a team of 10 employees for The Home Depot project
- Responsible for clearing the tickets with TAT as specified in the SLA
- Self-auditing the work to ensure 95% Quality achieved on a weekly basis
- Accountable for sending report to client on daily basis
- Handling weekly client call and updating status on progress
- Completing the call within the AHT and resolving customer concern.
- Meeting the Service Level given by the client.
- Reducing the Abandon calls by cross training other associates
- Average speed of answering the call while the customer are in queue
- Ensuring to meeting and achieving the client SLA.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Worked within task management system to receive, manage and close support requests.
Aon HewittChennai
Benefits Operations Administrator (Pensions Processing)
11.2012 - 07.2013
Job overview
- Delivering quality by checking for errors and giving the required feedback to the CSR
- Conducting Huddles and sharing updates to the team.
- Meeting quality targets set by clients on monthly basis
- Weekly discussions with clients for updates
Intelenet Global ServicesChennai
Senior Customer Support Executive (Barclays)
04.2010 - 10.2012
Job overview
- Back up Team Leader
- Maintaining reports related to the team (Attendance and Shrinkage).
- Random quality audit check on teams performance
- Listened to customers' questions and concerns to provide answers or responses.
- Built strong relationships with field operations team to support business development opportunities and improve service.
Ajuba SolutionsChennai
Junior Customer Service Executive
10.2008 - 02.2010
Job overview
- Calling the US Insurance company and processing the claims on behalf of providers
- Training new hires and sharing new updates.
- Completing daily target
Education
Bharathiar UniversityOoty
Bachelor of Arts from Tourism And Travel Management
07.2005 - 07.2008
University Overview
Mountain Home SchoolCoonoor
High School Diploma
01.2003 - 01.2005
University Overview
Stanes Higher Secondary School
SSLC
01.2003 - 01.2003
University Overview
Skills
Leadership
undefinedWebsites
Location - City
Location - City
ChennaiAccomplishments
Accomplishments
- Received the best employee award from onshore for performance
- Exceeded the client SLA by 3% the given SLA was 95% and 98% achieved
- Recognized as a Team leader for a new process by the same client
- Barclays Annual award winner for best performance
- Consecutive top performance from April 2010 in the stack ranking of the team
- Received the best site award for shrinkage and attrition for 2016-17
Vertical Expertise
Vertical Expertise
- Retail and Ecommerce
- HRO/ Background Verification
- Payroll
- Retail Banking
- Medical Billing
Timeline
Manager (Lowe's Retail)
Sivisoft Solution
08.2022 - 11.2023
Account Manager (Target Retail)
Prism IT Corp
02.2022 - 08.2023
Senior Team Leader
Hexaware Technologies
02.2018 - 01.2021
Team Manager (Amazon)
Sutherland Global Services Limited
05.2016 - 07.2017
Senior Customer Support Lead (Home Depot -IDM)
TATA Consultancy Services
11.2013 - 05.2016
Benefits Operations Administrator (Pensions Processing)
Aon Hewitt
11.2012 - 07.2013
Senior Customer Support Executive (Barclays)
Intelenet Global Services
04.2010 - 10.2012
Junior Customer Service Executive
Ajuba Solutions
10.2008 - 02.2010
Bharathiar University
Bachelor of Arts from Tourism And Travel Management
07.2005 - 07.2008
Mountain Home School
High School Diploma
01.2003 - 01.2005
Stanes Higher Secondary School
SSLC
01.2003 - 01.2003
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