Syed Zoeb Jawed
Deputy Manager Operations
Pune
Summary
Seasoned Operations Manager and talented leader with 2 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
18
18
years of professional experience
Work History
Deputy Manager of Operations
Vodafone
PUNE
12.2011 - Current
- Managing daily service levels and delivery for the department
- Preparing detailed onsite reports for weekly, monthly and quarterly review.
- Maintaining an open channel of communication with on-site and relevant stakeholders
- Responsible for achieving monthly and quarterly business targets.
- Responsible for Hiring and onboarding of new intakes.
- People management, conducting regular one to One, weekly reviews with direct subordinates, fortnightly skips and monthly connects with the junior staff.
- Preparing weekly and monthly roster plans in line with the budgeted shrinkage
- Analyze data and suggest process improvements to the higher management.
- Manage business commercials like NPS, FCR, NBA, Delivery and other efficiency and compliance KPI's
Customer Relations Advisor
Hutchison 3 Global Services
PUNE
05.2009 - 12.2011
- Worked in the retentions department for UK customer.
- Also handled cross selling and customer complaints.
- Was awarded the best employee 3 times over a period of 18 months.
Senior Customer Associate
I Core E Services
Kolkata
07.2008 - 12.2008
- Handled inbound calls for UK customers for tele shopping.
- Have also done cross selling and upselling as part of the process.
Customer Support Executive
Jayshree InfoTech Consultants
Kolkata
01.2006 - 06.2008
- Managed US outbound sales. Worked in different processes over a period of 2.5 years.
Assistant Manager, Operations
Vodafone UK
PUNE
09.2017 - 11.2019
- Supervising and managing a team of customer service representatives.
- Setting targets and goals for the team and ensuring they are met.
- Monitoring and evaluating the performance of team members.
- Providing guidance, coaching, and training to team members to help them improve their skills and performance.
- Handling escalated customer complaints and resolving them in a timely and satisfactory manner.
- Conducting regular team meetings to discuss performance, issues, and updates.
- Ensuring that the team follows company policies, procedures, and customer service protocols.
Education
Higher Secondary - Commerce
St. James School
Kolkata 04.2001 -
Bachelor Of Commerce - Commerce
Dr. C V Raman University
Bilaspur 04.2001 -
Skills
Risk analysis and management
Accomplishments
- Earned the “Best advisor” Award in 2010 and 2011 for highest upgrades conversion and overall performance in Hutchinson 3 Global Services for 3 consecutive recognitions.
- Promoted to Deputy Manager in Vodafone after 3 years of being in a Assistant Manager role
- Earned the “STAR” Award in 2020 and Q3 & Q4 2022 for best TOM. Achieved an all green scorecard
- Awarded the “Best Team Manager” Award in 2017 for overall performance. Was also awarded the Best Team Manager for NPS for Q1 & Q3 of 2018.
- Collaborated with team of 4 in the development of an FCR project. Got an improvement of 3.2% over a period of 3 months.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Assistant Manager, Operations
Vodafone UK
09.2017 - 11.2019
Deputy Manager of Operations
Vodafone
12.2011 - Current
Customer Relations Advisor
Hutchison 3 Global Services
05.2009 - 12.2011
Senior Customer Associate
I Core E Services
07.2008 - 12.2008
Customer Support Executive
Jayshree InfoTech Consultants
01.2006 - 06.2008
Higher Secondary - Commerce
St. James School
04.2001 -
Bachelor Of Commerce - Commerce
Dr. C V Raman University
04.2001 -
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