Tabassum Ansari
Thane
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
25
25
years of professional experience
Work History
Assistant Manager
DATAMARK BPO
THANE
08.2016 - Current
- Attained significant process stability within 8 months of joining by achieving 100% turn-around-time and delivering month-over-month improvement in accuracy scores.
- Achieved increased gross margins by implementing cost reduction strategies and optimizing seat utilization while ensuring efficient workforce allocation
- Continuously improved performance by meeting and surpassing GM targets
- Directly managing a workforce of 150 individuals with a range of responsibilities that includes supervisors, team leaders, trainers, and auditors.
- Drove business SLAs by enhancing productivity and accuracy, and implementing continuous improvement measures.
- Effectively maintained and monitored various reports, such as process level reports and client review presentations.
- Acted as the company interface by coordinating with clients to analyze their problems and requirements for process-related updates/issues.
- Managed regular presentations and reviews with onsite/offsite clients as well as internal management to share important updates.
- Facilitate growth of Associates, Team leaders and Supervisors through strategic succession planning
- Conducted and facilitated interviews for new candidates while managing the hiring process.
- Implemented an innovative incubation model aimed at managing attrition rates within the initial three-month period
- Roistering, leave planning, shrinkage management
- Effectively managed attrition to stay below 4% for the assigned process
- Implemented regular team recognition activities to enhance motivation
Team Leader
AEGIS GLOBAL LTD
Navi Mumbai
07.2014 - 08.2016
- Increased operational efficiency and ensured high-quality work by overseeing a team of 40 employees in the Reliance Mutual Fund Inbound Process from July 2014 to Aug 2016. Developed and implemented key performance indicators for subordinates.
- Achieved precise adherence to operational SLA requirements concerning accuracy and turnaround time.
- Implemented strategies such as feedback, RCA, and motivational schemes to achieve higher team productivity and accuracy scores.
- Streamlined task assignment process for improved efficiency in meeting project deadlines.
- Managed comprehensive TAT analysis report encompassing detailed data on unachieved TAT goals along with multiple client reports and presentations.
- Led internal SMT presentations and reviews on a weekly/monthly basis
- Facilitated regular team meetings to discuss task delegation and address escalated points, fostering effective communication.
- Motivated team members to increase productivity and improve quality.
- Contributed to the selection and onboarding of new team members through interview and hiring procedures at the specified site
- Streamlined processes for roistering, leave planning, absenteeism tracking, attrition management, and shift scheduling.
Team Member / Team Leader
RELIANCE COMMUNICATIONS INFRASTRUCTURE LTD (MUMBAI)
Mumbai
07.2006 - 07.2014
- Performed various tasks including generating MIS reports, managing IDMGMT operations, and providing real-time monitoring and scheduling support as a WFM team member.
- Supervised the maintenance and organization of the ID Management System's database for both new hires and employee departures
- Prepared Absenteeism and Outlier Reports
- Managed and supervised a team of 5 workforce management real-time specialists for real-time monitoring
- Ensured timely reporting of abnormalities to the leadership team through (Mail/SMS) by utilizing real-time monitoring technique.
- Immediately escalated reports of events such as fiber cuts, data link outages, and server problems causing Call flow disruption and performance impact to the appropriate department.
- Managed the weekly scheduling of around 500 agents
- Optimized call center operations by implementing efficient staffing schedules that consistently exceeded service level goals
- Managed data analysis for multiple call metrics including calls offered, handled, abandoned, AHT, Service Level, and forecasting. Implemented schedule adjustments as needed to elevate service level performance and minimize abandonment.
- Implemented IEX Software to streamline shift timings, break timings, and leave management.
- Led and supervised teams for Virtual Account Management, Broadband Life Cycle Management, and Consumer Collection Process
- Managed daily operations for a team of 20 employees, focusing on enhancing productivity and quality. Ensured seamless communication with customers by maintaining VOC and promptly reporting any concerns to the Client Service Team.
- Ensured compliance with operational SLA requirement through consistent attainment of conversion targets above 35%.
- Achieved revenue generation through motivating sales team and ensuring profitability excellence in profit center operations.
- Successfully maintained a closure rate above 62%, AHT below 95, SAR at 100%, and consistently delivered quality scores over 95% to meet SLA requirements.
- Ensured that C-SAT remained at a consistent 100% level for the team and the process
- Contributed to effective collaboration by actively participating in team meetings, focusing on task allocation and finding solutions to escalated issues.
- Motivated team members to achieve increased productivity and enhanced quality
- Streamlined operations by implementing efficient systems for rostering, leave planning, absenteeism management, attrition control, and shift planning.
Sales Coordinator
SUMAN MOTELS
THANE
06.1999 - 01.2003
- Handled and organized client reservations
- Prepared and maintained sales statements
- Managed and maintained clientele database as part of back office process
- Conducted training sessions for new hires and facilitated ongoing training
- Directed, controlled, and monitored client support activities
Education
Bachelor - Commerce
BSPU UNIVERSITY
Lucknow01.1999
Skills
- Team Management
- Employee Engagement
- Management Information System (MIS)
- Microsoft Office
- Ms-Excel
- MS-Word
- Power Point
- Employee Scheduling
- Cost Reduction
- Employee Performance Evaluations
- Operations Management
- Recruiting and interviewing
- Succession Planning
- Employee engagement
- Team motivation
- Employee performance evaluation
- Customer Relations
Personal Information
- Date of Birth: 03/07/77
- Nationality: Indian
- Marital Status: Single
- Visa Status: NA
Languages
- ENGLISH
- HINDI
- MARATHI
Hobbies and Interests
- CARROM
- BADMINTON
- LISTENING TO MUSIC
Accomplishments
- Received Award for "Team Work" for the year 2024
- Rewarded with "Bravo Zulu" Award from Client for the year 2023
- Awarded as "I Made an Impact" for the year 2019
- Awarded as "Key of Success" for the year 2018
- Awarded as "Best Supervisor" for the year 2017
- Rewarded as "Best Asset Keeper" in Outbound R n R Sept 2010
- Topped the Outbound Team Scorecard consecutive 5 month Sept 2009 till Jan 2010
Affiliations
Participate in Jash and Josh Activities and stood First in Throw Ball for consecutive Two Year 2009 and 2010.
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
Assistant Manager
DATAMARK BPO
08.2016 - Current
Team Leader
AEGIS GLOBAL LTD
07.2014 - 08.2016
Team Member / Team Leader
RELIANCE COMMUNICATIONS INFRASTRUCTURE LTD (MUMBAI)
07.2006 - 07.2014
Sales Coordinator
SUMAN MOTELS
06.1999 - 01.2003
Bachelor - Commerce
BSPU UNIVERSITY
Similar Profiles
VEERARAGHAVAN RVEERARAGHAVAN R
INTERPRETER at DATAMARK BPOINTERPRETER at DATAMARK BPO
Allan CostaAllan Costa
Senior Manager at DATAMARK BPO ServicesSenior Manager at DATAMARK BPO Services
Veeraraghavan RVeeraraghavan R
Interpreter at DATAMARK BPO SERVICES LLPInterpreter at DATAMARK BPO SERVICES LLP