Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Personal Information
Timeline
Generic

Tasoof Shaikh

Malad(West)

Summary

Expert in customer care services with strong analytical and communication skills. Proven ability to enhance operational efficiency through strategic workforce management and effective scheduling. Experienced in optimizing productivity by managing and allocating human resources to meet business demands while controlling labor costs. Adept at utilizing advanced tools for workforce planning and forecasting.

Overview

22
22
years of professional experience

Work History

Workforce Manager

Iqor
07.2022 - Current
  • Provide Shells for future week inline with projections from the Planners
  • Client coordination (provide over and under report, and other report)
  • Update schedules on tool like E.g Nice IEX, Verint.
  • Familiar with Tools like Nice IEX, Incontact, Verint, blue pumpkin etc.
  • Arrange weekly and daily calls and communicate upcoming events such as holidays and peak days for business.
  • Manage Head count (currently dealing with 800 Heads for 3 clients).
  • Developed and implemented workforce management strategies to ensure optimal productivity.
  • Monitored daily operations of the workforce team to ensure compliance with company policies and procedures.
  • Conducted regular meetings with team members and supervisors to discuss workloads and performance.
  • Assisted in the recruitment process by reviewing resumes, interviewing candidates, and onboarding new hires.

Freelance Artist Manager PR/Marketing solution provider

Armanco Technologies
07.2020 - Current
  • Provide Artist Bands for events
  • Influencer for Posts and Reel
  • TVC & Print Media
  • Clients – AajTak/Sula Vineyards/Chpter7/Moonshine/Sayaji Hotels/Highlife Exp/Aisa Jewels/Ferns Hotel/Flags Hotel/Radisson
  • Researched new markets for the artist's music to expand their fan base.
  • Researched industry trends in order to stay ahead of the competition.
  • Attended meetings with label executives to discuss marketing plans for upcoming releases.
  • Coordinated tour dates and venues with artist, managers, agents and promoters.
  • Organized listening parties and release parties at various locations around town.
  • Managed budgeting for recording projects and promotion campaigns.
  • Served as primary contact for contracts, emerging opportunities and legal matters.

Artist Manager & PR Marketing

Moksh Events Private Limited
03.2018 - 06.2020
  • Assess talent, their reliability, and determine their market potential
  • Developing and Negotiating contracts and deals
  • Developing/Supporting the artists creative vision
  • Guide artists through the Music Industry.
  • Collaboration With Influencers and Bloggers for song promotions.
  • Organising sales visits
  • Demonstrating and presenting products
  • Establishing new business
  • Maintaining accurate records
  • Attending trade exhibitions, conferences and meetings
  • Reviewing sales performance
  • Negotiating contracts and packages
  • Aiming to achieve monthly or annual targets.
  • Create plans to cultivate fan bases

Real Time Analyst

Sitel Pvt Ltd
04.2017 - 02.2018
  • Company Overview: Mumbai, India
  • Performing the role of a mentor for a team of 9 RTAs effectively managing 6 US based processes with a span of 650 FTEs.
  • Also managing the role of a scheduler for 3 processes along with planning for 2 LOB’s with a span of 215 FTEs (Tool Used: eWFM & erlang)
  • Inputs for forecast generation based on weekly trends.
  • Attending Staffing calls to discuss the Intra Day Performance & provide suggestions to mitigate the staffing Gaps.
  • Process Transition & training for new 4 RTA process.
  • Reporting Intraday & Overall stats for the processes managed on a Daily, Weekly & monthly basis.
  • Maintaining & publishing Shrinkage and Schedule adherence reports
  • Mumbai, India

Senior Sales Manager (PR)

News 24x7
07.2011 - 01.2017
  • Lead 24x7 News’ social media strategy to drive engagement, audience growth and conversion across all social arms for the news division’s flagship accounts.
  • Establish new contact with business houses for advertisements.
  • Manage the social media team for core 24x7 News social accounts. (Facebook, Instagram, LinkedIn and Website).
  • Content writing. (Including weekly specials)
  • Arranging and coordinating with the artist management companies and event management companies for socials events and awards functions.
  • Foster social network relationships to test new features, improve performance, and grow audiences
  • Responsible for making editorial decisions around daily and long term coverage plans
  • Guide the voice of 24x7 News on social media
  • Lead social distribution strategy across the 24x7 News organization
  • Identify and make business cases for new social opportunities

Senior Customer Care Executive

3 Global Services Pvt LTD
03.2010 - 06.2011
  • Handle customer inquiries, complaints, billing questions and payment extension/service requests.
  • Calm/angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
  • Interface daily with internal partners in Telecom field services, new business, operations and consumer affairs divisions.
  • Maintaining a positive, empathetic and professional attitude toward customers at all times.
  • Responding promptly to customer inquiries.
  • Communicating with customers through various channels.
  • Acknowledging and resolving customer complaints.
  • Knowing our products inside and out so that you can answer questions.
  • Processing orders, forms, applications, and requests.
  • Keeping records of customer interactions, transactions, comments and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Managing a team of junior customer service representatives.
  • Ensure customer satisfaction and provide professional customer service.

Clearing and Forwarding Agent

Supreme Octroi Agency
11.2003 - 12.2010
  • Handling the clearing and forwarding formalities on behalf of companies involved in taking care of all the paperwork and payment of taxes and making sure the process is completed in the stipulated period of time.
  • Worked with high profile clients such as L&T, Baskin and Robins, Kingfishers just to name a few.

Education

Higher School Certificate ( H.S.C ) -

Mumbai University
India
01.2004

Secondary School Certificate ( S.S.C ) -

Mumbai University
India
01.2002

Skills

  • Computer literate
  • Good knowledge of word
  • Email
  • Internet
  • Good typing speed

Hobbies and Interests

  • Listening to music
  • Reading books

Personal Information

  • Date of Birth: 10/22/85
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married

Timeline

Workforce Manager

Iqor
07.2022 - Current

Freelance Artist Manager PR/Marketing solution provider

Armanco Technologies
07.2020 - Current

Artist Manager & PR Marketing

Moksh Events Private Limited
03.2018 - 06.2020

Real Time Analyst

Sitel Pvt Ltd
04.2017 - 02.2018

Senior Sales Manager (PR)

News 24x7
07.2011 - 01.2017

Senior Customer Care Executive

3 Global Services Pvt LTD
03.2010 - 06.2011

Clearing and Forwarding Agent

Supreme Octroi Agency
11.2003 - 12.2010

Higher School Certificate ( H.S.C ) -

Mumbai University

Secondary School Certificate ( S.S.C ) -

Mumbai University

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Tasoof Shaikh