Uzair Khan
Gurugram, Haryana
Summary
Dynamic team leader with a proven track record at BT e-serv, adept at optimizing resource allocation and enhancing team performance. Skilled in conflict resolution and mentoring, I drive continuous improvement and foster collaboration. Proficient in MS Office, I empower teams to exceed performance goals while maintaining a positive work environment.
Overview
9
9
years of professional experience
Work History
Team Leader
BT e-serv (India) Private Limited
11.2023 - Current
- Optimized resource allocation to enhance team output while reducing costs.
- Facilitated decision-making through open dialogue and consensus-building techniques.
- Conducted risk assessments for project phases, identifying obstacles proactively.
- Empowered team members by delegating tasks based on strengths and expertise.
- Mentored reporting experts to develop leadership skills and career progression.
- Set performance expectations, monitored progress, and provided constructive feedback.
- Managed conflict resolutions among team members to maintain a positive work environment.
- Maintained database systems for operational data tracking and analysis.
Learning Professional
BT Group Business Services
07.2022 - 11.2023
- Analyzed training methods to identify inefficiencies and exceed performance goals.
- Developed curriculum and assessments for diverse training programs to enhance learning outcomes.
- Trained new hires in Billing and Order Management across various business lines.
- Implemented innovative teaching strategies to enrich trainee learning experiences.
- Maintained exemplary attendance record with consistent punctuality and reliability.
Subject Matter Expert
BT Group Business Services
10.2020 - 06.2022
- Led daily operational activities as acting team leader, ensuring smooth workflow.
- Aligned schedules and rosters while motivating team members to achieve goals.
- Served as primary escalation point for customer inquiries and internal issues.
- Managed client relationships to foster excellent service and drive repeat business.
- Resolved customer complaints through proactive follow-ups and effective solutions.
- Identified customer-impacting issues, implementing process improvements to enhance satisfaction.
- Cultivated a culture of continuous improvement by eliminating barriers to efficiency.
- Conducted orientation for new employees, providing essential information and support.
Customer Service Advisor
BT Group Business Services
05.2018 - 09.2020
- Resolved queries for small and medium enterprise customers in UK.
- Conducted inbound and outbound interactions with customers to address needs.
- Managed after-sale processes, including order handling and billing procedures.
- Achieved KPIs for repeats, ASAT, NPS, and sales metrics.
Senior Executive
Aegis Ltd
09.2016 - 04.2017
- Served as senior executive for Airtel's Nodal and Appellate Desk.
- Managed customer interactions across India to resolve account, activation, and pack inquiries.
- Ensured high-quality service delivery while addressing customer complaints efficiently.
Education
Bachelor’s - Mass Communication: Journalism
Guru Jambheshwar University
Hisar, Haryana06.2013
XII - Commerce
CBSE Board
Fatehpur04.2010
X -
CBSE Board
Fatehpur04.2008
Skills
- Adaptability and flexibility
- Team collaboration
- Time management
- Leadership skills
- Effective communication
- Critical thinking
- MS Office proficiency
- Multitasking and problem-solving
- Continuous learning
- Performance motivation
- High-performance driving
- Complaint resolution
- Shift scheduling
- Quality improvement
- Performance evaluation
- Problem solving
- Coaching and mentoring
- Transitioned and onboarded new projects
Accomplishments
- Recognized by the Director as best trainer of the month.
- Recognized by the Director two times as Best SME of the month.
- Awarded multiple times for keeping best NPS and ASAT scores.
- Recognized more than five times as Star Performer of the month.
Additional Information
Dealt with small and medium enterprises billing, collections and invoicing queries, have in depth knowledge of bills and payments, Hold an experience of more than three years in billing.
Languages
- English
- Hindi
- Urdu
Personal Information
Title: Team Leader
Timeline
Team Leader
BT e-serv (India) Private Limited
11.2023 - Current
Learning Professional
BT Group Business Services
07.2022 - 11.2023
Subject Matter Expert
BT Group Business Services
10.2020 - 06.2022
Customer Service Advisor
BT Group Business Services
05.2018 - 09.2020
Senior Executive
Aegis Ltd
09.2016 - 04.2017
Bachelor’s - Mass Communication: Journalism
Guru Jambheshwar University
XII - Commerce
CBSE Board
X -
CBSE Board
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