Wajeed T. Shaikh
Team Leader Operations
Pune
Summary
I am ready to take on new assignments and ensure that the services rendered have a high probability of consistently meeting the defined deliverables and utilize my professional experience and skills to contribute towards smooth and effective running of the organization.
Overview
16
16
years of professional experience
1
1
Certification
3
3
Languages
Work History
Team Leader- Operations
Tech Mahindra Business Process Ltd
08.2024 - Current
- Vodafone Australia Billing Care Department
- Dealing with monthly and yearly bill related queries end to end (Upgrades / New Sales)
- Error Analysis
- FTE Calculation
- Doing Time and Motion Analysis
- Lead People Resources
- Develop and Co-ordinate Workflow
- Lead and Manage Projects
Team Leader- Operations
Allstate India Solutions Pvt Ltd
05.2021 - 06.2024
- Worked with First Party Medical Provider team
- Worked with Provider line for PIP(Personal Injury Protection) and Medical Payments
- Worked with adjuster to process payments for First Party Medical Provider
- Error Analysis
- FTE Calculation
- Doing Time and Motion Analysis
- Lead People Resources
- Develop and Co-ordinate Workflow
- Lead and Manage Projects
Assistant Manager – Operations (Virgin Media)
Concentrix Daksh Services India Private Limited
03.2016 - 05.2021
- Responsible for managing team of 30-40 associates, end-to-end customer service operations
- Provide assistance to agents and assign daily, weekly and monthly tasks as required to SMEs.
- Generate strategies to achieve the goals and objectives of customer service.
- Conduct staff meetings and work out improvement programs for the advisors.
- Prepare process metric reports and share with the higher management.
- Staffing Management.
- Attrition Management.
- Meeting SLA targets.
Process Trainer – T&TQ
Concentrix Daksh Services India Private Limited
04.2014 - 03.2016
- Handling a NHT team strength of 15-20 associates.
- Completing Inception and Early life phase transition
- Attrition Management
- Conducting refreshers and Monthly knowledge test
- TnI and managing new hires performance
- Providing floor support
- Coaching & mentoring team members
- Working as a backup for Team Lead.
- Preparing Reports and sending it to the entire Team for performance improvement and motivation.
- Conduct process training for new hires
- Coach associates to help them meet the targets
- Taking Training sessions to ensure associates are up-to-date with changes in policies & procedures
- Floor walking and resolving the queries of Team Members on calls.
- Making monthly performance report and Quality report for the Team.
Sr. Customer Care Executive
Concentrix Daksh Services India Private Limited
01.2012 - 03.2014
- Contact Handled inbound calls for Virgin media technical support tier 2
- Provided support with 3rd party gadgets such as Port forwarding, Mac filtering
- Deliver target as per service level agreements.
- Attend trainings and refresher sessions for new gadgets launched and support
Customer Care Executive
Concentrix Daksh Services India Private Limited
04.2010 - 01.2012
- Handled inbound calls for Virgin Media Tier 1
- Handled technical queries related to Broadband
- I have completed the ‘Train the Trainer’ course for Universal Voice Coach & Process Trainer in January 2016.
- Completed EL(Emerging Leader Programme) Education initiated by the Organization and got certified in 18 courses.
- Selected for Frontline Leadership Enhancement Program (FLEP) and also underwent 4 weeks of Job Rotational Program for Leadership Team.
Education
Bachelors of Arts - undefined
Wadias College SPPU
04.2025
Higher Secondary - undefined
Maharashtra Board
02.2009
Secondary - undefined
Maharashtra Board
10.2007
Skills
Goal-oriented leader with 11 years of experience in the UK Telecommunications & Travel Industry and 3 years of experience in Auto and Casualty Insurance
Experienced in managing teams in following fields: Collections, Customer Service
Ability to communicate and interact effectively with all levels of associates and management (Onshore/Offshore)
Excellent Presentation Skills and good knowledge of MS Office
Ability to achieve results within strict timelines
Ability to resolve conflicts within the team
Good experience in mortgage banking services
Strong leadership, team building and motivational skills
Good problem solving and decision-making skills
Good management, interpersonal, and client service skills
Interests
Playing team games such as Cricket and Football, Trekking, Swimming
Accomplishments
- Was selected as the High Flier for being the top performer as an executive and also Trainer
- Leader of the Quarter Apr – June 2018 (Team Leader)
- Leader of the Quarter July – Sep 2018 (Team Leader)
- Retention champ Nov - Jan 2019 (Team Leader)
Strengths
Professional, Punctual, Hardworking, Innovative, Flexible, Self-Motivated
Personal Profile
- Date of Birth: September 13th 1990
- Marital Status: Married
- Passport Number: H4739316
Certification
Aida L1
Timeline
Team Leader- Operations
Tech Mahindra Business Process Ltd
08.2024 - Current
Aida L1
12-2022
Team Leader- Operations
Allstate India Solutions Pvt Ltd
05.2021 - 06.2024
Assistant Manager – Operations (Virgin Media)
Concentrix Daksh Services India Private Limited
03.2016 - 05.2021
Process Trainer – T&TQ
Concentrix Daksh Services India Private Limited
04.2014 - 03.2016
Sr. Customer Care Executive
Concentrix Daksh Services India Private Limited
01.2012 - 03.2014
Customer Care Executive
Concentrix Daksh Services India Private Limited
04.2010 - 01.2012
Bachelors of Arts - undefined
Wadias College SPPU
Higher Secondary - undefined
Maharashtra Board
Secondary - undefined
Maharashtra Board