Waseem Ahmed
BENGALURU
Summary
Accomplished, achievement driven and result oriented dynamic team player with capabilities and aspirations that add value to operational efficiencies. Have varied work experience across Telecom, such as Customer service and Sales. Having worked extensively in multiple markets from both in-house and partner perspective.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work History
Assistant Manager
Gameskraft
12.2022 - Current
- Played a pivotal role in leading the CX Support Team towards achieving targets and objectives, ensuring a seamless resumption of business operations in case of disasters.
- Implemented a robust Monthly Root Cause Analysis (RCA) process, effectively controlling attrition shrinkage, and proactively addressing issues with bottom performers to enhance team performance.
- Collaborated closely with team members to establish resources and strategies for successful business resumption in the face of unforeseen challenges.
- Spearheaded the preparation of detailed decks for Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR) to provide comprehensive insights into team performance and identify areas for improvement.
- Initiated and executed various strategic initiatives to drive team performance, enhance supervisor skills, and foster a culture of continuous improvement.
- Conducted weekly reviews with Customer Service Associates (CSAs) and cross-functional departments, addressing process gaps promptly and ensuring a cohesive operational workflow.
- Worked closely with senior management to ensure the seamless installation of new equipment, facilities, services, and systems to address business continuity issues.
- Held primary responsibility for exceeding business objectives, achieving high levels of customer service satisfaction, and maintaining account profitability.
- Leveraged a deep understanding of employee motivation to create a positive work environment that promoted higher team motivation and engagement.
- Implemented targeted strategies to improve occupancy and time on system, resulting in enhanced operational efficiency.
- Developed and executed plans to elevate Customer Satisfaction (CSAT), actively engaging in a continuous improvement process for a positive customer impact.
- Conducted regular coaching sessions with team members, focusing on quality parameters and communication skills to enhance overall performance.
- Ensured consistent alignment with Key Result Areas (KRAs) and Key Performance Indicators (KPIs) for smooth operations, conducting regular meetings to assess and improve team performance.
- Effectively handled escalation calls, providing swift resolutions and demonstrating problem-solving skills on the spot.
- Conducted in-depth data analysis, sharing valuable insights with relevant departments to drive informed decision-making and continuous process improvement.
Operation Manager
Sprintzeal Pvt Ltd.
Bangalore
12.2018 - 12.2022
- Worked closely with the Team members to achieve the targets, objectives, and established resources required for the successful resumption of business operations in the event of a disaster
- Monthly Execution of RCA done to control Attrition shrinkage & Bottom performer
- Worked closely with the Team members to achieve targets, objectives, and establish resources required for the successful resumption of business operations in the event of a disaster
- Preparing deck for WBR, MBR and QBR
- Take up initiatives to drive team performance and enhance supervisor skills
- Conduct reviews on weekly basis with CSA’s & other department to understand the process gap
- Worked with management to ensure that new equipment, facilities, services, and systems are installed so that the business continuity issues are addressed
- Head responsibility to exceed business objectives, customer service satisfaction and account profitability
- Understand people motivation and create positive environment that promotes higher motivation
- Improve occupancy and time on system
- CSAT improving plan to have better customer impact
- Coaching team member on quality parameters and communication skill
- KRAs and KPI meet every time for smooth operation
- Handling escalation call and problem resolutions on the spot
- Conduct reviews on weekly basis to understand the process gap
- Analyzing the data and sharing inputs with the concerned departments.
Team Manager
Intelenet Global solution.
04.2015 - 11.2018
- Ensuring that the team is trained on all products and Operational procedures and take care on Regulatory Changes
- Managed team performance and proactively enhancing it
- Understand people motivation and create positive environment that promotes higher motivation
- Worked closely with the Team members to achieve targets, objectives, and establish resources required for the successful resumption of business operations in the event of a disaster
- RR, CSAT improving plan to have better customer impact
- Coaching team member on quality parameters and communication skill
- Monthly Execution of RCA done to control Attrition shrinkage & Bottom performer
- Take up initiatives to drive team performance and enhance supervisor skills
- Nominating underperformer for proper training and coaching
- Ensuring that the team is trained on all products and Operational procedures and take care on Regulatory Changes
- Understand people motivation and create positive environment that promotes higher motivation
- Worked closely with the Team members to achieve targets, objectives, and establish resources required for the successful resumption of business operations in the event of a disaster
- Maintain BIA documentation to ensure critical business processes are well documented
- Conduct reviews on weekly basis to understand the process gap
- Provide instructional and informational materials on how staff is expected to function
- Co-ordinate with stakeholders to ensure that all Business Units are in sync on the BCP activities
- Direct strategically customer supporting campaign management and marketing operations
- Head responsibility to exceed business objectives, customer service satisfaction and account profitability
- Perform with technical Lead to convey customer needs, establish priorities and manage internal database performance of delivery resources.
Manager
Transact Global.
06.2012 - 03.2015
- Managing team performance and proactively enhancing it with a headcount of 100 plus
- Takes up initiatives to drive team performance and enhance supervisor skills
- Quarterly planning on budget & cost control
- Takes up initiatives to drive team performance and enhance supervisor skills
- Maintain BIA documentation to ensure critical business processes are well documented
- Conduct reviews on weekly basis to understand the process gap
- Provide instructional and informational materials on how staff is expected to function
- Assist divisions in the assignment and training of staff
- Maintain a library of support and business resumption procedures
- Negotiate contracts with customers working professionally with sales management, company finance along with contract organization
- Head responsibility to exceed business objectives, customer service satisfaction and account profitability.
Education
Bachelor of Commerce -
Shree Lalitha College
01.2012 - 04.2015
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Bangalore Pre-University College
01.2008 - 04.2010
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B.M English School
01.2008 -
Skills
Six Sigma Green belt certified
Positive track record of liaising with clients, internal teams, seniors and subordinates
Recognized interpersonal and communication skills with the ability to build and maintain strategic relationships
Certified by Microsoft Trainer in Excel
Analyzing and optimizing to coming up with ideas with a view to meet the desire numbers
Claim To Fame
- Awarded for generating the highest quarterly revenue (over 63 Lakh) multiple times. Each optimization accounted for a minimum increase of 16% in revenue.
- Consistently bagged the award for Best Employee of the year in 2016
- Spearheaded an Initiative to boost “Resolution Score” resulting in 15% increase in customer satisfaction
- Have been recognized as Best Team Manager in 2017 and 2018
References
Available on request.
Timeline
Assistant Manager
Gameskraft
12.2022 - Current
Operation Manager
Sprintzeal Pvt Ltd.
12.2018 - 12.2022
Team Manager
Intelenet Global solution.
04.2015 - 11.2018
Manager
Transact Global.
06.2012 - 03.2015
Bachelor of Commerce -
Shree Lalitha College
01.2012 - 04.2015
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Bangalore Pre-University College
01.2008 - 04.2010
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B.M English School
01.2008 -