Yousuff Khan
Bangalore
Summary
I am an enthusiastic & dedicated professional with extensive experience. I can manage, develop & motivate others to achieve targets. I can demonstrate a strong ability to manage tasks from conception through to successful completion. I am a proactive individual with a logical approach to challenges. I perform effectively in any kind of situation within the working environment. Assistant Operation Manager with extensive background in administration and human resources. Supervise daily operations and organizations. Strong competencies for addressing operational issues and concerns quickly. Determines staffing requirements, work assignments and schedules for new projects. Excellent skills hiring and recruiting to develop high-performing teams.
Overview
8
8
years of professional experience
Work History
Assistant Manager of Operations
Just Energy India
10.2023 - Current
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility
- Developed strong relationships with suppliers, resulting in improved product quality and delivery times.
- Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Participate in an active collaborative & secondary support lead with the ground level operations in the USA & Canada: such as the field team Water Treatment Specialists & Director of US &CA Field Operations: For Ex. Design, develop & push out, endorse adoption and adherence policy, boundaries and training new processes with the Field Technicians in United States and Canada
- Monitored key performance metrics to identify areas for improvement.
- Orchestrate and lead with a hands-on approach to demonstrating to the team how to solve challenges or issues ahead of time Drive quality assurance in the nuts and bolts of the KPI's established for the department
- Drive & Lead Cross Department inclusion for creation & support related to optimizing “Dispatch” by leading open collaboration with the BA Team, CS Team, Sales & Field Technicians.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Team Lead (Field Service Dispatch)
Just Energy India
11.2021 - 10.2023
- Technician's Management, Field Service Lightning (Salesforce FSL)
- Hiring the technicians and Onboarding
- Process training to the technicians
- Processing invoices for technicians and managing expenses
- Setting up polygons based on serviceable geographical area
- Jobs optimization, to reduce drive time of the tech and complete the job within specified slot
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Creating and configuring Service Territories, STMs and Flag and log booking errors
Team Lead (Customer Service Functions)
Just Energy India
07.2020 - 11.2021
- Assisting 25 CSRs with challenges, monitoring Calls, Chats and Emails
- Invoice creations for collection and managing approx. 20 Disputes each day
- Managing queues and meet SLA, Utilization and maintain Cancellations
- Voice KPIs, daily and monthly performance tracking monitoring agents' adherence and coach back
- Individual utilization tracking
- Tracking collections and KPI metrics, monitoring cancellations, escalation and collections calls
- Coach back issues from Billing cases, cancellations, SAs, mailouts, etc.
- Monitoring live calls, chats and emails for QA
Process Associate
Just Energy India
06.2019 - 07.2020
- Handling live chats, emails and web forms for HomeWater services Canada and US
- Managing Retention Program
- Managing Collections
- Real-time follow up through Service Appointment Schedules
- Billing issue escalations
Subject Matter Expert
24/7.ai
06.2016 - 04.2019
- Worked for AT&T DIRECTV (Entertainment) project as an SME for 14 months.
- Worked for CITI bank USA as a Credit Card Expert for 17 months
- Handling Customer query via inbound chats for leading American telecom company (AT&T) and Citi Bank
- Proven ability to lead the ranging between 10-15 members
- Driving client value metrics such as NPS above 75%, FCR
- Providing real time feedback to improve the performance
- Track and maintain the productivity metrics
Education
GED -
Reva College
BangaloreSkills
- Providing satisfactory resolution for the customers on chats and email
- Strong attention to detail and accuracy
- Excellent interpersonal communication skills
- Strong organizational and time management skills, ability to multitask and work in a deadline-driven environment
- Ability to manage relationship and expectations with the clients
- Team Management and maintaining SL, Abandoned Rate and Occupancy
- Quality drive on performance such as Cancellations and Retention
- Real-time monitoring to manage chat and Voice forecast and utilization
- Creating process documents and Standard Operating Procedure
- Scheduling and Optimization of appointment to field techs
- Hiring and Onboarding Technicians in United States and Canada
- MS Excel
- MS Word
- MS PowerPoint
- Salesforce Field Service Lightning
- CRM, Salesforce reporting and Dashboards
- Amazon Connect Reporting
- Five9 Campaign
Accomplishments
- Was awarded Star performer during my time with CITI (USA) banking program
- Appreciation on meeting the Quality & Compliance goal
- Been able to meet the client value metrics consistently post moving as an SME
- Inputs on Process Development
- Was awarded as best SME twice at AT&T (USA)
- Best Team Lead in Just Energy Dispatch
Languages
English
Kannada
Hindi
Tamil
Applicantname
Yousuff Khan
Personal Information
- Date of Birth: 08/07/1993
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Hobbies and Interests
- Riding vehicles
- Swimming
- Playing Cricket
Disclaimer
I hereby declare that the above particulars are true to the best of my knowledge.
Timeline
Assistant Manager of Operations
Just Energy India
10.2023 - Current
Team Lead (Field Service Dispatch)
Just Energy India
11.2021 - 10.2023
Team Lead (Customer Service Functions)
Just Energy India
07.2020 - 11.2021
Process Associate
Just Energy India
06.2019 - 07.2020
Subject Matter Expert
24/7.ai
06.2016 - 04.2019
GED -
Reva College
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