Zaffar Ahmed N
Bangalore
Summary
Dynamic leader with a proven track record at Dayforce India Pvt Ltd, adept in metric tracking and training, enhancing customer satisfaction through innovative process improvements. Skilled in staffing coordination and complaint resolution, I led a team to streamline operations, significantly boosting efficiency. My approach combines effective workflow management with a focus on mentoring, driving team success and operational excellence.
Overview
28
28
years of professional experience
Work History
Customer Service Manager
Dayforce India Pvt Ltd
Bangalore
05.2021 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Handling 18 member team along with 7.5 million employee records
Deputy Manager – Outsourcing
Payfront Technologies India Private Limited
Bangalore
04.2013 - 03.2021
- Monitored daily operations and ensured compliance with company policies and regulations.
- Conducted performance appraisals for subordinate staff members and provided feedback on their performance.
- Coordinated with other departments to ensure smooth functioning of activities.
- Provided guidance and support to team members to help them achieve goals.
- Resolved conflicts between staff members in a timely manner.
- Worked closely with customers to understand needs and resolve diverse issues.
Team Leader
Aon Hewitt India Private Limited
Bangalore
04.2007 - 03.2013
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Monitored daily workflow to ensure adherence to established policies and procedures.
Associate
Hewitt Associates India Pvt Ltd
Bangalore
04.2003 - 03.2007
- Payroll: Processing of monthly payroll with complicated calculations, such as arrears and valuations of perks. Finalization of TDS certificates, along with Form 24Q returns filing, and sharing the statutory reports, like PF, PT, TDS, ESI, and LWF, with clients on time.
- Reimbursements: Validation of all kinds of bills provided by the employees, such as LTA, medical, and telephone, etc. Checking the eligibility of all employees before. Making the reimbursement payout for the employees, as per the company policy.
- Final Settlement: Calculation of Gratuity, Leave Encashment, Notice Pay/Recovery, Prorated Salary Until DOL. Further TDS calculation is based on proofs submitted by employees.
Operations Manager
IFG-Ace Pvt Ltd
Chennai
04.1997 - 12.2001
- Responsibility is headed with respect to accounting, supervision, and interacting with the franchisee.
- Managing the unit assigned within Tamil Nadu.
- Giving the training to faculties.
Education
BBA - Business Administration
Madras University
Chennai03-1993
Skills
- Metric tracking
- Training and mentoring
- Staffing coordination
- Complaint resolution
- Process improvement specialist
- Effective workflow management
Accomplishments
- Twice received the awards for the performer of the year
Timeline
Customer Service Manager
Dayforce India Pvt Ltd
05.2021 - Current
Deputy Manager – Outsourcing
Payfront Technologies India Private Limited
04.2013 - 03.2021
Team Leader
Aon Hewitt India Private Limited
04.2007 - 03.2013
Associate
Hewitt Associates India Pvt Ltd
04.2003 - 03.2007
Operations Manager
IFG-Ace Pvt Ltd
04.1997 - 12.2001
BBA - Business Administration
Madras University
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