Zahid Ashiq Rafeeq

• Enhanced working relationships by participating in team-building activities.
• Developed excellent working knowledge of industry trends and improvements in processes.
• Managed payroll accuracy using specific checklists and quality review processes.
• Promoted safe working environment by implementing regulatory standards, policies and guidelines.
• Screened, interviewed and hired candidates to facilitate smooth recruitment procedures.
• Coordinated with department managers to identify and facilitate workforce needs.
• Designed and updated training manuals, materials and presentations to align with objectives of organization.
• Overseeing recruitment processes, from job postings to interviewing candidates and selecting talent.
• Ensuring the company has the right number of people with the right skills at the right time. This could involve workforce forecasting and planning to meet business needs.
• Ensuring a smooth onboarding process for new employees.
• Acting as a point of contact for employee concerns and resolving conflicts.
• Ensuring a positive work environment and maintaining employee satisfaction.
• Leading performance review processes and ensuring that employees receive constructive feedback.
• Supporting leadership development initiatives.
• Administering employee benefits, including health insurance, retirement plans, and other perks.
• Aligning HR initiatives with business goals and contributing to the overall strategy.
• Driving cultural transformation and implementing change management strategies.
• Conducting employee surveys and gathering feedback to improve the work culture.
• Preparing reports on workforce trends and suggesting improvements based on data.
• Maintaining accurate employee records, including documentation related to licenses, certifications, and training completions, which are particularly important in an industry governed by compliance standards.

• Helped less experienced staff manage daily assignments.
• Helped senior management plan and carry out daily operations and meet key objectives.
• Met schedule using excellent planning and coordination skills.
• Managed all client inquires through resolution to enhance customer satisfaction ratings.
• Communicated regularly with team members to maintain clearly defined expectations.
• Improved service quality and increased performance by developing strong knowledge of company's products and services.
• Coached staff on operating procedures to maintain quality services.
• Optimized employee schedules by balancing company priorities with staff leave requests and shift preferences.
• Resolved customer queries and problems using effective communication and providing step-by-step solutions.
• Maximised customer engagement and satisfaction by delivering excellent customer service.
• Assisting sellers with setting up their accounts, including creating profiles, adding business details, and configuring their settings (e.g., payment options, shipping methods).
• Providing detailed walkthroughs or training sessions on how to use the platform effectively, covering areas like order fulfillment, marketing tools, and analytics dashboards.
• Educating sellers on how to communicate with buyers, handle inquiries, and manage customer feedback.
• howing sellers how to respond to customer reviews and feedback, and how to use this information for continuous improvement.
• Ensuring sellers are aware of legal requirements specific to selling their products, such as taxes, product safety, intellectual property rights, and consumer protection laws.
• Helping sellers build and maintain a consistent brand identity on the platform, including logo, store design, and customer messaging.

• Functional roles
• Managing a team of tenured Agents to engage and handle student queries (Test prep Business Unit)
• Provide support to customers and assist in resolving the issue in ERP
• Perform data analysis for generating reports on a periodic basis
• Manage helpdesk and ensure assigned tickets are handled flawlessly
• Prepare daily/weekly/monthly reports to show the progress of the team
• Analyze the post-class comments/calls and prepare WOW and MOM presentations
• Perform source system data analysis to identify NPS/ CSAT detractors and improve
• Work across multiple projects to understand platform usage and its implications
• Perform data migration audit, reconciliation, and exception reporting
• Responsible for directing and scheduling the activities, as well as handling team training (OJT) in order to ensure that the team members are always prepared to meet team goals
• People-related roles
• Monitoring the team's performance daily and providing feedback wherever required
• Communicate periodical procedural changes and important information to team members
• Interim and annual reviews and growth plan for team members
• Training new/existing team members on domains/systems/processes/profiles
• Maintain a fast, fun, and friendly team environment
• Manage shrinkage and attrition
• Achievements and Accolades
• Star Performer - Team Lead won for 4 months
• Leading and implementing business solutions in adherence to aggressive deadlines
• Ideas were implemented to reduce AHT and improve Quality
• Trained resources for the delegation projects
• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
• Inspired and managed teams in operational improvements, increasing overall productivity.

• Strategic roles
• Responsible for directing and scheduling the training for the new joiners, as well as handling attendance tracking in order to ensure that the team members are always staffed to meet team goals
• Assist with identifying, developing, and implementing improvements to existing procedures and functions to ensure efficient quality service to our team members
• Functional roles
• Serve as a point of escalation to the team and serve as a subject matter expert for the team
• Create Process documents and SOPs on new processes
• On a weekly basis interact with the Team Leads/ Managers team regarding the team's performance
• Continually improve team quality through CTC (Check the Checker) score through random audits for the audits completed by Quality Agents.
• Identified issues, analysed information and provided solutions to problems.

• Functional roles
• Establish and maintain rapport with customers (Students & Parents) or provide assistance for problems the customers may encounter.
• Collaborate with cross functions to integrate operations with business systems or processes.
• Enhance activities such as new student hand holding, platform guidance & academic guidance.
• SPOC for all Subscription Users.
• People-related roles
• Training new/existing team members on domains/systems/processes/profiles. (As it was an emerging team)
• Achievements and Accolades
• Awarded with Star Performer SAM title for monthly based performance assessment.

• Functional roles
• Hand Holding of new students and guiding them on the platform and courses
• User engagement & Retention specialist - Handling escalations and actively participating in YOY retention
• Coordinating with cross functions to improve the process and student platform experience.
• Developed short-term and long-term plans to increase operational efficiency and profits.

Functional roles

• Worked in airport service department in jet airways
• Devoted my full time and attention in discharging my duties strictly as per Company instructions and regulations
• Built rapport with customers through courteous and professional communications.
• Provided positive customer experiences and enhanced brand reputation through attentive, helpful service.