Zargham Ali Mir
Mumbai
Summary
NASP Certified:- Professional Sales Leader (CPSL)
Highly-developed communicator with outstanding capabilities in complex problem-solving and conflict resolution. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem- solving acumen. Methodical and well-organized in optimizing coverage to meet operational demands. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant Manager - Operations
Whitehat Jr Education Technology Private Limited
Mumbai
05.2020 - Current
- Developed and rolled out new policies designed to bolster productivity
- Delegated daily tasks to employees, streamlining daily progress and efficiency
- Directed strategic workforce planning, performance management, and benefits administration
- Trained and guided team members to maintain high productivity and performance metrics
- Trained new employees on proper protocols and customer service standards
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay
- Upheld great standards of leadership for employees, consistently leading by example for best-in-class Customer service
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues
- Monitored over 12 employees' day-to-day activities and made plans to rectify issues
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
- Developed and implemented strategies to reduce employee turnover, resulting in an 11% reduction in attrition.
Deputy Manager-Sales
Go Holidays Pvt LTD
Mumbai
11.2019 - 05.2020
- Closing leads with appropriate offers
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues and promote brand loyalty
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels
- Created reports, analyzed and interpreted data, including expenses, competition information, and revenues
- Enhanced supervisory and leadership abilities by working closely with mentoring Team Leaders and Assistant Managers
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
- Maintained, documented and presented progress reports to leaders
- Partnered with upper management in executing functional strategies and reporting capabilities
- Analyzed and reported performance data, translating findings into practical improvement actions
- Trained and mentored sales representatives on effective sales techniques, resulting in an increase in sales closures by 6%.
Team Leader
Q Conneqt Business Solutions
Thane
02.2017 - 11.2019
Conneqtng objectives aligned with company core values.
Team Leader
Epicenter Technologies Pvt Ltd
Thane
03.2014 - 02.2017
- Process: Cash 4 U ( Cash Loan Collections)
- Strategizing and preparing CLI (Calling Line Inbound) for inbound services
- Led team of 17 members while providing exceptional customer service
- Implemented new working processes which delivered continued improvements
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Facilitated training for associates through daily coaching and regular performance appraisals
- Optimized customer support by establishing collaborative service environment
- Positioned as go-to person for up to all staff members, troubleshooting complex administrative and training issues promptly
- Mentored and guided employees to foster proper completion of assigned duties
- Initiated timely response to emails, voicemails and written correspondence
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
- Worked with Quality team to create quality parameters and training materials
- Provided constructive criticism regarding quality assurance on collections team phone calls
- Publishing Salary Tracker and Attendance tracker.
Senior Customer Relationship Associate
Epicenter Technologies Pvt Ltd
Thane
12.2012 - 02.2014
- Process: Cash 4 U ( Cash Loan Collections)
- Handling 3 collection buckets
- Exceeded goals through effective task prioritization and great work ethic
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Worked flexible hours; night, weekend, and holiday shifts
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Proved successful working within tight deadlines and fast-paced atmosphere.
Fraud Analyst
Epicenter Technologies Pvt Ltd
Thane
10.2011 - 06.2012
- Process: Plastic Jungle (Gift Card)
- Analyzed large amounts of data to find patterns of fraud and anomalies
- Reporting fraudulent transactions to US (United States) team
- Blocking fraud accounts permanently
- Contacted customers directly to notify of fraudulent activity and minimize impacts
- Maintained energy and enthusiasm in fast-paced environment
- Exceeded goals through effective task prioritization and great work ethic
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Summarized all key information regarding investigation into detailed report for delivery to client
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
Fraud analyst
Intelenet Group of Companies Pvt. Ltd
Mumbai
07.2007 - 10.2011
- Process: Barclays Bank
- Contacted customers directly to notify of fraudulent activity and minimize impacts
- Summarized all key information regarding investigation into detailed report for delivery to client
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
- Analyzed large amounts of data to find patterns of fraud and anomalies
- Prepared variety of different written communications, reports and documents to ensure smooth operations
- Maintained energy and enthusiasm in fast-paced environment
- Managed 900 transactions per day
- Provided exemplary level of customer service to all individuals, including clients and company personnel
- Summarized all key information regarding investigation into detailed report for delivery to client
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Education
BBA - Business Administration
Attempting
Correspondence06-2024
Certified Professional Sales Leader -
National Association of Sales Professionals
08.2023
Certified Professional Sales Person -
National Association of Sales Professionals
01.2023
GED -
Attempted
Mumbai03-2009
Skills
- Effective Time Management
- Ability to Work Under Pressure
- Critical thinking and problem solving
- Leadership and Teamwork
- Mentoring
- Sales
- Sales Strategy
- Sales Planning
- Sales Leadership
- Business planning
- Operations management
- Training & Development
- Sales Tracking
- Staff Management
- Lead Generation
- Sales Reporting
- Sales process
- Direct Sales
- Sales strategy development
- Sales operations
- Sales expertise
- Sales Coaching
Accomplishments
- Best Fraud Analyst for the month 3 times in the year 2010 and 2 times in the year 2011
- Highest Collection in all buckets 4 times in year 2013, 2 times in year 2014
- Best Team Leader- Collections for Quarter in Year 2015, 2016 and 2017
- Best Team Leader- Sales for Quarter in the year 2019
- Appreciation received from the client for Identifying issues related to sales and increasing sale to double in year 2019
Contact Information
Mumbai, India
Personal Information
- Date of Birth: 10/11/88
- Nationality: Indian
Languages
- English
- Hindi
- Marathi
Certification
- Business Communication, Mumbai
June 2015 - Understanding Basic Charts, Mumbai
July 2015 - Effective Feedback Mechanism, Mumbai
August 2015 - Train the Trainer Workshop, Mumbai
September 2015 - Email Etiquette, Mumbai
October 2010 - Mentoring and Coaching, Mumbai
January 2016 - MS Excel, Mumbai
February 2016
Timeline
Assistant Manager - Operations
Whitehat Jr Education Technology Private Limited
05.2020 - Current
Deputy Manager-Sales
Go Holidays Pvt LTD
11.2019 - 05.2020
Team Leader
Q Conneqt Business Solutions
02.2017 - 11.2019
Team Leader
Epicenter Technologies Pvt Ltd
03.2014 - 02.2017
Senior Customer Relationship Associate
Epicenter Technologies Pvt Ltd
12.2012 - 02.2014
Fraud Analyst
Epicenter Technologies Pvt Ltd
10.2011 - 06.2012
Fraud analyst
Intelenet Group of Companies Pvt. Ltd
07.2007 - 10.2011
BBA - Business Administration
Attempting
Certified Professional Sales Leader -
National Association of Sales Professionals
Certified Professional Sales Person -
National Association of Sales Professionals
GED -
Attempted
- Business Communication, Mumbai
June 2015 - Understanding Basic Charts, Mumbai
July 2015 - Effective Feedback Mechanism, Mumbai
August 2015 - Train the Trainer Workshop, Mumbai
September 2015 - Email Etiquette, Mumbai
October 2010 - Mentoring and Coaching, Mumbai
January 2016 - MS Excel, Mumbai
February 2016
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