ZARGHAM ALI MIR
Mumbai
Summary
NASP Certified: Professional Sales Leader (CPSL). Highly developed communicator with outstanding capabilities in complex problem-solving and conflict resolution.
Results-driven Operations Manager with over 10 years of experience optimizing sales operations, streamlining processes, and driving revenue growth. Expert in managing cross-functional teams, implementing efficient workflows, and developing strategies that align with business objectives. Proven track record of enhancing customer satisfaction, reducing costs, and improving operational efficiency through data analysis and innovative solutions. Skilled in forecasting, performance analysis, and using CRM tools to improve sales performance.Committed to achieving targets while fostering a positive, productive work environment..
Overview
18
18
years of professional experience
1
1
Certification
Work History
Client Operations Manager
Teleperformance Pvt Ltd
Mumbai
06.2024 - Current
- HSBC - Personal Loan, Overdraft and Credit Card Sales
- Oversee and streamline daily sales operations to ensure efficient workflows.
- Develop and implement sales strategies to improve overall productivity and sales performance.
- Monitor and manage sales targets and key performance indicators (KPIs).
- Ensure the sales team has the necessary resources, tools, and training for success.
- Identify and implement process improvements to optimize sales operations and workflows.
- Develop and maintain standard operating procedures for the sales team.
- Track and assess sales processes, and suggest strategies for better efficiency.
- Analyze sales data, trends, and performance metrics to provide actionable insights.
- Prepare and present regular sales reports for senior management.
- Monitor sales forecasting and pipeline management, ensuring accurate and timely data.
- Manage the sales department budget, ensuring the effective allocation of resources.
- Oversee the procurement of tools, software, and other resources for the sales team.
- Monitor expenses, and work to reduce costs while maintaining sales performance.
- Work closely with the marketing team to align sales strategies with marketing campaigns.
- Collaborate with the product team to ensure a smooth transition of new products to the market.
- Help drive cross-functional collaboration to achieve company-wide objectives.
- Develop and manage accurate sales forecasts to align with organizational goals.
- Contribute to long-term sales planning and budgeting efforts.
- Ensure alignment between sales targets and overall business strategy.
- Ensure compliance with all company policies, industry regulations, and sales processes.
- Identify risks within the sales operations and take proactive measures to mitigate them.
Assistant Manager - Operations
Whitehat Jr Education Technology Private Limited
Mumbai
05.2020 - 06.2024
- Calls, Chats (Zendesk Chat) and Emails (Salesforce)
- 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
- Uphold 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
- Calls and Emails (Yandex mail)
- 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 topnotch 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
- Calls ( Aspect Dialer)
- Preparing and publishing reports to client as per requirements
- Maintaining and updating daily data on dialer (Aspect)
- Conducting daily briefings to share team performance and targets
- Set up and calibrated machinery to meet specific production requirements and meet desired tolerances
- Led team of 45 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
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
- Mentored and guided employees to foster proper completion of assigned duties
- Developed strategies for problem solving and conflict resolution among team members
- Conducted regular performance reviews to assess individual team member progress
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
- 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
Bachelor in Business Administration
Mumbai08-2024
Certified Professional Sales Leader -
National Association of Sales Professionals
08.2023
Certified Professional Sales Person -
National Association of Sales Professionals
01.2023
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
- Proficient in Aspect
- Proficient in AWS
- Proficient in Talkdesk
- Chat Process
- Email Process
- Performance analytics
- Project management
- Forecasting and scheduling
Certification
- Certified Professional Sales Leader, National Association of Sales Professionals, 01/2023
- Business Communication, Mumbai, 06/2015
- Understanding Basic Charts, Mumbai, 07/2015
- Effective Feedback Mechanism, Mumbai, 08/2015
- Train the Trainer Workshop, Mumbai, 09/2015
- Email Etiquette, Mumbai, 10/2010
- Mentoring and Coaching, Mumbai, 01/2016
- MS Excel, Mumbai, 02/2016
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
Languages
- English
- Hindi
- Marathi
Personal Information
- Date of Birth: 10/11/88
- Nationality: Indian
Timeline
Client Operations Manager
Teleperformance Pvt Ltd
06.2024 - Current
Assistant Manager - Operations
Whitehat Jr Education Technology Private Limited
05.2020 - 06.2024
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
Bachelor in Business Administration
Certified Professional Sales Leader -
National Association of Sales Professionals
Certified Professional Sales Person -
National Association of Sales Professionals
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