Irfan Ahmed M

Career Objective:

Find a challenging career opportunity in an organization that allows me to learn and enhance my professional skills.

EXECUTIVE SUMMARY

• More than 9 years in Regional Operations and customer Service with Multiple locations. • Presently working with Lekhya Motors Pvt Ltd. • Proficient at managing & leading teams for running successful process operations

• Resourceful at maintaining business relationship with clients and customers

• Skilful at monitoring & motivating the large workforce.

• Proficient in Team Management, Backend/call center operation team comprising of Customer care, Retention.

AREAS OF STRENGTH:

• Monitoring overall functioning of process, identifying improvement areas and implementing adequate

Measures to maximize customer Experience

• Planning & work on Business development/revenue generation with optimum usage of the provided infrastructure.

• Maintaining the agreed SLA

• Implementing short/long-term plans for achieving process objectives.

• Ensuring providing with pre/post operational and technical service assistance achieving delivery

and quality service norms.

• Managing Team functions viz, manpower planning, performance based trainings, mentoring, etc.

• Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members.

• Pivotal in assessing the individual team members’ performance against the deliverables and guiding them to take measures to improve performance on week-to-week or a daily basis as per the requirement

CAREER FEATURES

Period

Served

Company Name

Position held /Responsibilities

01

20th Aug’01

To

22th Jun’04 Kusugal Electricals

Worked as an Electrician with Electrical Contractor, Responsible for House wiring.

02

22nd Aug’04

To

28th Apr’06 Convrgnt Value Engineering Dubai

Worked as an Electrician, Responsible for house wiring.

During the period was taking care of >100 Villas maintenance for the period of 6 months.

03

Feb’07

To

Feb’09 Firstsource Solutions Pvt Ltd

Executive Operations –

To solve customer grievances at first level.

03

Oct,09

to

Feb’13

Firstsource Solutions Pvt Ltd

Team Leader – Operations :

Maintaining CTQ & CTP targets and goals for the team & process.

Coordinating integration with support functions viz. Quality, Training, Technology, Compliance and HR.

Providing Cross Training to Process Associates to handle High Volume Situations and reduce Idle Time.

Providing Matrix-driven technical trainings for the team to help them improve skills and reduce average handling time.

04

Mar’13 to

Oct’13

Vodafone South Pvt Ltd

Retention Spoc :

Ability of an employee to retain its customers over some specified period. High customer retention means customers of the product or business tend.

05

Jan’14

to

Nov ‘14

HMRI (Health Management And Research Institute)

Team Leader – Operations :

Maintaining CTQ & CTP targets and goals for the team & process.

Coordinating integration with support functions viz. Quality, Training, Technology, Compliance and HR.

Providing Cross Training to Process Associates to handle High Volume Situations and reduce Idle Time.

Providing Matrix-driven technical trainings for the team to help them improve skills and reduce average handling time.

06

Nov’14

to

Nov ‘15

NIIT Pvt Ltd

Senior Sales Trainer:

Was In charge of Vodafone Retail training for Karnataka state ( Handled Retail team across Karnataka which includes team executive & store manager – Manage training needs, refresher on new product launch, Dip checks on store ambience )

07

Dec’15 to

1st Mar’18

Aegis Pvt Ltd

Team Manager :

Assisting the team leader in organizing, planning and implementing strategy

Coordinating operations

Ensuring schedules and objectives are met

Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)

Collecting and analyzing call-center statistics (AHT, TNPS, Quality, Service level, repeat caller, customer experience etc.)

Evaluate performance with key metrics (accuracy, call-waiting time etc.)

08

2ndMar’18

To till Date

Lekhya Motors Pvt Ltd ( NEXA DEALERSHIP)

Training and Development Manager :

Maintaining training needs, refresher on new products, Vehicle stock management, Productivity of Relationship Managers.

a) Zero RMs to appear in Zero retail category

b) >70% RMs to achieve productivity targets designed by the company

ACHIEVEMENTS

• Awarded as a Super Star for exemplary performance during winter Olympics in the year December 2007.

• Awarded as a Rising Star for exemplary performance for the month of December 2009.

• Awarded as a Patron Passionate (CSAT) for the month of January 2010.

• Awarded as The Phoenix for the Quarter Jan,Feb,Mar’2010,

• Awarded as a Shining Star for the month of March 2010.

• Awarded as a Quality Star for the month of March 2010.

Awarded as a Star Team& Star Magician – Prepaid for the month of JAN’12.

Awarded as a Star Team – Prepaid for the month of MAY’12.

Awarded as a Star Team – Prepaid for the Quarter AMJ (April / May / June).

Awarded as a Star Team &Star Magician – Prepaid for the month of JUL’12.

Awarded as a Star Team & Star Magician – Prepaid for the month of SEP’12.

Awarded with 6 silver coins for having the highest postpaid conversion for the month JUL,AUG,SEP’2012

Highest Sales conversion (8000 Sales) for the month of July’12.

PROFESSIONAL TRAINING PROGRAMMES:

• TTT: Train the Trainer( Certified from Vodafone Team)

• TLEP: Team Leader Assessment Program.

• NLCP: Neo Leader Certification Program.

• ICE: Impacting customer experience

• Medical Algorithm & Disease summary training

• Trainer Delivery Enhancement Program

• The Power Of Your Presence

• TLDP: Team Leader Development Program

ACADEMIC CREDENTIALS

• B’Com from Chandra Mohan Jha University

• ITI in Electrician

• SSLC from KDO Jain Eng Med School

PERSONAL INFORMATION

• ADDRESS

Spring wood apartment, Door No 009, Manoj Park, Bengeri Ext, Next To St Michael School, Hubli 580032.

• CONTACT

MOB: 998-***-****

E-mail: ac6xab@r.postjobfree.com

• LANGAUGES KNOWN TO SPEAK

English, Kannada, Hindi.

Contact this candidate