Customer Service Management
Resume:
Zulfikar. S +91-968**-*****
** ***** ** ********** ** BPO / CALL CENTER
E-Mail : *************@*****.*** / *********@*******.***
Linkedin : http://in.linkedin.com/in/szulfikar
Education : B.Com
Languages : English, Hindi, Tamil, Kannada, Telugu
75, Ramalakshmi Nagar, 2nd Street, Edayarpalayam, Coimbatore –25
Address :
OPERATIONS MANAGEMENT
o Reflecting pioneering and trend setting methods in Operations / Training & Quality
Management
o Handful of experience in MS Office & Client Communication
o Client Participation & Relationship Management
o Customer Satisfaction (C-SAT)
o Risk Management & Action Plans
o Call Volume forecasting
o Multi-Tasking Capability
o Multiple Project Management
o Business Strategic Analysis & Planning
o Operations Management & Excellence
o Manage & Drive Call Quality Management
o Cost Control Management
o Process Goal Settings
RESOURCE MANAGEMENT
o Management Information System (MIS) – Analyze, Create & Submission of Reports
o Manage Call flow, Head Count, Manpower Rostering & Utilization, AHT, Service
Delivery, etc.
o Monitor and maintain the team performance and ensure the process meets all the
parameters as per client SLA
o Strategic Planning & Team Management
o 24*7 Call Center – Customer Service Management
o Analyze, Identify & Implement for process Improvement
o Solve the site escalation on time in effective manner
PEOPLE MANAGEMENT
o Motivate team in all levels to meet the client requirements
o Coaching and Develop team internally to exceed client expectations
o Regular team meetings and One on One to ensure the growth of the Individual in a
team
o Appreciating team on regular basis to exceed the performance level
o Good Mentor
o Knowing individual team members strengths & Weakness to balance the performance
o Being Transparent with the team to feel my presence in person
o Maintain the records of the team performance and review on regular basis
LAURELS & HONORS
o Certified Internal ISO auditor @ GENISYS
o Introduced DIKSHA project to retain new employees to perform consistently in
operations
o Consecutively awarded as best Team Leader for 3 months @ GENISYS
o Initiated RAG analysis to increase sales performance @ NEXTZEN INFOTECH
PROFESSIONAL EXPERIENCE
NextZen Infotech (Aug 2011 to Till Date)
Genisys Informations Systems (Mar 2007 to Jul 2011)
AEGIS BPO Service (Nov 2005 to Mar 2007)
E2E Serwizsol (Mar 2005 to Nov 2005)
Reliance Info Streams Pvt. Ltd., (Jan 2004 to Mar2005)
NEXTZEN INFOTECH – OPERATIONS MANGER
PROJECTS
A. Domestic Outbound Sales & Lead Generation (Voice)
B. Australia Outbound Sales Holiday Package Process (Voice)
C. US & Canada Outbound Sales Telecom Process (Voice)
D. UK Lead Generation Technical Process (Voice & Non-Voice)
DURATION : 3 Years & 7 Months in Progress ( Aug 2011 To Till Date)
o Indentifying, developing and implementing best practice which results in better
performance
o Prioritizing and managing resources through other to meet goals
o Monitoring the overall performance of the team
o Creating and managing positive culture where the work can be carried out without any
work pressure
o Providing inputs to achieve team tasks on daily basis
o Demonstrating operations control within budget at process maturity
o Discuss and arrest the strategic & sensitive issues for betterment of process
o Regularly evaluate system & process to ensure that efficiency is achieved on regular
basis
o Overall responsibilities for short / medium term planning and organization of all
resources
o Attending regular progress meetings with Senior Management & Directors
o Establishing and implementing goals and objectives
o Sharing knowledge and expertise to the team in a highly professional manner
o Decision making in a pressured, commercial driven environment
GENISYS INFORMATIONS SYSTEMS
PROJECTS
A. Reliance Telecom Inbound Customer Service - Karnataka
B. BIG TV – DTH Inbound Customer Service – Karnataka & Kerala
C. MIS – Management Informations System
PROFILE: ASSOCIATED MANAGER – OPERATIONS (Jul 2009 to Jul 2011)
o Responsible for overall operations and its performance of the site
o Implementing new operational process and procedures
o Establishing and maintaining Roles & Responsibilities of team member under the
management
o Delivering regular team communication and organizing weekly & monthly meetings
o Controlling all associated operational costs according to the prevailing annual budget
as per forecast
o Adding value to existing work areas
o Maximizing accuracy, productivity and space utilization
o Organizing and maintaining operational Internal and Client review meetings as per
schedule
o Ensure process is executed as per QMS and is improve operational efficiency
o Identify areas of Improvement and introduce Service Improvement Plan accordingly
o Constantly reduce site level escalations and effectively work on all site level
escalations
o Handling team size of 350+ Associates, 18+ Supervisors & 4 Assistant Managers
o Identify plan of risk in advance and ensure the risk is handled at the minimum damage
level
PROFILE: ASSOCIATED MANAGER – MIS (Jul 2009 to Jul 2011)
o Plan, execute and control all MIS activities in order to meet the client requirements
o Responsible for updating the company’s reports and operational capabilities
o Framing Internal SOP’s & Guidelines for Process Management
o Identifying concern area’s for Process Improvement
o Creating performance metrics for both development and daily transactions against
SLA’s
o Generated close to 25% cost savings by creating effective overall MIS team
o Developing recruiting strategies and staffing plans as per respective process
requirements
o Supervise and motivate MIS team to work collectively and effectively
o Tracking process performance on daily basis
o Roster preparation (5 Projects, 3000+ Associates)
o Tracking revenue performance
o Ensure all the projects are delivering as per agreed SLA / SOW
PROFILE: TEAM LEADER – OPERATIONS (Mar 2008 to Feb 2009)
o Providing training to the team to improve the performance
o Communicating clear information's from the Sr. Management level to the team
o Monitoring and regular feedbacks to improve the team performance
o Manage the team flow of day to day operations
o Submitting reports to the respective functions on or before the deadline
PROFILE: Sr. QUALITY EXECUTIVE (Mar 2007 to Mar 2008)
o Document & implement test strategies, plans, process & standards
o Review the Quality process of the system and features
o Defining and executing performance and troubleshooting performance related issues
o Process Improvements
o Reporting
o Define and maintain the defect management
AEGIS BPO Services – Process Executive / SME
PROJECTS: AT & T (American Telecom & Telegraph)
DURATION : 1 Year & 4 Months (Nov 2005 To Mar 2007)
E2E Serwizsol– Quality Specialist
PROJECTS: Tata Indicom Inbound Customer Service (Tamil Nadu)
DURATION : 8 Months (Mar 2005 To Nov 2005)
Reliance Info Streams Pvt. Ltd., - Customer Service Executive
PROJECTS: Reliance Telecom Inbound Customer Service (Karnataka)
DURATION : 1 Year & 2 Months (Jan 2004 To Mar 2005)
Date: S. Zulfikar
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