Davis Road, Cooke Town,
Bangalore – 560084
Mob: +91 - 988******* - E: firstname.lastname@example.org
Experienced and highly adept professional with 13+ years of experience with last 7 years focused on Sales, Customer Experience, Project\Program Management, Analytics, Reporting, Team Management and Business Operations.
KEY SKILLS & COMPETENCIES
Excellent verbal and written communication skills.
Ability to improve performance through supervision, coaching, counseling, mentoring and influencing others to accomplish desired outcomes.
Can manage multiple processes simultaneously.
Constantly looking at ways to improve performance, achieve set KPI’s and be the BIC
(Best in Class) across the competitors.
AREAS OF EXPERTISE
OPERATIONS - Contribute to short and long-term organizational planning and strategy as a member of the management team
- Develop, maintain and monitor all systems and procedures - recommend and implement improvements to systems
- Set clear directions and goals for teams. Track progress against time lines, miles stone and budget
- Possessing in detail SPOS (Sales at the Point of Service) process knowledge
- Designing effective plans for incentivization of the organization - Identify, design and create SPOS contest/SPIFF to boost performance
- Good numerical skills with ability to calculate different financial metrics
- Coaching, training & developing the new hires/peers
- Ability to take ownership of issues and to work alone with little or no supervision
- Extremely organized with a high level of attention to details
- Ability to respond to timeframes and deadlines with pace CAREER HISTORY
HPI – Bangalore (IN)
Customer Experience Program Manager Nov 2018 - Present Asia Pacific Region
Champion opportunities to consistently Improve the Quality of the Customer Experience Continually review and evolve the collection of processes. To track, oversee and organize every interaction between the customer throughout the lifecycle, liaise with relevant business owners to champion change and lead prioritized service delivery improvements Deliver service improvements to improve the customer experience Influence senior stakeholders, staff and volunteers to support and deliver proposed improvements via the appropriate channels and processes
Use Net Promoter Score and other tools to measure improvements over time HPI - Bangalore (IN)
SPOS PROGRAM MANAGER BUSINESS DEVELOPMENT Nov 2014 – Oct 2018 Asia Pacific Region
Drive overall portfolio & process business case - working with product & process owners to help determine highest impacting opportunities, forecasting with benefits and measuring results.
Take point on key timely, clear outbound messaging to stake holders, including senior level executives. Regarding portfolio/process strategy & results Oversee customer relationships of critical importance Analyze and report actual performance vs. business case goals Proactively build & maintain relationships across key business stakeholders, product management, analytics, finance and site operations Identify new opportunities stemming from a data-drive view of E2E site Perform CBA (Cost-Based Analysis) and own E2E development & implementation of the portfolio/process available for the SPOS program
Work with the sales analyst to forecast and size up the sales for the identified opportunities
Hewlett Packard Consumer Strategic Center - Bangalore (IN) SPOS & BUSINESS-OPERATIONS LEAD May 2011 - Nov 2014 Responsible for contributing to the overall performance of the organization by driving KPI's and sales at every opportunity to meet targets in the North American region. Hewlett Packard Consumer Strategic Center - Bangalore (IN) REMOTE ESCALATION SPECIALIST January 2009 - May 2011 Hewlett Packard Consumer Strategic Center - Bangalore (IN) TECHNICAL SUPPORT SPECIALIST April 2006 - December 2011 ACADEMIC QUALIFICATIONS
MASTERS Master of Business Administration 2020
BACHELORS Computer Applications 2011
DIPLOMA Electronics and Communication 2006
ITIL® Foundation May 2019
Digital Marketing Professional Sep 2018
Digital Sales Aug 2018
DOB 21st May 1986
Marital Status Married
Languages English, Hindi, Urdu and Kannada.
I do hereby declare that all the above information furnished by me are true and correct to the best of my knowledge.
Place: Bangalore Naveed Ahmed.