Shahnawaz Khan
Call center Manager
Bhopal
Summary of Career
1. Proven Leadership: Demonstrated success in leading and motivating teams of customer service and telesales agents, achieving high performance standards, and fostering a positive work environment.
2. Process Improvement: Implemented efficient processes and workflow improvements that resulted in increased productivity and reduced operational costs.
3. Customer Satisfaction: Maintained high levels of customer satisfaction by ensuring exceptional service delivery, resolving complex issues, and implementing customer-centric strategies.
4. Sales Growth: Spearheaded telesales teams to achieve and exceed sales targets through effective coaching, training, and sales strategies.
5. Quality Assurance: Implemented and monitored quality assurance programs to ensure service excellence, adherence to compliance standards, and continuous improvement.
6. Team Development: Mentored and developed staff, enhancing their skills and career progression, resulting in low turnover rates and a skilled workforce
7. Data Analysis: Utilized data-driven insights to make informed decisions, identify trends, and implement strategies to optimize operations and improve performance.
8. Client Relations: Fostered strong client relationships, serving as a trusted point of contact and delivering on service-level agreements.
9. Cost Management: Effectively managed budgets, controlled operational expenses, and maximized cost-efficiency without compromising service quality.
10. Compliance and Regulations: Ensured strict adherence to industry regulations, compliance requirements, and data security protocols. Crisis Management: Demonstrated the ability to handle crisis situations and emergencies effectively, ensuring minimal disruption to operations. Technology Integration: Implemented and leveraged technology solutions to streamline operations, enhance reporting capabilities, and improve overall service delivery.
Experience as Team leader Operations
Spanco BPO
20 September 2010
24 November 2011
• Team leader operation for Idea prepaid service inbound contact center
• Led a team 20 associates
• Responsible for shrinkage/ Attrition/ Call Quality/AHT/Login Hours
Experience as Assistant manager Operations
Aegis Global Limited
10 January 2012
23 October 2017
Assistant manager operation in customer service in Airtel & Vodafone Inbound Contact center
• Ensuring that the process is meeting all the SLAs provided by the client in air
• management to avoid such penalties and get rewards
• Managed Airtel Rajasthan and MPCG account with the head count of 340 executives
• along with their supervisors and also handled Vodafone process with headquarter
• of 160 to ensure smooth operations including service level excellence customer
• support quality comprises & hygiene & resolution and documentation and TNPS
• Manpower utilization with effective roasting and schedule attainment for meeting SLA for the
process
• Analysis of performance data making strategies and implementation in order to
• enhance the performance
• Taking weekly and monthly review of supervisors regarding the performance and
• figure out the workable areas and making strategy to meet all KPI & KRA
Bachelor 09 October 2014
Bachelor's degree in Commerce