Abdul Manaf
Date of Birth: 17thDec, 1989
Email:-Mobile No.: -
Over 6+ years of experience in Customer Service Industry, this includes both Voice and Non Voice process experience. Expertise in People Management, Client Management and SLA management.
PROFESSIONAL EXPERIENCE ( 5 Years and 2 months )_
Aegis Global (Startek) Bangalore, Karnataka
Team Leader – Operations Nov 2019 to Present
Roles &Responsibilities:
Currently handling 18 advisors and 1 ATLs, which include setting up SMART goals and achieving them.
Identified operational issues and devised goals and plans to address them.
Assigned tasks to individuals and ensuring that they achieve it by constant monitoring
Managing Team’s performance, setting up goals and achieving them in timely manner
Develop, maintain, trend and report Key Performance Indicators
Sharing experience, knowledge and ideas to help team members to develop
Driven continuous performance improvement for business results
Establish action plans for improvement and preparing Recovery Plan to mitigate the volumes
Provide feedback on employee and/or team performance to the supervisor and/or manager
Prioritize effectively and proactively in a time sensitive situation and consistently meeting the
deadline without any miss
Ran monthly goal contests with rewards and Motivated staff to reach goals through contest
Conducting Weekly call with the Internal and External Stakeholders and provide the queue current
performance status and highlighting any issues faced in Offshore
Aegis Global (Startek) Bangalore, Karnataka
Assistant TeamLeader May 2018–Nov 2019
Interacting with the clients to ensure that that the process delivers as per their expectations.
Work flow management with the team as per their skill set & shuffling the work for better queue management.
Attending weekly calls with the client to discuss task completion, sharing weekly analysis and thereby building rapport.
Taking care of the reports for the entire process. This is sent to the Operations team and Clients directly.
Coordinating meetings, appointments to discuss growth and improvement.
Looking after the quality of the teams and ensuring that effective feedback is provided to maintain and improvise with the help of Quartile Management.
Reviewing on change of process to understand the impact.
Trained several New Hired Batches and Cross-Skilled existing agents on Debt, Complaints Service and End to End process. (Correspondence &Back office areas)
Created training documents for End to End process for a Line of Business and has been accredited & signed off by the Client.
Ensuring that the agents are up to date every day on the process updates/changes.
Engaging the New Hire Trainees for the Client’s induction.
Identified projects and worked for improvement of training experience along with attaining maximum competency. Also, suggestion approved on automation for correspondence of the customers.
Received appreciation for Outstanding performance for more than 2 years consistently.
Awards and Recognition – Best Team for Year/Quarter, Lead of the Quarter, Star of the Quarter, Extra Miller and Performance Management.
Cross-skilling on different queues to know end to end of the process, and trained SMEs for improvement of the process.
Conducting and invigilating Process knowledge test on a monthly basis.
Aegis Global (Startek) Bangalore, Karnataka
Senior Executive – Customer Services January 2016 to May 2018
Been the mentor for the executives who was facing challenges on process and quality
Worked on team reports which were average handling time against completions, quality shared file, weekly and monthly performance.
Transaction monitoring to improve the quality of the process. Analysis of the data using the quality tools.
Maintenance and supervision of complete and accurate documentation of all transaction monitoring related activities.
Kept the team/peers aware of the Overtime details with the required completions.
Implementation of the calibration outcomes.
Queue assignment for different LOB’s
Creation and maintenance of performance reports.
Sutherland Global Services Cochin, India
Executive May 2015 to Dec 2015
Working closely with business clients to deliver maximum closures on complaint.
Shared best practices with team to be 100% effective and productive.
Collating reports on behalf of the Team Manager.
Conducted employee engagement activities to motivate the team.
Technical Support executive which handled for Anti Virus program
EDUCATION____________
Annamalai University Bangalore, Karnataka
Bachelor of Commerce(B.Com) March 2016 to March 2019
H.S.S Thiruvampady Alappuzha, Kerala
Pre-University College April 2006 to March 2008
Carmel Academy H.S.S Alappuzha, Kerala
High School Passed out in March 2006
ADDITIONAL SKILLS____
CCNA
Advance skill set in Microsoft Office, with a focus on Excel, Work and PowerPoint.
Good leadership qualities and effective team player.
Valued contributor who performs confidently and effectively under pressure and thrives on challenge.
Highly motivated for creative and innovative work.
Excellent communication skills with experience in delivering learning &development workshops.
Head of the Employee Engagement team within the process. Organised and actively took part in the Sports & Cultural competition.
OTHER INFORMATION____________
Represented School in Cricket championship.
Movie Making.
Exploring and Travelling places.
“I hereby declare that the information furnished above is true to the best of my Knowledge”
DATE:7/3/2021
Abdul Manaf
Bangalore
