Imran Mohammad Jameel Khan

IMRAN MOHD JAMEEL KHAN H. No. 77, Jaora Compound, Indore Phone:- Email:-LinkedIn: [www.linkedin.com/in/imran-mohammad-jameel-khan-264b50b6] PROFESSIONAL SUMMARY Dynamic and results-driven professional with total of more than 18 years of experience starting with 8 years in international BPO industry and with over 10 years of experience in US staffing and Managed Service Provider (MSP) environments, I have developed a comprehensive understanding of talent acquisition, vendor management, and client relations. Proven track record in managing customer success, vendor management, Strategic sourcing, Category management, Contingent workforce management, Vendor Management, Purchasing operations and Team/Stakeholder Management, and resource management across various sectors including IT, and Staffing & Recruitment. Demonstrated expertise in driving customer adoption of SaaS solutions, leading complex projects, and ensuring high-quality service delivery. Fluent in English with a strong background in US processes and BPO quality analysis. PROFESSIONAL EXPERIENCE Manager, Customer Success (Techno Functional with SaaS Platform) SimplifyVMS (Remote) January 2023 – November 2024 Developed and executed success plans aligned with client objectives to ensure optimal outcomes with workforce SaaS solutions. Managed SaaS support for clients in the US and Canada, overseeing software implementation and transition. Led project integrations, expansions, and new functionality adoption while meeting SLA requirements. Drove customer adoption through training, resource provision, and high-priority issue resolution. Produced content for QBRs and knowledge base articles, enhancing client education and system functionality understanding. Managed escalations, resolving high-priority and complex issues by using available resources. Worked on ZOHO ticketing system for managing tickets. Used Confluence tool and Jira ticketing system as well. Program Coordinator/Resource Manager Magnit MSP (for Disney/Toyota/Audible Clients) May 2019 – January 2023 Oversaw full-cycle resource management and facilitated staff augmentation needs in collaboration with client managers. Worked directly with client managers to facilitate staff augmentation need and all related transactions. Worked closing with management to prepare job descriptions and requisitions for all positions. Coordinated with HR, Legal, and Corporate Security to ensure compliance and onboarding of contractors. Provided feedback to supplier on candidate during entire hiring process. Managed bill rate negotiations, background checks, and supplier activities, providing ongoing training and support. Answered supplier questions, monitor supplier and contractor activities. Managed on-going training of hiring managers and client stakeholders on program and policies, requisition and contingent worker/engagement management. Implemented and maintained MSP programs, conducted market analysis, and handled requisition management. Produced and managed workforce management reports, managed cost allocation, and addressed client-specific requests. Reviewed resumes, conducted phone screens, submitted candidates and coordinated interviews with hiring managers. Provided market analysis and negotiated competitive bill rates for hiring managers. Taking intake calls with Hiring Managers to understand the insight of the requisitions. Involved in Cost allocation codes management for the client Managed resume review and coordinating with 55 suppliers on their day-to-day requirements and acting as a point of contact for them from offshore team. Managed full cycle for light industrial department of Disney. Responsible for responding to emails coming to team alias inbox. Working with different Disney tools to get optimum efficiency. Client Relationship and Communication Lead Vertisystem Inc., Indore, MP July 2017 – May 2019 Managed existing client accounts and developed strategies for relationship building and business growth. Plan and execute a client relationship strategy. Establishing good relationship with client coordinators that helps in business development. Conducted client conference calls, planned client relationship strategies, and ensured professional communication. Ensuring timely, appropriate, and professional client communications. Ensuring day to day client coordination and actively connecting with them to support them in their daily activities. Led a team, providing coaching and mentoring while resolving client HR and onboarding queries. US IT Recruiter Sysazzle Inc., Indore, MP April 2015 – March 2017 Conducted full-cycle recruitment including sourcing, screening, interviewing, and placing candidates. Knowledge and hands on experience on popular job board sites. (Like Dice, Careerbuilder, Monster) Screened resumes based on education, professional experience and the fit with qualifications and requirements of positions. Specialized in Federal and Healthcare domains, managing roles requiring various security clearances. Recruited US Citizens, Green Card holders, H1B and TN visa holders, EAD for numerous positions. Handled salary negotiations, relocation coordination, and passive candidate sourcing. Extensive experience working on requirements where different level of security clearance is required. Extensive experience working on Full Time requirements Conducted preliminary phone interviews with applicants to decipher their expertise on various skills. Interviewed short listed candidates and evaluated them based on attitude, communication and core skills. Assistant Manager, Operations Synergy Education International Pvt. Ltd., Indore, MP October 2013 – November 2014 Collaborated with COO and CEO to drive sales and meet revenue targets, ensuring process efficiency and hygiene. To ensure we achieve our daily, weekly and monthly targets in terms of revenue. Managed reporting TLs, analyzed performance, and implemented strategies to achieve daily targets. Ensured that all the reporting TLs are achieving their team sales targets on daily basis. To lay process in place and ensure 100% target is achieved. Responsible for maintaining shrinkage, attrition, Quality of the process. Senior Quality Analyst Teleperformance, Indore, MP April 2012 – October 2013 Monitored call quality, conducted internal calibrations, and provided feedback to improve team performance. Managed quality reports, internal and client calibration, and training sessions for new hires. Taking daily team huddle and explaining them about the process updates. Handling various teams on the floor, monitoring their calls and giving them feedback. Conducting quality sessions for new hires with experts and BQs on the floor. Analyzing refund and chargeback calls and generating report for the same. Working closely with WFM for teams login/log out. Monitoring the CMS, maintaining team AHT, scheduling breaks, etc. Taking team huddle and giving updates, if any. Senior Collector Zenta, Mumbai, MH April 2010 – January 2011 Achieved monthly targets, followed FDCPA regulations, and ensured adherence to quality parameters in collections. Senior Technical Support Executive Sutherland, Mumbai, MH February 2009 – December 2009 Addressed and resolved technical queries related to DSL services, ensuring timely and effective customer support. Quality Analyst Infosys BPO, Pune, MH December 2007 – January 2009 Monitored call quality, provided feedback for improvement, and generated quality analysis reports. Handling various teams on the floor, monitoring their calls and giving them feedback. Ensuring that agents improve in terms of quality. Taking daily team huddle and explaining them about the process / updates. Attending client calibration twice a week. Use to make different reports for quality analysis. Process Executive Infosys BPO, Pune, MH January 2007 – December 2007 Handled technical queries related to DSL services and provided customer support to ensure satisfaction. EDUCATION Bachelor of Commerce DAVV University, 2003 TRAINING & CERTIFICATIONS C, C++ Tally 4.5 / 5.4 Internet AI dashboard using Microsoft Power BI (Certified by Skill Nation) SKILLS Contingent Workforce Program Management Client & Talent Acquisition Strategic Client Relations Vendor Management Resource Management MSP & VMS SaaS Solutions Communication & Team Leadership Recruitment & Onboarding