Mohammed Zohaib Khan
Angestellt, Deputy Manager - Customer Service, Technotask Business Solutions
Über mich
Multi-faceted professional with over 13 years of work experience, possessing knowledge in inbound, outbound, Retail, E-commerce, Telecom Banking, chat, and E-mail customer service for Domestic / International clients. A focussed, Result oriented, and Well versed in Data analytics, Manpower planning, People management, Issue solving, Client management, and SLA achievement Have done multiple projects with improving trend records on AHT, Quality, Attrition, Shrinkage, and C-Sat I have consistently demonstrated leadership, multitasking, and teamwork abilities in every aspect of my work experience
Werdegang
Berufserfahrung von Mohammed Zohaib Khan
Bis heute 2 Jahre und 1 Monat, seit Mai 2022
Deputy Manager - Customer Service
Technotask Business Solutions
Handled 4 Assistant Managers, 4 QAs & 16 team leaders with 250 agents of span. Formulated need-based business strategies for maximizing profitability & revenue generation & realizing organizational goals. Analyzed gaps and spearheaded process improvement ideas to minimize errors. Increased Customer Satisfaction score by 30% and reduced AHT by 100 seconds in 3 Months. Established in-house quality standards, ensuring high-quality deliverables while adhering to the SLAs.
1 Jahr und 3 Monate, März 2021 - Mai 2022
Team Leader Operations
Startek Outsourcing Solutions
Monitored the CSA's KPI in terms of Quality, Productivity, and CSAT. Coordinated with other functions to develop and implement motivation, retention, and performance incentive plans to increase the team's productivity and quality. Devised strategy for existing processes and workflows to develop newer and advanced workflows to attain business goals.
1 Jahr und 7 Monate, Apr. 2019 - Okt. 2020
Business Development Manager
Yebilo.com
Increased the value of current customers while attracting new ones. Led a team of 50+ Sales Executive and managed 100+ Retailers. Working closely with colleagues to identify new business prospects and cross-selling &range-selling products. Managed a portfolio of 100 dealers and 50 resellers in Mumbai & suburbs.
2 Jahre und 8 Monate, Sep. 2016 - Apr. 2019
Assistant Operations Manager
Wipro BPO
Monitored the TL's KPI in terms of quality, AHT, shrinkage, attention, and customer satisfaction. Implemented continuous improvement methodologies, through Process Reengineering Allocated departmental KPI targets and improved plans and programs to achieve them for all departments certified under respective management systems