Mohammed Zohaib Khan

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.

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.

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.

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