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BPO Call Center, Back Office >> Team Leader / Subject Matter Expert 
BPO Team Leader Resume Sample, Experience : 4 years

    

Biodata

Name of the Candidate:[Private]
Name of the Post Applied:BPO Team Leader
Job related skills / software:Leading, training and monitoring performance of team for maintaining excellence in the service operations, Evaluating effectiveness of training & development programs; formulating or reviewing training Strategy and determining appropriate instructional methodologies and formats.
Category:BPO Call Center, Back Office
Sub Category:Team Leader / Subject Matter Expert
Years of Experience:4 years
State:Tamil Nadu
Gender:Male
Salary Expected per Month(Rs):50,000 to 60,000
Highest Qualification attained:B.Com. : Bachelor of Commerce
Major / Specialization:Commerce
Email Id:[Private]
 
Are you looking for job now?:Yes
Can the recruiter contact you?:Yes
Sponsored Links:

Resume Format / CV Sample Template / Example / Model :

    

MUZAMMIL MOHIDEEN
Contact  : 8667263876
E-Mail  :azeezmuzammil AT gmail.com

High level assignments in the areas of Operations Management / SLA Management/Team Management with an organisation of high repute

CAREER CONSPECTUS  :
4 yrs. 2monthsof experience in the areas of  :
** Strategic & Tactical Planning Investigations Management
** International Payments Team Management
** An out-of-the-box thinker with a flair for identifying & adopting emerging trends & addressing customer requirements to achieve organizational objectives and profitability norms.
** A strategic planner with proficiency in streamlining business processes, defining continuous improvement processes, accelerating employees’ strengths and building powerful teams that can conquer any obstacles.
** Expertise in mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines.
** Deftness in setting out quality standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLA.
** Exceptional communication, presentations & mentoring skills with distinguished abilities in leading teams for developing business continuity plans, procedures and service standards for business excellence.

CAREER CONTOUR  :
From Dec 16 to current with Infosys BPO ltd Bangalore

Significant accomplishments  :
** Holds the responsibilities of taking care of team MIS reporting and handling the team in absence of team lead
** Training the new joiners and taking continuous effort to increase the team productivity with maintaining
** Quality benchmark without missing SLA

From Mar 13 to Dec 16 with The Royal Bank of Scotland Business Services Pvt. Ltd., Chennai
Growth Path - Joined as a ‘Trainee Officer’ and rose to the position of 'Executive'

Significant accomplishments  :
Trainee Officer  : From Mar 13 to Mar 14
** Joined in a new migration process for Ulster bank Mortgages
** Holds the responsibilities of handling the funds release for new customers and refund procedures
** By acquiring the knowledge from the stake holders got the role of SME in the team
** Helped the team to standardise the process and identified the risk of the process

From Apr 14 to Dec 16 with The Royal Bank of Scotland Business Services Pvt. Ltd., Chennai
Senior Officer  : From Mar 14 to Oct 15
** Joined the Team as a senior officer in National Australia Bank Investigations Team.
** Learned the process and created and implemented new idea to help the team to reduce the Work life balance.
** Created many workouts to simplify the process without skipping any key checks.
** Cross trained with other team over the floor and gained more knowledge in payments world.

Authoriser  : From Mar 14 to Oct 14
** Measuring and controlling FTNR (First Time Not Right) cases.
** Ensuring adherence to audit and process guidelines.
** Responsible for smooth and error free processing of forms within prescribed TAT (Turn around Time) of the received cases

Client Accolades  :
Holds the distinction of being rewarded with the ‘Best Performer’ award by the Executive General manager & Group executive, Group Business Services, National Australia Bank, Australia.

Core Competencies  :
Operations Management  :
** Mapping clients requirements and coordinating in developing and implementing processes in line with pre-set guidelines; monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.
** Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.
** Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction metrics.

SLA Management  :
** Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLA’s and work processes.
** Creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum operational efficiency.
** Conducting root-cause analysis and taking preventive measures for repeated escalations.

Team Management  :
** Leading, training and monitoring performance of team for maintaining excellence in the service operations.
** Evaluating effectiveness of training & development programs; formulating or reviewing training Strategy and determining appropriate instructional methodologies and formats.

Significant Highlights in  :
International Payments & Payments Investigations Management  :
** Acted as a part of the National Australian Bank (NAB) Investigations & Correspondence Team process.
** Effectively managed a team as a Team Leader; resolved various hurdles and coordinated with the sent location to meet the desired goal and encourage the business.
** Expertise knowledge in both Manual & Electronic payments (Incoming & Outgoing).
** Handled both Incoming & Outgoing Correspondence along with Honouring charges.
** Oversaw the correspondence received from overseas bank by analysing the situation & provided suitable response.
** Actively involved in training/developing, motivating, coaching, evaluating and retaining qualified staff.
** Maintained daily, weekly & monthly MIS’s for efficient and effective working of department.
** Helped the team members with their daily work related issues to ensure a timely resolution.
** Gained a strong knowledge and understanding about the FOREX department.
** Instrumental in accepting transfer requests, both electronic & manual from customers and ensuring the processing of the same as per the SWIFT guidelines.
** Handled Several Lean projects have been done by simplifying the process.

Several projects have been done to like  :
** Mitigate the risk in the process
** Process Simplifications
** Cost saving.

SCHOLASTICS  :
Bcom.
From The New College, Chennaiin 2012.

IT Skills - Well versed with the follows  :
Operating Systems  : Microsoft Windows 98, XP, Windows vista, Windows 7, Windows 10
Tools/Package  : : MS Office - Excel, PowerPoint, Word, Oracle, RDBMS, OOPS, Html,
: Visual basic, JAVA and

PERSONAL DOSSIER  :
Date of Birth  : 07th November 1989
Contact Address  : Plot no.146 7th street pudhu nagar vyasarpadi chennai – 600039 TN

DATE  :
PLACE  :

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