Ajaz Ahmed
Bangalore
Summary
Results-driven Customer Support Team Leader with 8 years of experience in leading high-performance teams and improving customer satisfaction. Seeking an opportunity to apply leadership, communication, and problem-solving skills to drive exceptional service and operational excellence.
Overview
8
8
years of professional experience
Work History
Assistant Manager - Care Delight
Connect and heal
03.2024 - Current
- Supervised Back Office Operations staff to ensure the timely and accurate execution of data audit and data entry functions, allowing frontline and management teams to focus on quality service and business objectives.
- Established and managed workflows to ensure the efficient and accurate processing of tasks including reporting, ad-hoc research, pre-onboarding tasks, data entry, quality control, and audit functions to meet business needs.
- Partnered with leadership across supported business units to communicate essential information and identify opportunities for enhancing services.
- Participated in and led special projects at the request of management, enabling supported managers to have more time and better information to make informed decisions.
- Ensured that specific issues were directed to the appropriate personnel to maintain high-quality service delivery.
- Monitored internal audit and personal identifiable information (PII) compliance to minimize the risk of information loss or misuse.
- Collaborated with leadership across business units to improve internal audit compliance, share pertinent information, and identify opportunities to streamline processes and enhance service.
- Acted as a subject matter expert on internal audit procedures and served as a liaison between back office operations and Internal Audit to ensure smooth operations.
- Recruited, selected, hired, and evaluated the performance of personnel to ensure that all department and internal client needs were effectively handled.
- Trained administrative staff on operations policies, procedures, and equipment to ensure efficiency and accuracy.
- Provided coaching and development opportunities for staff through career development programs, training sessions, and other resources to support both personal and professional growth.
- Managed team performance, handled stakeholder relationships, and focused on shrinkage, attrition, and conflict management to optimize team effectiveness.
Team Leader - Care Delight
Connect and heal
05.2022 - 03.2024
- Collaborated with leadership across multiple business units to disseminate critical information, identifying key opportunities to enhance service delivery.
- Lead and contributed to special projects as requested by management, optimizing time and providing essential insights to empower managers in making informed and strategic decisions.
- Ensures timely and efficient routing of specific issues to the appropriate teams, maintaining high standards of service quality and operational effectiveness.
- Orchestrated seamless migration from Freshdesk to Zendesk
- Pioneered the establishment of customer service processes as an inaugural team member
- Oversaw the transition from outsourced vendors to an in-house team
- Tracked and assessed the performance of associates
- Implemented and executed new processes - Monitored daily/weekly dashboards and conducted monthly team reviews
- Cultivated an inspiring team environment with a focus on open communication
Team Leader - Customer Experience
Mfine
04.2021 - 05.2022
- I Monitored compliance with internal audit standards to minimize the risk of information loss or misuse.
- Collaborated with leadership across business units to enhance internal audit compliance, communicate pertinent information, and identify opportunities to improve efficiency and service.
- Served as a subject matter expert on all internal audit procedures, providing guidance and ensuring adherence to best practices.
- Acted as the primary liaison between back office operations and Internal Audit, facilitating smooth communication and ensuring effective compliance management.
- Spearheaded team building, coaching, and motivational initiatives Successfully led a team of 25 CSR's and two supervisors across various Lines of Business (LOBS) in the Customer Support vertical.
- Tracked and evaluated the performance of associates Collaborated with diverse organizational verticals to develop Standard Operating Procedures (SOPs) Planned and executed the implementation of new processes Ensured the smooth operation of processes and procedures to enhance Customer Satisfaction (CSAT).
- Spearheaded team building, coaching, and motivational initiatives
- Successfully led a team of 25 CSR's and two supervisors across various Lines of Business (LOBS) in the Customer Support vertical
- Tracked and evaluated the performance of associates
- Collaborated with diverse organizational verticals to develop Standard Operating Procedures (SOPs)
- Planned and executed the implementation of new processes
- Ensured the smooth operation of processes and procedures to enhance Customer Satisfaction (CSAT).
Customer Experience Supervisor
Mfine
05.2019 - 05.2021
- Liaised with various stakeholders to address and resolve team operational challenges
- Assisted new team members and orchestrated daily operations to meet set targets
- Conducted monthly projects involving raw data analysis to identify and resolve ground-level issues
- Offered valuable insights to enhance and fortify team operations, ensuring seamless business processes
Sr. Customer Support Associate
Mfine
05.2019 - 05.2020
- Resolved customer complaints promptly and professionally.
- Responded to customer inquiries via phone, email and chat.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Created service tickets to document all inquiries, incidents, requests and resolutions.
- Maintained a high level of professionalism when dealing with difficult customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Operations Associate
Rising sun group tours and travels
01.2017 - 01.2019
- Oversaw and developed day to day business operations
- Executed traditional marketing strategies for a startup
- Communicated with investors and published revenue statistics, forecasting future business growth
- Designed international tour packages, with a focus on religious Hajj and Umrah pilgrimage, considering revenue margins
- Handled domestic and international ticket sales
Education
Bachelor of commerce - Banking And Finance
Al Ameen Arts Science & Commerce College
Bangalore08-2023
Pre-University - Commerce
Reddy Jana Sangha -PUC College
Bangalore01.2015
Skills
- Excellent Verbal & Written Communication Leadership
- People Management
- Analytical Skills:
- Problem-Solving
- Interpersonal Skills
- Collaboration & Team Building
- Leadership & Management
- Information Sharing
- Decision-Making
Languages
Urdu
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
References
Linish Theodore, AVP - Care Delight, 9739838990, linish.theodore@connectandheal.com
Timeline
Assistant Manager - Care Delight
Connect and heal
03.2024 - Current
Team Leader - Care Delight
Connect and heal
05.2022 - 03.2024
Team Leader - Customer Experience
Mfine
04.2021 - 05.2022
Customer Experience Supervisor
Mfine
05.2019 - 05.2021
Sr. Customer Support Associate
Mfine
05.2019 - 05.2020
Operations Associate
Rising sun group tours and travels
01.2017 - 01.2019
Bachelor of commerce - Banking And Finance
Al Ameen Arts Science & Commerce College
Pre-University - Commerce
Reddy Jana Sangha -PUC College
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