Mohamed Asif Peer Mohamed

Experience

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  Wipro

  Jan 2003 - Oct 2004

  Dynamic and results-oriented Team Lead with a strong background in technical support, process optimization, and performance management. Proven ability to lead high-performing teams, enhance customer experience, and drive operational excellence in fast-paced environments.Key Responsibilities:Led a 15-member inbound technical helpdesk team, ensuring high-quality DSL support while maintaining strict adherence to SLAs and KPIs.Designed and implemented coaching programs, enhancing agent productivity, first-call resolution (FCR), and customer satisfaction scores (CSAT).Developed MIS reports to monitor daily performance, attendance, and quality, enabling data-driven decision-making.Managed client escalations, stakeholder communication, and process improvement initiatives to optimize efficiency and service delivery.Spearheaded attendance tracking and incentive programs, ensuring workforce engagement and retention.Proficient in AVAYA CMS, NICE, CPAT, CSAT, and call center analytics tools, improving workflow optimization and agent performance tracking.Key Achievements:✅ Led the pilot batch of the Bellsouth DSL Helpdesk process, establishing a scalable and high-performing team.✅ Won “Best Team Leader” twice, recognized for exceptional leadership and operational efficiency.✅ Trained and certified by TL Academy (Wipro Spectramind), reinforcing expertise in people and performance management.✅ Green Belt certified in Quality, ensuring continuous process improvement and service excellence.✅ Successfully mentored and promoted multiple team members to Team Leads, SMEs, and Quality Auditors, strengthening leadership pipelines.🚀 Eager to contribute my expertise in leadership, process optimization, and customer service excellence to an organization that values innovation and performance-driven growth. Show less Detail-oriented Senior Customer Service Associate with expertise in mortgage loan processing, customer relations, and team performance management. Proven ability to streamline loan refinancing, enhance customer experience, and manage high-impact projects.Key Responsibilities:🔹 Mortgage Loan Research & Customer InteractionPart of the pilot batch implementing Bank of America’s first consumer real estate project in India.Conducted in-depth research on mortgage loan applications to identify refinancing opportunities.Assisted customers in refinancing their existing mortgage loans, providing tailored real estate solutions.Collaborated with Bank of America clients and third-party financial institutions to ensure seamless processing.Proficient in mortgage tools, including Loan Production System (LPS), ensuring smooth loan application management.🔹 Refi-Plus Project & Loan ProcessingJoined the pilot batch of the second Bank of America consumer real estate project in India.Facilitated mortgage refinancing by interacting with clients, loan officers, and support services such as First American Title (FAT).Oversaw final loan processing for the Buffalo support team, ensuring compliance with quality and financial standards.🔹 Team Leadership & Performance OptimizationLed a team of 5 associates, monitoring their productivity, accuracy, and performance metrics.Developed MIS reports to track daily productivity, quality, and operational efficiency.Provided insights to team leads to improve workflow and enhance customer satisfaction.🚀 Seeking to leverage my expertise in mortgage processing, customer service, and team leadership to drive operational excellence in a dynamic organization. Show less

  • Team Lead – Technical Helpdesk (DSL Support) | Process Excellence & Leadership

    Mar 2004 - Oct 2004

  • Senior Customer Service Associate | Mortgage & Loan Processing

    Jan 2003 - Mar 2004
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  Citi

  Nov 2004 - Dec 2004

  Sales Team Lead | Customer Service & Performance Management

  Results-driven Sales Team Lead with expertise in customer service, credit card operations, and team performance management. Proven ability to resolve customer queries efficiently, enhance service quality, and lead high-performing teams in fast-paced environments.Key Responsibilities:Led a 5-member inbound customer service team, ensuring efficient query resolution and exceptional customer experience for Citibank Credit Card holders.Attained specialized training in credit card operations, including Loan on Phone, Card Expiry, Authorizations, Bill Payments, and General Inquiries.Managed real-time issue resolution, ensuring quick turnaround times for complex credit card concerns.Developed and maintained MIS reports, tracking team performance, queue efficiency, and service quality.Reported directly to the Process Manager, providing strategic insights for improving agent performance and customer satisfaction.🚀 Seeking opportunities to leverage my expertise in customer service, sales operations, and team leadership in a dynamic, growth-oriented organization. Show less

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  Peninsula Precious Trading Ltd

  Mar 2005 - Aug 2019

  Senior Manager – Import, Export & Online Business Development

  Peninsula Precious Trading Co.Key Responsibilities:Operations & Logistics Management:Oversaw the import and export of precious stones, ensuring seamless order processing, shipment tracking, and payment coordination.Managed logistics with global carriers such as FedEx, DHL, One-Service, Brinks, and Malca-Amit to ensure timely delivery and receipt of goods.Maintained and administered the office computer network to support operational efficiency.Client Relations & Business Development:Established and nurtured relationships with private collectors, jewelry manufacturers, and designers worldwide, facilitating smooth transactions and compliance with export/import regulations.Coordinated with event organizers (UBM Asia Ltd) to represent the company at international trade shows, enhancing brand visibility and market presence.Procurement & Expertise in Colored Gemstones:Conducted frequent sourcing trips to Chanthaburi, leveraging expertise in gemstone purchasing, grading, and sales to secure high-quality inventory.E-Commerce & Online Business Expansion:Spearheaded the company's entry into the online gemstone market through eBay under the brands Gemsholybyasif and Bangkokgemonline.Managed all aspects of the online business, including account maintenance, customer inquiries, payment processing, stock updates, and sales reporting.Developed and maintained the feedback system, ensuring excellent customer service and engagement.Key Achievements:Successfully generated $500,000 in revenue within 12 months, selling over 6,000 pieces of precious stones and expanding the company's international customer base.Optimized online sales operations, streamlining order fulfillment, customer engagement, and inventory management to drive growth. Show less

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  BBJ Bangkok Co., Ltd

  Sept 2019 - now

  Sales And Marketing Catalyst

  **Key Responsibilities** ### **Strategic Product & Design Leadership** 1. Curate jewelry selections that align with market trends, customer preferences, and revenue goals. 2. Enhance product visuals using Photoshop and Canva to uphold premium brand standards. 3. Oversee product catalog creation, ensuring alignment with merchandising strategies. 4. Foster strong buyer relationships through professional and timely communication on Slack and WhatsApp. 5. Collaborate with the data team for accurate and timely cost sheet preparation. 6. Expand sourcing channels, onboard vendors, and manage outsourced designs. 7. Ensure in-house and outsourced designs meet brand standards, leveraging AI-driven innovation. 8. Advocate for Quality, Value, and Timely Delivery (QVD) while managing orders and timelines. 9. Develop and mentor a high-performing team through training and skills development. 10. Analyze market trends and competitor activity (JTV, QVC, Amazon) to provide strategic insights. 11. Leverage sales data and analytics tools like Microstrategies to optimize merchandising decisions. 12. Enhance product catalogs with compelling storytelling and visuals. 13. Manage a robust merchandising pipeline, optimizing designs for efficiency. 14. Provide regular updates on market and gemstone trends to inform strategy. 15. Champion Generative AI in design, product assortment, and cataloging. 16. Maintain availability of high-performing key items for events and promotions. ### **IT Infrastructure Management** 17. Facilitate IT onboarding, training, and compliance assessments for new employees. 18. Coordinate IT account setup, troubleshooting, and issue resolution. 19. Communicate network updates, outages, and maintenance schedules. 20. Serve as the primary IT liaison with JTV's TSD team. 21. Oversee procurement of IT assets to support business operations. 22. Ensure IT asset functionality, minimizing downtime and maintaining efficiency. Show less