Farookh Ahmed

Experience

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  Taj Bengal

  Jan 1994 - Jan 1994

  Industrial Trainee
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  The Ambassador Hotel

  Jan 1997 - Jan 1998

  Trainee Captain
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  McDonald's Mumbai

  Jan 1998 - Jan 2000

  Asst Manager

  •Complete various audits to ensure that the Restaurants meet the set standard practices and procedures regarding Operations, Quality, Service, Cleanliness, Food Safety, Accounts & Cashiering, Marketing, Human Resources, Training, etc.•Interview, conduct OJE’s and train Managers based staffing needs and goals.•Responsible for Management & Development of 100 + restaurant employees.•To know, enforce and educate all restaurants employees on appropriate HR policies, labour laws, and security and safety procedures.•Consult with the Restaurant Leadership Team on employee’s commitment measurement and assist with plan to increase employee’s loyalty, satisfaction and pride with company’s experience.•Complete and present Performance Appraisals based on defined goals and objectives for each Manager ensure that the performance reviews are completed on all restaurant employees on a timely basis.•Ensure that the restaurant properly execute national and regional marketing promotions. Show less

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  Barista Coffee Company

  Jan 2000 - Jan 2001

  Senior Hospitality Executive

  •Successfully opened the 1st Barista outlet in Mumbai.•Successfully opened 2 stores at Mumbai. Have been responsible for the opening right from handover from construction, planning sales, recruitments and marketing plans.•Was instrumental is setting up the Supply chain for the operations in Mumbai.•Streamlined the Training by developing Training manuals and imparted training to new joiners.•Responsible for Scheduling of all employees.•Ensure that the restaurant properly execute national and regional marketing promotions. Show less

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  GTL Limited

  Jan 2001 - Jan 2002

  Team Leader

  •Reporting to the Operations Manager, managed one of the most prestigious and biggest outbound projects in India for Telemarketing of Credit Cards, leading a team of 22 CREs.•Imparted Training to Team Leaders and CREs on Product, Process and Technology as well as Inducted & Trained New Joiners.

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  Reliance Infostreams Private Limited

  Jan 2002 - Jan 2004

  Team Lead

  Responsible for CSR Utilization, Productivity, Absenteeism, break management, Scheduling as well as adherence to Service Level Agreements.•Managed Call Queue and controlled the Abandon Rate depending on Real Time Report (CMS/ IEX).•Monitored Key Performance areas like Average Handle Time, Attrition, CSAT and Fatal Error Accuracy.•Responsible for the scheduling of the Billing Department (600+ CSRs)•Impart the Process Level Feedback to Team.•Additionally managed Recruitment and training. Show less

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  EClerx Services Pvt Ltd

  Dec 2004 - Mar 2008

  Process Manager (Operations)
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  Idea Cellular Ltd

  Jan 2008 - Jan 2016

  Manager -Quality Assurance -West India

  Responsibilities:Manager -Quality Assurance (West Region)• A Key member of the team that designed iResolve, the new call handling methodology which won the “ET Telecom Award 2012 award” in the category ‘Enhancing Customer Experience’•Manage the Pan-India email audits•Manage the Social Media audits for Pan-India•Manage the audits for the Service Plus Desk (handling the premium customers) for East,West & Central India.•Span of control includes Contact Center – Inbound (Prepaid ,Postpaid & GPRS), Outbound & Backend Operations across Mumbai,Maharashtra & Goa,Gujarat & MP & CG•Responsible for handling the Weekly & Monthly Business Review Deck and MIS Reports•Managing Service Quality by implementing monitoring systems, conducting process health checks and knowledge audits.•To perform call monitoring and provide trend data to the site management team. •To participate in customer and client listening programs and identify customer expectations and needs. •To provide actionable data to the various internal support groups as and when needed. •To coordinate and facilitate call calibration sessions for the organization staffs. Show less

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  Tata Consultancy Services

  Jun 2016 - Jul 2017

  Senior Manager- Quality

  • Head the Quality for a Telecom process for Telstra, Australiao Responsible for Training Needs Identification & Refresher Trainingso Transaction monitoring for 4 sites (Mumbai, Pune, Chennai & Hyderabad) • Span of control includes different LOBs & locationso Total Associates 5000 approx. o Site Leads – 4o Quality Leads – 6 (multiple locations)o QAs – 150 (4 locations)• Ensuring that the Quality department meets or improves on budget, cost, volume and efficiency targets(KPIs) in line with business objectives• Internal & External Calibrations• Monthly & Quarterly Review with Internal stakeholders & clients Show less

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  Accenture

  Jul 2017 - Mar 2021

  SERVICE DELIVERY OPERATIONS MANAGER

  • Headed Service Delivery for Content Moderation concerning Wish.com, consistently achieving and surpassing SLAs.• Orchestrated financial management to ensure deal profitability, fostering regular interactions with internal stakeholders and clients.• Spearheaded innovation and drove enhancements in processes, delivering significant value to the client.• Conducted weekly orientations for new joiners, facilitating seamless onboarding experiences.• Achieved recognition with the Guiding Star Award for three consecutive quarters.Specialities: Reporting & Analytics, Root Cause Analysis, Project Management, Product Data Operations, Client Services & Hospitality, Innovation Management, Process Improvement, Operations Excellence & Sales Forecasting, Business Process Improvement Show less

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  Genpact

  Mar 2021 - Oct 2022

  • Led the helm of Training, Quality, and Policy for Product Data Operations, steering a blended process for a Social Media client and Intel.• Identified training needs and crafted comprehensive plans for both newcomers and existing team members.• Ensured the attainment of effectiveness targets in alignment with overarching business objectives.• Formulated and executed training programs alongside process enhancements, addressing quality issues head-on.• Spearheaded innovation and drove process improvements, delivering additional value to the client.• Successfully navigated significant transitions from Meta within aggressive timelines.• Presented and implemented an improvement idea related to Training at the Business Excellence Consortium for a prominent social media clientSpecialities: Reporting & Analytics, Root Cause Analysis, Project Management, Product Data Operations, Client Services & Hospitality, Innovation Management, Process Improvement, Operations Excellence & Sales Forecasting, Business Process Improvement Show less • Contributed to the success of Product Data Operations in Hyderabad.• Enhanced synergy among product, engineering, and customer success realms, optimizing their intersection.• Devised strategies to attain comprehensive organizational goals.• Efficiently streamlined product development through the implementation of effective business processes.• Supported R&D and go-to-market counterparts, fostering improved alignment, communication, and processes surrounding the product.• Applied data analysis techniques to assist product management in making well-informed decisions.• Collaborated cross-functionally to construct, gather, and analyze datasets that supported both Product and Engineering.Specialities: Reporting & Analytics, Root Cause Analysis, Project Management, Product Data Operations, Client Services & Hospitality, Innovation Management, Process Improvement, Operations Excellence & Sales Forecasting, Business Process Improvement Show less

  • Training, Quality & Policy Lead

    Dec 2021 - Oct 2022

  • Assistant Vice President

    Mar 2021 - Oct 2022

  • Service Delivery Lead

    Mar 2021 - Dec 2021
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  Concentrix

  Oct 2022 - Aug 2023

  Associate Director -Training & Transactional Quality

  • Championed the Mumbai Domestic Operations' Training & Transactional Quality (T&TQ) function.• Provided strategic direction to 3 Senior Managers, 3 Managers, and 12 Quality Team Leads.• Leveraged technology to amplify both Customer Satisfaction and operational efficiencies.• Contributed valuable insights derived from the Customer Voice of the Customer (VOC) to enhance value propositions.• Cultivated a customer-centric culture, propelling Customer Service Excellence initiatives.• Orchestrated end-to-end transitions of new accounts, with a focus on redefining customer journeys and integrating technology for enhanced operations.• Pioneered cross-functional projects aimed at elevating both customer experience and operational efficiency.• Exhibited thought leadership by fostering grassroots innovation across operations, quality, and training realmsSpecialities: Reporting & Analytics, Root Cause Analysis, Project Management, Product Data Operations, Client Services & Hospitality, Innovation Management, Process Improvement, Operations Excellence & Sales Forecasting, Business Process Improvement Show less