Zuhaib S.

Experience

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  Exl services com

  Aug 2007 - Oct 2008

  Senior Customer service executive - Voice

  • Supported UK based clients regarding technical troubleshooting & customer care for Orange• Generating and maintaining reports and dashboards• Statistically analyzing, interpreting, and presenting of data to the client for further action at their sales and marketing department

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  Convergys

  Oct 2008 - Apr 2012

  Team Leader, Operations (Voice)

  Lead Operations in a Voice based (UK Telco) technical helpdesk process.• Responsible for identifying training needs (TNI), Planning and coordination programs for the teams.• Attending to Client Escalations & Handling Supervisor calls.• Identifying new technical issues or defects and finding resolution and ultimately providing training and coaching on the same to the resolution experts across the floor.• responsible for meeting the Clint KPI’s.• Preparing client dashboards and process reviews.• Auditing Calls and Giving Feedbacks to the team members.• Identification of training needs.• Providing Vitality Training for Process and Technical updates.• Coaching and mentoring outliers to perform up to the mark.• Drive sales Aspect for the team, checking the up-selling conversions and guide them to get that improved.• Creating performance dashboards and Agent report cards.• Mentor and train new advisors on Process and technical issues.• Identification of process defects. Show less

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  FIS

  Apr 2012 - Jun 2015

  Team Leader, Operations (Voice, Chat & Email)

  • Led a team of 50 Associates Team Coach Productions and Team coaches accountable for the TAT and SLA• Consulted Business Owners to understand their operational challenges and liaise with other business units within the organization to resolve the issues or implementation of any process improvement exercises• Delivered expected standards of Client KPI (CSAT & NPS)• Evaluate and appraise the performance of the associates and conduct weekly reviews as per the Operational Guidelines.• Setting goals and objectives of every individual team member and set career progression road maps.• Handled the entire client reporting for Tesco Mobile Service, Sales, Ecare, Tesco Nutricentre, Tesco Blinkbox, Tesco Telecom and O2 Ireland in the capacity of a line leader.• Successfully transitioned the new Tesco Nutricentre process which initially came up as 8-seater process and seen an addition of 5 more FTEs the next month of its launch.• Handled the team of internal QAs, coordinating with all teams in successful closure of MIP.• Created and led the Daily, Weekly and Monthly reviews with clients for Tesco Mobile.• Development and continuous improvement of Internal Reporting systems.• Closure of Travel green, MIP, EIP and Tesco Mania on monthly basis.• Keeping all the operations team leads aware oftheir daily, weekly and monthly KPI performances.• Completed bottom quartile management projects on KPIs and ensuring successful closure.• Being the single point of contact for all performance insight for Tesco Mobile. Show less

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  MetLife

  Aug 2015 - Nov 2022

  Project Manager-Senior Project Consultant

  •Plan and coordinate all aspects of non-technical projects from initiation through delivery•Manage project initiation activities that include identifying contractual obligations, client or business needs and goals, existing situation, necessary contacts, and access to existing information as needed•Ensure requirements for internal projects align to operational standards. Develop alternate requirements or document exceptions as appropriate. Develop, define, and execute project plans, project scope, activities, schedules, budgets and deliverables•Identify needed resources for projects, defines and assigns major project roles•Coordinate activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints, and of the appropriate quality standards for the project scope•Assign and monitor work of project team, providing analytical support and direction•Manage project risks, issues/problems, and activity progress to ensure project goals are achieved. Assist with problem resolution or risk mitigation as needed•Serve as liaison between internal organizations as well as client and vendor/subcontractor organizations to ensure all project targets and requirements are met•Deliver informational and decision-seeking presentations to business groups in MetLife and/or in client organizations•Conduct project closure activities to formalize and communicate the project acceptance, handover documentation and ongoing activities to accountable teams and complete a post-implementation review to identify areas of improvement•Directly oversee employees assigned to manage specific project that have a distinct beginning and end. Selects, develops, and evaluates personnel to ensure the efficient operation of the function•Identify project management coordination gaps or areas for improvement, recommend and implement solutions. Show less

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  Tata Consultancy Services

  Dec 2022 - now

  Program Manager / Service Delivery Manager

  Digital Transformation Services. Purpose-led talent transformation reshaping organizational capabilities & culture