Saleman Khan

Experience

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  3. Immortal Computer Lab Pvt. Ltd.

  Mar 2001 - Jun 2002

  Customer Support Executive

  Work Profile: Worked as a Customer Support Executive. (Voice, Web & Chat Support)

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  2. Ramakrishna & Co.

  Jun 2002 - Dec 2003

  Assistant Manager (EDP Department)

  Work Profile: Worked as an Assistant Manager (EDP Department).• To look after IT infrastructure.• To look after Import / Export Process and procurement of the products.• To get all the documentation completed for Import and Export.

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  Immortal Computer Lab Pvt. Ltd.

  Dec 2003 - Dec 2006

  Customer Support Executive. (Voice and Web based)

  Work Profile: Worked as a Customer Support Executive. (Voice and Web based)• To train the Jr. Tech Support Executives on the new software/ services.• To prepare the Demonstration for the new software/ service for the client.• To Visit client’s location and Install the software & provide the training to the respective staff of the client.• Correspond with Clients through Phones & Web and to troubleshoot their queries & Manage their database.• To provide interactive Online Demo through Video Conference to Out-station clients.• To compile import & export statistics received from different ports of India.During this span of my working with Immortal Computer Lab, I have done successful implementations of the EXIM Projects in some of the Leading Companies:• The Indian Smelting& Refining Co. Ltd., Mumbai. (A Birla Group Co.)• Vimal Agencies Mumbai.• Saint-Gobain Glass India, Sriperumbudur, Chennai.• Genom Biotech Pvt. Ltd. Mumbai.• A.N.S., Mumbai. • Sanghvi Exports, Mumbai. • Sri Kannapiran Mills Limited, Coimbatore. (A KGN Group Co.)• Uttara Foods and Feeds Pvt. Ltd. (VENKY’s) Pune. • Mother Dairy Foods Processing Ltd. Bangalore. Show less

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  Sutherland

  Dec 2006 - Feb 2019

  Associate Manager

  • Journeyed from Frontline Agent to Associate Manager.• Manage Team of 20 agents.• Attend to the real time query of customer and real-time escalation.• Manage Productivity and SLA and achieve all the metrics as defined in KPIs.• Attend to Client query and Review.• Conduct Daily huddles and update agents on new products, plans and policies.• Assist agents with required support on calls.• Train techs on new products and policies.• Conduct Weekly Review of agent performance and provide feedback.• Manage Shrinkage and attrition for the span and all the daily activities of an Associate Manager. Additional Responsibilities: • Backup Spoc for productivity. Tracking Queue and managing intervals.• I.T Spoc (Managing Client Tools related issue, raising IT ticket, co-ordinating with client IT Team and getting the issue resolved).• Prepare Periodical Productivity Reports for management.• Prepare Periodical Scorecard Reports for management for agents & TMs. Show less

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  Entercoms, Inc.

  Aug 2019 - Apr 2021

  Assistant Manager
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  ActioHX

  Aug 2019 - now

  Manager - Customer Operations

  • Manage the operational activities of the contact center including quality service, workflow, work force optimization, and cost management• Through strategic management and measurement of team performance, develop, plan and execute departmental improvements while simplifying processes• Works with Regional Managers and supervisors to provide a work environment and culture that promotes customer service, staff development and achievement• Work with peers in a team setting to develop and implement improvement suggestions, policies, work forecasting, and staff scheduling• Managing Day To Day Client Interactions in regard to Operations.• Analyze, develop, and report on team KPIs while driving for improvements• Interview, hire, develop and engage top talent while ensuring a pipeline of talent is established for future roles ensuring alignment with budgeted headcount• Collection and Analysis of customer care center performance metrics and improvement plans both at the team and agent level• Develop and enhance the work relationship with vendors, ensuring all parties perform their responsibilities properly• Develops and implements operational policies and procedures for the department and regularly makes recommendations for improvement• Identifies and assists with implementation of business processes and work flow improvements within the organization• Work collaboratively with the Quality Assurance team to ensure a quality plan is in place and executed across the team Show less