Syed Zaigham Abbas Naqvi

Experience

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  Al-Muntazir Boys Primary School

  Mar 2002 - Oct 2004

  Science Teacher

  A leading School in Dare es Salaam (Tanzania-East Africa) wherein I was teaching Biology subject.Worked as a Science & Mathematics teacher wherein the job profile involved teaching Grade VI and VII.Master of the disciplinary section. Conduct regular tests on the subject and also take the students to the laboratory for Science experiments.Report directly to the Principal of the school.

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  3 Global Services Pvt. Ltd. Mumbai

  Jan 2005 - May 2007

  Team Coach

  One of the leading captive Contact Centre in India providing Customer Service to the customers using '3' Network in United Kingdom.Worked as a Team Coach and Acting Team Leader in 'Billing & Collections Operations' department, wherein the job profile involved was handling a team based upon queries, issues and various types of Billing and Collection based calls of our Customers based in the U.K. using '3G' Network. Also taking care of the Service Levels at all point in time to make sure that the Service Levels does notfall/drop down. Taking escalations, manning the team and being the Operations floor support. Maintaining records of issues relating to Customer dissatisfaction and finally analyzing the accounts giving resolution to thosecustomers.Listening/Monitoring calls for Training and Quality purpose to ensure that the best of Quality is delivered by the advisor. Coaching & feedback, training sessions on soft skills, product and process related conducted on regular basis.Reporting directly to the Operation Manager of the department. Additional to this also preparing the Quarterly Business Review of my team. Audits were conducted by me on 'Product & Process' related issues. Show less

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  Convergys India Services Pvt. Ltd.

  Jun 2007 - Jul 2008

  Customer Service Team Lead

  One of the leading Contact Centre in India involved in providing Dealer and Customer support for Optus Network in Australia.Worked as Team Leader for the company in the Mobile Activation Department wherein the job profile involved handling a team based upon queries, issues and various types of calls of Customer/Dealersbased in Australia using Optus Network. Also taking care of the Service Levels at all point in time to ensure that the Service Levels does not fall/drop down.Taking escalations, manning the team and being the Operations floor support.Listening/monitoring calls for Training & Quality purposes & also handling the on job trainees and assisting them to get off the learning curve.Preparing reports to analyze the Areas of opportunities of the team’s across the skillset.Explaining the Key Performance Indicators (K.P.I's) to the agents and coach them to achieve the same along with doing Appraisals for the agents.Reporting directly to the Operation Manager of the department.Additional to this also preparing the Quarterly Business Review of my team. Show less

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  Al Seer Trading Agencies

  Sept 2008 - now

  Administration Officer

  One of the leading FMCG Company in UAE involved indistribution of food and non food products to A Class, B Class and traditional trade in UAE and Oman.Presently working as Administration Officer wherein the job profileinvolves getting permissions for various promotional activities for food and non food products across UAE from Government bodies. Obtain approvals from the different Ministries such as Ministry of Economy, DED, Sharjah ED etc.Ensure that the employee safety, welfare, wellness and health are addressed appropriately. Involved in new construction projects and ensure that the project is completed on time. The last project was completed in August 2020 to accommodate employees, as a new brand was acquired. Visit each location where the offices are based across U.A.E..Coaching, counseling and all possible assistance is given to the employees.In charge of the security systems such as CCTV's, AttendanceMonitoring System, Emergency Exits, Barrier System, etc.Selling off-write off vehicles and other assets for the company by sealed bids only.Work closely with Administration Manager for renewal of tenancycontract trade licence renewals and other contracts of the company. Assets and Facility Management.Ad hoc assignments and emergencies.To look for quality and cost effective suppliers for the company and thus a purchaser for the company.Reporting directly to General Manager of Support Services.Involved in new construction projects. Have worked as a Recruitment Executive in the company where the job profile involved was handling the entire Recruitment process, end to end. To ensure that the Rewards and Recognition programs are held in aneffective way. Coaching, counseling and all possible assistance is given to theemployees. Managing staff accommodation based in Dubai, Ajman, RAK, AUH/Al Ain wherein around 500 employees are present.Manage the legal system of the company as a Regulatory Expert. Online applications for various activities are handled as well. Show less