Arshad Khan

Citizenship: Indian▪ DOB: 24 June 1990 ▪ Marital Status: Single

Total Experience C u r r e n t S e r v i n g E - M A I L C o n t a c t
9 Y e a r s T e l e p e r f o r m a n c e [email protected] 0 8 8 7 1 2 1 9 4 5 8

Synopsis

Teleperformance –Manager Operations

 Handling a team of 3 Asst. Managers

 Working as MO managing end to end E-commerce Line of Business (Xiaomi Mobiles).
 Have successfully handled Outbound, Inbound and Chat LOBs
 Integral part of Man Power Planning and Invoicing
 A keen performer with communication and relationship management skills and abilities in liaising
with all Clients
 Monitoring MIS & reports, evaluating them for facilitating decision making process.

Serco Global Services –Team Leader

 Leading in a Health care productbusiness, directreported by all operators, Quality Checkers and
Production Controllers.
 Successfully transitioned Dr. Reddy’s Process.
 Adept at monitoring the inflow & outflow of volume and ensuring optimum utilization of available
resource towards the accomplishment of corporate goals.
 Ability to improve operations, impact business growth and maximize profits through achievement
in financial management, internal controls / efficiency improvements.
 A keen performer with communication and relationship management skills and abilities in liaising
with all Clients
 Monitoring MIS & reports, evaluating them for facilitating decision making process.

Mphasis – Asst. Unit Manager

 Handled a team Strength of 25 Associates.

 Responsible to perform analysis on operation activities to detect whether Lean Management is
required.
 Worked on Projects for Reduction of Repeat calls and CSAT scores.
 Has been an integral part of recruitment while interview of new joiners to finalize them.
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Employment Chronicles

ServingforTeleperformanceasAssistant Manager Customer Care(SinceNov2015tillDate)

AboutTeleperformance:-

Teleperformance is a multinational company headquartered in France.The company specializes in outsourced

omnichannel customer experience management, also known as Business Process Outsourcing (BPO).The
company provides customer acquisition, customer care, technical support, debt collection, social media, and
other services around the world. Teleperformance operates approximately 147,000 computerized workstations,
with more than 190,000 employeesacross 311 contact centers in 65 countries and serves over 160 markets.

Manager Operations :-

Joined company as a Sr.Team

Leaderandmanaging3LOB’s(Inbound,Outbound&Chat)whichincludesalltheclientrelatedinteractions&meetingth
eexpectationof client & organization.

Responsibilities

 Determines call center operational strategies by conducting needs assessments, performance reviews,
capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies;
defining user requirements; establishing technical specifications, and production, productivity, quality, and
customer-service standards; contributing information and analysis to organizational strategic plans and
reviews.
 Develops call center systems by developing customer interaction and voice response systems, and voice
networks; designing user interfaces; developing and executing user acceptance test plans; planning and
controlling implementations.
 Maintains and improves call center operations by monitoring system performance; identifying and resolving
problems; preparing and completing action plans; completing system audits and analyses; managing
system and process improvement and quality assurance programs; installing upgrades.
 Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning,
coaching, counseling, and disciplining employees; administering scheduling systems; communicating job
expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing
compensation actions; enforcing policies and procedures.
 Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling
expenditures; analyzing variances; initiating corrective actions.
 Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
 Maintains equipment by evaluating and installing equipment; developing preventive maintenance
programs; calling for repairs; evaluating and implementing upgrades.
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 Maintains professional and technical knowledge by tracking emerging trends in call center operations
management; attending educational workshops; reviewing professional publications; establishing personal
networks; benchmarking state-of-the-art practices; participating in professional societies.
 Accomplishes organization goals by accepting ownership for accomplishing new and different requests;
exploring opportunities to add value to job accomplishments.

Served for Serco Global Services as Team Leader (Since July 2014 till Oct 2015)

About Serco:-

Serco Global Services is a leading global Business Process Outsourcing Provider supporting multinational clients
with over 60,000 employees in 100 delivery centers across US, UK, Europe, India, the Philippines, Australia, Middle
East & Africa.

Team Leader:-

Joined company as a lead and managing 3 LOB’s(Inbound, Outbound &Email) which includes all the client
related interactions & meeting the expectation on client & organization in the initial phase & make sure the
business works smoothly even after transition.

Responsibilities
 Performing the key role of Setting up the business & commercial strategies for maximizing profitability &
revenue generation in line with corporate goals.
 Single point of contact for all update, concerns or modifications related to process deliverables.
 Managing all the financial aspects for business units, which include Manpower Planning, Resource
Incentives and Profitability etc.
 Plans, organizes, directs, and controls transaction processing operations.
 Analyzes workflow and assignments to ensure operations run efficiently.
 Develop a strategy the team will use to reach its goal.
 Provides direction to staff members in resolving problems which arise with internal or external customers.
 Communicate clear instructions to team members.
 Monitor team members' participation to ensure the training they providing is being put into use and also
to also to see if any additional training is needed.
 Manage the flow of day-to-day operations; create reports to update the company on the team's
progress.
 Distribute reports to the appropriate personnel.
 Attend daily calls with client and counter parts to ensure smooth transition of the new process on day to
day basis.
 Responsible to perform analysis on operation activities to detect whether Lean Management is required.
 To maintain and revise the process document as per guidelines
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Served for Mphasis as Asst. Unit Manager (Since July 2009 to August 2013)

About Mphasis:-

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and
Infrastructure services globally through a combination of technology knowhow, domain and process expertise.

Asst. Unit Manager:-

Joined Mphasis as Associate and perform exceptionally well on behalf on which promoted as Trainer & then as
Asst. Unit manager.

Responsibilities

 Handled the tasks of managing all incoming calls

 Working as TL taking care responsibilities of managing team of more than 25 people and providing them
proper feedback and training.
 Giving them training-regarding product, Ice scores.
 Finding out the problems of Executive providing resolution, providing training for their improvements.
 Auditing calls keeping check on performances and providing feed backs.
 Motivating all the employees, making various schemes and announcing prizes to improve their
Performance.
 Checking the documentation and providing the required heads to be tagged.
 Managing the floor, giving them proper resolution and announcing various updates.
 Team Handling & Support to improve creative thinking, learning, and professional growth.
 By using different ways to motivate & help to my team so that we are all Performance Driven and Target
Oriented.

Additional Innovations and Achievements:-

 Awarded with Winning culture, generally given to person played an important role in Cost Saving plans and
FinancialsManagement.
 Well versed handled all the transition as SPOC and being recognize for it.
 Generated a tool from where easily can calculate Efficiency and Quality of the processors from Web based
Raw report.
 Certified Customer experiencing training & Root cause analysis Training.
 Certified Leader Ship skills Training.
 Worked on Projects for Reduction of Repeat calls and CSAT scores.
 Define and implement processes, required to ensure targeted levels of data quality are met.
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Skills

 Microsoft Excel- Handling the data of more than 120 employee on Excel.(Daily Performance
 Proficient in Power Point, Word and outlook.
 Computer-literate performer with extensive software proficiency covering wide variety of applications in
Data Process

Strengths

 Results Driven
 Dedicated
 Goal Oriented

Activities and Interests

Sports Badminton and ches s

Hobbies Reading novels & travelling

Language Known

Known Speak Read Write

Hindi
English
Marathi

Declaration

I hereby declare that the above information is true and correct to the best of my knowledge and belief.

Place: Indore, Madhya Pradesh

Date:

Name: Arshad Khan.