Nadir Alam

CEO

West Delhi, Delhi, India19 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

16 years of experience in Inside Sales and Operations.
Expert in managing contact center end to end operations.
Proven track record in performance and team management.

Stackforce AI infers this person is a seasoned professional in SaaS and Customer Experience management.

Contact

Skills

Core Skills

Inside SalesClient OnboardingContact Center End To End OperationsPerformance ManagementOperational DeliveryKpi Management

Other Skills

Business AnalysisBusiness Process ImprovementClient RelationsCustomer Service & Customer ExperienceFulfilment OnboardingPerformance reviewsProcess analysisSaaS RenewalsService deliveryStrategic PlanningWorkforce Management

About

A complete professional with 16 years experience in the areas of Inside Sales, upselling, contact center end to end operations, Post sales service Area of Expertise:- 1. Inside Sales | Upselling 2. Contact center end to end operations 3. Client Onboarding 3. Performance & Team Management 4. Sales Strategy 5. Process excellence

Experience

Shiprocket

3 roles

Director

Promoted

Apr 2024 – Present · 1 yr 11 mos

Associate Director

Promoted

Apr 2022 – Mar 2024 · 1 yr 11 mos

Senior Manager

Aug 2020 – Mar 2022 · 1 yr 7 mos

Inside Sales
Client Onboarding
SaaS Renewals
Fulfilment Onboarding

Inside SalesClient OnboardingSaaS RenewalsFulfilment Onboarding

Dishtv

Manager Customer Contact Center

Jan 2018 – Aug 2020 · 2 yrs 7 mos · Noida Area, India

o Managing contact center end to end operations, service delivery
o Performance for service partners/Vendors
o Analyzing the processes, design, Tools of all customer touch points to offer best of customer experience every
time a customer interacts at any touchpoints
o Review with service Partner Team on all KRA's adherence for service delivery
o Drive specific improvement projects on Key KPIs & new launches
o Facilitating call centre needs of various sub-functions
o Manpower Planning, forecasting
o Strategic Planning – Managing events efficiently in line with cost budgets
o Business / Operation Model Analysis – Regular analyzing all cost elements and suggest changes for cost
effectiveness
o Process Definition & Design - Regular analyzing processes/design and suggest changes for cost effectiveness,
i.e. IVR management, self-help tools
o IT & Technology Business Analysis - Regular analyzing technology, telecom set ups and suggest changes for
cost reduction
o Reviewing sales /Revenue generation from CC against the defined targets. Aligned with budgeted cost &
revenue
o Invoice Validation & Approval

Contact center end to end operationsService deliveryPerformance managementProcess analysisStrategic PlanningBusiness Analysis

Videocon consumer durables

Customer Service Manager

Jan 2015 – Dec 2017 · 2 yrs 11 mos · Vadodara, Gujarat, India

o Managing contact center end to end operations, service delivery
o Performance for service partners/Vendors
o Analyzing the processes, design, Tools of all customer touch points to offer best of customer experience every
time a customer interacts at any touchpoints
o Review with service Partner Team on all KRA's adherence for service delivery
o Drive specific improvement projects on Key KPIs & new launches
o Facilitating call centre needs of various sub-functions
o Manpower Planning, forecasting
o Strategic Planning – Managing events efficiently in line with cost budgets
o Business / Operation Model Analysis – Regular analyzing all cost elements and suggest changes for cost
effectiveness
o Process Definition & Design - Regular analyzing processes/design and suggest changes for cost effectiveness,
i.e. IVR management, self-help tools
o IT & Technology Business Analysis - Regular analyzing technology, telecom set ups and suggest changes for
cost reduction
o Reviewing sales /Revenue generation from CC against the defined targets. Aligned with budgeted cost &
revenue
o Invoice Validation & Approval

Contact center end to end operationsService deliveryPerformance managementProcess analysisStrategic PlanningBusiness Analysis

Firstsource

Senior Operations Manager

Jun 2011 – Dec 2014 · 3 yrs 6 mos · Indore Area, India

· Operational delivery, Planning, KPI Management, Roster management
· Span of control – 350
· P&L of the campaign (Revenue and cost along with gross margins)
· Client Relations and management
· Reviews at program levels, developing the core competencies Identifying and implementing strategies for
building team effectiveness by promoting the spirit of cooperation between team members
· Defining right KPIs to every individual in line to organizational goal
· Make everyone equipped to deliver what is expected out of him/her
· Conducting performance reviews to identify areas of improvement and it’s root cause followed with action plan for
fix
· Identifying outliers and preparing their training needs to enhance their operational efficiency
· Responsible to manage the processes independently and ensure business profitability

Operational deliveryKPI ManagementClient RelationsPerformance reviews

Vcustomer

Operations Manager

May 2009 – May 2011 · 2 yrs · Pune

· Operational delivery, Planning, KPI Management, Roster management
· Span of control – 120
· Client Relations and management
· Reviews at program levels, developing the core competencies Identifying and implementing strategies for
building team effectiveness by promoting the spirit of cooperation between team members
· Defining right KPIs to every individual in line to organizational goal
· Make everyone equipped to deliver what is expected out of him/her
· Conducting performance reviews to identify areas of improvement and it’s root cause followed with action plan for
fix
· Identifying outliers and preparing their training needs to enhance their operational efficiency
· Responsible to manage the processes independently and ensure business profitability