Amir Khan

Operations Associate

Delhi, India15 yrs 7 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 11 years in customer service management.
Expert in team building and employee engagement.
Proven track record in process improvement initiatives.

Stackforce AI infers this person is a Customer Service and Operations Management expert in the BPO industry.

Contact

Skills

Core Skills

Customer ServiceTeam ManagementQuality AssuranceVendor ManagementProcess Improvement

Other Skills

Payment SolutionsManpower PlanningClient CoordinationSalesforceChat SupportEmail SupportMarketing CommunicationsBusiness DevelopmentEmployee EngagementCRMCall CentersBPOLogistic SupportManagementCustomer Relationship Management (CRM)

About

Every brand has stories to tell -- stories that will not only engage, enlighten, surprise, delight and brunt their audience, but that will also deliver on measurable business goals. And, I'm the conduit between brand and consumers. I'm a seasoned professional with high amount of keeping problem solver posture with 11+ years combined experience and strong track record in managing Customer Service, Team Building, Projects, Strategic Planning, Operations and maintaining relationship with key person. People management is very important because study says, “the more your people feel happy, the more your business grows”. Everyone needs an appreciation for the good work, an ear to hear their issues, someone to show them growth path, someone to coach them right, someone to share even negative feedback in positive manner. I'm that Someone.

Experience

15 yrs 7 mos

Total Experience

3 yrs 3 mos

Average Tenure

6 yrs 5 mos

Current Experience

Pine labs

Corporate Manager

Dec 2019 – Present · 6 yrs 5 mos · Noida, Uttar Pradesh, India

Payment Solutions -- In the simplest terms, a payment processor is a company that handles transactions between two parties, such as a merchant and a customer. It accomplishes the payment by relaying the payment information, like credit card, debit card, EMI from the customer to the merchant's preferred bank account.

Payment SolutionsCustomer ServiceTeam Management

Jindal intellicom limited

Assistant Manager

May 2017 – Dec 2019 · 2 yrs 7 mos · New Delhi Area, India

→Responsible for managing a dedicated team of about 160 FTE (close number), providing 100% connect to customers across all the channels of contact, such as Inbound Call, Emails, Social Media, SMS, Missed, IVR Call or even abandoned calls.
→Working all around to formulated process which creates customer WOW – such as Happy Calling, Dealer Feedback, Key Account Calling, Escalation Desk, Social Media (One Direct & NCH), Cs mails and allocation of tickets.
→Directly managing the reporting of 6 to 12 Team Leaders.
→Consistently involved in manpower planning.
→Direct coordination with IT SPOC for process inventory allocation.
→Active part of weekly client meeting to discuss challenges and way forward.
→Have got process flows prepared for all LOB such as Allocation, Dealer Feedback, Cs mails, Happy Calling, Irate Queue, NCH, One Direct, Survey IVR, Email templates, IVR, Missed, Lost etc within 30 days of my joining.
→Have been a part of all internal activities across support department such as IT, Quality, Training and WFM for smooth transactions in operations.
→Have been a part of all process related improvisation such as new updates, script for new product or at IVR level.
→Being a part of the hiring team, interviewed more than 500 personnel to hire 150 associates for the season.
→Responsible for weekly call calibration with Training & Quality teams.
→Managing attendance for entire process to avoid loss of pay for employees.
→Being a part of R&R activity internally and externally both.
→Getting self involved every month by doing a skip level team wise to know the exact sad affair on ground level in order to correct what is wrong to have happy employees.
→Getting self involved every month at the time of pay cycle process to cater any dispute then and there.

Customer ServiceTeam ManagementProcess ImprovementManpower PlanningClient Coordination

Concentrix daksh india pvt ltd

Assistant Manager

Jan 2016 – Jan 2017 · 1 yr · Noida Area, India

→Weekly Calibration with Quality team.
→Responsible to update attendance timely on given tool PSHR.
→Responsible to get SR rejects reduced by disseminating real time update.
→Making test calls to identify the Process gap and share feedback with Team.
→Responsible to complete daily audit for team i.e. 2 audits per agent in a week.

Quality AssuranceTeam ManagementProcess Improvement

Paytm

Team Manager

Sep 2014 – Sep 2016 · 2 yrs · Noida Area, India

→Handled various LOBs with high potential results such as Shopping, OMT, Shipping, RVP, CDG and Travel under CST)
→Handled a UAT team for smooth migration in to Salesforce application along with all reports integration.
→Managing vendor/partner
→Managing escalation coming direct from Co-founder Mr. VSS.

Vendor ManagementTeam ManagementSalesforce