MOHAMMED IRSHAD AHMED

Team Leader-Operations
Hyderabad, India
Mobile: +91-8801005130
E-mail: irshadmohd23@gmail.com
Best time to call : Any time

CAREER OBJECTIVE
 Explore the depth of professionalism with the thirst for learning, enriching my knowledge & skills to
execute organizational activities effectively with maximum efficiency and work to the highest
standards.

PROFESSIONAL FORTE
 An immaculately presented, articulate and well spoken, working in the management and operations
department of the Customer Service Industry
 Possess innate understanding of the importance of customer service and product knowledge
 Directing, leading & motivating workforce and imparting continuous on job training for accomplishing
greater operational effectiveness/ efficiency
 Exhibits sound judgment and decision‐making skills as well as exemplary leadership in generating
financial success and delivering positive results across multiple business functions.
 Ability in evaluating organization's critical requirements and coming up with resolutions with high
level of confidentiality.
 Quick learner and able to rapidly achieve integration and easily assimilate job requirements.
 Change Management - Ability to identify, initiate and implement change
 Formal presentation skills with an ability to liaise with senior management and Customer
 Conversant with MS Office (Word, Power Point, Excel, Access) and Internet Operations

AREAS OF EXCELLENCE

 Client Relationship Management  Effective coaching

 Assessing employees’ performance  Managing agents’ shifting schedules

 Customer Satisfaction  Dealing with HR issues

 Performance Management  Holding meetings

 Target Achievement  Strategic Planning & Implementation

 Motivating employees  Visionary Leadership

 CREDENTIALS

 Master of Business Administration(MBA) from Osmania University, Hyderabad 2021

 Diploma in Safety (QHSE) from Acharya Nagarjuna University , Hyderabad 2015
 Bachelor of Science in Computers from Osmania University, Hyderabad 2014
 Intermediate from Sri Chaitanya Jr.College, Hyderabad 2009
 SSC from Genius Citizen High School, Hyderabad 2007

BENCHMARKS & MILESTONES

 Awarded as “Star Performer” award for the year 2017 & 2018.

 Awarded as “Best Process Consultant” award for the year 2016.

PROFESSIONAL EXPERIENCE
Team Leader-Operations - Hyderabad
BPO Convergence Pvt. Ltd Aug 2020–Nov 2021

 Work closely with the team, motivating and coaching them

 Hosting 1-2-1’s and team meetings
 Keeping up to date with business development and new product lines
 Reporting to the Customer Service Manager
 Manage day-to-day line activities, prioritise and make risk/impact assessments within existing
processes.
 Ensure training and development plans are maintained for all team members
 Use company methodology, team input and own initiative to ensure attendance and retention targets
are achieved
 Manage the fair and consistent application of performance management and disciplinary measures
as necessary
 Support the Operations Manager to highlight operational risks and areas for improvement
 Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance
and customer satisfaction
 Support the Head of Sales to deliver business targets and objectives and create a performance
orientated culture
 Keep up to date with any industry changes affecting the business and relaying this knowledge back
to the team
 Work with the management team to identify and deliver positive change and business efficiencies
 Deliver the allocated part of the operation within agreed budgets, service levels and business targets
 Escalate any appropriate problems to senior management
 Support the Senior Manager to highlight operational risks and areas for improvement
Senior Process Consultant - Hyderabad
Y-axis Solutions Pvt. Ltd Dec 2015 – Sep 2019

 Looking after the counseling, documentation, case discussion and effectively opening the line of
communication for clients.
 Reviewing all the client documents, scrutinizing them for correctness, highlighting lacking in
documents, check translations, validity of the documents, dates and all other documents for
accuracy and prepare the list for completeness.
 Providing information to clients on IELTS or CELPIP Tests, WES, police certificates and medical
exams.
 Updating the clients on their progress of files, ensure timely responses and prepare the file status
report and update the same in Officio Client Database system.
 Work within strict timelines to prevent application process delays
 Research CIC updates as required in related to Canadian immigration matters
 Communicate with clients consistently via email or telephone

Customer Service Executive - Hyderabad

Tata Business Support Services Limited Mar 2013 - Jan 2014

 Resolving complaints of customers.

 Coordination with concern department for resolving the problem and issue of the customer.
 Promptly resolving web queries, web requests and replying to emails of customers
 Effectively handling escalations calls.
 Maintaining fruitful relationships with clients once converted so that recurring business in set.
 Developing robust pipeline of new business/opportunities coming to the company.
 Set up and attend meetings with decisions maker/company's leaders.
 Preparing power points presentation for brands as and when required.
 Updating CRM on daily basis. Ensure the data is entered accurately for management proper review.
 Updating DSR( Daily sales report) to your assigned reporting

REFERENCES
Available upon request
PERSONAL DETAILS

Father’s Name : Late Mohammed Yousuf

Gender : Male
Marital Status : Married
D.O.B : 18-Sep-1991
Nationality : Indian
Language Known : English, Hindi & Telugu
Permanent Address : Borabanda, Hyderabad, Telangana.

Passport : L3173344
Place of issue : Hyderabad
Date of Issue : 09/07/2013
Date of Expiry : 08/07/2023

DECLARATION: I hereby declare that the statements made above are true, complete and
correct to the best of my knowledge.

(Mohammed Irshad Ahmed)

Date: