MOHAMMED AYAAN
Chennai
Summary
Organized Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Skilled in Customer-handling and complaint resolution, Escalations handling, Quality Report Analysis.
Overview
14
14
years of professional experience
Work History
Team Leader
TATA Consultancy Services (TCS)
03.2022
- Handling a Banking project with 20 member’s team
- I will track team yearly performance and rate them for appraisal
- Conducting a daily Team Huddle and provide the process updates
- Preparing weekly and Monthly performance Deck
- I facilitate my team members to cross trained in other process as well to support during high volume
- Handling onshore Client calls and Escalations
- Doing 100% Quality check for the team
- Conducting brain storming session to the team Bi-Monthly
- Maintaining attendance and Leave tracker for my team.
Acting Team Leader (Subject Matter Expert)
TATA Consultancy Services (TCS)
10.2019 - 02.2022
- Handling a Banking project with 07 member’s team
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Preparing weekly and Monthly performance Deck
- I facilitate my team members to cross trained in other process as well to support during high volume
- Handling onshore Client calls and Escalations
- Doing 100% Quality check for the team
- Conducting brain storming session to the team Bi-Monthly
- Maintaining attendance and Leave tracker for my team
- I am also monitoring other team cases with a shorter TAT, where I will be assigning priority cases and do follow until it gets closed.
Senior Process Associate
TATA Consultancy Services (TCS)
02.2015 - 10.2019
- I was working with World pay Boarding Team, Which is we need to board the US Merchants into World pay
- By keying the Correct DOB, SSN, Especially we need extra care while keying the correct Banking details of the merchants and all the relevant information
- After that will move to Credit department whether the Merchant is a fraud or a valuable Merchant to be with World pay
- Once if it is positive then we will board the merchants into World pay, then deployments team will send the swiping machines to the merchants delivery address like VX 520, VX680.
Senior Process Associate
TATA Consultancy Services (TCS)
12.2011 - 02.2015
- For 4 years I was in order built team (Bundle Order Entry Team) there I was doing orders for Australian Telecom
- We will provision the bundle including voice line and internet service to access via fiber optics cable
- I was into Escalation Department with National Broadband Networks team.
Process Associate
Hayagrivar Infosys Pvt LTD
06.2011 - 11.2011
- As a CRO in Hayagrivar: I was doing outbound international calls for diabetics patients for giving supplies
- I worked for Medicare and Medicaid and BCBS Insurance Companies to provide supplies for United States People
- If Customer received the supplies we will call the customer to inform about the uses of supplies and testing meter to check their Sugar Level.
Customer Relationship Officer
Hinduja Global Solutions
03.2008 - 04.2010
- As a Customer Relationship Officer in Airtel process I was taking calls
- As I was performing well in my previous process I got recognized and got the internal movement in Escalations and complaints Handling Department
- While I was working in Escalation and complaints Team I got recognized and got the internal movement in to Handling VIP Calls (Care Touch)
- As I was performing well in all the process therefore I have been recognized by my supervisor and they have moved me as SME (Subject Matter Expert) to handle the Team
- I have handled 6 bridge teams and I have been training them to clear in taking calls and doubts in products as well as in process.
Education
B.Com -
HSC -
SSLC -
Skills
- Teamwork and Collaboration
- Problem-Solving
- Good in people management
- Excellent administrative and organizational skills
- Excellent communication and inter-personal skills
Languages
English & Tamil
Classification
Internal
Overallachievements
Maintained good team strength without shrinkage. Consistently achieved high quality scores. Adhered to break timings and shared best practices to maintain productivity. Investigated mistakes and provided solutions to avoid errors.
Personal Information
- Date of Birth: 07/14/86
- Nationality: Indian
- Marital Status: Married
Disclaimer
I do hereby declare that the above mentioned information is true and to the best of my knowledge.
Timeline
Team Leader
TATA Consultancy Services (TCS)
03.2022
Acting Team Leader (Subject Matter Expert)
TATA Consultancy Services (TCS)
10.2019 - 02.2022
Senior Process Associate
TATA Consultancy Services (TCS)
02.2015 - 10.2019
Senior Process Associate
TATA Consultancy Services (TCS)
12.2011 - 02.2015
Process Associate
Hayagrivar Infosys Pvt LTD
06.2011 - 11.2011
Customer Relationship Officer
Hinduja Global Solutions
03.2008 - 04.2010
B.Com -
HSC -
SSLC -
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