MUHAMMAD RASIL C
Dubai
Summary
Dynamic and diligent Professional with 8 years of career success in Front End Processing; currently designated as Team Leader with Nippon Groups. Technically proficient in MS Office, MS Word. Functional competency in process improvement, predictive analysis and activity monitoring. Comprehensive knowledge and understanding of products, software, process and policies. Strong team leader builder and facilitator, fostering an atmosphere that motivates highly talented professionals to balance high-level skills with maximum productivity. Ability to manage multiple tasks in a pressured environment. Dedicated and driven as a hard-working individual. Ability to learn quickly & make effective decisions
Overview
7
7
years of professional experience
Work History
Team Leader
Nippon Doors Premium Restaurant
Dubai
09.2023 - Current
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Maintained records of customer interactions, transactions, comments and complaints.
- Performed outbound calling campaigns to promote new products or services.
- Maintained accurate records of customer interactions for future reference.
- Identified opportunities to upsell additional products or services when appropriate.
- Attended regular training sessions on updates and changes within the industry or organization.
- Processed orders, forms, applications, and requests accurately and efficiently.
Operation Manager(Nippon Groups)
Luxon Motor Corporation Pvt. Ltd
Kochi
11.2022 - 08.2023
- Maintaining and improves call center operations by monitoring system performance identifying and resolving problems
- Managing system and process improvement and quality assurance programs installing upgrades
- Developing 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
- Perform audits and quality checks on Team Leads & Floor Supports
- Provide feedback to the Team Leads & Floor Supports periodically on their performance
- Performing Bottom Quartile Management
- Maintaining professional and technical knowledge by tracking emerging trends in call center operations management.
Assistant Manager( Cogent BPO)
Cogent E-Services Private Limited
Mangalore
08.2021 - 10.2022
- Managing client and internal KPIS
- Monitoring and reviewing performance to ensure efficiency of process operations
- Managing Team Leads, Agents and work towards the process excellence
- Interacting with clients on key requirements
- Interacting with internal stakeholders for business requirements
- Achieving and monitoring P&L target as per the business requirements
- Motivating team to achieve high standards and KPI targets
- Handling new client requirement and acting as the face of the business.
Team Lead(BFL Non Voice)
Cogent E-Services Private Limited
03.2021 - 08.2021
- Handling Cases assigned
- Proper Monitoring case flow and action
- Handling 29 members of Team
- Handling client level escalations and process issues corrections
- Quality monitoring & feedback for the team
- Conducting team meeting and set expectations
- Items to be discussed in huddles would include all KPIs
- Quality monitoring & feedback for the team
- Approving Refunds Waivers as per Empowerment
- Demonstrate the ability to use techniques and processes to manage, coach and develop individuals and team performance
- Compliance and quality assurance with a focus on customer service and key performance indicator result as per client contact
Network Relationship Manager(NSDL)
(Altruist Customer Management Acquired from First Source,Vertex Customer Management)
12.2019 - 03.2021
- Channel Management for PAN & TIN FC centers
- Increase Channel count by enrolling new business partners
- High Channel Satisfaction by Issue resolutions through Back end team
- Increase Channel Sales volume & revenue
- Timely Branch Outstanding Collections
- Timely Document collection and ensure shipment to Warehouse
- Travelling through territory of operation
- Quality monitoring & feedback for the team
Team Lead(NSDL)
(Altruist Customer Management Acquired from First Source,Vertex Customer Management)
11.2017 - 12.2019
- Handling Branch query/complaints from all over Kerala
- Handling client level escalations and process issues corrections
- Responsible for the team management with respect to all the performance
- Generating high performance in self and team members through continual monitoring against performance expectations
- Branch management
- Team Management Handling client level escalations and process issues corrections
- Assist with training and updates, and provide direction pertaining to use of systems, policies and procedures, and problem resolution
- Quality monitoring & feedback for the team
- Increased Channel Satisfaction by Issue resolutions through Back end team.
Team Lead(Airtel)
(Altruist Customer Management Acquired from First Source,Vertex Customer Management)
11.2017 - 12.2019
- Handling the prepaid inbound customers & Ensure customers should not call back
- Handling Customer service for entire high value customers Kerala circle
- Delivery the best Customer service and ensure avoid customer Repeat
- Responsible for the team management with respect to all the performance
- Generating high performance in self and team members through continual monitoring against performance expectations
- Handling client level escalations and process issues corrections
- Quality monitoring & feedback for the team
- Conducting team meeting and set expectations
- Items to be discussed in huddles would include all KPI
- Demonstrate the ability to use techniques and processes to manage, coach and develop individuals and team performance
- Compliance and quality assurance with a focus on customer service and key performance indicator result as per client contact
Customer Executive(Airtel)
(Altruist Customer Management Acquired from First Source, Vertex Customer Management)
Kochi
02.2017 - 11.2017
- Handling platinum calls
- Giving online solutions to the customers
- Maximum customer satisfaction
- Escalating process issues on time
- Giving inputs to improve process
- Timely updating of process changes
- Maximum contribution to achieve Service levels and process scores
Education
Bachelor of Computer Application -
Rabindranath Tagore University
01.2020
B.Tech - Computer Science
Cochin University of Science and Technology
01.2016
Higher Secondary -
Pallikkunnu GHSS:Kerala State Board
Pallikunnu01.2011
High School -
Koodali GHSS, Kerala State Board
Kannur01.2009
Skills
- New employee training
- Product development
- Authoria Talent Management
- Team development strategies
- Staff presentations
- Sales leadership development
- Strategic thinker
- High-pressure environments
- Communication improvements
- Consensus building techniques
- Quality assurance and control
EMPLOYERS
- Nippon Groups (2022 November- Current)
- Cogent E Services (2021 March - 2022 October)
- Altruist Customer Management (2017 February - 2021 March)
Additional Information
- Best Team Leader award & Quarterly RNR winner (Jan,Feb,Jul and Sep’18)
- Best Network Relationship Manger ( Sept’19) Won the “Excellence Award” for highlight process issues/ Suggestion feedback to client in the year 2018.
- No. 1 performing center PAN India for meeting the continuous performance a
- least level of customer repeat and highest first call resolution award from contact head operation Bharti airtel –April 2018 ( Nithin Johar )
Timeline
Team Leader
Nippon Doors Premium Restaurant
09.2023 - Current
Operation Manager(Nippon Groups)
Luxon Motor Corporation Pvt. Ltd
11.2022 - 08.2023
Assistant Manager( Cogent BPO)
Cogent E-Services Private Limited
08.2021 - 10.2022
Team Lead(BFL Non Voice)
Cogent E-Services Private Limited
03.2021 - 08.2021
Network Relationship Manager(NSDL)
(Altruist Customer Management Acquired from First Source,Vertex Customer Management)
12.2019 - 03.2021
Team Lead(NSDL)
(Altruist Customer Management Acquired from First Source,Vertex Customer Management)
11.2017 - 12.2019
Team Lead(Airtel)
(Altruist Customer Management Acquired from First Source,Vertex Customer Management)
11.2017 - 12.2019
Customer Executive(Airtel)
(Altruist Customer Management Acquired from First Source, Vertex Customer Management)
02.2017 - 11.2017
Bachelor of Computer Application -
Rabindranath Tagore University
B.Tech - Computer Science
Cochin University of Science and Technology
Higher Secondary -
Pallikkunnu GHSS:Kerala State Board
High School -
Koodali GHSS, Kerala State Board
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