Summary
Overview
Work History
Education
Skills
Timeline
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Saber Rahman

Manchester

Summary

Detail-orientated Team Leader with 6 years of Customer Service experience. Hardworking, diplomatic and friendly. I have implemented policy, planning, and strategy to improve employee satisfaction and business success. Passionate about leading operations for Concentrix, aiming to apply experience and knowledge to tackle any operational demand for the benefit of the stakeholders.

Overview

6
6
years of professional experience

Work History

Team Leader

Concentrix
07.2020 - Current
  • Monitored team performance and provided constructive feedback through coaching to increase productivity and deliver top performance on a daily basis.
  • Worked closely with People Solutions, enforcing compliance through fairness and consistency with company's disciplinary procedures.
  • Coordinated with other TLs within Operation to identify areas of improvement and devised solutions based on findings.
  • Held weekly meetings to inform team members on company news and updates and built strong relationships with my team through a positive attitude and inclusive engagement.
  • Devised and implemented processes and procedures to streamline operations using improvement plans in alignment with specific goals.
  • Assisted in recruitment of new team members, ensuring that qualified individuals get the right opportunities.
  • Created and managed project plans, timelines and budgets.

Customer Service Advisor / Mentor

Concentrix
09.2017 - 07.2020
  • Supported large volumes of customers every day with positive attitude and huge focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving through multiple client systems at once.
  • As mentor, I conducted training and mentored team members on new modules to promote productivity and commitment to great customer service.
  • I have traveled to another city to support launching another site for existing campaign. I worked with operations and supported Team Leaders to grasp the role and align with campaign specific needs.
  • As lead complaints handler, I worked with multiple reports and proposed solutions to streamline operation's resolution rate. This data was presented back to Client's on weekly basis alongside Weekly Business Review.

Education

NVQ Level 6 Apprenticeship - Aerospace Engineering

University of Manchester
Manchester, England
05.2016

Skills

  • Leadership
  • Staff Development & Employee Motivation
  • Developing strong Stakeholder Relations
  • Interpersonal Communications
  • Cultural Awareness
  • Performance Monitoring and Evaluation
  • Policy and Procedure Implementation

Timeline

Team Leader

Concentrix
07.2020 - Current

Customer Service Advisor / Mentor

Concentrix
09.2017 - 07.2020

NVQ Level 6 Apprenticeship - Aerospace Engineering

University of Manchester

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