Saber Rahman
Manchester
Summary
Operations Manager with Customer Service and Sales experience. Hardworking, diplomatic and friendly. Experienced in launching and managing large scale contact centres. 8 years tenure within a single company with experience operating from multiple locations and countries. Driven policy, resource planning and financial strategy to improve employee satisfaction and business success.
Overview
8
8
years of professional experience
2
2
Years experience as Operations Manager
Work History
Operations Manager
Concentrix
09.2023 - Current
- Managed accounts effectively through financial forecasting and consistently delivering the target GM while ensuring costs didn't exceed the allocated budget.
- Currently managing a sales account for a US based client to drive financial revenue, selling SaaS for cloud-based unified communications.
- Analyzed and reported on key performance metrics to senior management.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them with operations staff.
- Presented a monthly review to senior management, through SWOT analysis, to highlight and mitigate operational risks.
- Led hiring and recruitment for professional services to fulfill business requirements.
- Negotiated contracts and developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Achieved higher employee satisfaction rates by fostering a positive work environment and providing opportunities for professional growth.
Team Leader
Concentrix
07.2020 - 09.2023
- Monitored team performance and implemented procedures to streamline operations using specific improvement plans to drive targets on a daily basis.
- Held weekly meetings to inform team members on any updates and strengthened team morale through a positive attitude and inclusive engagement.
- Worked closely with People Solutions, enforcing compliance through fairness and consistency with company's disciplinary procedures.
- Assisted in recruitment of new team members with the Talent Acquisition team.
Customer Service Advisor / Mentor
Concentrix
09.2017 - 07.2020
- Handled customer requests through prompt problem-solving through multiple systems at once.
- Conducted training and mentored team members to promote productivity and performance.
- Launched existing account in a separate location and onboarded different levels of SPOC.
- Worked with multiple data sets and proposed solutions to streamline operation's resolution rate on a regular basis during the Weekly Business Review.
Education
NVQ Level 6 Apprenticeship - Aerospace Engineering
University of Manchester
Manchester, England05.2016
Skills
- Strong Leadership
- Operations Oversight and Management
- Financial Analysis & Revenue Forecasting
- Staff Development & Employee Satisfaction
- Developing Strong Stakeholder Relations
- Interpersonal Communications
- Cultural Awareness
- Performance Monitoring & Evaluation
- Business Planning & Implementation
Timeline
Operations Manager
Concentrix
09.2023 - Current
Team Leader
Concentrix
07.2020 - 09.2023
Customer Service Advisor / Mentor
Concentrix
09.2017 - 07.2020
NVQ Level 6 Apprenticeship - Aerospace Engineering
University of Manchester
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