Anas Farooq Email & Phone Number

Professional Summary:Results-driven Operations Team Leader with a successful history in customer care management and team leadership. Proven expertise in performance monitoring, data analysis, and technical skills. Demonstrated strong leadership capabilities in team management, scheduling, and task delegation. Possesses excellent soft skills in customer service, communication, and problem-solving. Deep understanding of effective team leadership for exceptional customer service and business growth. Achievements:Successfully led and streamlined multiple projects, reducing completion time and enhancing customer satisfaction.Implemented efficient processes and systems to enhance dispute resolution effectiveness.Analyzed data, implemented strategies, and achieved KPIs, improving team performance and dispute resolutions.Led a 16-member team in resolving complex disputes.Developed a dispute resolution tracking system, reducing escalations by 40%.Conducted root cause analysis, resulting in a 15% reduction in repeat disputes and a 10% decrease in error rate.Identified trends and implemented preventive measures, reducing wrong violations by 25%.Monitored KPIs, leading to improved overall performance.Introduced a training program, reducing onboarding time by 18% and increasing employee retention by 30%.Executed a team-building program, boosting team engagement by 15%.Enhanced team morale and collaboration through regular meetings and performance evaluations, achieving a 20% improvement in overall morale and a 25% improvement in communication and collaboration.Implemented a performance management system, increasing team productivity by 15%.Led a data clean-up team of 6 members, achieving a 95% accuracy enhancement in the SALIK Chatbot and completing multiple projects for a paperless transformation.Responsibilities:Establishing customer service procedures, policies, and standards for effectiveness.Monitoring department and employee performance through regular reports and statistics.Setting and aligning customer satisfaction goals, coordinating with the team for consistent achievement.Overseeing day-to-day operations, promptly addressing customer inquiries and issues.Conducting quarterly training for team members on handling complaints, inquiries, and business rules.Emphasizing the importance of service quality among staff members.Managing a team of customer service representatives, including hiring, scheduling, and performance management.Communicating updates in business rules and processes to staff.