Mohammad Azad Email & Phone Number

Banglore

• Heading city operations and growth.• Presided over a team of Multiple managers, executives and Blue collar staffs.• Design process and strategy for effectively scaling the services and optimize operations.• Useing customer feedback & operational insights to identify product and service gaps.• Drive product innovation & business growth.• Coordinate with supply partners and internal team.• Oversaw Digital experience of APPs and social media handles to boost the sales… Show more • Heading city operations and growth.• Presided over a team of Multiple managers, executives and Blue collar staffs.• Design process and strategy for effectively scaling the services and optimize operations.• Useing customer feedback & operational insights to identify product and service gaps.• Drive product innovation & business growth.• Coordinate with supply partners and internal team.• Oversaw Digital experience of APPs and social media handles to boost the sales target.• Improved turnover to 2x and increased ARPU which led to Improve City PnL.• Saved INR good amount by leading owner negotiations in adverse times.• Designing SOP’s and operating manual for better efficiency• Hire, train & motivate a high performance operations team.• Projects undertaken - Site & location analysis, Ethical Issues in Operations Management Show less

Noida Area, India

Managed multiple teams of around 45 resources in 3 different shifts (Billing, WFM Project Management) also taking care of Roster/Schedule planning, work allocation and other activities in the team.Working on SAAS products i.e. PMS Pro. PMTabs, RMS, APTARA CRM, Salesforce etc. Responsible to lead conference and product call in Peak season and sharing all reports to the onshore.Interface between the client and the in-house production team of 300 people working in the role of HTML… Show more Managed multiple teams of around 45 resources in 3 different shifts (Billing, WFM Project Management) also taking care of Roster/Schedule planning, work allocation and other activities in the team.Working on SAAS products i.e. PMS Pro. PMTabs, RMS, APTARA CRM, Salesforce etc. Responsible to lead conference and product call in Peak season and sharing all reports to the onshore.Interface between the client and the in-house production team of 300 people working in the role of HTML Programmers, Graphic Designers, and Copywriters & Quality Analyst in order to ensure timely delivery of the Projects.Work transition from different department. Responsible to organizing 'Team Calibration Activity', ensuring Team is aware of each client update.Deep Dive into the client universe to truly understand business needs, identify pain points and map a fitting way of working.Define production strategies, write up workflows and dig deep into tooling and system solutions.support the creation of documentation and training materialsHandle on boarding of new employees with HR, facility managers and office assistantsHelp solve problems and enable great communication between teamsHelp nurture a positive learning environment. Investigate automation where possible.Conduct multiple refresher training within the team related to process, actively participated in quarterly Review meeting & Ops Meet with the senior management.Responsible for making Dashboard Report on monthly and other different Reports on weekly basis.Coordinating with different departments and ensuring the things are getting done within deadline.Responsible for handling queries, Escalations from client end. Identifying client opinion or perception about projectTaking care of billing activity and ensuring that the activity is closed within the given time, courteous and efficient service to all clients, so as to achieve a high level of customer satisfaction. Show less

Noida

Managed a Team strength of 20 FTEs and was responsible of servicing critical PAN India clients and acting as an extended support of sales team.Took care of work allocation within the team and work transition from different department.Organized 'Team Calibration Activity' with the team.Conducted different refresher trainings within the team related to soft skills and email etiquettes.Took care of floor support in terms of any Query related to process.Published Dashboard… Show more Managed a Team strength of 20 FTEs and was responsible of servicing critical PAN India clients and acting as an extended support of sales team.Took care of work allocation within the team and work transition from different department.Organized 'Team Calibration Activity' with the team.Conducted different refresher trainings within the team related to soft skills and email etiquettes.Took care of floor support in terms of any Query related to process.Published Dashboard Report on monthly basis, PPT Report Quarterly basis and FSL Report on weekly basis.Acted as a bridge between the organization and clients to ensure delivery of quality services.I was Responsible of handling queries, boosting the responses by doing different response boosting activity.Published C. Sat report to Identifying client opinion or perception about products while taking the feedback on regular basis and make appropriate adjustments or customization as per client's requirement.Awarded with multiple recognition awards and nominated for Q1 R&R.Generated various MIS reports and creating a better professional feedback experience for the client.I was responsible of explaining customer about the company products and how it can benefit their business further.Ensured renewal for sales which further helps in revenue generation for organization.Maintained NPS (Net Promoter Score) Survey and also works to ensuring the client satisfaction by taking feedback on their pain areas. Show less

Shastri Park Delhi

Took care of Payment collection on behalf of Nissan Motor Acceptance Corporation.Gave reminder calls to all Nissan or Infinity customers. Organized follow up calls for Payment.Reminding on payment delinquency.Utilized all appropriate troubleshooting steps to collect for the current Month.Helped Nissan customer by giving them Payment Extension.Interacted with customers to understand their Problem area and act accordingly.Dealt with Nissan Dealership in U.S to… Show more Took care of Payment collection on behalf of Nissan Motor Acceptance Corporation.Gave reminder calls to all Nissan or Infinity customers. Organized follow up calls for Payment.Reminding on payment delinquency.Utilized all appropriate troubleshooting steps to collect for the current Month.Helped Nissan customer by giving them Payment Extension.Interacted with customers to understand their Problem area and act accordingly.Dealt with Nissan Dealership in U.S to understand customers pain areas. Achieved the targets set by the Organization. Show less

Master Of Science - Ms, Msc(It), Masters

Post my graduation, I developed some interest in Information Technologies, Hence enrolled for this program.

Bachelor Of Arts - Ba, Graduation

I Spent the best 3 Years at DU, It helped me explore my potential, thanks to the lenient curriculum and no hard attendance rule that I got.

11Th And 12Th Cbse, 12Th

Activities and Societies: Head Boy, Martial Arts, Cricket Anglo Sanskrit V. J. Sr. Sec. School, Darya Ganj, New Delhi was established.

1St To 10Th Cbse, 10Th

Activities and Societies: Cricket, Volleyball I Shifted to Vidhya Vihar for Better Study and because of my brother was in the school