Jafar Sadiq Email & Phone Number

Dubai, United Arab Emirates

Bengaluru, Karnataka, India

Philippines

Inhouse Roles & Responsibilities:●Led a team of 18 chat support agents & email support in providing customer service to B2C customers through the Fresh Chat tool.● Monitored team performance metrics, including response times and issue resolution rates, and implemented strategies to improve these metrics.● Managing L2 LOB email support consist of 8 agents for in-house Customer Service.● Coordinating with cross-functional teams of Logistics, payments, BD, listing etc. for end-to-end resolution and SOP formulation.● Analysing CSAT trends and driving the performance of in-house and BPO agents.● Analyse and maintain all Customer Service KPIs and implement improvement plans as needed● Selecting, training, developing and managing the performance of direct reports and their analysts; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements● Manage and review operations reports● Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance● Conduct regular one-on-ones with direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching● Participate in cross-functional meetings to review information received from other operational functions and partner with other departments to define action plans that resolve issues and drive continuous improvement● Monitor and improve the performance of the team in terms of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction and development● Operations responsibility includes managing the incoming volume/queues to meet KPIs and taking appropriate actions (breach adherence, arranging for overtime, etc.)● Communicate performance-related indicators to the team and management through relevant and timely reports

Bengaluru, Karnataka, India

Roles & Responsibilities:● Handling Fantasy Operations End to End,● Managing L3 LOB for in-house Customer Service.● Creating Fantasy Sports tours and monitoring Fantasy Sports scores, stats, etc● Maintaining player line-ups, positions, and pricing/credits● Handling operational and logistical tasks associated with marketing promotions and prize distribution● Co-ordinated between different verticals (Tech, Marketing, Product, and other relevant teams)● Handling the span of a 10+ members team in product operations.● Coaching, Mentoring, and Preparing Daily Reports.● Attaining daily, weekly and monthly targets specified by the process.● Roster management & People Management● Daily team Huddles and process and product instructions.● Managing the team effectively to ensure the achievement of targets and performance● Works closely with Product Team to help develop new processes, and establish standards and best practices for the cluster.● Conducted performance evaluations and provided regular feedback to team members to support their professional development.

Bangalore

Roles & Responsibilities:● Managing a team of 25+ agents and handling shifts independently for Inbound & outbound team for health related queries.● Ensure SLA compliance through regular quality checks and reviews● Works closely with Process Analysts to help develop new processes, establish standards and best practices for the cluster● Responsible for employee activities including attracting and retaining top talent, employee rewards and recognition, and performance appraisals● Responsible for the early identification of potential issues, understanding the impact, and putting in place and driving remedial action plans● Implement effective coaching and development processes to ensure on-time account opening and accurate reporting● Attrition management tenure wise● Constantly reviewing the team to improve performances● Plan for client reviews and internal process reviews● Active participation in hiring across the cluster● Handled medical consultation flow and help to increase the consultation flow by setting goals.● Involved in the Medicine Delivery operation process and Operation process development in the Hyderabad region● Managing the team effectively to ensure the achievement of targets and performance● Training the new employees in the voice process as well as in the technicalities of the product to provide support to customers● Conveying the client requirements to the team with regard to the process.● Attaining daily, weekly and monthly targets specified by the process.● Consumers' complaints regarding the failed delivery, Follow up with relevant logistics partners, warehouse, and operational teams.

Bengaluru, Karnataka, India

Handling Inbound Calls where customers are calling for their Product-Related queries andconvince them to buy those products on calls.Worked with Level 2 E-mails Team as a product specialist and handled customer levelescalations on E-mails and provided resolutions by communicating with the relevant team. (Brand &BD)Logistical Operations ensure the products delivered to the consumers, Follow up with relevant logistics partners, warehouse and operational teams.

Bengaluru, Karnataka, India

Handling Inbound Calls where customers are calling for their Product-Related queries andconvince them to buy those products on calls.Worked with Level 2 E-mails Team as a product specialist and handled customer levelescalations on E-mails and provided resolutions by communicating with the relevant team. (Brand &BD)Lateral Promotions as OJT Trainer for new joinersMentoring coaching about the product and process flowAchieving the Daily & Monthly Sales Targets with quality service

Salem, Tamil Nadu, India

Handling & Maintenance of Systems on-Site or Off-Site Installing OS and Drivers.Handling Inbound Calls where Customers Calls For their Internet Related Queries. Solving theirProblem on Call Via Doing T-Shooting Steps.

Salem, Tamil Nadu, India