Mohd Uzair Email & Phone Number

Mumbai, Maharashtra, India

I have been instrumental in solving various strategic problems, including the complete product management for our GCC business, retail stores, and finance & payment modules. I am responsible for implementing business strategies into the system, which directly impact growth levers. My duties also extend to managing the IT, infrastructure, and networking for our organization, ensuring seamless operations and robust support for all technological aspects.

Mumbai, Maharashtra, India

A results-driven Technical Program Manager with a proven ability to lead cross-functional teams and deliver impactful products. Equipped with a deep understanding of the software development life cycle (SDLC), requirements analysis, and project management methodologies, including Agile and Waterfall. Possessing excellent communication skills, able to bridge the gap between technical and non-technical stakeholders, ensuring project success.A champion of diversity, equality, and inclusion, with a strong commitment to giving back to the community and maintaining ethical standards. Adept at using data to make informed decisions, drive process improvements, and deliver value to clients. Possessing a strategic mindset, able to define roadmaps, set goals, and execute on plans with a focus on delivering measurable results.Managed several projects with my expertise in JIRA as an Admin for our organization. I designed workflows for various teams and introduced processes to streamline the SDLC. I set accountability, SLAs, and reports to ensure timely deliverables and proper bandwidth utilization. I onboarded other functions onto the JIRA platform to track their work, efficiency, and bandwidth utilization.As part of the QA and Techsupport team at MakeO, I was responsible for ensuring the stable build and quality of the website, mobile app, and internal CRM system. I oversaw the entire QA process, documenting test cases and scenarios and conducting multiple rounds of execution. I provided post-deployment and adoption support to internal users with the help of the tech support team, ensuring that they had a seamless experience using our products.

Mumbai, Maharashtra, India

As an Engineering Manager at MakeO, I have had the privilege of working on a range of areas that have enabled me to develop a unique skill set. Over the years, I have worked on the following areas:Call Process Management: I designed and managed an end-to-end dialer setup for our organization, ensuring that calling would work for all functions. My expertise in telecom guidelines, structure, technologies, and SaaS products allowed me to manage compliance and lead an internal dialer support team responsible for troubleshooting issues. I also designed an API-based complex IVR system to enhance the customer experience and managed the infrastructure to fulfill the calling process for over 1000+ in-house users.Communication Management: I was responsible for managing customer and internal communication, including designing the architecture for communications using SaaS products. I also worked on complex communication workflows based on user events and time-based conditional comms through various channels. I took several measures to implement the system while maintaining domain reputation and ran multiple marketing campaigns during significant events. My role also involved partnerships with SMS gateway providers, email solutions, and WhatsApp channel usage, ensuring compliance with TRAI guidelines for SMS services management. I managed SMS header and SMS/WhatsApp template approval management.CRM Management: I managed the Salesforce CRM platform and implemented it effectively for sales, support, and product management. I have a good understanding of CRM and its customization capabilities, which enabled me to develop a strong and long-term lead management system using out-of-the-box facilities. Product Management: I worked as a Product Manager and provided solutions for multiple projects, such as end-to-end customer details encryption, scheduling systems, and telecom-related requirements.

Noida Area, India

I was responsible for transforming and managing Inbound & Outbound Tech support and its Quality Operations for JD Omni product. I was tasked with monitoring metrics such as Abandonment, FCR, Quality Scores, Agent Utilization, and TAT for all team members under the technical support function.One of my key contributions was implementing and improving the In-House CRM system for the technical support team. This resulted in maintaining high-quality standards and enhancing productivity. I also established and automated agent performance management with incentive programs based on customer feedback and overall performance. Additionally, I was responsible for recruitment, training, and T2T quality feedback to agents.Handling complex situations with customer satisfaction as the primary objective has helped me develop strong collaboration skills and manage the interface with all business heads. My insights from contact center and quality data, along with my ability to implement an effective response from the contact center for new product introductions, made me a valuable asset to the organization.As part of my role, I established and executed quality scorecards, call calibrations, and automated audits. I set up quality-related reporting, drove continuous reduction of common errors and fatal, and mentored the quality analysts for sessions on the BU floors and individual agent feedback. My ability to establish and execute quality-related processes demonstrates my capability to maintain high standards of quality while driving continuous improvement.As a Product Manager for the support team, I was responsible for writing requirements for the CRM to provide world-class support. I directly discussed the design and logic with developers to get them implemented in the desired timeline, showcasing my technical acumen and leadership skills.

Noida Area, India

I was responsible for conducting research and analysis to enhance the services provided to our clients by the company. I worked on improving the efficiency of new business verticals by identifying areas for improvement and implementing appropriate measures. I collaborated with the product development team to make the software, JD Omni, more user-friendly for our clients.To provide the development team with guidance, I established market requirements that were based on factual analysis rather than guesswork. I also worked with the team to make our organization's modules and software automated and user-friendly, which ultimately increased the efficiency of the support team.Additionally, I analyzed customer data to identify patterns and trends to improve the overall customer experience. I generated useful business reports using statistical methods that guided our decision-making process. I worked closely with the product management team to create a prioritized list of needs for each business segment.As part of my role, I monitored the functioning of our processes, identified areas for improvement, and implemented adequate measures to maximize customer satisfaction. I delegated responsibilities and supervised business operations, ensuring that team members followed company policies and procedures. I also maintained a clean and tidy business environment, ensuring that signage and displays were attractive.Finally, I generated reports and presented information to upper-level managers or other parties with respect to growth and quality. I was responsible for establishing and achieving business and profit objectives. I processed cases in a timely manner to achieve agreed productivity and quality targets, and demonstrated the ability to balance priorities and manage multiple tasks effectively.

Noida Area, India

I was responsible for leading a team of over 20 skilled executives across various departments, ensuring that all aspects of JD Omni were taken care of, including sales, retention, after-sales services, troubleshooting, and customer support. I created strategic plans to innovate on sales strategy, product usage, and lead generation channels, working closely with internal stakeholders to identify transformational opportunities that would drive sales efficiencies and executing them till the last mile.I was also involved in directly training the sales, customer support, and training team to better understand the JD Omni product over time. I collaborated with the product, customer support, and development teams to improve the user experience of JD Omni customers, acting as a liaison between these teams and our customers.As part of my responsibilities, I ensured the management of all IT service support for JD Omni, including incident reporting, operations management, process management, client servicing, team management, and business consultancy service deployment and support. I also improvised, designed, and developed management/analysis tools for greater efficiency and profitability of the business, accountable for circulating the latest updates across all departments with fine-tuning and thorough training of the target staff.I identified improvement areas and implemented measures to maximize customer satisfaction levels, developing and executing strategies aiming at exceeding financial targets assigned to a specific region. Additionally, I autonomously ran the service operation portfolio and managed the overall P&L for the north zone of India.