Sameer Ahmed Email & Phone Number

• Nespresso Process:
• Conducted Call Audits: Regularly audited calls to evaluate performance, ensuring adherence to quality standards and identifying areas for improvement.
• Performance Evaluation: Analyzed and assessed agent performance, focusing on identifying trends and patterns to enhance overall service quality.
• Data Analysis and Reporting: Compiled and analyzed weekly and monthly performance data to identify common trends, creating comprehensive reports to inform strategic decisions and drive process improvements.
• Agent Performance Monitoring: Identified and monitored the performance of agents classified as bottom performers, developing targeted action plans to improve their performance and contribute to team success.

Bangalore Urban, Karnataka, India

• EA Games Process:
• Team Leadership: Tasked with overseeing the EA Games client, I led a team of 35 members, with 15 agents reporting directly to me.
• Scheduling Management: Created and managed work schedules, monitored schedule adherence for assigned shift slots to ensure efficient and effective use of resources and manpower.
• Reporting: Gathered, analyzed, and presented data and information to stakeholders. Generated program performance reports, performance metrics, and key performance indicators (KPIs) to provide insights into the team's.
• Team Management: Oversaw and guided team members to achieve their goals and deliver exceptional results. Set objectives, provided feedback, conducted performance evaluations, and fostered a positive and collaborative.
• Performance Improvement: Identified areas of improvement within the team's processes and operations. Conducted root cause analyses, implemented strategies to enhance efficiency, and continuously evaluated and adjusted.

Bengaluru, Karnataka, India

• 1: Reporting:
• Created monthly and weekly planners to ensure set targets for calls, emails, and chat interactions are met, focusing on effective workforce management to optimize productivity and meet customer communication needs.
• Categorized agents into Bottom Quartile (BQ) and Non-BQ levels, planning the number of audits to be conducted each month to prioritize evaluations and ensure a balanced and targeted quality assessment approach.
• Developed monthly Training Needs Analysis (TNA) for the training team and conducted training sessions for BQ agents, focusing on areas of opportunity to improve performance and deliver exceptional service. This.
• Developed templates to enhance agent productivity and streamline efforts, ensuring high performance and maintaining strong relationships with operations for excellent customer service and optimal product support.
• Demonstrated leadership as a team leader by managing 15 to 20 agents, conducting Daily Huddles to update advisors on process changes, products, audits, and services, and delivering effective feedback to drive.

Bengaluru, Karnataka, India

• Responsibilities:
• Conducted audits, provided feedback, and coached agents to enhance the overall customer experience in the online shopping sector.
• Contributed to continuous process improvement initiatives by offering valuable insights to the product team, optimizing customer satisfaction and driving process efficiency.
• Prepared and published monthly reports to showcase process performance and individual achievements, supporting the growth and success of the E-Commerce Fashion Industry.

Bengaluru, Karnataka, India

• Responsibilities and Achievements:
• Handled Credit Card queries for the International US Banking process (Capital One) before transitioning to the International US E-Commerce process (Sears), focusing on managing online shopping inquiries.
• Recognized as the best performer in the E-Commerce process, significantly contributing to the achievement of sales targets.
• Conducted audits, provided feedback, and coached team members to enhance their performance, while generating weekly and monthly quality reports.
• Played a key role in identifying Training Needs (TNI) by sharing valuable insights and action plans, demonstrating a commitment to process improvements and maintaining high-quality service

Bengaluru, Karnataka, India

Bachelor Of Commerce - Bcom, Business/Commerce, General

Puc, Heca

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