Mohammad Yaqub Sayed Email & Phone Number

Mumbai, Maharashtra, India

- Currently leading training delivery, operations, and customer experience teams - 3 directreports and over 60 indirect reports.- Lead, mentor, and manage team, fostering a collaborative and results-drivenenvironment.- Plan and execute operational strategies aligned with company goals, focusing onefficiency and service quality.- Develop and implement service delivery standards, including dashboards and monitoringSOPs, to ensure consistent quality.- Coordinate… Show more - Currently leading training delivery, operations, and customer experience teams - 3 directreports and over 60 indirect reports.- Lead, mentor, and manage team, fostering a collaborative and results-drivenenvironment.- Plan and execute operational strategies aligned with company goals, focusing onefficiency and service quality.- Develop and implement service delivery standards, including dashboards and monitoringSOPs, to ensure consistent quality.- Coordinate daily service delivery by academic professionals, tracking progress againstobjectives and addressing issues proactively.- Collaborate with account managers to ensure client deliverables are completed on timeand to a high standard.- Use data analytics to identify areas for process improvement, streamline operations, anddrive strategic decisions.- Oversee final delivery outputs, ensuring they meet partner expectations and contribute tooverall service development.- Continually develop strategies for enhancing service delivery and resolving partnerqueries efficiently, ensuring continuous improvement and client satisfaction. Show less

Mumbai, Maharashtra, India

- Planned and forecasted the annual training schedule as per the resource availability andbusiness requirements.- Ensured profitability as per the forecast for B2B and D2C with 100% resource utilization.- Monitored and published the service delivery dashboard on a weekly, fortnightly, andmonthly basis to deliver projects on time.- Conducted regular performance reviews, identifying areas for improvement anddeveloping action plans to address them.- Managed end-to-end… Show more - Planned and forecasted the annual training schedule as per the resource availability andbusiness requirements.- Ensured profitability as per the forecast for B2B and D2C with 100% resource utilization.- Monitored and published the service delivery dashboard on a weekly, fortnightly, andmonthly basis to deliver projects on time.- Conducted regular performance reviews, identifying areas for improvement anddeveloping action plans to address them.- Managed end-to-end operations of all the third-party portals including IBM, AWS, andSkill India Digital right from learner registration to completion of services.- Allocated Zoom / Webex licenses to trainers for conducting training sessions at regularintervals.- Identified a pool of training partners as a contingency plan to conduct training sessions. Show less

Mumbai, Maharashtra, India

- Documented and published project brief forms to internal stakeholders.- Documented best practices, standard operating procedures (SOPs), and qualitystandards to ensure clarity and alignment across the company.- Allocated all the services to learners right from enrollment to service completion.- Conducted regular audits and internal checks right from sales to service delivery.- Prepared and analyzed reports on key performance metrics, processes, and customerfeedback to… Show more - Documented and published project brief forms to internal stakeholders.- Documented best practices, standard operating procedures (SOPs), and qualitystandards to ensure clarity and alignment across the company.- Allocated all the services to learners right from enrollment to service completion.- Conducted regular audits and internal checks right from sales to service delivery.- Prepared and analyzed reports on key performance metrics, processes, and customerfeedback to identify trends, and patterns to drive improvements.- Worked on tickets raised by customers and employees and resolved them within TAT.- Conducted MIS training and orientation sessions for new employees in our team.- Coordinated with internal departments such as customer service, technical support,sales, and finance to resolve issues.- Raised BRDs to the technical team to automate the system and ease manual work for internalteams.- Raised and tracked clearance of all the vendor invoices every month. Show less

Mumbai, Maharashtra, India

- SPOC for Sales, Customer Support, and Finance Partners ( Bajaj Finance, Early Salary,Anyday, Zest Money and EZ Cred).- Oversaw and optimized the entire sales support process from lead generation to post-sales support.- Tracked sales and incentive KPIs, generated and published regular reports formanagement to evaluate sales performance.- Managed key relationships with clients and vendors, ensuring long-term partnerships andcustomer loyalty.- Prepared and published… Show more - SPOC for Sales, Customer Support, and Finance Partners ( Bajaj Finance, Early Salary,Anyday, Zest Money and EZ Cred).- Oversaw and optimized the entire sales support process from lead generation to post-sales support.- Tracked sales and incentive KPIs, generated and published regular reports formanagement to evaluate sales performance.- Managed key relationships with clients and vendors, ensuring long-term partnerships andcustomer loyalty.- Prepared and published monthly, quarterly, and annual dashboard reports as per therequirement.- Managed the order management system from punching the orders to product delivery tocustomers.- Managed revenue models, process flows, operations support and customer engagementstrategies.- Assessed and adjusted sales compensation structures to retain top talent and incentivizehigh levels of performance. Show less

Vasai, Maharashtra, India

- Contributed to the growth of the business by identifying new opportunities and potentialclients through existing clients.- Enhanced client relationships by consistently providing exceptional service and promptlyaddressing concerns.- Prepared quotations and contracts for new clients i.e. Co-operative Housing societies.- Assisted Civil Engineer in documentation and supervising the day-to-day work oflaborers.- Maintained a database of daily activities on MS Excel and… Show more - Contributed to the growth of the business by identifying new opportunities and potentialclients through existing clients.- Enhanced client relationships by consistently providing exceptional service and promptlyaddressing concerns.- Prepared quotations and contracts for new clients i.e. Co-operative Housing societies.- Assisted Civil Engineer in documentation and supervising the day-to-day work oflaborers.- Maintained a database of daily activities on MS Excel and published reports at regularintervals.- Conducted surprise visits on the construction site for audit purposes. Show less