U. MOHAMMED YUSUF

Mobile: +971 52 333 1869

E-Mail: [email protected]
Seeking to work in a challenging environment to enhance skills for the mutual benefits of self and organisation.

PROFILE SUMMARY

·         A competent professional with over 10 years of experience in Customer Relationship Management, Process Improvement, Team Leadership, Quality Assurance and Project Management

·         Proficiency in streamlining business processes and defining continuous improvement in processes

·         Possess sound analytical and problem solving skills with the ability to communicate effectively and build long lasting and mutual benefits relationships. With sound knowledge of process and system proven ability to work independently as well as part of time.

·         Excellent communicator with the ability to handle multiple functions and activities in high pressure environment with tight deadlines.

·         Team player with excellent communication, people management and client servicing skills.

CORE COMPETENCIES

Operations Management

·         Coordinating in developing processes in line with guidelines & identifying improvement areas

·         Monitoring overall functioning & implementing measures to maximise customer satisfaction level

SLA Management

·         Setting out quality standards as per the SLAs ensuring a high-quality customer experience

·         Creating awareness for driving the projects and process improvement strategy & methodology

Team Management

·         Recruiting, leading, training and monitoring performance of the team members

·         Creating and fostering a healthy environment which facilitates high performance of team members

Process Management

·         Analysing periodical MIS to determine the level & quality of customer service delivered in the organisation & prepare MIS and maintain SLA and create action plan for continuous improvement

·         Developing feedback or complaints procedures for customers including using the same, policies and standards for department

·         Adhering to stipulated SLAs & TAT standards of the organisation & identifying performance issues & taking ownership for the development, implementation and communication of service improvement plans to all stakeholders

ORGANISATIONAL EXPERIENCE

Feb 10th 2011 – Oct 17th 2016 with i-Support
Operations Manager

·         Acts as a liaison between the surveillance team (on and off field) and the management to ensure smooth flow of operations.

·         Collate the user requirements; transform the requirements to fulfilled orders within the stipulated time.

·         Established healthy business relations with clients for receiving repeat business and long term customer loyalty.

·         Meticulously managed and monitored complete operations and worked towards solving customer queries complaints efficiently.

Oct’08 till date with Rural Organization for Action and Development, Chennai as General Body Member

Highlights:

·         General body member of the executive committee supporting the decision making forum

·         Managed the financial and the transactional activities

·         Key areas of impact worked in the past which included running various campaigns for bringing awareness about several social causes such as :

o    Micro Credit campaign in close association with Grameen Bank, Bangladesh

o    Human Rights Violation

o    Protection of Women’s Rights specific to Adolescent Girls

o    HIV Awareness Campaigns

o    Fair Trade Campaign in association with Oxfam, U.K

o    Dalit’s Banking system in Cuddalore District, Tamil Nadu (India)

Dec’03-Sep‘08 with Dell International Services, Bangalore

Growth Path: Customer Service Executive – Sept ’03 – June ‘05

Senior Customer Service Executive – Jun ’05 – Sept ‘08

Advance Resolution Expert – Jun ’05 – Oct ‘08

Highlights:

As Advance Resolution Expert

·         Handled corporate escalations including fraudulent activities, transactional discrepancies and customer dissatisfaction

·         Functioned as a part of the back-end process for Corporate Escalation Team that supported all segments across DELL

·         Recognised with

o    Certificate of Excellence Award in recognition of Exceptional Performance and Commitment towards higher standards of customer experience

o    Special Contribution Award for the valuable contribution for the SOP or the Standard Operating Procedure

As Advance Support Group

·         Addressed the process related questions from front line agents over phone

·         Functioned as Dispatch Auditor for auditing the Dispatch Team for approvals

·         Coordinated with the process between the customer and the vendor

Feb’03-Dec’03 with Info Vision Solutions, Bangalore as Accounts Manager

Highlights:

·         Functioned as a part of American Express Corporate Cards Sales Team for addressing the billing queries

·         Successfully promoted up selling additional cards based on company requirements

PREVIOUS EXPERIENCE

Feb’02-Jan’03 with Niyathi, Chennai as Team Leader

May’00- Jan’02 with Paradigm Solutions, Chennai as Sales Executive

PROJECTS UNDERTAKEN

·         EBT – Extended Business Trip to Chandigarh for the Transition of the Dispatch Process from Panama to Chandigarh (DELL)

o    Conducted process related training for the team

o    Provided floor support during the initial assignment

o    Monitored the Dispatch Team through weekly calibrations based on audit reports

·         EBT – Extended Business Trip to Manila to Launch Handle in Place Process – 1 Month

o    Handled the process convergence of SMB – small and medium business and Dell home sales

o    Trained and assessed the outsourced partner to handle the new process

o    Developed training materials and led the setting up of Benchmarking Process for the agents

·         Service Installation

o    Successfully developed a process floor chart helping identify the vendor/customer touch points

·         SOP – Standard Operating Procedure for the Hub and Spoke Process (3 Months)

o    Formulated content for SOP

o    Coordinated with different line of business and sites

o    Updated the SOP as and when new processes were launched or upgraded

EDUCATION

·         B.Sc. (Visual Communication) from SRM College of Arts and Sciences, Chennai in 2000

IT SKILLS

·         Well versed with MS Office (Word, Excel and PowerPoint), Outlook and SQL (Training in Progress)

PERSONAL DETAILS

Date of Birth                         :               29-11-1979

Address                 :               Haseena’s Nest 9/4 Sowrashtra Nagar 4th Street Choolaimedu, Chennai – 600094

Languages Known               :               English, Tamil, Urdu and Hindi