Mirza Hameed Baig
Team Manager - Training
Hyderabad
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 10.5 years of extensive leadership experience in customer service. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
10
10
years of professional experience
9
9
years of post-secondary education
4
4
Certifications
Work History
Team Manager - Training
Wipro
Hyderabad
05.2023 - Current
- Supervising 4 trainers and 2 training assistant managers for 7 different workflows (2 LOBs)
- Successfully completed new project end to end transition independently (Independent quality evaluator)
- Led employee relations through effective communication, coaching, training, and development.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Conducting monthly and quarterly feedback sessions for all trainers to identify their learning needs which will help them to grow in their career ladder.
- Developed performance measurement strategies, identifying areas for improvement.
- Facilitated meetings to communicate team performance goals and results.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Delivered regular team meetings for aligned work towards common goals.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Coordinated team collaboration to share ideas and build best practices.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
Assistant Manager - Training
Wipro
Hyderabad
05.2020 - 04.2023
- Managing all new hires on-boarding activities, end to end onboarding process.
- Tracking and publishing mandatory E-learning modules status reports to higher management and if there are any challenges then escalating to concerned departments
- Collaborated with management team to set client targets and strategies, achieving consistent growth in terms of performance
- Scheduled staff shifts to ensure proper coverage during new policy/ workflows launch to provide maximum support
- Maintained complete training repository all trackers and data
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Up-skilling program for newly promoted trainers to help them to understand their roles and responsibilities.
- Extended support for all new hires during 0-30 days ramp phase.
- Maintaining all training data, New-hires tracker, 0-30 days performance report. training summary weekly dash board, WBR and MBR data.
Senior Process Trainer
Cognizant Technologies Solutions
Hyderabad
02.2016 - 04.2020
- Conducted regular audits of internal processes to ensure compliance with established standards and policies.
- Analyzed data from employee evaluations to identify trends in performance improvement following participation in targeted training programs.
- Developed standardized onboarding program for new hires, accelerating their integration into team and reducing time to productivity.
- Facilitated workshops for employees at various levels, promoting culture of continuous learning within organization.
- Streamlined training processes for increased efficiency, resulting in higher employee retention and satisfaction.
- Collaborated with cross-functional teams to identify areas of improvement in existing processes and develop tailored training solutions.
Process Specialist
Genpact
Hyderabad
03.2014 - 02.2016
- Primary role was to review bulk ads in different formats (text, images, videos and mobile ads) as per guidelines provided by Google
- Categorization of content family safe vs non-family safe based on violations/product/services Hands on experience in different ad level markets (Urdu, Arabic, Hindi, English and some of APAC languages)
- Answering Consults/Policy-related doubts on floor (Live support), Drive Process initiatives, Identify improvement opportunities areas.
- Collaborated closely with cross-functional teams, ensuring seamless integration of processes across departments.
- Collaborated closely with cross-functional teams, ensuring seamless integration of processes across departments
- Conducted regular process reviews, identifying inefficiencies and implementing improvements that led to increased productivity and cost savings
- Optimized process efficiency by identifying bottlenecks and implementing improvements in workflows
- Served as subject matter expert for process-related inquiries, providing guidance to colleagues when needed
Education
Master of Science - Software Engineering
Jawahar Lal Nehru Technological University
Kukatpalli 10.2012 - 10.2014
Bachelor of Science - Computer Science
Jawahar Lal Nehru Technological University
Kukatpalli, India 09.2008 - 06.2012
High School Diploma -
Board On Intermediate Education
Nampally 06.2006 - 05.2008
High School Diploma -
S.S.C
Hyderabad, India 06.2005 - 05.2006
Skills
Accomplishments
- Achieved Client Target by completing quality project (collaborated with BA team) with accuracy improvement (overall 6.5% accuracy improvement after 4 weeks on training interventions)
- Successfully optimized the new hires training timelines and basis on the workflows 2-5 days saved in overall training - Client Appreciation
- Tooling improvement idea for Arabic typing entablement which gave a saving of 4 FTEs through efficiency improvement - Client Appreciation
- Achieved out standing results through effectively helping the BQ batches.(Latested BQ batch scores are 88.5% against 85% target. 7.3% impact on overall performance.
Certification
Instructional Design
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Telugu
Elementary (A2)
Arabic
Intermediate (B1)
Timeline
Instructional Design
03-2024
Team Manager - Training
Wipro
05.2023 - Current
MDA - Managerial Developmental Academy
03-2023
Train the Trainer - Facilitation Skills
09-2021
Assistant Manager - Training
Wipro
05.2020 - 04.2023
FACET - Facilitation and Coaching Skills for Everyday Trainer
04-2018
Senior Process Trainer
Cognizant Technologies Solutions
02.2016 - 04.2020
Process Specialist
Genpact
03.2014 - 02.2016
Master of Science - Software Engineering
Jawahar Lal Nehru Technological University
10.2012 - 10.2014
Bachelor of Science - Computer Science
Jawahar Lal Nehru Technological University
09.2008 - 06.2012
High School Diploma -
Board On Intermediate Education
06.2006 - 05.2008
High School Diploma -
S.S.C
06.2005 - 05.2006
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