SHAMA THAHRIN
Team Manager Contact Centre
Hyderabad
Summary
Dynamic Operations Team Manager at UK Contact Centre with a proven track record in staff development and performance management. Achieved a 45% average NPS while enhancing customer experience through effective coaching and training. Skilled in digital barking and critical thinking, driving operational efficiency and fostering a high-performing team culture with extensive customer Service experience, improving customer service, and beating the company's profits and reputation. Advanced Operations Manager offering over 2 years of experience and proven success in customer service and leadership with overall
10 years of work experience. Highly Skilled in streamlining operations and improving throughout through continuous process improvement and cross-functional collaboration.
Accomplished in building high-performing teams and inspiring staff to achieve goals.
Highly equipped with knowledge of coaching and performance management framework to help staff achieve quality-driven performance.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Team Manager
UK Contact Centre
07.2023 - Current
- Promoted as Team Manager in July 2023. Managing a Team with 12-15 staff who are from customer service industry handling customer queries for Personal Banking, and being responsible for their Performance and Behaviors.
- Handling Escalations and Training team with updates with procedures on a daily basis. Conducting Team Meetings, Buzz sessions and Refreshers with the team to discussion various aspects of Performance and Behaviors.
- Conduction 1-1 sessions with team members to review performance weekly and monthly basis. Documenting coaching and performance review sessions and setting up plans to improve performance for the staff. Using Verint application for Call Listening activity with the staff.
- Collaborating with Operation Manager regards to Performance, Schedules, Coaching and Development of staff.
- Coaching staff and driving performance to achieve deliverables of staff .Monitoring Behaviors and Performance day to day Achieved 45% Average NPS (Customer satisfaction survey) as a Team Manager
- Achieved 590 secs AHT as an average as site aspiration as a Team Manager. Achieved 86% as an average Quality score for the year as a Team Manager. Achieved more than 93% Schedule Adherence as and average as a Team Manager.
- 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.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
Mentor
UK Contact Centre
11.2022 - 06.2023
- Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results than one-size-fits-all approaches.
- Trained on Mastery call coaching as a mentor.
- Reported to training Manager as a Mentor.
- Attend meeting with training Manager to review performance of new to bank staff.
- Conducting Handover meeting with Managers while reporting new to bank staff to operations
- Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
- Enhanced mentee performance by providing personalized guidance and support.
Contact Centre Representative
UK Contact Centre
11.2020 - 10.2022
- Trained on telephone banking online banking to credit cards Full time in bond call taking experience UK Banking process.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in customer satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or complex queries.
Student Advisor
Global University Systems
02.2020 - 10.2020
- Developed strong relationships with faculty members, fostering an environment of collaboration in support of student goals.
- Promoted a positive campus culture by serving as an accessible and approachable resource for students navigating their educational journey.
- Advised students individually and in groups on academic programs for individual interests.
- Enhanced student retention by providing personalized academic guidance and support.
Senior Technical Associate
Tech Mahindra
12.2019 - 01.2020
- Assisted customers over the phone to fix internet issues.
- Delivered high-quality technical presentations to stakeholders for enhanced understanding of complex concepts while promoting a collaborative working environment.
- Served as a subject matter expert within the organization by staying abreast of emerging trends in technology.
Customer Service Representative
Synchrony Financial, GE Capital
03.2016 - 03.2017
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor of Arts - B.Com
Bhasker Degree College
Hyderabad 04.2001 -
High School Diploma -
St Marys College
Hyderabad, India 04.2001 -
No Degree -
Holy Mary High School
Hyderabad 04.2001 -
Skills
Management Skills
Digital Banking
Critical Thinking
Leadership
Performance Management
Quality and Customer Experience
People Management
UK Banking Product Knowledge
Outlier Management
Training and Refreshers
Customer Escalations
MS Office
Timeline
Team Manager
UK Contact Centre
07.2023 - Current
Mentor
UK Contact Centre
11.2022 - 06.2023
Contact Centre Representative
UK Contact Centre
11.2020 - 10.2022
Student Advisor
Global University Systems
02.2020 - 10.2020
Senior Technical Associate
Tech Mahindra
12.2019 - 01.2020
Customer Service Representative
Synchrony Financial, GE Capital
03.2016 - 03.2017
Bachelor of Arts - B.Com
Bhasker Degree College
04.2001 -
High School Diploma -
St Marys College
04.2001 -
No Degree -
Holy Mary High School
04.2001 -
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