Mohammed Ismail Murtuza

Ensure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met.
Provide leadership and management to managers; provide training and development of managers

Direct Reports: Three Manager II's, Two Manager I's
Supervisor: Senior Site Director

Sitel Group® is one of the largest global providers of customer experience (CX) products and solutions. It empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value.

Manage one Manager II, one Manager I, 12 Coaches, and 170+ Customer Service Professionals. Report to Site Director.

Core Responsibilities:
* Manage eight Supervisors, 15 Lead Customer Service Agents & 135+ Front Line Agents.
* Manage the Contact Centre of 150+ members operating 7 days a week offering reservations, ticketing and general inquiry services to the market. Reservation Markets handled: India, SW Pacific, SE Asia, Africa, Nordics & North America
* Manage the complete back-end work of the airlines’ Frequent Flyer program.
* Manage the Refunds queue.
* Manage service quality and service levels through teams by adhering to predefined set standards.
* Develop, manage, coordinate and implement policies & procedures through close monitoring of operations and sales results.
* Work on KPIs as per guidelines and provide exceptional leadership to establish the unit as a quality service provider.
* Ensure implementation of the quality system and work closely with support teams to align operational objectives and goals.

Additional Responsibilities & Achievements:
* Achieved sales targets of the Contact Centre for the first & second year of employment.
* Improved Revenue for the site from $0.25 Million/month to $2.15 Million/month
* Implemented multiple process improvements. Improved productivity for Voice & Non-Voice teams.
* Conduct Interviews to hire first, second, third and fourth level employees.

Core Responsibilities:
* Manage four Team Leads and 24 Technical Processors. Report to Senior Operations Manager.
* Lead Order Management Operations for a leading US-based voice and data network communications provider.
* The team captures & validates customer/product information for new, change & move orders, and communicate to customers.
* Review productivity and performance data, make recommendations and take actions.
* Interact with the client daily to determine the level of satisfaction & ascertain areas of potential dissatisfaction.
* Co-facilitate employee satisfaction and motivation through incentives and floor-wide activities.
* Plan, forecast & schedule to meet SLA.
* Engage in Customer Escalations and ensure they are resolved within the stipulated time frame.
* Ensure achievement of all system, team and individual Customer Service goals and standards
* Manage Key Performance Indicators.
* Help the team Identify deficiencies (tools, metrics and reports) and recommend solutions.
* Bring process improvements and automation to reduce cycle time.

Additional Responsibilities & Achievements:
* Won an additional US $42, 000 per year business for the company.
* Improved productivity within two weeks of joining from 2 orders/hour to 3. Further improved productivity to 4 in six months.
* Conduct Operations rounds of Interviews to hire first, second and third level employees.
* Handle Request-For-Proposal for a new Project.
* Assist in Project Transition.

Core Responsibilities:
* Managed 25+ Associates / Sr. Associates (FLA). Reported to Operations Manager.
* Lead Tech Support for the World’s Leading PC manufacturer. Primary mission of an FLA is to resolve customer problems on first contact by recognizing the symptoms & isolating the cause.
* Monitor calls and handle escalated supervisory calls. Conduct Quality Checks.
* Conduct Annual Appraisals for the team & prepare Performance Improvement Plans.
* Mentor & motivate team members. Identify & report training needs for team members.
* Team level Leave & Attrition Management.

Additional Responsibilities & Achievements:
* Pragati (Kaizen) Buddy - Suggest and implement scalable improvement ideas for the process.
* SPOC for Strategic Leadership Development (SLD) Workshops.
* Manage & adhere to SLA. Quad Management during peak hours.
* Publish reports to the process & management with raw data received from the client.
* Client handling on-site; represent process on 3 calls / week (presentation with analysis).
* Part of two Lean Projects (Reduce cab delays; Reduce rejects from Client Hardware team).
* Mentor all junior employees on floor. Groomed multiple direct reports up to supervisor level.
* Achieved highest KPI scores thrice (Dec ’11, Jan ’12 & Apr ’12).

Core Responsibilities:
* Team Leader: Managed 15+ Associates / Sr. Associates. Reported to Senior Group Leader.
* Lead the Hardware Service Dispatch Queue for the World’s Leading PC manufacturer. Core responsibility of the FLA was to ensure strict adherences to hardware policy & eliminate unnecessary creation of service events. Identify the root cause of failure on every service event before creation.
* Monitor calls and handle escalated supervisory calls. Conduct Quality Checks.
* Conduct Annual Appraisals for team members & prepare Performance Improvement Plans.
* Mentor & motivate team members. Identify & report training needs for team members.
* Team level Leave & Attrition Management.

Additional Responsibilities:
* Staffing & Scheduling for Associates & L2s for 24/7 coverage and ensure SLAs are met.
* Client handling on-site; represent process on 2 calls / week (presentation with analysis).
* Part of two Lean Projects (Improve Service Levels; Reduce free shipment of Recovery Disks).

Core Responsibilities:
* Perform the role of a reservations lead for the World’s Largest Airline.
* Assist, instruct, coach and train the reservations team.
* Work with team members to resolve customer problems.
* Supervise error detection and correction.

Additional Responsibilities:
* Conduct daily briefings to share updates for all employees on the floor.
* Conduct weekly knowledge-check test for all employees on the floor.
* Risk Management & Compliance SPOC for the floor.

* Communicate with customers to promote, develop and finalize the sale of the airline’s worldwide flight schedules, domestic and international products and services.
* Assignments included specialized reservation functions and responding to sales and service opportunities from the general public, travel agencies and elite customers.

* Maintain & safeguard the company network. Setup a wireless network, dial-up VPN and two-way satellite connection for Internet.
* Setup the hardware and software for the custom-made kiosks and touch-screens. Create and maintain the company website (www.cds-me.com).

Assist the General, Administration and Project Managers in the general administration work of the company. Preparing and sending quotations to customers.

Assembling computers, installing Operating System and all relevant software. Troubleshooting hardware and software problems. Preparing and sending quotations to customers. Buying required products for customers. Fulfillment of customer requirements. Maintenance of customers’ PCs.

Saudi Gazette Representative in a limited community within the city. Check all places where the Saudi Gazette is sold, or could be sold. Detect and solve problems if there are any. Arrange for subscription. Contact the editorial department when news breaks in the community.

Assist Customer Engineers at Saudi Business Machines Ltd. (Saudi Business Machines Ltd are the General Marketing and Services Representative of IBM World Trade Corporation in the Kingdom of Saudi Arabia). Troubleshoot and replace parts in various kinds of IBM Mainframes, Servers, PCs, and Printers. Install the Operating System and all other required software. Also scrap old or unneeded IBM machines.