Minhaj Akbar

Corporate Manger in Abdul Latif Jameel Electronics.

Operations Manager In Trust Middle East Security Solutions

As a Revgen spoc (From 01 May 2011 to 31 May 2011)
Have been driving the critical parameter of Revenue Generation (Up selling Clients Products) for the entire PL
• Working closely on Rev-Gen analysis to find out where the agents are faltering and providing them with constructive feedback
• Supervising Desktop's (6J) associates and being responsible for their performance and Revenue on the floor
As an ASG (From 31 May to 06 Jan 2012)
Supervising a team of 25z associates and responsible for their performance and productivity.
• Preparing Action Plans for the agents showing a below-average or dip in the performance.
• Providing Feedback to the associates on the respective monitoring (Case Management, Callback Commitment, Case Logging, Communication) done for each one of them
• Prepare weekly reports by collecting and analyzing the data trends, preparing team dashboards and other reports in line with the corporate objective
• Analyze the productivity and quality of the representative and provide feedback for the improvement.
• Train new agents on the process and equip them to perform effectively on the job as per the requirement. Also train the agents on new features and changes in the program supported
• Cultivated environment of trust, teamwork, self-confidence and ownership
• Developed training programs by analyzing problems, developing new approaches and conducting training on a team level basis
• Ensured that all resources are utilized to fullest potential in order to provide exceptional customer service. Ensuring the highest level of customer satisfaction is consistently attained.

Company WIPRO BPO SERVICES LTD.
Process HP (Hewlett Packard), Desktop (Voice)
Designation Team Leader / Sr.Technician / Rev-Gen / SME
Experience 3 Year 2 Months (Nov 2009 - Till Date)
Location Hyderabad.
ROLES AND RESPONSIBILITIES

As a Team Leader (From 07 Jan to Till date)
• Managing and hadling a Team of 20+ members with the best of affords and agents satisfaction
• Making sure that there is minimum of Shrinkage (absentism)
• Minimum Possible Attrition.
• Creating and Discussing the score card for the complete Team
• Hiring at the time of Season
• Ops Intevention at the time of training
• Encourage and Motivates the team to get the best of their performance.
• One-On-One sessions with every team member in the Team.


- Have been in the top performers list of the floor and being the best in STACK rankings.
- Have got a photo in HP internal web site
- Have got a photo in WIPRO monthly magazine (Lets Talk)
- Was the REVGEN CHAMP for the complete quarter
- -Have consistently met targets Month on Month Resulting in extreme delight from both the management and the clients.
- Have won and collected several kinds of competition run in the process
- Achieved a outstanding (Growth) outstanding (Performance) rating for the current year.

As an FLA (From 06 Nov 2009 till 01 May 2011)
• Resolving customers issues with Desktop Computers
• Experienced in Desktop Installation and maintenance, patch management, Configuring settings, device configuration.
• Ensuring to exceed the customer expectations on every call to achieve CSAT's
• Has been trouble shooting complicated Issues with the Desktop computers