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Nadeem Ahmed, Consultant – Call Centre – Alpha Data, Abu Dhabi

Nadeem Ahmed

Consultant – Call Centre – Alpha Data, Abu Dhabi·Alpha Data

India

Bachelor's degree, Business Administration

Work experience

Total years of experience: 27 years, 0 months

Consultant – Call Centre – Alpha Data, Abu Dhabi

June 2022 - Present

Alpha Data

Abu Dhabi, United Arab Emirates

June 2022 - Present

• Setting up a call centre from scratch.
• Provide management with various options from Telephony / Technology Perspective
• Deploy the Solution agreed
• Create JD for hiring / Assist in Hiring
• Create Training Material & SOPs for handling Service Help desk
• Run UAT
• Bring operational excellence / Manage P&L for call centre.
Company industry:
IT Services
Job role:
Customer Service and Call Center

Owner – Danish Foods – Franchisee of Suguna Daily Fressh

September 2018 - August 2022

Danish Foods

Bengaluru, India

September 2018 - August 2022

• Owner & Operator for a leading chicken franchisee in India - Suguna Daily Fressh
• In 3 Years, Sales have grown by 10x
• Suguna has recognised our store as a model store
• Introduced several initiatives to help customer centricity
o Feedback forms - Digital using google forms
o SMS Campaigns
o Customer calling for feedback
o Offers to boost sales and bottom line
o Offers based on Repeat Purchase Analysis
• Introduced Point-of-Sale which helps in data Analytics and customer management
Recognised by Executive Director of Suguna for Best performing store
Company industry:
Retail & Wholesale
Job role:
Administration

AVP – Ops & Site Head – Radical Minds Technologies Pvt Ltd.

August 2021 - May 2022

Radical Minds Technologies Pvt Ltd

Bengaluru, India

August 2021 - May 2022

• Handling site of 700+ agents with 4 Major LOB’s. (Bangalore).
• Involves Voice / Chat / email / Ticketing
• Major Clients: OLA Cabs / OLA Foods / Swiggy / Zomato / SuprDaily / Vedantu
• Manage All functions (Ops / HR / IT / Facilities)
• Vendor Management (Facilities / IT / Consultancies)
• Responsible for Account & Site P&L / Client management & Organic growth
• Lead New business transition.
• Involved in strategic planning and growth of the organisation.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Head - Customer Service

July 2018 - May 2019

Americana Group

Qatar

July 2018 - May 2019

• Span of Control: Direct: 60 in Qatar / Indirect: 2000+ across geographies
• Achieved all KPI’s (abandon / service level / AHT) in less than 60 days.
• Reduced Abandon Call % from 7% to 3% by constantly working on the below factors:
o AHT reduction - Script Modified / 1-on-1 feedbacks / Tenure wise AHT Targets
o Introduced Part Time to manage peak hours call flow
o Introduced and adhered to robust roster based on call volume analysis
• Improved month on month sales by 21%.
o Reduced abandon which improved sales
o Innovative suggestive selling scripts to improve average cheque
o Reduced Cancellation from 6% to 3.5% by proactively informing customers of the delay.
• Implemented upgrade projects for CRM (SDM) & Avaya
• Worked with cross functional teams to implement 1-Click solution to track riders
• Worked closely with Zomato and Talabat to streamline order processing.
Company industry:
FMCG
Job role:
Customer Service and Call Center

Vice President

August 2016 - April 2018

inTarvo Technologies

August 2016 - April 2018

Core Competencies

Operations Management:
•Setting up & handling call center operation, devising & executing procedures for day to day operations & reporting.
•Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize efficiency and reduce cost.
•Setting up and executing review mechanism


Process Management:
•Monitoring process & procedures; Report Generation, Data Analysis to enhance the quality of execution.
•Tight control on process and SOP’s and its adherence.
•Enable discussion and decision making whilst reviewing existing SOP’s for changes based on real time demands.


People Management:
•Help in defining people management policies to create an inclusive culture at work place.
•Working with Management and Employees to ensure cohesive work environment.
•Schedule and administer round table discussions & anonymous employee satisfaction surveys to identify gaps and address them.


Customer Relationship Management:
•Reviewing and addressing operational issues, improving procedures & process to ensure customer satisfaction
•Mapping clients’ requirements and coordinating, developing & implementing processes in line with requirements
•Customer Life Cycle Management


Conflict Management:
•Ensure effective conflict management between team members (internal / external).
•Facilitate discussions and decision based on conflict management theories.


P&L Management:
•Define strategies to ensure healthy P&L.
•Part of P&L Review mechanism.
•Initiate projects to control P&L without effecting the process or client requirement
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Manager - Operations Technology

September 2009 - March 2016

Yum Restaurants (India) Pvt. Ltd

New Delhi, India

September 2009 - March 2016

• Design, Prepare and execute RFP (Request for Proposal) for call centre setup across various locations.
• Span of Control: Direct 600 / 2 locations Jaipur & Bangalore
• Defined and executed road map for Online ordering journey by enabling technology
• Insights through customer complaints management (Complaints Per 1000 Trnx)
• Interface with IT/Marketing to bring highest level of customer satisfaction & influence NPS.
• Setup the call center from scratch involving, Hiring / Training / Floor Plan / Roster Management / CRM (LS Retail, BrainPower & Micros) Setup / Telecom Setup / Dialer - Genesis / Avaya / Drishti / Asstecs
• Worked with Food Panda / Zomato to enable aggregator ordering. Involved setting up SOP’s for Order processing and query handling.
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Asst Manager Operations – Serco BPO

December 2006 - September 2009

Serco BPO

Bengaluru, India

December 2006 - September 2009

• Span of Control: Direct 60 Agents / Indirect 124 agents
• Formulating & implementing procedures for daily operations and internal reporting.
• Reviewing/Resolving operational issues & implementing new process / procedure
• Preparing reports, strategic projects and implementing cost reduction initiatives without compromising on quality
• Developing requirement-based training modules for multi - skilled work force and cross utilization within sub processes for maximum efficiency
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Consultant Support Specialist

September 2003 - December 2006

America Online

Bengaluru, India

September 2003 - December 2006

• Span of Control: Direct 20 agents
• Joined as a Technical Support Specialist and was elevated to Team Leader post in 1 year
• As a team leader, Quality Monitoring / Constructive Feedback / Schedule Adherence were the core responsibilities.
Company industry:
Internet & E-commerce
Job role:
Information Technology

Production Manager

May 1999 - September 2001

Mandala Data Solutions

India

May 1999 - September 2001

Highlight
•Was managing a team of Visual Basic developers, data entry operators and image processors to deliver a computer based tutorials, which was used for educational purposes for international clients
Job role:
Management

Technical Support

June 1998 - April 1999

Kshema Technologies

India

June 1998 - April 1999

Highlight:
•Holds the credit of efficiently managing a team of 15 members for data processing and web enabling
Job role:
Information Technology

Foxpro Programmer

January 1997 - December 1998

Control InfoTech Ltd

India

January 1997 - December 1998

Highlights:
•Dexterously involved in developing of software - Design and Costing Sheet using Visual FoxPro
Job role:
Information Technology

Education

Mysore University

December 2025

December 2025

Bachelor's degree, Business Administration

India

Aptech

August 1994

August 1994

Diploma, Systems Management

India

GPA (percentage): 85%

GPA (percentage): 85%

Skills

BUSINESS CASE
Expert
BUSINESS CASE
Expert
CALL CENTER
Expert
CALL CENTER
Expert
CONTENT MANAGEMENT
Expert
CONTENT MANAGEMENT
Expert
COST CONTROL
Expert
COST CONTROL
Expert
CRM
Expert
CRM
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER SATISFACTION
Expert
CUSTOMER SATISFACTION
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
MANAGEMENT
Expert
MANAGEMENT
Expert
Microsoft Office
Expert
Microsoft Office
Expert

Social profiles

Facebook
Facebook
facebook.com/nadeeemahmed

Languages

English
Expert
Hindi
Expert
Urdu
Expert

Hobbies

  • Travelling
  • Making Friends
  • Browsing