I am a results-driven Operations and Team Management Professional with over 3 years of experience in leading high-performing teams (500+ members) in BPO, back-office, and client success environments. I specialize in streamlining operations, improving performance metrics, managing international client communication, and developing SOPs, SLAs, and KPIs for optimized service delivery.
PROFESSIONAL EXPERIENCE :
- Evaluate the needs and expectations of onboarding clients and set up the work
- process for excellent customer service
- Manage timely data collection to update operations metrics to achieve production goals
- Targets reduce cost per unit, eliminate errors, and deliver excellent customer service
- Analyze gross profit margin and take action to maintain the targeted GPM
- Led, motivated, and supported a large team within a time-sensitive and
- demanding environment, including the setup and implementation of operational
- development plans for all direct reports and problem-resolution
- Develop, implement, and maintain quality assurance protocols
- Develop related protocols and SOPs for relevant stakeholders
- Develop a KPI infrastructure to facilitate the analysis and reporting of performance for stakeholders.
- Oversee client needs SLA, etc, and implement the customer service delivery plan accordingly
- Grow and sustain the efficiency of the existing organizational processes
- Review performance and business strategy with top management
- Train new onboard employees and develop weekly, monthly, and quarterly reports and business reviews for stakeholders.
- Mentor and counsel the team to increase the team's motivation and working performance.
EXPERTISE :
- Led high-performing teams and ensured satisfaction.
- Developed and executed long-term plans.
- Analyzed financial data and managed budgets.
- Daily communication, fulfilled service demand.
- Aligned departments and integrated strategies.
- Identified opportunities and drove innovation.
- Mentored employees and fostered values.
- Ensured accuracy and quality met goals
SKILLS :
- Operational Skill and people management
- Operations management
- Strategic planning
- Financial analysis
- Risk management
- Process improvement
- Cross-functional collaboration
- Customer satisfaction
- Project management
- Leadership and mentoring
- Quality assurance
- Communication with international clients
- Contract negotiation
- Market research and analysis
- Budgeting and forecasting
- Compliance with policies and regulations
Nazmul Hossain CV