MANSURUL LASKAR
Dubai,Uae
Summary
Accomplished professional specializing in team leadership and conflict resolution, with a proven track record in process optimization and performance tracking. Expertise in enhancing operational efficiency through strategic planning and effective communication. Committed to fostering collaborative environments that drive organizational growth and success.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work history
Operation Manager
Sul Technical services
Dubai, Uae
2025.05 - 2026.04
- Assisted with maintenance operations and service delivery.
- Communicated with clients to gather requirements and offer cost estimates.
- Performed site inspections to assess working conditions and service quality.
- Supported a team of five technicians in daily tasks.
- Facilitated timely task completion while adhering to quality standards.
- Collected client feedback and suggested improvements.
- Helped coordinate communication between management and field staff.
- Managed scheduling follow-ups and resolved issues.
Team Leader
Flipkart Process
Bangalore, India
2017.05 - 2025.05
- Facilitated leadership and supervision of team comprising 10–15 customer support and operations executives.
- Assisted in managing critical and high-priority escalation cases to promote positive customer experience.
- Collaborated with escalation desk, social media team, logistics, and backend operations for quicker issue resolution.
- Supported monitoring and enhancement of KPIs including CSAT, FCR, AHT, SLA, and TAT.
- Conducted team training, coaching sessions, and provided quality feedback.
- Compiled daily MIS productivity and performance reports for management review.
Customer relation officer
HGS, Airtel Process
Bangalore, India
2016.06 - 2017.02
- Managed inbound and outbound customer communications for Airtel prepaid, postpaid, broadband, and DTH services.
- Assisted customers with queries regarding network issues, billing plans, recharge activations, and service requests.
- Handled complaints and escalation calls, ensuring timely resolution within SLA guidelines.
- Coordinated with technical and backend teams to address network and service-related issues.
- Provided information to customers about Airtel plans, offers, upgrades, and value-added services.
- Recorded customer details and interaction notes in CRM systems.
- Maintained high levels of customer satisfaction, first contact resolution, and call quality scores.
- Followed Airtel SOPs, TRAI guidelines, and data privacy policies.
Education
Master of Public Administration -
Madras Christian college
Chennai 2011.01 - 2013.01
Bachelor's degree - Geography Travel and Tourism
Madras Christian college
Chennai 2008.01 - 2011.01
Skills
- Team leadership
- Conflict resolution
- KPI tracking
- Process optimization
- Performance metrics evaluation
- Mentoring and coaching
LANGUAGES
English
Hindi
Urdu
Assamese
Bengali
Timeline
Operation Manager
Sul Technical services
2025.05 - 2026.04
Team Leader
Flipkart Process
2017.05 - 2025.05
Customer relation officer
HGS, Airtel Process
2016.06 - 2017.02
Master of Public Administration -
Madras Christian college
2011.01 - 2013.01
Bachelor's degree - Geography Travel and Tourism
Madras Christian college
2008.01 - 2011.01