Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager
Sufi Muzammil

Sufi Muzammil

Operations Manager
Dubai

Summary

Dedicated and passionate tech enthusiast with over 7+ years of rich experience in operations management, vendor coordination, customer service and process optimization within dynamic tech-oriented environments. Proficient in leveraging AI tools for process automation, along with a strong aptitude for innovative training module creation and multimedia editing. Adept at spearheading global projects, driving strategic initiatives, and demonstrating exceptional leadership in optimizing operational efficiency. Eager to utilize AI, automation, and creativity in a role that fuels my passion for innovation and development.

Overview

9
9
years of professional experience
2
2
years of post-secondary education
3
3
Languages

Work History

Operations Manager

Hafla
Dubai
03.2022 - 11.2023
  • Designed and implemented efficient workflow processes to monitor confirmed orders, ensuring seamless communication with supplier groups via Whatsapp for timely delivery and collection.
  • Initiated proactive follow-ups on event days to mitigate delivery delays, significantly improving client satisfaction and boosting Net Promoter Score (NPS) from 42% to over 67% within 3 months.
  • Enhanced online reputation by strategically managing Google reviews, elevating the rating from 3.4 to an impressive 4.3 stars.
  • Strategically planned and restructured operational processes, optimizing efficiency and time management for enhanced profitability.
  • Led and managed end-to-end logistics, warehouse, and transportation operations, streamlining the order cycle, onboarding of new suppliers, and sorting processes.
  • Overseeing a dedicated team responsible for supplier coordination, dispatch, logistics, and effective resolution of escalations, ensuring seamless post-order management.

Quality Assurance Associate

InstaShop
Dubai
10.2021 - 03.2022
  • Proficiently managed a high volume of inbound calls and customer inquiries, demonstrating exceptional communication and problem-solving skills to ensure utmost satisfaction.
  • Collaborated seamlessly with the logistics team for optimal coordination, effectively directing delivery riders to enhance operational efficiency and delivery timelines.
  • Demonstrated efficient management and resolution of customer complaints through both chat and call support, showcasing exceptional conflict resolution skills and ensuring a high level of customer satisfaction.
  • Maintained a diligent follow-up process for customer complaints, resulting in consistently high satisfaction ratings of 4.8 out of 5, reflecting a commitment to excellence in customer service.
  • Exceeded Key Performance Indicators (KPIs) such as AHT, FTR, and CSAT, underscoring efficiency and dedication in consistently meeting and surpassing performance targets.

Vendor Coordinator

Noon
Dubai
04.2021 - 09.2021
  • Orchestrated swift resolution of merchant and logistics issues, showcasing exceptional problem-solving skills vital for maintaining seamless operations.
  • Managed a high volume of inbound calls from merchants, offering timely and effective assistance for their inquiries and concerns, bolstering client satisfaction.
  • Proactively initiated outbound calls to merchants and delivery riders, ensuring punctual deliveries and order tracking, significantly enhancing overall customer satisfaction.
  • Successfully transitioned to the content creation team, demonstrating adeptness in planning and designing compelling content for new product listings on the Now Now platform.
  • Maintained precise and organized records, meticulously processed product details, and conducted thorough quality checks to optimize online product listings and presentation, contributing to an enriched customer experience.

Contact Center Team Leader

Element14
Bangalore
09.2019 - 02.2021
  • Supervised and guided a team of 15-20 agents, efficiently handling inbound calls and email inquiries for prompt customer issue resolution.
  • Introduced targeted feedback systems, organized skill development training, and conducted performance assessments, significantly boosting team productivity and service quality.
  • Managed an updated team roster weekly, optimizing staffing levels to meet customer needs and maintain smooth operations.
  • Effectively handled shrinkage and attrition rates, implementing proactive strategies to mitigate their impact and ensure a strong and stable team.
  • Set clear, achievable monthly goals and targets, fostering a culture of achievement and motivating agents to consistently exceed performance expectations.

Senior Customer Service Representative

Accenture
Bangalore
03.2018 - 08.2019
  • Managed high inbound call volume (150+ daily) for Virgin Media's UK process.
  • Addressed customer concerns regarding billing, packages, and technical issues, showcasing strong problem-solving skills.
  • Proficient in sales, effectively upselling and cross-selling to boost revenue and enhance customer experience (CX).
  • Expertly handled technical troubleshooting, ensuring optimal customer satisfaction.
  • Consistently exceeded performance targets: AHT, FTR, NPS, showcasing dedication to goals.
  • Conducted in-depth research, efficiently resolved conflicts, and maintained key client accounts.

Customer Service Representative

Myntra
Bangalore
03.2015 - 03.2018
  • Managed high inbound call volume daily, demonstrating strong communication and customer service proficiency.
  • Promoted to Escalation Executive within a year, showcasing exceptional dedication and performance.
  • Efficiently handled and resolved escalated customer concerns, ensuring timely resolution and satisfaction.
  • Proactively followed up on escalated issues, maintaining high customer satisfaction levels through systematic resolution.
  • Addressed customer issues via various communication channels, utilizing effective problem-solving skills.
  • Consistently exceeded performance targets, including First-Time Resolution (FTR), Average Handle Time (AHT), and Net Promoter Score (NPS).

Education

MBA - Operations Management And Human Resources

Mibm Global University
India
03.2017 - 03.2019

Skills

    Operations Management

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Timeline

Operations Manager

Hafla
03.2022 - 11.2023

Quality Assurance Associate

InstaShop
10.2021 - 03.2022

Vendor Coordinator

Noon
04.2021 - 09.2021

Contact Center Team Leader

Element14
09.2019 - 02.2021

Senior Customer Service Representative

Accenture
03.2018 - 08.2019

MBA - Operations Management And Human Resources

Mibm Global University
03.2017 - 03.2019

Customer Service Representative

Myntra
03.2015 - 03.2018

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Sufi MuzammilOperations Manager