Fayas Sayed
Mumbai
Summary
Dedicated Quality Manager focusing on supporting cross-functional teams to increase customer satisfaction through process improvements with exceptional knowledge of developing strategic plans for service excellence. Looking to apply my experience with Identifying issues and Operational Efficiency in your organization.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Freelance Consultant
Sporta Technologies Private Limited
04.2024 - Current
- Collaborated with Product and Marketing teams to define, strategize, and implement new products and Marketing Strategies.
- Conducted interviews with the users to understand the Customer needs and pass on the data to the relevant team.
- User Research to understand the playing pattern.
- Evaluated customer needs and feedback to drive product and service improvements.
- Educated Users to use the latest features and gather feedbacks from them.
- Initiated Service calls to the users to understand whether their complaints are resolved and boost the Overall CSAT score.
- Conducted sessions with Expert Users and convert them to onboard on the GURU section. (Experts creating teams for the users)
Senior Manager (Dream11)
Dream Sports Pvt. Ltd
07.2022 - 09.2023
- Supervising a team of agents across different channels for Internal and outsourced teams
- Leading capacity planning & forecasting for smooth daily operations
- Working on various projects to increase the SLA and CSAT of the team
- Handling escalations & rebuttals and resolving them within TAT
- Preparing and sharing monthly Audit structures and various reports
- Timely conducting reviews and presentations with the management team
- Analyzing and Interpreting complex processes to identify and simplify trends
- Working with the Training team on various complex processes via Training Need Identification (TNI)
- Re-QCs of the QAs and preparing the variance reports for the team
- Conducting hygiene audits to ensure process adherence between internal and external team
Manager (Dream11)
Dream Sports Pvt. Ltd
07.2018 - 06.2022
- Created audit structure & capacity planning periodically
- Handled end-to-end audits and process improvement for the Elite desk (Power Users)
- Conducted timely feedback sessions with the players & their team leaders
- Created action plans for bottom quartile agents
- Cross-functional collaboration with a diverse and multi-functional team
- Keep accurate records and documents of BQM agents' action plans and discussions
- Analyzed relevant statistics and compiled accurate reports
- Conducted Calibration sessions amongst the Internal Quality team and leadership team
- Helped the leadership in various projects, such as the formation of the Elite desk, CSAT achievement, and SLA improvement by simplifying various processes
Senior Associate (Dream11)
Dream Sports Pvt. Ltd
11.2016 - 06.2018
- Handled customer care support via email, Calls and chats for Dream11 users
- Maintained TAT and responded as per the defined SLA
- Maintained Overall good CSAT
- Created & Shared shift reports with the leadership
- Handled escalations via different channels
- Adhered to the shift timings and rotational weekly offs
- Aligned with the work culture and values of the organization
Assistant Manager
Indusind Bank Ltd, Bank Ltd
04.2015 - 11.2016
- Worked for Contact Centre (Centralized Customer service cell) in Indusind, Handled and resolved customers' queries, requests and complaints regarding CASA and other Retail products within prescribed TAT through an e-mail channel
- Coordinated with different units, branches and departments for fast and accurate resolution of customers’ queries/ requests/ complaints
- Escalated critical/ sensitive complaints to senior management
- Coordinated with senior management desk for complete and accurate resolution
- Handled team in absence of Team leader (Back up for TL)
- Assignment of cases to fellow team members
- Prepared roster and daily productivity reports
- Took initiatives to improve customer service processes and maintain quality standards as per the Process Quality Manual
- Prepared RCA report (Root cause analysis) for senior management escalated cases
- Good knowledge of banking liabilities products
- Cross-selling of different banking products to customers
Senior Officer / Assistant Manager
HDFC Bank LTD
04.2013 - 04.2015
- Worked in Team QIG (Quality Initiative Group)
- Handled Senior Management escalations via the email channel
- Handled queries regarding HDFC Bank’s Debit Card, Internet Banking, Forex Card & all types of prepaid cards and other
- Banking aspects etc
- Coordination with all branches (PAN India) for quicker resolution to end customers
- Handled escalated emails (GRC)
- Raising CRM to concern Units and Branches (Pan India) for correct and complete query resolutions
- Follow-ups with Branches
Back Office Executive
First Source Pvt. LTD
04.2011 - 01.2013
- Worked for AXIS Bank Internet Banking process (Email Process)
- Responded to customers’ queries regarding Axis Internet banking and other banking-related complaints via Email
- Prepared MIS report
- It also includes other banking aspects such as Branch banking complaints, Site related issues, M.I.S etc
- Handled team in the absence of Team leader
Data Analyst
CMC LTD, Tata Consultancy Services
10.2010 - 04.2011
- Worked for the United States of America based Insurance Company
- Analysed and processed Insurance documents
- Liaised with different units for proper resolution
- Maintained quality standards as per company norms
Education
B.COM -
Mumbai University
03.2009
Skills
- Quality Management
- Problem-Solving Expertise
- Process Improvement
- Process Excellence
- User Feedback Collection
- Customer Support
- Strategic Business Planning
- Customer Complaint Resolution
- Conflict Resolution Expertise
Accomplishments
- Promoted to a manager in just 1 year of joining the organization.
- Resolved product issue through consumer testing. For e.g. AB testing, User engagement, CSATs, Retention programme etc.
- Created and documented multiple SOPs which result in smooth operations.
- Collaborated with team of 4 in the development of Elite Desk (Serving the power users).
Certification
Six Sigma Green Belt Certified from KPMG
Languages
- English
- Hindi
- Marathi
Timeline
Freelance Consultant
Sporta Technologies Private Limited
04.2024 - Current
Senior Manager (Dream11)
Dream Sports Pvt. Ltd
07.2022 - 09.2023
Manager (Dream11)
Dream Sports Pvt. Ltd
07.2018 - 06.2022
Senior Associate (Dream11)
Dream Sports Pvt. Ltd
11.2016 - 06.2018
Assistant Manager
Indusind Bank Ltd, Bank Ltd
04.2015 - 11.2016
Senior Officer / Assistant Manager
HDFC Bank LTD
04.2013 - 04.2015
Back Office Executive
First Source Pvt. LTD
04.2011 - 01.2013
Data Analyst
CMC LTD, Tata Consultancy Services
10.2010 - 04.2011
B.COM -
Mumbai University
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