Rizwan Shaikh
Team Leader
Pune
Summary
Operations and Team Leadership Professional with 17+ years of experience supporting large-scale logistics, billing, and shared services operations. Proven ability to analyze operational data, identify accuracy and productivity trends, and implement process improvements that optimize resources and meet SLAs. Experienced in supervising teams, managing shifting priorities, maintaining confidentiality, and delivering consistent results in high-volume environments. Strong communicator with a detail-oriented, accountability-driven approach and minimal supervision requirements.
Overview
19
19
years of professional experience
1
1
Certification
4
4
Languages
Work History
Team Leader
United Parcel Service, UPS
11.2012 - 11.2025
- Directed daily operations for high-volume billing processes by prioritizing workloads and allocating resources to meet SLAs.
- Supervised and coached teams of 20–30 associates by monitoring productivity, quality, and adherence to SOPs. • Analyzed operational dashboards and reports to identify trends in accuracy, rework, and throughput.
- Adjusted staffing and task allocation during peak volumes to maintain delivery timelines and data accuracy.
- Conducted quality audits and compliance reviews, implementing corrective actions to improve consistency.
- Developed and maintained SOPs to standardize workflows and reduce operational variation.
- Managed process transitions and knowledge transfers through structured training and documentation readiness.
- Communicated expectations clearly and escalated operational risks with data-backed insights.
- Collaborated with cross-functional stakeholders to resolve complex billing issues efficiently.
- Maintained strict confidentiality while handling sensitive financial and operational data.
- Demonstrated ownership and accountability by consistently delivering results with minimal supervision.
Senior Associate
Wipro BPO
10.2010 - 03.2012
- Executed end-to-end utility billing transactions with a strong focus on accuracy and SLA compliance.
- Reviewed billing data to validate calculations and resolve discrepancies.
- Monitored work queues and workloads, providing operational updates to leadership.
- Led training sessions and floor operations during leadership coverage to ensure continuity.
- Coordinated with internal teams to resolve operational and customer-related issues.
Customer Care Representative
Call Centre
03.2007 - 09.2010
- Resolved customer inquiries accurately within defined service standards and turnaround times.
- Documented customer interactions to ensure traceability and effective follow-up.
- Escalated complex issues appropriately to support timely resolution.
- Maintained professionalism in high-volume, time-sensitive environments.
Education
Bachelor of Arts - Languages
Pune University
Pune, India 04.2001 -
Skills
Operations Management
Analytical Problem Solving
Data Accuracy & Attention to Detail
Operational Reporting & Metrics Analysis
Team Supervision & Coaching
Workflow & Capacity Management
SLA & KPI Adherence
Process Improvement & Optimization
Quality Audits & Compliance
Stakeholder Communication
Escalation & Risk Management
Confidential Data Handling
Certification
Lean Six Sigma Black Belt
Accomplishments
- Recognized for successfully streamlining and executing the transition of EU billing processes (2023)
- Acknowledged by UPS F&A Vice President at GBS Town Hall for exemplary leadership (2022)
- Successfully transitioned and stabilized EU Specialized Billing operations ensuring consistent service delivery (2021)
- Received multiple Spark & Brilliance Awards for sustained performance excellence (2013–2016)
- Awarded PRAGATI recognition at Wipro for implementing process simplification initiatives reducing repetitive work.
Timeline
Lean Six Sigma Black Belt
05-2025
Team Leader
United Parcel Service, UPS
11.2012 - 11.2025
Senior Associate
Wipro BPO
10.2010 - 03.2012
Customer Care Representative
Call Centre
03.2007 - 09.2010
Bachelor of Arts - Languages
Pune University
04.2001 -