About Farooq Ali
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Academic Level Bachelor\\s-Degree
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Age 33 - 37 Years
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Gender Male
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Industry Retail & E-commerce
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Nationality Indian
About me
Motivated Leader with over all 10+ years’ experience. Reliable and friendly professional able to work with little oversight and collaborate in team environment. Well versed to speak and listen better. Best practitioner who compels honesty, integrity, and humility. Adept at preparing and maintaining reports, good communicator and planner with strong judgment and critical thinking abilities. Skilled at determining customers’ needs and exceeding goals with consistency.
Education
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2009 - 2013
Jawaharlal technological univerisity
Bachelor's in engineering and technology
I have overall 10+ years of experience in total into Operations, process improvement, Process management and Team management.
Experience
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2023 - 2025
Sutherland Global Services
Associate manager
Joined as Associate Manager- Account Management for Airbnb
•Manage Daily Operations to ensure we achieve operational efficiency seamlessly across departments.
•Lead the team of 70 employees and 3 team leaders reporting under me.
•the KPIs to track performance were NPS, schedule adherence, productivity, accuracy, coaching, mentoring, motivating, appraisal, shrinkage & attrition.
•Ensuring that all the metrics that has been curated by the client are utmost essential to be able to sustain the performance.
•Process improvement implementations to diminish the turnaround time by 30%.
•Also at the same time keeping the entire teamwork towards the vision of the organization.
•Weekly reviews with senior leadership and clients to align strategies & organizational goals.
•Analyze customer feedback and generate trends to identify common issues and deploy new implementations for process enhancements. -
2019 - 2022
Hinduja Global Solutions
Team leader
•Joined as Operations Team leader in SAP Concur, in which our sub-processes are Invoice Capture and Expense audit. Managed a team of 25 employees inclusive of both sub-processes.
•Obligated to Scrutinize their stacks which comprises of Quality, productivity, utilization, and unscheduled Absenteeism
•Prepare business performance review report and conduct weekly review call with stakeholders.
•Empowered for my team’s anniversary and annual appraisals.
•Schedule my team’s staffing, I look after my team’s leaves and, responsible to roster their weekly transport facility.
•Responsible for publishing production dashboard and schedule adherence report on weekly basis.
•I’m required to ensure that my team’s billing hours, LOP’s and OT payouts are being emended in timely manner.
•Prepared few of my associates for SME role, by conducting sessions on their coaching, mentoring, self-motivation, interview, and reporting skills, also gave them initiatives for the same to practice and experience it beforehand. Fortunately, one associate
got promoted as an SME from my team. -
2014 - 2019
Synchrony
SME - Subject matter expert
•Started as Customer Service Representative in Retail Credit card banking operations portfolio, Resolution Services in which my sub-processes were secure E mail, I2R, e-chat and phone banking.
•After successful completion of 18 months, promoted as EHD (Escalations Help Desk) and then again after 1 year got promoted as acting SME.
•After moving in this role, I was responsible for handling all escalations, foreign language queue and service no inquiries, provide coaching to my team for process as well as for maintaining their metrics which includes productivity, quality and hygiene.
•Also, I used to take Monthly 1-o-1’s. Apart from this I was also obligated for taking care of staffing and huddles for process updates.
•I was the single point of contact for Training Needs Analysis on Compliance opportunities for the Team.
•Created Training Document and covered the whole team of 23 agents to make sure that we as a business is compliant.
•Single-handedly worked on a project for VOC (voice of customer) which was assigned to me by my OPS leader.
•And successfully managed to reduce the dis-satisfaction percentage rate substantially on service no inquiries.
Honors & awards
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2024
Best Associate Manager
•For best team performance (Rank 1 in stacks)
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2024
Retention Champion
For having 0% attrition for 3 consecutive quarters
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2018
Brand Ambassador
chosen to represent our company based on the values & being the best performer of the year
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2022
Customer Focus Award
As I always ensure that we shouldn’t’ have any SLA miss. By utilizing shift flexibility benefit to stretch when time constraints.
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2023
Customer Champion Award
• For proactively making new freeform text for eservice issues to save FCR. Also, I have two EVV (employee voice and vision) Ideas approved.