Abdul Nayeem Shaik
Operations Manager - Customer Service & Experience Operations | Ex - Amazon | Customer Experience Expert | People Manager
- Role
- Operations Manager - Customer Experience at Conduent
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Abdul Nayeem Shaik
Currently, leading a team of 150+ associates along with 5-6 supervisors as an Operations Manager at Conduent for a major logistics client in the United States. I worked as Senior Business Analyst at LTIMindtree, where I was responsible for implementation of strategies to enhance customer satisfaction and responsible for data analysis, identifying trends, optimizing workflows. I collect and analyze data from various sources, provide recommendations based on statistical data analysis, and prepare deliverable reports using SQL and Hive. I have a Master of Business Administration (MBA) degree from Pragathi Mahavidyalaya Degree College and a Certified Scrum Product Owner® (CSPO®) certification from Scrum Alliance.Before joining LTIMindtree, I worked as a Team Manager at Amazon for over three years, overseeing the customer service department for North America. I supervised, trained, coached, and mentored 30+ agents, improved service and productivity levels, and solved customer problems. I also implemented self-service and automation solutions, and contributed to hiring, training, and terminating customer service agents. I have a total of six years of experience in the customer service industry, with various roles and responsibilities.I am passionate about learning new things, improving processes, and sharing best practices. I value collaboration, innovation, and customer satisfaction. I can quickly adapt to changes and deliver results. I am open to connect with anyone who has challenging opportunities, interesting ideas, or feedback for me. You can reach me at n••••••••@gmail.com.
Experience
Operations Manager - Customer Experience
Feb 2025 — Present · Bengaluru, IN
Leading the establishment of a new operational process from the ground up, ensuring efficiency, scalability, and compliance- Built and lead a high‑performance workforce of 150+ customer service associates and 6–7 supervisors, nurturing a collaborative culture to deliver the improvement in key performance metrics- Directed end‑to‑end recruitment and onboarding initiatives, recruiting, screening, and integrating top talent- Managed daily operations across multiple functions, streamlining workflows and instituting best practices to reduce the turnaround times and elevate overall productivity- Orchestrated the seamless transition of a critical new project from the training phase into full production, coordinating cross‑departmental resources to achieve on‑time.
Education
Pragati Mahavidyalaya Degree College, Hyderabad
Master of Business Administration (MBA), Human Resources Management and Services
2015 — 2017
St.Andrew's High School
SSC
1996 — 2008
Joginpally B.R Engineering College
Bachelor of Technology (B.Tech.), Information Technology
2010 — 2014
Narayana Juinior College
Intermediate, M.P.C
2008 — 2010
Skills
- Web Designing
- Javascript
- Html
- Microsoft Office
- Windows 7 and Xp
- Windows 8 Applications
- Sql
- Asp.net
- Java
- Mobile Applications
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