Mohammed Ismail Murtuza

About Mohammed Ismail Murtuza

OBJECTIVETo obtain a senior management position in customer service that will enable me to utilize my strong organizational skills, process improvement skills, educational background, and ability to work well with people. Willing to relocate globally.PROFILE• Oversaw Qatar Airways’ India Contact Centre of 150+ employees during Oct 2014 – Dec 2020 generating revenues of over $2 Million/month• Led Hardware Service Dispatch Desk at Wipro BPO managing 55+ employees from 2007 – 2011• Proven track record of high achievement & success• Resourceful, detail-oriented, highly organized• Strategic thinker with strong analytical & creative problem-solving skills• Ability to perform well in a highly dynamic, rapidly changing environment• Excellent team-building, decision-making and influence management skills• Exceptional interpersonal skills & ability to develop strong working relationships

Experience

1. Senior Operations Manager

   Foundever

   Oct 2023 — Present · Hyderabad, IN

   Foundever™ is a global leader in the customer experience (CX) industry. With 170K associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.* Manage two Manager II’s, two Manager I’s, 30 Team Leaders & 500+ Customer Service Professionals; report to Sr Site Director.* Manage business for three international Finance clients* Ensure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met.* Provide leadership and management to associates; provide training and development of management teams.* Coach and mentor operations managers.* Regularly conduct manager performance review meetings.

Education

• Stanford University

  Course, Organizational Analysis

  2012 — 2012

• International Indian School Jeddah

  High School, MPC and Computers

  1994 — 1998

• Osmania University

  Engineer's Degree, Computer Science & Engineering

  1998 — 2002

• London Business School

  Course, Brand Management: Aligning Business, Brand and Behaviour

  2020 — 2021

• Adept Technology Pvt Ltd

  Certificate of Participation, Project Management

  2014 — 2014

Skills

• Call Centers
• Operating Systems
• Analysis
• Performance Management
• Project Coordination
• Powerpoint
• Microsoft Excel
• Team Management
• Office Management
• Process Excellence
• Mis
• Business Process Outsourcing (Bpo)
• Sla
• Excel
• Management Information Systems (Mis)
• Business Process Improvement
• Computer Hardware
• Contact Centers
• Leadership
• Process Management
• Process Improvement
• English
• Kaizen
• Windows
• Troubleshooting
• Service-Level Agreements (Sla)
• Transition Management
• Project Delivery
• IT Operations
• Microsoft Office
• Management
• Team Building
• Social Networking
• Project Management
• Outsourcing
• Bpo
• Service Delivery
• Problem Solving
• Mentoring
• Operations Management