Mohammed Faizan

About Mohammed Faizan

With over six years of professional experience, I specialize in transition management, people leadership, and operational efficiency. As an Associate Manager at Sutherland, my focus is on driving team performance through effective collaboration, operational oversight, and process optimization. By fostering a culture of accountability and continuous improvement, our team ensures seamless service delivery to meet and exceed client expectations. Previous roles, including Team Lead at STARTEK, sharpened my ability to manage key performance metrics such as quality, attendance, and attrition while coaching teams to achieve organizational goals. Known for adaptability and a results-oriented approach, I am dedicated to empowering teams and organizations to excel in high-pressure, dynamic environments.

Experience

1. Service Operations Manager

   Sutherland

   Aug 2023 — Present

   Lead service delivery operations and manage KPIs across verticals.Achieved 98% SLA adherence for 4 consecutive quarters.Enhanced customer satisfaction by 18% and reduced AHT by 12 seconds.Mentored 6 team leads and built succession pipelines.Developed SOP compliance models with a 25% reduction in errors.Maintain stakeholder engagement for a major North American e-commerce client.

Education

• Almighty ⚡

  2nd PUC - Commerce

• MATS University

  Bachelor of Commerce - BCom, Accounting and Finance

  2013 — 2016

• ROYAL INDIA

  S.S.L.C (10th Std)