Mohd Munawaruddin
Team Lead|Voice|E-mail|Chat|Coaching|Customer Solutions|B1/B2 USA visa/ Spanish Language enthusiastic
- Role
- Business Process Lead at Tata Consultancy Services
- Location
- Hyderabad, IN
- LinkedIn followers
- 500 followers
About Mohd Munawaruddin
Expertise : Negotiation, customer relations, risk evaluation/assessment, process improvement, one call one resolution, mentoring and coaching.
Experience
Business Process Lead
Oct 2018 — Present · Hyderabad, IN
Customer Service B2C| Email, Voice *Deliver and improve KPI like Hourly TAT, Day 2 TAT, Quality, NPS score and Repeat control *Participate in Daily Client Call for day plan and timely calls out as and when required *Participate in MBR - Share monthly achievement Vs target, Highlights, Lowlights and support required *Lead and support team to handle customer escalation *Monitor team work, provide coaching and feedback *Monthly performance 1-1 *Liaison, coordinate with the client to understand delivery requirements and pursue the same effectively * Escalation management both internal and external, RCA and implementing the quality controls * People management, Focus on building capabilities, coaching and career development of team members Team size 15 associates People Management Client Management TAT Management Industry - Financial Services
Education
Webster University
Master's degree, Business Analytics
Osmania University
Bachelor's of Commerce, Commerce
2008 — 2010
Trine University
Master of Science - MS, Business Analytics
Azad Institute of Management
Master of Business Administration (M.B.A.), Accounting and Finance
2010 — 2012
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