Nafees Mohammed

About Nafees Mohammed

Results-driven Operations Manager with a proven record of managing multi-channel customer service operations (Voice, Chat, Email, Back Office) and consistently delivering on client KPIs. Skilled in leading large teams, designing SOPs, improving service standards, and implementing innovative process improvements to drive operational excellence.Recognized multiple times for leadership excellence, I thrive on mentoring teams, optimizing workflows, and collaborating with cross-functional stakeholders to improve productivity, enhance CSAT, and streamline operations.

Experience

1. Operations Manager

   IntouchCX

   Feb 2024 — Present · Hyderabad, IN

   Own service delivery across multiple teams, ensuring consistent achievement of CSAT, SLA, Quality, and Productivity benchmarks.Supervise Team Leads; guide leadership behaviors, engagement, and succession planning.Design and implement business performance plans, proactively managing shrinkage, attrition, and capacity planning.Lead weekly calls with clients and internal stakeholders, sharing performance insights and improvement plans.Champion process improvements and digital automation initiatives to streamline operations and improve turnaround times.

Education

• New Science Degree College

  Osmania University, Science

  2005 — 2008

• New Govt Jr College

  BPC

  2003 — 2005

• Tagore High School

  SSC

  2003

Skills

• Program Management
• Vendor Management
• Mis
• Management
• Customer Service
• Team Management
• Outsourcing
• Service Delivery
• Business Analysis
• Pre-Sales
• Call Centers
• Customer Escalation Management
• Bpo
• Operations Management
• Transition Management
• Customer Relationship Management (Crm)
• Crm