Shereef V A

About Shereef V A

Strategic Customer Experience Leader | 13+ Years Driving Value & …

Experience

1. Assistant General Manager

   Vodafone Idea Limited

   Dec 2017 — Present · Chennai, IN

   Service Partner Operations- Corporate @Chennai-Apr\'23 to Present@Kochi- Apr\'22 to Mar\'23Overview:As Site Lead for prepaid call center operations in Kerala, I spearheaded a team of customer service representatives, consistently exceeding business objectives and fostering a collaborative partnership with our external partner. Demonstrating strong leadership, operational excellence, and client management skills, I ensured seamless operations, exceeded Service Level Agreements (SLAs), and delivered significant value to both stakeholders.Key Responsibilities:Strategic Leadership & Operational Excellence:Led all aspects of prepaid call center operations, strategically aligning with partner objectives and exceeding established KPIs across efficiency, productivity, and cost-effectiveness.Implemented continuous improvement initiatives and best practices to optimize performance and achieve operational excellence.Proactively identified and addressed potential risks and performance gaps, driving corrective actions and ensuring adherence to quality standards and compliance regulations.Partnership & Client Management:Established and maintained strong relationships with key stakeholders at the partner organization, building trust and fostering open communication.Collaboratively developed and implemented strategies to achieve mutually beneficial outcomes, exceeding partner expectations and contractual agreements.Proactively addressed partner concerns and escalated issues effectively, ensuring smooth collaboration and successful partnership.Performance & Results Delivery:Consistently surpassed established SLAs and performance targets across key metrics, including call handling time, first-call resolution rate, and customer satisfaction.Developed and implemented customer-centric strategies, driving increased customer satisfaction and loyalty, thereby enhancing brand perception and reputation.

Education

• MG University school of distance

  Bachelor's Degree, B Com With Computer Application

  2007 — 2010

• Cardinal higher secondary School, Thrikkakara

  SSLC, State Syllabus

  1998 — 2005

• GHSS Edappally

  Plustwo, Commerce Computer

  2005 — 2007

• Bharathiar University, Coimbatore

  MBA, Logistics, Materials, and Supply Chain Management

Skills

• Vendor Management
• Business Process Outsourcing (Bpo)
• Microsoft Word
• Team Leadership
• Microsoft Office
• Mis
• Project Management
• Powerpoint
• Microsoft Excel
• Team Management
• Performance Management
• Management