Areez Ahmed T

Led Enterprise Shared Services for US healthcare, covering payroll, billing, cash management, collections, and contract services. Designed and executed a governance framework for offshore migration, achieving 100% alignment between daily output and quarterly financial forecasts.

Managed daily operations and strategic projects for the Spotnana TMC account, leading 160+ agents and 7 team leaders in a global travel management environment. Built operational policies and performance standards, and co-developed strategic roadmaps with global stakeholders.

Built business operations from the ground up, including company profile, branding, and operational infrastructure. Handled international queries and sales/purchase transactions, and prepared annual budgets to ensure financial discipline.

Directed the Warrant Verification process for US applicants, managing 70 agents and 4 assistant managers. Tracked performance metrics and implemented corrective strategies to sustain SLA compliance.

Oversaw chat, voice, and back-office operations for Cleartrip Travel Agency, spanning 150 agents and 8 team leaders. Owned KRAs including Service Level, AHT, TNPS, Attrition, and Shrinkage, and prepared client reviews.

Managed an inbound sales team of 65 agents and 4 team leaders, building revenue-focused strategies to consistently meet targets. Ran regular reviews to resolve challenges and keep the team aligned with business goals.

Led UK Voice Operations (store support, ASKHQ, e-mail) with 50+ advisors, setting objectives and delegating for results. Ran performance reviews and incentive programs that improved motivation, skills, and retention.

Managed 3 concurrent processes (Hungama, Indiamart, Loyalty Rewards) with 6 team leaders, 2 QAs, and 100 associates. Used data analysis and reporting to track performance, optimize workflows, and present actionable recommendations.

Bachelor of Commerce degree from Delhi University, completed in 2006.