Looking for a job

Arsalaan Ahmed

@arsalaanahmed

Message

I lead BPO operations teams to improve customer experience, KPIs, and service delivery.

India

Message

What I'm looking for

I'm looking for an operations leadership role where I can lead teams, strengthen customer experience, improve KPIs and service levels, manage stakeholders, and drive process improvements.

I've led customer service and BPO operations teams across BFSI and travel, improving KPI performance, customer experience, and day-to-day service delivery.

At Tech Mahindra, I led a 12–15-member blended BFSI customer service team, managing performance, quality, FCR, escalations, real-time floor control, and operational reporting.

At Concentrix, I managed client and stakeholder relationships, weekly operational reviews, staffing, scheduling, attrition, shrinkage, productivity, CSAT, and SLA performance. I also led performance reviews with Team Leaders and SMEs to close operational gaps.

My experience at iEnergizer, Teleperformance, and Pine Labs includes travel booking support, hotel reservations, cancellations, refunds, customer escalations, coaching, SOPs, and process improvement. I've received 11 Best Supervisor awards, Best Supervisor of the Site, and a client Best Project Enhancement award.

Experience

Work history, roles, and key accomplishments

Team Leader

Tech Mahindra

Mar 2024 - May 2025 (1 year 2 months)

Led a 12–15-member customer service team in a blended BFSI process, ensuring customer satisfaction and KPI achievement. Monitored team performance and implemented corrective actions to improve results.

Team Leadership BPO Operations KPI Management SLA Management Quality Assurance Coaching Escalation Management Microsoft Office WBR Real time Monitoring

Assistant Manager

Concentrix

Apr 2022 - Mar 2024 (1 year 11 months)

Managed client and stakeholder relationships across voice and operations, driving performance, governance, and issue resolution. Monitored key KPIs including attrition, shrinkage, productivity, CSAT, and login hours.

Stakeholder Management KPI Management Attrition Management Shrinkage And Attrition Management Workforce Planning Client Reporting Performance Management CSAT SLA Management

Team Leader

iEnergizer

Jul 2021 - Apr 2022 (9 months)

Led teams and managed stakeholder requirements while driving performance, engagement, and operational discipline. Handled escalations related to hotel reservations, cancellations, refunds, and property concerns.

Team Leadership Stakeholder Management Attrition Management Shrinkage And Attrition Management Occupancy Management Escalation Management Training Quality Assurance

Customer Care Executive → Team Leader

Teleperformance

Sep 2017 - Feb 2021 (3 years 5 months)

Handled inbound/outbound calls and emails, resolving customer queries and complaints while managing escalations. As Team Leader, managed stakeholders, SOPs, KPIs, SLA, training, quality, attrition, shrinkage, occupancy, and roster planning.

Customer Service Travel Operations Hotel Booking Escalation Management Team Leadership KPI Management SLA Management Training Quality Assurance Process Improvement

Customer Care Executive

Pine Labs

Nov 2015 - Mar 2017 (1 year 4 months)

Handled inbound customer calls and resolved queries and complaints in line with customer requirements. Escalated cases to relevant departments and followed up for appropriate resolution.

Customer Service Call Handling Query Resolution Escalation Management