Salman Syed
@salmansyed
Customer service leader driving operational excellence, team performance, and improved customer satisfaction.
IndiaWhat I'm looking for
I am a customer service professional with over 12 years' experience managing operations in BPO and insurance sectors, leading teams, and implementing process improvements that boost productivity and retention. I have a proven record of reducing AHT, conducting RCA and FMEA, and using data analytics and KPI monitoring to drive decisions.
As a hands-on leader, I’ve led teams of ~20 advisors, delivered performance reports to senior management, trained and validated new hires, and introduced productivity tools and recognition programs to improve morale and service quality. My achievements include internal awards for RCA and FMEA and recognition as Best Performer at AXA Global Services.
Experience
Work history, roles, and key accomplishments
RCA and FMEA Team Leader
AXA Global Services
Aug 2022 - May 2025 (2 years 9 months)
Led a team of 20 advisors at AXA Health Insurance UK operations, improving service quality through targeted coaching, RCA and FMEA initiatives that increased retention and productivity. Delivered performance reports to senior management and reduced AHT via training and process optimizations.
Senior Analyst
Capita India Pvt. Ltd.
Oct 2014 - Jul 2022 (7 years 9 months)
Delivered customer support for UK clients (Npower, Aviva), used SAP CRM and ISU to process claims and updates, performed root cause analysis to resolve recurring issues and contributed to process improvements. Mentored new hires and improved operational efficiency.
Senior Customer Service Advisor
24/7 Inc.
Sep 2011 - Sep 2014 (3 years)
Provided multi-channel support for a US e-commerce client, resolving pre- and post-order inquiries, developed training materials and SOPs, and conducted performance assessments that improved team efficiency and service quality.
Education
Degrees, certifications, and relevant coursework
Reva Institute of Science and Management
Bachelor of Business Management, Business Management
Grade: 67%
Completed a Bachelor of Business Management with a 67% final grade in 2011.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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