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Syed Niamathullah Quadri

@syedniamathullahquad

Customer service team leader at UNIFYCX supporting Optimum USA operations and improving performance through KPI monitoring and coaching.

India

Message

At UNIFYCX, I lead customer service operations for the Optimum USA process, supporting day-to-day team performance and service delivery. I monitor operational KPIs, coach team members, and handle escalations to support timely customer issue resolution.

At TECH MAHINDRA - PROJECT PLEO, I led chat and email support operations for an expense-management product using Freshdesk, HubSpot, and Slack. I coordinated with Finance, Compliance, and Product teams on operational requirements and escalations.

Across roles at PAYPAL INDIA PRIVATE LIMITED and INTELENET GLOBAL SERVICES PVT. LTD., I led disputes and claims operations and Barclays operations covering sanctions screening and mortgage servicing. My work has also included workforce planning, operational reporting, and customer support.

Experience

Work history, roles, and key accomplishments

Current

Team Leader - Customer Service

Current

UNIFYCX

Apr 2026 - Present (6 months)

Lead customer service operations for the Optimum USA process, supporting team performance, service delivery, and customer experience. Coach team members, monitor KPIs, handle escalations, and ensure adherence to quality standards.

Customer Service Team Leadership KPI Monitoring Escalation Management Coaching Service Delivery

Team Leader

Tech Mahindra

May 2024 - Oct 2025 (1 year 5 months)

Led chat and email support operations for an expense-management product using Freshdesk, HubSpot, and Slack. Managed daily operations, team goals, coaching, KPI monitoring, and process improvement.

Freshdesk HubSpot Slack Team Leadership KPI Monitoring Process Improvement Workflow Optimization Automation Compliance

Team Leader

PayPal India Private Limited

Jan 2022 - Jul 2022 (6 months)

Led disputes and claims operations involving transaction issues, fraud, and errors. Oversaw end-to-end case resolution while maintaining policy, payment-network, and regulatory compliance.

Disputes Claims Fraud Compliance Team Leadership KPI Monitoring Escalation Management Coaching

Associate Manager - Service Delivery

Sutherland Global Services

Oct 2020 - Feb 2021 (4 months)

Managed chat-based AT&T customer service operations covering inquiries, troubleshooting, orders, billing, and technical issues. Drove quality, TAT, productivity, attrition, and team-growth metrics.

Customer Service AT&T Quality Management TAT Productivity Attrition Control Performance Reviews Dashboarding Reporting

Team Leader

Merit Technologies India Limited

Nov 2019 - Mar 2020 (4 months)

Served as first-level escalation for floor queries and operational issues. Managed CSAT, AHT, credit-per-chat, schedule adherence, and quality targets.

CSAT AHT Quality Management Escalation Management Performance Reviews Dashboarding Reporting

Team Leader

Hapag-Lloyd Global Service

Mar 2018 - Apr 2019 (1 year 1 month)

Managed Dangerous Goods documentation for the USA region in line with applicable regulations. Managed quality, TAT, and productivity targets and developed action plans for performance improvement.

Dangerous Goods Documentation Quality Management TAT Productivity Dashboarding Reporting Attrition Control BCM

Team Leader

Intelenet Global Services Pvt. Ltd.

Jan 2008 - Mar 2018 (10 years 2 months)

Led Barclays operations covering sanctions screening, mortgage servicing, and pre-approved mortgage-limit processing. Managed a team of 25 members across productivity, quality, TAT, and other metrics.

Sanctions Screening Mortgage Servicing Team Leadership Productivity Quality TAT Capacity Planning Forecasting Client Calls Training Business Reviews

Subject Matter Expert

Sitel India Limited

Oct 2006 - Dec 2007 (1 year 2 months)

Provided Bell Sympatico technical support and maintained AHT, FCR, CBR, CSAT, and RPC metrics. Mentored 15 agents and delivered daily process updates and participated in client calibration calls.