Zaid Ahmed
@zaidahmed2
I deliver high-volume projects and lead teams to exceed SLAs across IT, BPO, and creative operations.
Sri LankaWhat I'm looking for
At KIMP.IO, I lead delivery of 20–30 projects daily, achieving 100% on-time completion across 500+ monthly deliverables through resource allocation, deadline-driven workflows, and proactive stakeholder communication.
Previously at Aegis Service Lanka, I directed 52 contact center operators and maintained SLA performance above 90%, shrinkage below 22%, and attrition under 8%. I use delegation, real-time tracking, and coaching to build resilient, high-performing teams.
I also led quality assurance initiatives through call evaluations and root-cause analysis, sustaining call quality above 85%, CSAT above 4.5, and NPS above 8.5. I bring 8+ years of experience across project management, operations, quality assurance, and customer service.
Experience
Work history, roles, and key accomplishments
Project Manager
Kimp.io
Jan 2021 - Present (5 years 8 months)
Led the successful delivery of 20–30 projects daily, achieving 100% on-time completion across 500+ monthly deliverables by optimizing resource allocation and maintaining proactive stakeholder communication.
Team Lead Operation
Aegis Service Lanka Pvt Ltd
Jan 2019 - Dec 2021 (2 years 11 months)
Directed a team of 52 contact center operators to consistently exceed performance benchmarks, maintaining SLA above 90%, shrinkage below 22%, and attrition under 8%.
Senior Quality Assurance
Aegis Service Lanka Pvt Ltd
Jan 2017 - Dec 2019 (2 years 11 months)
Championed quality assurance initiatives by conducting in-depth call evaluations and root cause analyses, sustaining call quality above 85%, CSAT above 4.5, and NPS above 8.5.
Call Center Executive
Aegis Service Lanka Pvt Ltd
Jan 2016 - Dec 2017 (1 year 11 months)
Provided customer support and service in a call center environment, handling inquiries and resolving issues to ensure customer satisfaction.
Education
Degrees, certifications, and relevant coursework
CIPM
Diploma, Human Resource Management
2021 - 2022
Completed Human Resource Management studies at CIPM from 2021 to 2022.
ICBT Campus
Diploma, Human Resource Management
2015 - 2016
Pursued a Diploma in Human Resource Management at ICBT Campus from 2015 to 2016.
St Mary's College
Advanced Level, General Studies
2000 - 2014
Completed Advanced Level studies at St Mary's College from 2000 to 2014.
Availability
Location
Sri LankaAuthorized to work in
Salary expectations
Job categories
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