Adnan William
Cyberjaya
Summary
Dynamic Operations Team Lead with a proven track record at Concentrix, excelling in team leadership and operational efficiency. Expert in performance evaluation and conflict resolution, I drive customer satisfaction through effective training and process optimization. Recognized for enhancing team productivity and fostering a collaborative environment, ensuring outstanding service delivery.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Operations Team Lead
Concentrix
Cyberjaya
06.2024 - Current
- Supervise and lead a team of customer service representatives, providing guidance, coaching, and support.
- Foster a positive and collaborative team culture, encouraging continuous improvement and professional development.
- Monitor and analyze daily operational performance metrics to identify areas for improvement, and implement strategies to enhance efficiency.
- Develop and implement operational policies and procedures to streamline workflows, and ensure consistent service delivery.
- Act as an escalation point for complex customer issues, ensuring timely resolution, and customer satisfaction.
- Collaborate with the customer service team to maintain a high level of customer service, and resolve inquiries or concerns.
- Conduct regular training sessions for the team to enhance product knowledge, customer service skills, and operational procedures.
- Identify training needs, and work with the Customer Service Manager to implement relevant training programs.
- Evaluate team performance through regular assessments, providing constructive feedback, and implementing performance improvement plans as needed.
- Recognize and reward outstanding performance to motivate and engage team members.
- Collaborate with other departments, such as sales, marketing, and product development, to share customer insights and improve overall business processes.
- Ensure effective communication and coordination between teams to resolve issues and optimize operations.
Operations Team Leader
Manpower Malaysia
Kuala Lumpur
06.2018 - 05.2024
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Maintained accurate records of customer interactions for future reference.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Drove positive customer satisfaction levels by providing successful training to associates.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Guided employees in handling difficult or complex problems.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Monitored phone calls to provide feedback and coaching.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
Assistant Application Analyst
CureMD
Lahore
04.2017 - 05.2018
- Organized medical records for patient care plans and ensured accuracy.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Resolved discrepancies between providers, payers, and patients regarding billing issues.
- Collaborated with clinical staff on proper documentation requirements for successful reimbursement of services rendered.
- Developed strategies to reduce denials and improve overall revenue cycle performance.
- Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
- Reviewed legal claims for accuracy and issues.
- Analyzed and processed medical insurance claims using ICD-10 codes to ensure accuracy in billing.
- Collaborated with relevant parties to resolve billing issues, insurance claims and patient payments.
- Submitted claims to insurance companies.
- Performed insurance verification, pre-certification and pre-authorization.
Customer Service Professional
Warid Telecom
Lahore
05.2009 - 04.2017
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Responded to customer emails with accurate product and service information.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to customer needs.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Developed strong customer relationships to encourage repeat business.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Education
Bachelor of Arts - Journalism
University of The Punjab
Lahore03-2008
Associate of Arts - Economics
Government M.A.O College
Lahore08-2004
High School Diploma -
St. Anthony's High School
Lahore06-2002
Skills
- Team leadership
- Operational efficiency
- Customer service
- Training development
- Performance evaluation
- Conflict resolution
- Data analysis
- Process improvement
- Communication skills
- Employee engagement
- Problem solving
- Time management
- Effective communication
- Performance monitoring
- Organizational development
- Customer relations
- Performance metrics
- Process optimization
- MRP and ERP systems
- Operational excellence
- Teamwork and collaboration
- Performance management
- Team Training
- Productivity management
- Self motivation
- Professional demeanor
- Customer relationship management
Languages
Urdu
First Language
English
Advanced (C1)
C1
Punjabi
Upper Intermediate (B2)
B2
Certification
- Leadership Insights on Leading Through Change
- Customer service: Call control strategies
- Excel 2019 Essential Training
- Learning Excel 2019
- Microsoft Office - First Steps
Accomplishments
- Employee Recognition Award: Best adherence and floor ethics
- Employee Of the Month: In recognition of services rendered to provide an enhanced customer experience
- Operational Excellence Award: Resolved product issue through consumer testing.
- Wall Of Fame: For achieving lowest AHT on the floor for consecutive 5 months
- Wall of Fame: Best performer for consecutive 6 months
Affiliations
- Basketball
- Swimming
- Cricket
Timeline
Operations Team Lead
Concentrix
06.2024 - Current
Operations Team Leader
Manpower Malaysia
06.2018 - 05.2024
Assistant Application Analyst
CureMD
04.2017 - 05.2018
Customer Service Professional
Warid Telecom
05.2009 - 04.2017
Bachelor of Arts - Journalism
University of The Punjab
Associate of Arts - Economics
Government M.A.O College
High School Diploma -
St. Anthony's High School
Similar Profiles
Sandile Marvellous NtombelaSandile Marvellous Ntombela
Team Coach at ConcentrixTeam Coach at Concentrix
Priyanka DasPriyanka Das
Team Leader at ConcentrixTeam Leader at Concentrix
AKASH BISHTAKASH BISHT
Senior Advisor at ConcentrixSenior Advisor at Concentrix