MUHAMMAD ZAIN BINTARIQ
Dubai
Summary
Strategic mindset, customer-focused, and results-driven with a focus on both customer satisfaction and team success, driving growth and achieving outstanding results in BPO operation. Providing ongoing coaching and conducting training to nurture the skills of team members.
Diligent Team Lead with proven track record in leading teams to success through effective management and strategic planning. Demonstrated expertise in coordinating projects and fostering team collaboration, achieving significant milestones. Utilized leadership and communication skills to drive team performance and ensure project completion.
Overview
10
10
years of professional experience
Work History
Team Lead Customer Services
Abacus Consulting BPO Division
09.2024 - 04.2025
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Evaluated staff performance and provided coaching to address inefficiencies.
Operations Team Lead
Truebill
01.2020 - 09.2024
- Monitor team performance metrics, such as average handle time, first-call resolution, customer satisfaction scores, and other key performance indicators (KPIs)
- Make sure to provide the best possible solution of their issues
- Make sure all SOPs being followed
- Lead, mentor, and motivate the team to achieve individual and collective performance goals
- Ensure adherence to quality standards and compliance with client-specific processes and protocols
- Prepare and present regular performance reports to management and clients
- Analyze data trends and provide insights to drive better decision-making and improve overall team performance
Customer Service Representative
Mindbridge Pvt Ltd
01.2017 - 01.2018
- Respond to incoming customer inquiries through various channels such as phone, email, and chat
- Provide friendly and professional assistance to customers, addressing their questions, concerns, and feedback
- Help customers with placing orders, tracking deliveries, and resolving any issues related to their UberEats orders, ensuring a seamless food delivery experience
- Assist customers with payment-related matters, including processing refunds, investigating payment discrepancies, and resolving billing issues
- Escalate complex issues or complaints to appropriate teams or supervisors while following established escalation procedures
Sales Manager
Walnut Furniture
01.2015 - 01.2016
- Develop and execute comprehensive sales plans to achieve revenue targets for walnut furniture products
- Identify market opportunities, potential customers, and growth areas
- Build and maintain strong relationships with key clients, including furniture retailers, interior designers, and wholesale buyers
- Understand their needs and preferences to tailor sales pitches and proposals
- Develop a deep understanding of walnut furniture products, including their features, benefits, and competitive advantages
- Educate the sales team on product details and specifications
Education
Bachelors - Hospitality & Hotel Management
COTHM
Bachelors - Journalism
Punjab University
Skills
- Strong Communication Skills
- Advanced Computer Skills
- Team Management
- Ability to work under pressure
- Performance monitoring
- Performance improvement
- Quality control
- Workplace safety
- Schedule management
- Process improvement
- Complaint resolution
- Operations management
- Employee evaluation
- Diversity and inclusion
- Regulatory compliance
- Key performance indicators
- Trend tracking
- Influencing skills
- Relationship building
- Talent acquisition
- Resource allocation
- Invoice verification
- Stakeholder management
- Client communication
- Deadline management
- Employee training
- Risk management
- Team supervision
- Teamwork and collaboration
- Team motivation
- Staff training
- People management
- Work Planning and Prioritization
- Analytical thinking
- Attention to detail
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Languages
English
Urdu
Hobbies and Interests
- Cricket
- Football
- Workout
- Shopping
Timeline
Team Lead Customer Services
Abacus Consulting BPO Division
09.2024 - 04.2025
Operations Team Lead
Truebill
01.2020 - 09.2024
Customer Service Representative
Mindbridge Pvt Ltd
01.2017 - 01.2018
Sales Manager
Walnut Furniture
01.2015 - 01.2016
Bachelors - Journalism
Punjab University
Bachelors - Hospitality & Hotel Management
COTHM
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