Basheer Ahmed

Dynamic BPO operations leader with 6+ years of progressive experience managing large-scale customer support and technical support teams in high-pressure, client-facing environments. Demonstrates a consistent ability to lead 100+ member teams, enforce quality standards, and deliver measurable efficiency gains. Combines an MBA with hands-on expertise across process management, US inbound voice operations, and creative design — bringing both strategic thinking and operational execution to every role.

Associate Process Manager - Personiv (eClerx Company) - Coimbatore — BPO / Customer Support Operations

(2023-01)

• Oversee end-to-end BPO operations for a 100+ member customer support team, managing daily workflows, shift allocations, and performance governance across multiple client accounts simultaneously.
• Redesigned core SOPs and escalation procedures, resulting in a 20% reduction in average handling time (AHT) and a significant improvement in first-contact resolution (FCR) rates.
• Established a structured Quality Assurance framework — including call audits, error tracking dashboards, and weekly calibration sessions — reducing process errors and raising overall CSAT scores.
• Partner directly with senior management and client stakeholders to review SLA adherence, present performance reports, and propose data-backed process improvements on a monthly basis.
• Identify skill gaps across the team and design targeted coaching plans; personally conduct performance reviews, one-on-ones, and development roadmaps for team leads and agents.

Team Lead – US Inbound Technical Support - Rutonsha Info Tech Pvt. Ltd. - US International Voice Process

(2022-01 - 2023-12)

• Led a team handling inbound technical support calls from US-based customers, covering product troubleshooting, issue diagnosis, and end-to-end resolution for complex technical queries.
• Maintained strict adherence to US client SLAs, consistently achieving top-quartile scores in first-call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT).
• Implemented structured performance improvement plans (PIPs) for underperforming agents, resulting in measurable improvement in both individual output and team-wide KPI scores each quarter.
• Served as the primary floor escalation point for difficult technical cases, applying strong problem-solving skills to resolve critical issues swiftly and prevent customer churn.

Graphic Designer & DTP Operator - SKB Soft Solutions

(2020-01 - 2022-12)

• Produced high-quality print and digital design deliverables using Adobe InDesign, managing projects from concept to final artwork for a portfolio of diverse domestic and international clients.
• Trained and mentored junior designers through structured workshops on InDesign, layout best practices, and client communication — elevating the studio's overall delivery quality.

MBA - National Institute of Business Management

B.E. - Engineering - Karpagam Institute of Technology

HSLC - Grade 12 - PSG Sarva Jana H.S.S (2016)

SSLC - Grade 10 - Milton Matric School (2014)