Farheen Sayed
Customer Service Delivery | Operations | Analytics
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About
Customer Service Delivery professional with 7+ years of experience in Telecom and Customer Support operations within the BPO/ITES industry. Experienced in handling team performance, customer escalations, SLA delivery, operational reporting, and day-to-day service operations. Strong exposure to KPI tracking, workforce management, customer experience improvement, and reporting tools including Power BI, Salesforce CRM, and Data Portal.
Known for maintaining operational discipline, improving team performance, and handling high-pressure environments effectively.
Experience
Customer Service Delivery Manager at Sutherland Global Services (2019-03 – Present)
Managing Telecom and Customer Support operations with focus on service delivery, SLA adherence, productivity, and customer experience.
- Monitoring team performance through coaching, reporting, and operational tracking.
- Handling customer escalations and supporting daily floor operations.
- Preparing operational reports and performance insights using Power BI, Salesforce CRM, and Data Portal.
- Supporting employee development and process improvement initiatives.
- Improved productivity by 18% YoY.
- Reduced customer complaints by 22%.
- Improved FCR from 68% to 85%.
- Maintained attrition below 10%.
- Achieved 95% SLA compliance.
Education
Executive MBA – Welingkar Institute of Management (2023)
Certificate/Diploma in Strategic HR Management – IIM Lucknow (2022 – 2022)
Bachelor of Arts – Mumbai University (2015)
