Muzammil Ul Haq

A dedicated Team Lead with 8 years experience in customer experience, including 4+ years leading teams of 20-15 associates in high volume optimizing operations highly effective at maintaining compliance, quality, SLA adherence, increasing production, employee performance through structured governance fostering lasting customer relationships with data driven coaching. Adept at team leadership, project management, and cross-functional collaboration to drive exceptional results. I have a proven track record in enhancing workflows, implementing data-driven strategies, and achieving excellence in KPI optimization.

I'm known for resolving customer escalations and achieving high levels of customer satisfaction. I am seeking opportunities to bring my skills in team management, operational efficiency, and customercentric strategies to a dynamic organization

Team Lead - Operations at Genpact (2022-11 – Present)

• Led a team of 24 customer support associates ensuring consistent achievement of productivity, quality, consistently meeting service level agreements (SLAs) and quality standards.
• Improved team quality from 89% to 96% within six months through targeted coaching, error trend analysis, refresher sessions and weekly performance reviews.
• Increased CSAT from 82% to 91% by strengthening customer handling practices, conducting complaint deep dives and coaching associates on ownership & empathy.
• Reduced average handling time by 22% from 360 to 280 seconds while maintaining quality and compliance standards.
• Improved schedule adherence from 89% to 95% and controlled shrinkage below 8% through effective roster planning, attendance governance and real time floor management.
• Conduct daily huddles, weekly one-on-one coaching sessions, monthly performance reviews and structured performance improvement plans for low performers.
• Managed daily team operations, workload distribution, and resource allocation to ensure optimal productivity and achievement of Key Performance Indicators (KPIs).
• Conducted Root Cause Analysis (RCA) to identify recurring operational issues, implement corrective actions, and improve overall process efficiency.
• Maintained team attrition below 10%, compared with the process average of 15% through regular engagement and early risk identification.
• Provided ongoing coaching, mentoring, and performance feedback to team members, driving continuous improvement in productivity, quality, and customer satisfaction.
• Collaborated with cross-functional teams including Operations, Quality, Training, and Client Management to execute projects and resolve business-critical issues.
• Analyzed operational data and performance metrics to identify trends, generate actionable insights, and support strategic decision-making.
• Prepared and presented Weekly Business Review (WBR) reports to leadership and clients, highlighting performance outcomes, risks, and improvement opportunities.
• Monitored key performance metrics such as productivity, AHT, quality, customer satisfaction, and adherence, ensuring team targets were consistently achieved.
• Led onboarding and training initiatives for new hires, reducing ramp-up time and accelerating team readiness.
• Ensured compliance with organizational policies, departmental procedures, and quality assurance standards.
• Managed task (incidence) tracking and resolution processes, ensuring timely closure of workflow-related tasks and operational escalations.
• Fostered a high-performance team culture through transparent communication, employee engagement initiatives, and recognition programs.
• Supported process improvement initiatives by identifying operational gaps and implementing solutions to enhance efficiency and customer experience.
• Coordinated with stakeholders across departments to drive project execution, improve collaboration, and achieve business objectives.
• Led end-to-end billing adherence in operations, ensuring compliance with billing policies, and achievement of operational SLAs while maintaining billing targets are met on weekly basis.

Process Trainer at Genpact (2021-06 – 2022-11)

Key Responsibilities

• Facilitate employee training and development programs to enhance knowledge, skills, and overall performance.
• Identify performance gaps and implement training interventions to bridge the difference between current and desired performance levels.
• Design, develop, and update training modules, manuals, and learning materials aligned with specific business processes.
• Deliver engaging and interactive training sessions, ensuring effective knowledge transfer and learner participation.
• Provide constructive feedback, coaching, and support to employees during and after training programs.
• Continuously revise training content based on process updates, policy changes, and operational improvements.
• Maintain accurate records of training activities, attendance, assessments, and employee progress.
• Conduct Training Needs Analysis (TNA) to assess learner capabilities, identify skill gaps, and recommend appropriate learning solutions.
• Organize and conduct in-house workshops and learning initiatives to support employee development.
• Coordinate with external trainers and subject matter experts to deliver specialized training programs.
• Monitor training effectiveness through assessments, performance tracking, and feedback mechanisms.
• Participate in weekly calibration calls with clients to discuss operational challenges, quality concerns, policy updates, and process changes.
• Ensure training delivery remains aligned with client requirements, quality standards, and organizational objectives.
• Support continuous improvement initiatives by recommending enhancements to training strategies and learning methodologies.

Process Associate (Trust & Safety) at Genpact (2019-01 – 2021-06)

• Ensure production processes comply with established safety, quality, and regulatory standards.
• Monitor content review and operational workflows to maintain adherence to company policies and guidelines.
• Identify and report production flaws, process deviations, and quality concerns to the appropriate stakeholders.
• Maintain a high level of compliance with Standard Operating Procedures (SOPs) defined by the line business.
• Escalate potential risks, policy violations, and operational issues in a timely manner to minimize business impact.
• Conduct quality checks and ensure work output meets accuracy, productivity, and compliance requirements.
• Recommend process enhancements and best practices to improve efficiency, quality, and user safety.
• Ensure turnaround time (TAT) and quality metrics consistently meet or exceed service-level standards.
• Participate in continuous learning initiatives, training programs, and team discussions to stay updated on policy and process changes.
• Collaborate with cross-functional teams to address operational challenges and improve overall process effectiveness.

Bachelor of Electronics and Communication Engineering in Electronics and Communication Engineering – Jawaharlal Nehru technological University (2016)

Board of Intermediate Education – Sri Lakshmi Junior College (2010)

Board of Secondary Education – Sri Lakshmi High School (2008)