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Afroz Hussain

Team Leader with around 6 years of exp.



Quest to work in a real challenging atmosphere where I can prove myself to implement the best of solutions with the help of right skill set, for the best interest of the organization. At the same time have an attitude to hope for the best and prepared for the worst. A firm believer of success is not a destination it's a journey.

 Strong understanding of performance and quality assurance management 
Ability to convince other executives and team members Competencies 
Ability to work in diverse cultural and challenging professional environments 
Ability to lead project resources, work under pressure and meet deadlines 
Ability to encourage, motivate and provide recognition 
Ability to convert technical knowledge into easily understood terms 

Work History

May 2010Oct 2015

Team Leader

Pole to Win International and Navya Technologies Pvt Ltd


Experience As a Team Leader:

Worked as Team Leader for 65 months (May 2010 – Oct 2015)


  • Managed technical and game support representatives. (PC, Consoles and Mobile devices).
  • Provided game and technical support on all the platforms (Windows, iOS and Android).
  • Achieved target goals adhering to established polices.
  • Monitored Emails for quality purposes and coach employees on ways to improve the quality of responses.
  • Assisted representatives in finding a suitable solution to resolve customer issues.
    Resolved all escalated and Solved complex issues.
  • Monitoring on the team with effective feedback
  • Coaching and Mentoring Associates Skills
  • Worked with bottom performer in the team to improve the overall CSAT (Customer Satisfaction)
  • Taken care of a complete team and mold team to meet the campaign stat.
  • Provide product support to agents in terms of floor support
  • Attend escalations on a real time basis.
  • Complete ownership of FCR (First Call Resolution) and AHT (Average Handling Time) for the team.
  • Monitoring calls, Provide Coaching and Feedback
  • Identify training needs for the individual based on the monitoring performed.
  • Directs, supervises and coaches all direct-reports.
  • Communicates company policies and decisions appropriately
  • Worked closely with all supporting functions (Quality, Command Centre, HR & Training), to ensure that employee, client and customer satisfaction goals are met.
  • Participated in HR processes like recruitment, appraisal, counseling, etc.
  • Ensures that all risk and security, and company protocols and processes are complied with
  • Would in consultation with the O.M (Operations Manager) /A.O.M (Asst. Operations Manager) come up with action plan to improve FCR and AHT of the team
  • Assist in customization quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals.
  • Responsible for calibrating and supporting quality standards between client and Company.
  • Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated.
  • Coordinate efforts with Training team to ensure that appropriate training and development is in place to address client quality initiatives.
  • Provide recommendations on improving the quality process to achieve goals and objectives.
Aug 2008Apr 2010

Quality Analyst

Navya Technologies Pvt Ltd

Worked as a Quality Analyst from Aug 2008 - April 2010.


  • Monitoring on the floor with effective feedback
  • Coaching and Mentoring Associates Skills.
  • Lead the Client Calibration
  • Worked with bottom performance team to improve the overall CSAT (Customer Satisfaction)
  • Participated in joint call (contact) monitoring with client, client services team and call center team
  • Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner.
  • Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause
  • Monitor quality and accuracy attributes; recommend solutions to address root cause.


May 2005Dec 2005

Sr. Customer Support Executive

Origin and Transworks ITES

Worked as a Sr. Customer Support Executive (Out Bound) making calls to Australia and inviting people to attend Time share presentation.
Worked as a Sr. Customer Support Executive (Out Bound) Making calls to New Zealand based customers selling DSL / Broadband and Antivirus..

Transworks ITES as CSR

Worked for Transworks ITES from May, 2005 to Dec 2005 as a customer support executive. Making out bound Calls on behalf of one of the Leading UK bank and selling Credit Card.


Aug 2004Aug 2004

Marketing Executive

Citi Financial

A Total of 4 yrs experience as a Marketing executive. Worked with Banks DSA (Direct Sales Associates) as marketing Executive dealing with financial products like Credit Cards, Personal Loans, Home Loans Car loans etc.



Lean Six Sigma Yellow Belt Certification 2014.

Pole to Win INternational
  • Became certified in Lean Six Sigma Yellow Belt by leading Six Sigma projects yielding improved cycle time attainment.

Diploma in Computer Science

Govt. Polytechnic College. Gulbarga

Full time Diploma course in computer science and engineering.


Software Exposure:

Windows (MS DOS, Office, Office 365,) OS X (PAGES)

Have profound knowledge on OS win98, ME, XP, win2000, Win Vista, Win 7, Win 8 – 8.1, Win 10

Linux (Ubuntu 8.04 - 15.04)

OS X (Mac OS X 10.4 Tiger, 10.5 leopard, 10.6 Snow Leopard, 10.7 Lion, 10.8 Mountain Lion, 10.9 Mavericks, 10.10 Yosemite.)

Android (1.5 Cupcake – 6.0 android marshmallow)


At the same time have good knowledge in Microsoft Outlook & Outlook exp.