1. Asadullah Khan
C58/29 MEA Apartment  Sec -62, Noida 201301  +91 9899 020151  asadullah.khan@hotmail.com
OPERATIONS MANAGEMENT | CLIENT MANAGEMENT
Combining strong customer service and communications expertise to promptly establish efficiency, resolve problems,
and optimize productivity.
Result-oriented professional with over 10 years of Experience in Operations Management, Customer service, Team
Leadership & Development, Conflict Resolution, SLA Management and Client Relation Management. Skilled at
providing strategic support to business functions/clients and recognized for rejuvenating under-performing teams and
transforming underperforming projects. Excel in translating strategy into operational reality through breaking business
goals or initiatives into key tasks and identifying accountabilities. Proven abilities in identifying the strengths of team
members and leverage untapped potential to maximize individual and business goals.
CORE SKILLS AND KNOWLEDGE
• Client Management • SLA Management • Resource Optimization
• Knowledge Transfer • Operations Management • Process Transition
• Process Reengineering • Team Management • Strategic Consulting
PROFESSIONAL EXPERIENCE
May ‘10 – till date: EXL Service, Noida as Asst Manager Operations
As Asst Manager- Client Operations
Responsibility Outline (Back office): Resolution Support Back Office
 Spearheading a team of 32 professionals entailing Team members, Senior Executives and Subject Matter Experts
 Ensuring stringent Warrant checks are actioned before it is passed for execution
 Working in close coordination with field representatives while the warrant is being action and providing support.
 Ensure efficiency and quality targets are met for the process
 Create weekly dashboard for back office processes
 Responsible for creation of Monthly MBR

Responsibility Outline (Back office): TPOT
 Spearheading a team of 21 to 25 professionals entailing Team members, Senior Executives and Subject Matter Experts
 Ensure efficiency and quality targets are met for the process
 Create weekly dashboard for back office processes
 Responsible for creation of Monthly MBR
 Ensuring process hours are met by keeping a close watch on B-prompt hours
 Create monthly and quarterly p4p and incentive schemes
Responsibility Outline (Voice):
 Spearheading a team of 21 to 25 professionals entailing Team members, Senior Executives and Subject Matter Experts
 Ensure process Revenue Targets are met and there is no revenue leakage because of breach of metrics, headcount shortage
or low productivity scores
 Steering SLA adherence and strategy planning including planning individual and business targets, monitoring numbers and
achievement of overall targets on a daily, weekly & monthly basis
 Define KPI’s, evaluate actual performance, record variance and ensure that gaps in performance or quality are swiftly identified
and addressed
 Efficiently liaison with various departments including Quality, Training & Development and Recruitment.
 Supervising Operations management and communication involving addressing conflicts and performance concerns and
resolving them within the specified Turnaround Time
 Create work flows,develop communication plans for all levels in Organization and SOP’s, training plan, pilot plan, etc.
 Conducting TNI related activities for new hires and BAU population and preparing team development plans
 Drive NPS (Net Promoter Score) and enhanced customer experience
 Create monthly and quarterly p4p and incentive schemes. Worked closely with the onshore team to redesign Reward Scheme
for team managers and associates
 Handling client presentations, review calls and client relationship for seamless operations and continual business
Projects:
Mobile: +91 98990 20151  Email: asadullah.khan.com Noida, India

2. Conceptualizations / Projects:
 Debt Nursery - Conceptualized and successfully implemented a project (Debt Nursery) to aid new hires. New hires
were kept in a controlled environment and provided extra support. This helped reduce early employee turnover and
also enriched customer experience
 New Hire Sign Off Process - Created a new hire sign off process to standardize hiring process and ensure quality of
new hires.
 Leap To Win – BQ Management Program - Led a Project (Leap to win) to train process outliers. Helped improve
bottom performers through PDCA (Plan, Do, Check & Act) Approach. This further led to improvement in project SLA’s
and client experience.
 OFGEM Auto-Mail - Designed an Automated Email Sending Tool which sent auto-reminders for various scheduled
customer activities to associates on the floor thereby ensuring compliance
 PMF – Performance Management Framework – Designed performance evaluation process, PMF to provide a
structure to performance management and a more transparent & scientific mode of performance evaluation and
eventually enhance productivity
 TM Activity Calendar / Coaching Plan – Conceptualized and introduced a detailed calendar about role of a front line
manager and a coaching plan based on the principles of GROW coaching model
 Project Category Killers – Introduced this concept to drive new KPI/SLAs and ensure smooth launch. Ensured
periodic dashboards are regularly updated, KPI’s shared and regular calibration conducted to ensure continuity.
 Good 2 Great - Implemented ‘Good 2 Great’ program for British Gas to bring improvement in Call Quality & NPS (Net
Promoter Score). The project included redesigning the Hiring process, launching Master Coach concept to up-skill
team managers, quality coaches & trainers in addition to driving rigor via various team level competitions.
 Project GURUKUL - Motivated team members for self learning ( Project Gurukul) Created a an excel based interactive
tool where associates could nominate themselves for various trainings, review training description, book their training
date & seat.
 IPL & Clash of the Titans - Implemented innovative measures to drive employee engagement, motivation and SLA
Adherence. Designed 2 performance improvement inter-team competitions viz.IPL & Clash of Titans.
 PRIDE Team - Engaged peers from team (Project Pride) and other departments to generate fresh ideas and
encourage ownership.
 Project OFGEM - Established a Complaints Process (Project OFGEM) to handle customer complaints effectively.
 Handled the Pilot Batch for a new project (KYC-Know Your Customer)
 Played an active part in the introduction of the new quality sheet with close co-ordination with the client
 Handling the Pilot Batch for Complaints for the process

Selected Accomplishments:
 Awarded the Asst Manager of the Year for 2010..
 Led Customer Complaints Portfolio for British Gas (UK Client) : Improved EXL’s rank from 22nd (out of 23) to 3rd in 3
months time
 Successfully worked on 4.6 and 4.7 ESAT score for 2011-12 respectively.
 Conceptualized & conducted operational performance improvement contests- ‘Clash of the Titans’ & ‘IPL’ in 2010 & 2011
respectively
 Delivered better performance than onshore counterpart (Allied International Credit - UK) & displayed better understanding of
business dynamics. Hence, got a ramp up to dial on different outbound campaign. Gradually over a period of 5 months it has
ramped up from 42 to 86 FTE’s & 5 projects (Skip tracing, Credit balancing, business dialling, Fuel Direct and SAP CRM)
 Introduced the concept of 'TM Activity Calendar' by defining guidelines on coaching.
 Conducted an inter-house competition between outbound & inbound teams on a monthly basis performance on client KPI’s for
performance improvement.
As a Subject Matter Expert
_________________________________________________________________________________________________________
Responsibility Outline:
 Travelled to UK for implementation, training & migration of Debt Reconnection Process.
 Back-Up of the Assistant Manager for collection of process data and preparation of weekly and monthly reports pertaining to KPIs,
CTQ parameters and SLAs – both at the agent as well as process levels – to be sent to the client
As Customer Care Executive
Responsibility Outline:
 Negotiated & collected unpaid debt from the customers.
 Identified, researched and resolved customer issues.
 Researched billing issues & misapplied payments and recommended process improvements.
 Recognized, documented and alerted the supervisor around trends in customer calls.
Selected Accomplishments:
 Was awarded the Collector of the month for August 2004.
Mobile: +91 98990 20151  Email: asadullah.khan.com Noida, India

3.  Was recognized with the award of Consistent Performer for the period Dec 2005 - May2006.
As Marketing Executive
Responsibility Outline:
 Exploring the database for Credit Card Customers.
 Making inroads in the vast untapped Markets of Customers in the New Settlements and Markets.
 Increased the reached by strategically embarking on the Retail Distribution Network-- Deep Pockets.
Selected Accomplishments:
 Successfully adapted to the dual system of marketing.
 Initiated the concept of Customer Contact Salesman in the division for increased sales and awareness
As Sales Executive
_________________________________________________________________________________________________________
Responsibility Outline:
 Selling Office Solutions.
 Spares/ Maintenance / AMC.
 Organizing the System of Approach to Customers.
 Developing New Clients.
 Planning and implementing vendor control system, Client catalogue Development, Managing Routine office operations and Supply
chain. Control of Cash in-flow & Out Flow.
Selected Accomplishments:
 Successfully increased the Turn over of the company from 1.80 lacs per month to 7.5 lacs per month in August 2000.
 Added new clients to the list in the same period.
 Adapted to the new responsibilities with proven results
 Successfully initiated the concept of Customer Contact Salesman in the division for increased sales and awareness
ACADEMICS, CERTIFICATIONS & BUSINESS TRAININGS
 DNIIT from NIIT
 B.com from Bhawanipore Education Society(Calcutta University) 1999
 ASSET- Awareness on Six Sigma Elementary Training at EXL in 2008.
 Professional Excellence TTT Training at EXL
 PMS- Performance Management Skills
 FTLO- First Time Leadership Orientation
 Professional Thinking Skills
 Communication Skills
 Feedback Skills
 Business Writing Skills
 Coaching for Success
 Corporate Business Etiquettes
PERSONAL INFORMATION
Date of Birth: 26.10.1978
Permanent Address: 24 A, Syed Amir Ali Avenue Flat Number-14, Kolkata-700017
Languages Known: English, Hindi and Urdu
Mobile: +91 98990 20151  Email: asadullah.khan.com Noida, India