1. Mazhar Khan Mobile: +91 – 9833746636
E-Mail: princemazz@hotmail.com
A team manager, pursuing a challenging, rewarding and an innovative career in a creative environment,
Expertise in Overall Voice Operations Management
Location Preference: Mumbai
Key Competence and Domain Expertise:
* Operation and Delivery Management
* Social Media Management
* Quality and Training Excellence
* Change Management and Process Improvement Projects – Credit Cards Portfolio
* Business analysis - interpret and address customer needs basis data available
* Strong People Engagement Connect
* Risk and Compliance Management
Educational Qualifications:
Exam University / Board Year Class Name of the Institute
T.Y.Bcom CMJ University Oct-12 Pass CMJ
Professional Experience: 9 years, BPO Operations
Currently working for Tata Consultancy Services as an Assistant Manager.
Project:
Social Media Manager: Pharmaceutical Client (Dec 2014 to present)
Role: Social Media Analyst
Work Profile:
Social Media Management: Dec 2014 to Present
 Social Media Analysis for one of the world’s leading pharmaceutical company
 Onsite (Germany) client engagement and support to execute social media strategies
 Transition and Knowledge Transfer of brand strategies
 Develop and manage marketing engagement.
 Manage Offshore Delivery and lead the team on Issue Analysis and Brand Watch
Project:
Social Media Manager: Banking Client (Mar 2012 to present)
Role: Leading a team of 5 FTE
Work Profile:
Social Media Management: 2012 to 2015
 Partner with clients to design and execute social media strategies
 Develop and manage online marketing campaigns for clients (BFS) effectively driving brand
awareness, engagement and traffic to social media pages.
 Achieve a strong, visible social media presence and develop concepts with viral potential.
Continuously monitor online public relations and ensure the success of client programs.
 Assess social media marketing strategies to determine rate of return. Identify and tap into new
channels to optimize ROI and fuel revenue growth.

2. Project:
Sunshine – US Credit Cards - Banking Customer Service and Sales (Feb 2006 to Mar 2013)
Role: Leading a team of 25 FTE
Work Profile:
Strategic Planning & Management:
 Formulating Internal Operational goals and developing business plans for the achievement of
these goals.
 Setting up and managing operations to achieve business objectives and ensure profitability.
 Identifying, analyzing and updating the top management about the Operational Progress.
Customer Service, Upselling & Operations Management:
 Implementing customer service strategy in day to day operations, with a view to enhancing
customer experience.
 Ensure sustaining efforts towards reduction in complaints from clients.
 Ensuring productivity targets are being fulfilled in line with the requirements of the Business and
the onshore SLA as agreed upon.
 Handling the daily work force management, SLA tracking, audit adherence, escalations
 Ensuring sufficient level of contingency to ensure that individuals with recurring quality issues
are assisted in line with the organization’s policies
 Managing and Exceeding Sales targets for the unit thereby leading to productivity gains for the
Project
 Revenue Improvisation basis optimization of Offer and Conversion ratio for the team, without
any impact to the Service deliverables
Client Servicing:
 Identifying improvement areas based on client feedbacks & implementing effective measures to
maximize customer satisfaction.
 Ensuring continuous interaction with the customer to make sure that area of concern can be
worked upon for improved service levels.
 Assisting the customers on account related queries and in terms of account maintenance.
 Ensuring Client Satisfaction by meeting Deadlines and Goals on all Operational Aspects at the
same time negotiating a profitable equation to ensure Stakeholder interests and revenue
generation.
Team Management:
 Conducting performance appraisals to ensure effective motivation of the team members.
 Identifying potential areas for grooming Team Members through regular assessments and
mentoring the new hires.
 Implementing call monitoring/ calibrations for quality control and ensuring that the quality and
services parameters are met at all levels.
Quality/ Training:
 Conducting continuous audits on reports to ensure compliance and sound functioning of the
process. Ensuring the teams adhere to all the quality tool / procedures and maintain the SLA’s.
 Actively participating in execution of quality improvements projects for continual improvements.
Conducting all mandatory training across staff within the team.
 Facilitated and supported quality initiatives to keep pace with emerging business compliance
requirements

3. Accolades:
 Best team in Sales and Sales compliance for 2011 and 2012
 Nominated for Best Team Leader for Q2 2011 for C-sat.
 Nominated as HI – POT employee.
Projects:
 Sales and compliance refreshers conducted on a site level.
 Project on NPS
 Currently Deployed to a Social Media Operations Project with a leading Indian Bank.
Key functional responsibility:
o Transition Management from Operations perspective
o Training and Quality Process Set up
o Operational and Performance Management
o Key Study of Social Media and Market Updates
o Contribution towards Statistical and Analytical reports on Social Media
Worked with Fronttrack Mkt Pvt Ltd as a Team Leader for Outbound Sales project
Tenure: Jan 2004 – Feb 2006
Profile : Team Lead, Managing a team of 20 associates.
• Outbound Telemarketing Campaign
• Transaction Monitoring
• Tracking Sales and Sales compliance for the site
PERSONAL DETAILS:
Date of Birth : 9th Dec 1981
Nationality : Indian
Marital Status : Married
Address : 432/23, Sir J.J Road, Opp J.J Hospital, Byculla, Mumbai