SYED KHAYAM HUSSAIN

Service-oriented Associate Manager with commitment to excellence and more than 17 years of experience. Effective collaborator promoting great Leadership and analytical skills. Proven history of efficiency and reliability.

• 2008 - 2010, Sr. Technical Support Associate, Full time inbound calling
• 2011 - 2012, Floor Walker, Providing real time support to associates on calls and helping them in meeting targets.
• 2012 - 2018, Sr. Associate Quality/Compliance, Maintain process Vigilance Audit calls to Identify any non-compliance or Zero Tolerance To ensure 100% compliance in meeting SOW Take action as per Zero Tolerance Policy Enable/disable restrictions for end users Working with technicians team to ensure all user policies are up to date as per client requirement Perform surprise Audits on random work stations.
• 2018 - 2020, Associate Team Lead - Verizon FiOS, Handled a Team of 15 Members Supervised Inbound and Outbound calls to ensure they followed process and meet Quality Standards as per Statement of Work. Did Dip-checks listening in on calls to make sure 100% compliance Set goals and Focus for each associate individually Motivate team to meet monthly goals and beat other teams in the Center Monitoring each and every metrics of individuals and team month on month Coached outliers on weekly basis Prepare Documented Action Plan with Step targets for the outliers Interviewed candidates for the similar role
• 2020 - 2023, Associate Manager - Verizon FiOS, Strong stakeholder management (internal and external) Preparing presentations on Weekly and Monthly Business Reviews Conducting internal meetings with Team Leads to strategies and plan Solutions-focused approach to problem solving Ability to lead, coach, and develop a Team Process Improvement suggestions to save revenue Loss Managing and Planning on Work Schedule and Forecast Focusing on Penalty and Bonus attached metrics

• Date of Birth: 02/25/88
• Gender: Male
• Nationality: Indian
• Marital Status: Married