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MEHMOOD SHAIKH
BCom, Prince2®(pursuing)
Mira Road, Mumbai
M-9820110662
Summary:
10+ years of experience in MIS, Reporting Analytics, Billing, Revenue Assurance, Process re-
engineering & Automation, Compliance, Insurance, Fraud & Security, Internal Audit & people
management with zeal for mutual growth of self & organization.
Areas of Expertise:
 Process Re-engineering & Automation to maximize output
 Excellent knowledge of Excel, MS-Office, Visio
 Reporting & Dashboards
 Project Management
 People Management
 Customer Management
Work Experience:
 TechMahindra Business Services (Nov’2003 to Feb’2016)
Previously known as Hutchison 3Global services providing end to end services to 3 UK mobile
customers with head office in UK Maidenhead
Designation: Team Leader (Sr. Executive)
Internal Audit – Handling team of 12 DR’s which deals in auditing of upgrades done by contact center.
 Ensure process compliance of the upgrades done by retention teams
 Manage daily performance & monitor KPI’s like Efficiency, APT, Quality, Dispute, Error%, etc
and carry out weekly conversations to ensure targets are met.
 Coach and guide team members on their goal achievements and formulate development plans.
 Manage roster for entire skillset across sites (Mum/Pun) ensuring adequate staffing by planning
leaves & maintaining buffer to try and accommodate unplanned if any ensuring smooth
functioning of skillset.
 Conduct weekly performance reviews, monthly MBRs, Inter-departmental meets with Process &
Change and Operations.
 Plan and execute ad-hoc activities and events to keep the team highly engaged & motivated to
ensure performance at par.
 Organize quarterly reward & recognition activity to appreciate the performers & motivate the
aspirants.
Designation: Team Coach (Executive)
Insurance India – Handled a team of 7 DR’s looking after end to end process of customer’s device
insurance
 Had re-engineered and automated Insurance process in areas of mundane tasks, thus reducing
the team size to from 7 members to 2 saving cost of 5 FTE’s.
 Also on similar grounds automated COTI-AHR process of device tracking & letters to customer,
thus reducing the team size again from 7 members to 3 saving cost of 4 FTE’s.

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Other prior tasks as sole performer
 Fraud & Security 3TRAX – A day long activity, automated & converted to mere 15 minutes, thus
saving cost of 1 FTE.
 Fraud & Security Upgrade reversal – 2 man day activity automated to half day activity saving
cost of 1.5 FTE.
 Compliance - Maintaining daily dashboard followed by publishing analysis with graphical
trending to all heads of sales channels in UK. Discussing the insights in weekly voice & video
conference calls with UK Compliance team
 Revenue Assurance – As Revenue Assurance Analyst reconciling Voice, SMS & Data services
between different platforms like Network HLR, Billing & Dialogue data (Print data) on bulk
consumer base at bill cycle level followed by bi-weekly video conference call with UK RA team.
 Internal-Sims - Managed end to end process for 3 UK test/demo & employee SIMs, with close
monitoring of high usage accounts in terms of fair use policy.
 Billing Process – As Billing Analyst perform Root Cause analysis of complaints on billing issues
providing resolution with reworking of bills. Bulk Package changes & VAS activation/deactivation,
application of charges on bulk accounts all using automated Tango scripts.
Highlights & Achievements
 Travelled for a business visit to UK resulting in migration of Compliance process for
monitoring all sales channels.
 Carried out end to end Compliance MSA documentation for all areas achieving "I Made A
Difference" award for the same.
 Essayed the role for key processes like Compliance, Insurance, COTI AHR, etc.
 Managed direct client communication on emails, voice & video calls with stakeholders in
UK.
 Created different need based Business Objects v6.5 report templates, Excel templates &
Mail-merge documents for task automation & optimization.
 Created & reviewed SOPs and work instructions for various processes and automations.
 TATA Teleservices (April 2000 to October 2003)
Previously known as Hughes Telecom, it was the first MNC to provide private telecom services in India in
Landline service eventually taken over by Tata as Tata Teleservices expanding its operations in mobile
telephony as well.
Designation: Sr. Customer Service Executive – Billing & Modifications
 Responsible for customer relationship management and achievement of set TAT for refunds and
cancellation issues.
 Managed effective client retention by providing usage related & effective solutions. Handled
escalated cases w.r.t. Billing issues & Churn dept.
 Drive collections involving close interaction with collection agencies & customers with personal
visits.
 Prepared ISO documents for Tata process, was also a member of ISO process audit.
 Handled Quality audit for customer care & MIS reports of the team.

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Qualification/Certifications:
Qualification
 B.Com graduate from K.C. College, Chruchgate, Mumbai University
Certifications and Trainings:
 Pursuing Prince2®(Foundation & Practitioner)
 Diploma in Information & System Management (DISM), APTECH
 Customer Service e-CRM Certification & Algonquin US, Karrox Technologies Ltd
 Six Sigma Yellow Belt Tech Mahindra
 Advanced PowerPoint Tech Mahindra
Personal Details:
 Permanent Add : Eden Rose, Kanakia Beverly Park, Mira Road-E
 Mobile : +91 9820 110 662,
 Skype : mehmood3012
 Email : sendmdemail@gmail.com
 Linkedi : https://in.linkedin.com/pub/mehmood-shaikh/63/1a5/3a2
 Date of Birth : 30th December 1974
 Languages Known : English, Hindi & Marathi
 Marital Status : Married
 Passport : K8942470
 Travelling : Desirable
Other Significant Activities:
 Treasurer of my society
 Active participant in event managements
 Volunteered in Greenpeace activities
 Gym & Sports
References:
 Available on request
I hereby declare that all the information given above is true to my knowledge.
M.D. SHAIKH