Tokeer Ahmed has over 7 years of experience in quality assurance and training roles. He is currently a Lead - Quality & Training at Concentrix Daksh, where he is responsible for end-to-end management of quality, delivery, and training. Previously, he worked at Genpact India, where he received several awards for his leadership, quality improvements, and mentoring of new employees. He holds a Bachelor of Arts degree from the University of Delhi.

1. :E-mail tokeerahmed@gmail.com :Phone 9250063810
:Address B-22, Subhash Mohalla, North Ghonda, Delhi 110053
Concentrix Daksh November 2014 — Present
Concentrix Daksh May 2013 — November 2014
Tokeer Ahmed
Objective
Improve company performance through enhanced quality standards; deploying strong, long-term team development and
integration strategies.
Profile
Handle and resolve critical quality problems using research abilities for Google Search Marketing.
Hands-on experience with statistical data collection and quality administration.
Strong analytical skills, combined with effective communication, organizational skills and planning ability.
Managerial qualities – Time management, project leadership and team work.
Independent and self-directed – Can work with minimum supervision.
Ability to inspire people and motivate them to perform.
Work experience
Lead - Quality & Training
Responsible for End to End Management including Quality and Delivery for DVM North America for Search Marketing
Have been instrumental in designing and implementing POD Lead (Mentor) based work flow.
Handling and managing and task delegation to team of Internal Pod lead to ensure timely service delivery while exceeding
customer's expectations.
Played Pivotal role in process set up for Mobile Site Optimization Analyses for Google's European Business
Responsible for setting up End To End Search reporting for Google Australia-NewZealand
Developed internal Client Relationship and workforce management tool iOptimize/ The tool includes many added features
such as internal Knowledge Bank, Quality,Training, Workflow & Management Tools, Dashboards and Reports along with
HR, Employee Self Services, Concierge tools,
iOptimize's Knowledge bank contains process document library, Best Practices, Detailed RCAs , Case Studies and
online video and text based training.
Developed and implemented Hour Glass Tool to improve efficiency and schedule adherence and integrated it with
Google's internal productivity management tools
Responsible for Talent Acquisition, Google on boarding and basic AdWords training.
Senior Practitioner
Have been a part of pilot team for Google's Manual Reporting and Optimization process for Google's iLCS(
Tokeer Ahmed 1

2. Genpact India May 2010 — May 2013
Bachelor Of Arts — 2009
Senior Secondary — 2004
Integrated Large Customer Service) - North America & EMEA
Have Taken lead for various short term and long terms client projects that include but not limited to Digital Vendor
Marketing.
Piloted the Optimization process on behalf of Concentrix for DVM
Have helped the management to streamline the process.
Have been part of internal quality team and helped the process to achieve quality to 93% Meet Expectation in Q4
from 63% Meet Expectation in Q3.
Have designed and developed internal Quality Check mechanism to ensure full client satisfaction.
Introduced and Ran Optimization Quality News Letter for sharing optimization best practices, tips and processes.
Have been promoted as Lead - Quality & Training within 18 months of joining the organization.
Initial Job KRAs
Suggesting new keywords and campaign builds for large clients based in North America.
Optimizing the search campaigns for for under -performing and under spending accounts.
Optimization includes: Adding new keywords, writing or optimizing ad creatives, Suggesting bids and targeting.
Subject Matter Expert
Mentored the new joiners and helped them come up the learning curve with regular call listening, guidelines for
AHT management and buddying.
Handled my team in my Team Leader’s absence as a Shadow Team Leader, including taking care of swaps,
Quality and AHT performance, complaint reduction, updating the team with latest communications and updates,
checking performance in regular competencies and ensuring adherence to process SLA’s.
Helped designing and implementing customized training and development plans and process for improvement of
process Providing single stage escalation to customer on request- in compliance with regulatory requirement.
Being the final stage of escalation, responsibility included to To make sure that no complaint is escalated to
Ombudsman without best possible resolution.
Providing over the phone support regarding Product, Process and Regulatory requirement to employees across the
client’s site to ensure flawless customer service, customer satisfaction and compliance.
Awards/Achievements
Awarded the Cheers Gold Award for displaying Genpact Values and commitment to Work.
Awarded the Cheers Silver Award again for excellence for displaying exceptional leadership skills
Had an excellent track record of winning one of the highest numbers of “Employee of the Week” accolades in the
process.
showed Rapid improvement in Quality and AHT Performance of my batches with a rising graph from week to
week.
Effected in reduction of complaints for the new trainees in their academy months.
Awarded for demonstrating proficiency in Genpact Lean and Six Sigma methodology and successfully applying the
learning’s to drive Continuous Improvement.
Education
University Of Delhi
CBSE, Delhi
Tokeer Ahmed 2

3. Secandory — 2002
CBSE, Delhi
Other Trainings
Lean : Trained, Tested and Certified
Six Sigma: Yellow Belt
Google Adwords: Search Advanced Certified
Interests
Reading Books. Passionate about World Political History and about History.
Organizing history and food walks in Delhi with an aim to explore hidden and revealed anecdotes
Tokeer Ahmed 3