Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Abdul Iftakar Aleem

Rancho Cordova,USA

Summary

Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.

Overview

25
25
years of professional experience

Work History

Senior SITE Manager

Ricoh USA
06.2022 - Current
  • Engaged front-line co-workers to deliver exceptional customer service and timely delivery of services and results
  • Participated in briefings and developed effective team communications.
  • Monitored front-line co-worker interactions with customers to ensure compliance with company standards.
  • Assessed and delegated tasks to service partners, directors, leaders, and other stakeholders
  • Conducted trend analyses and led performance dialogues with co-workers to address metrics not on track.
  • Implemented standard work processes and continuous improvement initiatives across teams.
  • Provided regular coaching, feedback, and recognition to enhance front-line co-worker skills.
  • Served as subject matter expert on service procedures and performance management activities.
  • Monitored front-line behavior to ensure compliance with company guidelines and standards.
  • Led performance dialogues to review metrics and address any issues impacting team goals.
  • Developed and implemented standard work processes focused on continuous improvement.
  • Coached front-line staff on performance related to customer service and product delivery.
  • Established clear expectations for performance and safety standards with all co-workers.
  • Managed daily processes, inventory, and SLA performance for document processing activities.
  • Supervised training for over 20 employees, ensuring adherence to OSHA safety protocols.

Customer Operation Support Senior Specialist

Fidelity Information Services
02.2022 - 06.2022
  • Led personnel in managing client relationships to enhance service delivery.
  • Selected and developed staff to optimize operational efficiency.
  • Assisted in developing procedures for accurate and timely processing functions, minimizing risk exposure.
  • Communicated and resolved escalated trade issues effectively.
  • Collaborated with management structures to provide swift problem resolution for clients.
  • Supported team and clients in daily financial transaction processing activities.
  • Troubleshot system issues maintain quality service levels and ensure accurate daily operations.
  • Managed multiple teams across different shifts, prioritizing tasks efficiently.

Acting Supervisor

Franklin Templeton
10.2009 - 01.2022
  • Directed daily operations of team in absence of supervisor, guaranteeing on-time task delivery.
  • Provided staff performance assessments and collaborated on tailored improvement plans.
  • Employed strong judgment to manage project scope and prioritize effectively in dynamic settings.
  • Engaged in creation and rollout of updated policies and procedures utilizing Lean Six Sigma tools.

Customer Support Senior Specialist

Franklin Templeton
08.2000 - 01.2022
  • Documented business and content management system requirements and developed use and test cases.
  • Participated in system and UAT testing to validate implemented functionalities.
  • Created comprehensive use and test cases across multiple systems for effective validation.
  • Established subject matter expertise, taking ownership of assigned systems and functional areas.
  • Proactively identified and implemented solutions to enhance productivity and efficiency.
  • Served as liaison between business partners and technology teams to facilitate collaboration.
  • Contributed to development and implementation of policies, procedures, and system enhancements using Continuous Improvement tools.
  • Maintained databases for data collection, analysis, and reporting to management teams.

Education

Nasinu Muslim College
Fiji Islands

Skills

    Customer Service Experience

    Staff Development

    Strategic Planning

    Team Leadership

    Delegating Tasks

    Employee Engagement

    People Management

    Project Management

    Policy and Procedure Development

    Interviewing Techniques

    Budget Management

    Process Improvement

    Conflict Resolution

Languages

Hindi
Native or Bilingual
Urdu
Native or Bilingual

Timeline

Senior SITE Manager

Ricoh USA
06.2022 - Current

Customer Operation Support Senior Specialist

Fidelity Information Services
02.2022 - 06.2022

Acting Supervisor

Franklin Templeton
10.2009 - 01.2022

Customer Support Senior Specialist

Franklin Templeton
08.2000 - 01.2022

Nasinu Muslim College

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