Aejaz Hussain
McAllen
Summary
Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in leadership development. A highly accomplished leader with 25+ years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
Work History
Director of Operations
T-Mobile
11.2019 - Current
- Direct a team of 900+ employees overseeing daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- #1 Ranking Call Center in T-Mobile on the Un-Carrier Leader Board in 2022 & 2023.
- Oversee day-to-day production activities in accordance with business objectives. Develop systems and procedures to improve operational quality and team efficiency.
- Oversee successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Conduct regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Mentor and coached team members to foster productive and engaging work environment.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Lowest employee attrition in the nation 4 years in a row achieving
SENIOR MANAGER
T-Mobile
08.2018 - 11.2019
- Directed the OC/LA market, the largest in the Salem CEC, overseeing 7 managers and a total of 315 team members
- Implemented a new Talent Strategy by introducing the 'Hire to Community', resulting in a 33% reduction in new hire attrition year-over-year
- Increased Customer Satisfaction Excellence by achieving a significant Year-over-Year (YoY) increase in Site NPS from 68.82 in 2018 to 73.37 in 2019, reflecting improved customer satisfaction and loyalty
- Improved Financial Performance with a 32% increase in Activations (AAL) in 2019 compared to 2018, contributing an additional $2.27 million in IP on the P&L
- Regional Leadership: Played a pivotal role in the West Region THRIVE Steering Committee, facilitating the implementation of a national training model through effective cross-functional partnerships
- Enhanced Global Partnership in my role as a Sr Manager of Red Hat Support, led the successful launch of the Salem-Vertis North global partnership in the Philippines, enhancing international collaboration and support.
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
DISTRICT MANAGER
T-Mobile
03.2016 - 07.2018
- Turnaround Success story by transforming a bottom-performing district to rank in the Top 15% nationwide and #2 in the Houston market within 9 months
- Supervised 15 locations to enforce high-quality standards of operation.
- Increased Sales Growth by achieving the distinction of being the only district in Houston to double 2015 TFB sales in 2016
- Acted as a Leadership Development Program (LDP)Mentor in 2016 and 2017, fostering the growth and development of emerging leaders.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
REGIONAL SMALL BUSINESS MANAGER
T-Mobile
01.2015 - 02.2016
- Drove key initiatives for Retail @Work sales, enhancing traffic conversion, B2B lead generation, and appointment setting
- Provided robust operational support, including reporting and analysis, training, and process management, to execute T-Mobile's strategic initiatives
- Increased SMB activations. % of post paid activations went from 1.8% to 13.4% and TFB conversion from 0.11% to 0.67%
- Managed day-to-day operations, ensuring smooth workflow and efficient resource allocation across all areas of the business.
- Accelerated ME participation to 85%, significantly boosting engagement and results.
DISTRICT MANAGER
T-Mobile
06.2008 - 01.2015
- Supervised 16 Retail locations to enforce high-quality standards of operation.
- Consistent Growth: Achieved over 20% increases in sales and revenue Year-Over-Year for six consecutive years
- National Ranking: Ranked in the top 10 nationally in 2014 and secured the #1 regional rank
- Regional Leadership: Consistently ranked #1 in the region and in the Top 25% nationally in 2009, 2010, and 2011
- Mentorship: Served as a Regional Leadership Development Program Mentor in 2009, 2011, and 2012, guiding and developing future leaders within the organization.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
Education
Bachelor of Science - Physics
University of Mumbai
Mumbai, India01.1993
Commercial Pilot -
Acme School of Aeronautics
01.1990
Skills
- Call Center and Retail Operations
- Leadership and Team Management
- Strategic Planning
- Customer Relations and Experience Excellence
- Financial Acumen
- Project Management
- Strategic planning and execution
- Operations Efficiency and Oversight
- Staff training and development
- Performance metrics analysis
- Budget management and cost reduction
- Quality assurance and improvement
Websites
Accomplishments
PEAK Award Winner 2022
PEAK Award Winner 2014
PEAK Award Winner 2009
Awards
- PEAK Award Recipient 2022
- PEAK Award Recipient 2014
- PEAK Award Recipient 2009
Languages
Urdu
Professional Working
Hindi
Professional Working
Timeline
Director of Operations
T-Mobile
11.2019 - Current
SENIOR MANAGER
T-Mobile
08.2018 - 11.2019
DISTRICT MANAGER
T-Mobile
03.2016 - 07.2018
REGIONAL SMALL BUSINESS MANAGER
T-Mobile
01.2015 - 02.2016
DISTRICT MANAGER
T-Mobile
06.2008 - 01.2015
Bachelor of Science - Physics
University of Mumbai
Commercial Pilot -
Acme School of Aeronautics