Shahnawaz Khan
Pune
Summary
Results-driven Sales & Customer Experience Leader with over 14+ years of experience in the telecom call center industry, managing inbound and outbound teams for 3 UK. Proven track record in sales achievement, customer satisfaction (NPS & CES), and team performance, with a strong focus on compliance, process improvement, and handling vulnerable customers. Recognized for leadership and excellence through multiple awards, including Best Team Leader (4 consecutive quarters), People’s Manager of the Year 2024, Outstanding Performance (international trip to Turkey), and MEX Award 2019. Skilled in coaching, mentoring, client management, and driving operational efficiency to deliver exceptional results.
Overview
15
15
years of professional experience
Work History
Team Leader, Sales Operations
Tech Mahindra Business LTd
Pune
04.2022 - 11.2025
- Led and managed inbound and outbound sales teams, making sure sales and service goals were met.
- Built good relationships with clients and acted as the main contact for updates and feedback.
- Worked on improving customer satisfaction, NPS (Net Promoter Score), and CES (Customer Experience Score) by coaching the team and fixing service gaps.
- Made sure the team followed company rules, telecom regulations, and quality standards.
- Supported customers with accessibility needs or those considered vulnerable, ensuring fair and respectful service.
- Trained and coached team members to improve sales skills, compliance, and customer handling.
- Reviewed sales numbers, NPS/CES results, and call reports to find issues and make improvements.
- Helped run marketing campaigns and client projects, making sure sales efforts matched business needs.
- Kept the team motivated with incentives, recognition, and growth opportunities.
- Managed team schedules and daily operations to keep performance and service levels on track.
Sr Customer Relations Executive
Tech Mahindra Business Service
Pune
07.2013 - 04.2022
- Acted as the go-to expert for complex customer queries, processes, and product knowledge.
- Supported team members by providing guidance, coaching, and on-the-spot assistance during live calls.
- Handled customer escalations and resolved issues that frontline agents could not manage.
- Conducted quality checks on calls, and provided feedback to improve service standards.
- Helped in training new hires and upskilling existing team members on processes, systems, and customer handling.
- Shared best practices and updates from management with the team to ensure knowledge consistency.
- Monitored NPS, CES, and customer feedback to suggest improvements in processes and service delivery.
- Worked closely with team leaders and managers to bridge gaps between the operations floor and management.
- Assisted in creating scripts, FAQs, and knowledge base content to improve first-call resolution.
- Ensured compliance with company policies, data security, and regulatory requirements.
Customer Relations Executive
3 global Services
PUNE
04.2011 - 07.2013
- Handled inbound and outbound customer calls, providing information on mobile plans, devices, and value-added services.
- Delivered a strong customer experience by understanding needs, recommending the right solutions, and resolving queries.
- Consistently achieved and exceeded sales targets through upselling, cross-selling, and customer retention strategies.
- Assisted customers with billing, payments, upgrades, and account management, ensuring accuracy and satisfaction.
- Maintained a high NPS (Net Promoter Score) by focusing on first-call resolution and service quality.
- Ensured all interactions were compliant with company policies, data protection, and telecom regulations.
- Updated customer records in CRM systems, and provided accurate reports for tracking KPIs and performance metrics.
- Worked with team members and supervisors to share best practices, and feedback for continuous improvement.
Education
Bachelor of Commerce - Commerce
Poona College of Art Science & Commerce
Pune07-2011
Skills
Customer Relationship Management
Client Communication & Client Support
Team Leadership & Team Motivation
Performance Monitoring & Reporting
Key Performance Indicators (KPI) Management
Training & Development
Coaching & Mentoring
Data Analysis & Reporting
Goal Setting & Performance Improvement
Process Improvement
Team Operations Management
Accomplishments
- Best Team Leader Award (4 Consecutive Quarters) – Recognized for consistently achieving sales targets, delivering high NPS scores, and leading top-performing teams.
- People’s Manager of the Year 2024 – Awarded for lowest attrition in the sales team, demonstrating strong leadership, engagement, and team retention.
- Outstanding Performance Award – Won an international trip to Turkey, sponsored by the company, for exceptional results in commercial sales and customer experience.
- MEX Award (Most Enjoyable Experience) 2019 – Recognized for delivering an outstanding customer experience and ensuring high satisfaction.
- Top Sales Advisor Recognition – Ranked among the top 5 advisors for conversions, upselling, and customer satisfaction.
- Star Performer Award – Honored for maintaining the highest NPS and CES scores while exceeding sales and service KPIs.
- Customer Champion Award – Acknowledged for exemplary handling of escalated and vulnerable customers, ensuring compliance and trust.
- Training & Mentorship Recognition – Praised for coaching new hires and peers, boosting team efficiency and reducing errors.
Languages
- English
- Hindi
- Marathi
Timeline
Team Leader, Sales Operations
Tech Mahindra Business LTd
04.2022 - 11.2025
Sr Customer Relations Executive
Tech Mahindra Business Service
07.2013 - 04.2022
Customer Relations Executive
3 global Services
04.2011 - 07.2013
Bachelor of Commerce - Commerce
Poona College of Art Science & Commerce