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Syed NajeebAhmed
Hyderabad, India

Syed Najeeb Ahmed

Operations Leader | Customer Experience & Team Performance

Progressed through multiple leadership roles by consistently delivering measurable business outcomes, coaching high-performing teams, and improving operational efficiency.

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Leadership Dashboard

Operational impact, at a glance

Every figure below is drawn directly from documented roles and initiatives — no projections, no estimates beyond what was recorded.

Years of Experience

0+

Golden Gate UAE (2016) through Best Buy via 24/7.ai (2026), net of a bereavement career break.

Associates Led

0

Team size as Launchpad Team Manager (Interim), Amazon — 15 to 25 associates.

Customer Rating Improvement

0%

Customer Experience Recovery Pilot — approximate improvement, Amazon device ratings.

Repeat Contact Reduction

0%

Repeat Contact Reduction initiative — Hyderabad site.

Handle Time Improvement

-0 min

Average Handle Time reduced 2–3 minutes per coached associate, quality maintained.

Enterprise Employers

0

Golden Gate Engineering Consultants (UAE), Amazon, Best Buy (via 24/7.ai).

Career Journey

From engineering drawings to operations leadership

A decade-spanning path across architecture, technical support, and team management — expand any role for the full story.

    • Assisted customers with a wide range of consumer electronics and home products.
    • Converted product availability inquiries into consultative sales opportunities.
    • Recommended suitable products based on customer needs.
    • Demonstrated strong product knowledge across multiple categories.
    • Delivered exceptional customer experiences through empathy and consultative communication.
    • Balanced sales objectives with customer satisfaction.
    • Maintained strong performance across sales and operational metrics.

Leadership Experience

Leading through clarity, coaching, and accountability

Leadership is about enabling people to perform at their highest potential through clarity, coaching, accountability, empathy, and continuous improvement. Strong operational performance is achieved by combining data-driven decision-making with genuine investment in employee development and customer experience.

01

People Leadership

Leading teams of up to 25 associates through daily huddles, coaching, and performance segmentation.

02

Coaching

Regular one-on-one coaching sessions tied directly to operational metrics and behavior change.

03

Performance Reviews

Daily, weekly, and monthly operational reviews presented to stakeholders.

04

Operational Excellence

Continuous process optimization across support, sales, and CRM workflows.

05

Stakeholder Management

Collaboration across multiple stakeholders during CRM migration and site initiatives.

06

Employee Engagement

Maintained engagement alongside customer satisfaction across shifting team compositions.

07

Customer Satisfaction

Balanced sales and support objectives with consistent customer experience outcomes.

08

Decision Making

Data-informed decisions drawn from Tableau and Power BI operational reporting.

Concession Abuse Prevention Team

Approximately 6 Months
Performance monitoringDeep-dive investigationsCoaching using operational insightsTrend identificationRoot cause analysisBusiness reportingPerformance improvement planning

Technical Support Operations Team

Approximately 6 Months
Daily operational managementPerformance coachingEscalation handlingEmployee engagementCustomer satisfaction improvementStakeholder communicationTeam performance reviews
Business Impact

Measurable outcomes, not just responsibilities

Four initiatives, each broken down from the challenge through the documented business outcome.

Customer Experience Recovery Pilot

Challenge
A pilot initiative targeted customers who had submitted poor ratings for Amazon devices, putting device satisfaction scores at risk.
Approach
Proactively reached out to dissatisfied customers to diagnose the true source of frustration rather than treating each contact as a one-off ticket.
Actions
  • Contacted dissatisfied customers directly.
  • Identified root causes behind negative experiences.
  • Provided technical resolutions.
  • Restored customer confidence.

~35–40% improvement in customer ratings

Improved customer experience and rebuilt trust with previously dissatisfied customers.

Repeat Contact Reduction

Challenge
The Hyderabad site was seeing a high rate of customers contacting support multiple times for the same underlying issue.
Approach
Analyzed customer interaction trends to find the recurring patterns driving repeat contacts, then closed the gap through associate coaching.
Actions
  • Analyzed customer interaction trends.
  • Identified recurring customer issues.
  • Provided targeted coaching to frontline associates.

~15% reduction in repeat contact rate (Hyderabad site)

Fewer customers needed to reach out more than once to resolve the same issue.

Average Handle Time Improvement

Challenge
Longer-than-necessary call durations were reducing team capacity without improving service quality.
Approach
Delivered focused, one-on-one coaching sessions targeting troubleshooting technique and call-flow efficiency.
Actions
  • Delivered focused coaching sessions.
  • Improved troubleshooting approaches.
  • Optimized call flow efficiency.

Average Handle Time reduced by 2–3 minutes per coached associate

Coached associates resolved issues faster without sacrificing service quality.

Enterprise CRM Migration

Challenge
The team needed to transition to a new CRM platform without disrupting daily operations.
Approach
Combined hands-on learning of the new workflows with structured coaching to bring the wider team along.
Actions
  • Learned new CRM workflows firsthand.
  • Coached team members through the transition.
  • Supported the operational transition.
  • Improved adoption across teams.

Improved team-wide CRM adoption

Contributed to the successful adoption of the new CRM platform across the team.

AI & Innovation

Responsible AI as an operations force multiplier

Modern AI, used responsibly, is a force multiplier for operational teams — not a replacement for judgment, compliance, or customer trust.

Knowledge Management

Organizing operational knowledge so teams find accurate answers faster.

Documentation

AI-assisted documentation automation that keeps SOPs current and consistent.

Meeting Summaries

Turning operational reviews and huddles into clear, actionable summaries.

Training Assistance

Building training content that accelerates onboarding for new associates.

Workflow Automation

Automating repetitive, non-sensitive operational tasks to free up coaching time.

Operational Reporting

Supporting dashboard interpretation and trend analysis, not replacing it.

Prompt Engineering

Applying structured prompting to get consistent, useful outputs from AI tools.

Decision Support

Using AI to surface insights faster while keeping accountability with people.

Confidential customer data is never handled through public AI systems. AI use stays within enterprise compliance and organizational security standards.

Skills

Capabilities across leadership, analytics, and AI

Grouped by function — select a category to explore.

Team ManagementPerformance CoachingStakeholder ManagementEmployee EngagementDecision MakingWorkforce Planning

Additional Learning

  • AutoCAD
  • Autodesk 3ds Max
  • AI Prompt Engineering
  • Modern AI Productivity Tools
  • Workflow Automation Concepts

Professional Strengths

Operations Leadership · Coaching & Mentoring · Business Communication · Customer Experience · Escalation Management · Data Interpretation · Process Improvement · Team Development · Operational Reporting · Cross-functional Collaboration · Analytical Thinking · Continuous Learning · Adaptability · AI-driven Productivity

Education

Foundation

Diploma in Civil Engineering

Karnataka Board of Technical Education

Graduated: 2013

Secondary School

Royal Oxford School, Chittapur, Karnataka

Completed: 2009

Contact

Let's talk about your team's next chapter

Open to operations leadership, customer experience, and team management opportunities.

Phone

+91 9542111152

Email

syednjb26@gmail.com

Location

Hyderabad, India

LinkedIn

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Download Resume
"I believe exceptional operations are built by empowering people, understanding data, embracing technology responsibly, and continuously improving the customer experience. My goal is to build high-performing teams that consistently deliver measurable business outcomes while leveraging modern AI tools to work smarter, faster, and more effectively."