Syed Hussaini
Operations Management
Pickering,ON
Summary
Dynamic and results-driven professional with a proven track record of success in operations management, customer experience, and business strategy across diverse verticals, including DaaS, grocery delivery, and EV rentals. With over five years of progressive experience, I have consistently demonstrated adaptability, cross-functional collaboration, and a data-driven approach to optimize operational efficiency, drive cost savings, and enhance customer satisfaction.
Key achievements include spearheading regional expansions, negotiating high-value vendor contracts, and successfully onboarding high-profile clients like Walmart. I thrive in fast-paced environments where strategic thinking and innovation are crucial, as evidenced by implementing AI-driven routing systems and advancing sustainability initiatives by transitioning fleets to electric vehicles.
A natural leader and mentor, I have led diverse teams, fostering a high-performance culture that consistently surpasses targets. Passionate about aligning operational excellence with organizational goals, I excel in turning challenges into opportunities and delivering measurable results that drive growth and scalability.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Facedrive INC.
Scarborough, ON
10.2019 - 03.2020
- Onboarded over 1,000 users by managing end-to-end account creation, including document collection, verification, and approval processes, ensuring a 98% compliance rate with company standards.
- Conducted detailed background checks on prospective users, enhancing platform safety and maintaining a 95% user approval accuracy.
- Maintained a 95% average CSAT score, consistently exceeding the department goal of 90%, by actively listening to customer needs and resolving issues promptly.
- Reduced Average Handling Time (AHT) by 31% (from 8 minutes to 5.5 minutes) through a structured problem-solving approach, increasing team efficiency by 20%.
- Improved First Call Resolution (FCR) by 15% within six months, reducing repeat customer interactions and boosting overall satisfaction.
- Consistently achieved a 97% Quality Assurance (QA) score, ensuring adherence to company protocols and delivering superior customer experiences.
Customer Success Specialist
Facedrive INC.
Scarborough, ON
04.2020 - 09.2020
- Promoted based on outstanding performance and successfully reduced customer complaints by 20%, utilizing advanced de-escalation techniques and proactive issue resolution.
- Managed customer engagement across multiple business verticals, maintaining a 92% customer retention rate, surpassing company targets by 10%.
- Optimized onboarding processes, achieving a 98% onboarding completion rate and reducing the Time to Value from 30 to 20 days by introducing tailored training sessions and user-friendly materials.
- Proactively monitored account health metrics, maintaining an average Customer Health Score of 85%, and implemented early intervention strategies to prevent churn.
- Collaborated with cross-functional teams, providing quality improvement feedback to app development teams, resulting in a 15% improvement in app usability scores.
Operations Coordinator
STEER TECHNOLOGIES INC.
TORONTO, ON
05.2020 - 05.2021
- Transitioned into operations, showcasing cross-functional adaptability by overseeing the day-to-day management of the company’s DaaS offerings, including rideshare, goods delivery, and last-mile services.
- Ensured 100% compliance with licensing, insurance, and background check requirements for drivers, onboarding over 500 drivers during the tenure.
- Improved on-time delivery rates to 98% by leveraging technology for real-time dispatch and efficient task assignments.
- Achieved a 20% reduction in average delivery times, increasing operational efficiency and customer satisfaction.
- Enhanced driver retention rates to 85% by introducing targeted engagement initiatives and support systems.
- Provided actionable insights to senior management by analyzing operational data and presenting performance reports, driving decision-making processes.
Senior Operations Coordinator
STEER TECHNOLOGIES INC.
TORONTO, ON
06.2021 - 09.2022
- Promoted to lead a team of 6+ coordinators, providing mentorship, performance feedback, and strategic direction to ensure seamless operations.
- Spearheaded a regional expansion project into five new cities, onboarding over 500 drivers and achieving 95% of operational readiness goals within six months.
- Achieved a $500,000 annual cost savings by renegotiating fuel supplier contracts and optimizing vehicle pooling systems.
- Designed and implemented recognition programs, achieving a 4.5/5 team engagement score and improving staff productivity.
- Successfully conducted and managed multiple audits, including CRA, Ministry of Labour, and internal compliance checks, with a 100% pass rate.
- Improved collaboration efficiency across departments, completing 90% of cross-functional projects within targeted timelines.
Regional Operations Coordinator
STEER TECHNOLOGIES INC.
TORONTO, ON
10.2022 - 12.2023
- Oversaw operations for the Ontario region, ensuring performance across all hubs aligned with organizational goals and local market requirements.
- Directed the launch of three new operational hubs, achieving readiness within 60 days and meeting 95% performance benchmarks.
- Negotiated regional vendor contracts, resulting in a $250,000 annual cost reduction while maintaining service quality.
- Monitored and analyzed key regional metrics, such as revenue growth, cost efficiency, and customer satisfaction, presenting actionable insights to senior leadership.
- Collaborated closely with the Regional Manager to implement strategies that drove 25% year-over-year regional revenue growth.
Business Operations Lead
STEER TECHNOLOGIES INC.
Toronto, ON
01.2024 - Current
- Transitioned into a strategic leadership role overseeing multiple verticals, including DaaS, Grocery Delivery, and EV Rentals, ensuring cohesive operations and alignment with business objectives.
- Played a pivotal role in onboarding Walmart as a key grocery delivery client, expanding operations to cover a major portion of the GTA, and achieving 95% operational readiness across new locations.
- Managed a fleet of EVs, reducing downtime by 15% through advanced tracking systems and proactive maintenance, while increasing customer adoption rates by 20%.
- Drove cross-vertical synergies, such as integrating EV rentals with last-mile delivery operations, leading to 10% cost savings across shared resources.
- Spearheaded technological innovations, including AI-driven routing for grocery delivery, reducing delivery times by 20% and enhancing customer satisfaction.
- Established a sustainability roadmap, transitioning 30% of the fleet to EVs, aligning with green initiatives, and improving the company’s eco-friendly reputation.
Education
PGD - Quality Management
Lambton College
Toronto, ON08.2023
Bachelor of Engineering - Mechanical Engineering
Jawaharlal University
Hyderabad, India05.2018
Skills
- C, C
- Python
- MATLAB
- CAPL
- Windows
- UNIX
- Microsoft Office Package: Word, Excel, Access, PowerPoint, Publisher
Additional Information
- Organized and conducted Acumen ECE 18, a technical symposium, 2018
- Member of editorial team for ECE department magazine i.e., “Newton's Apple,” 2016-18
- Student organizer for 11th international ELTAI (English Language Teachers' Association India) conference, 2016
Sports
- Cricket: First place in the inter division cricket championship meet, January 2020
Timeline
Business Operations Lead
STEER TECHNOLOGIES INC.
01.2024 - Current
Regional Operations Coordinator
STEER TECHNOLOGIES INC.
10.2022 - 12.2023
Senior Operations Coordinator
STEER TECHNOLOGIES INC.
06.2021 - 09.2022
Operations Coordinator
STEER TECHNOLOGIES INC.
05.2020 - 05.2021
Customer Success Specialist
Facedrive INC.
04.2020 - 09.2020
Customer Service Representative
Facedrive INC.
10.2019 - 03.2020
PGD - Quality Management
Lambton College
Bachelor of Engineering - Mechanical Engineering
Jawaharlal University
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