Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Awards & Accolades
Timeline
Generic
FARAZ KHAN

FARAZ KHAN

Change Manager
Mumbai

Summary

Change management professional prepared for this role, bringing solid experience in driving organizational transformations. Skilled in strategic planning, process optimization, and stakeholder engagement. Known for fostering teamwork and achieving tangible results, adaptable to evolving needs and challenges. Strong communicator with focus on collaboration and problem-solving.

Overview

16
16
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
3
3
Languages

Work History

Change Manager

Ernst & Young LLC
12.2024 - Current
  • Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
  • Led teams through complex transformations, providing guidance and support throughout the process.
  • Partnered with business teams to understand needs and mitigate potential problems.
  • Facilitated workshops and training sessions to equip staff members with tools necessary for successful adaptation during periods of transition.

Change Manager

Capgemini
04.2023 - 11.2024
  • Reduced resistance to change by employing empathetic communication and understanding the concerns of employees affected.
  • Implemented change strategies by identifying areas for improvement and developing comprehensive plans.
  • Collaborated with senior leaders to align change initiatives with strategic objectives.
  • Built strong relationships with stakeholders at all levels, promoting a collaborative approach to managing change projects.

Change Management Consultant

TECH MAHINDRA BUSINESS SERVICES
02.2019 - 03.2023
  • Identified and resolved process issues to drive optimal workflow and business growth , reduced Contact Center complaints by 15% and increasing sales by 10%
  • Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes and hence ensuring higher upselling numbers
  • Built support for change throughout business unit through direct outreach strategies
  • Conducted training and applied change management to achieve desired outcomes
  • Developed solutions to address complex issues and operational gaps
  • Designed processes and systems supporting business needs before, during and after transitions
  • Developed standard operating procedures and document workflows to drive current and future processes
  • Partnered with business teams to understand needs and mitigate potential problems
  • Implemented continuous improvement metrics to streamline workflows and reduce waste
  • Offered data-driven recommendations to align company strategies and process improvement initiatives

Quality Leader

TECH MAHINDRA BUSINESS SERVICES
01.2017 - 01.2019
  • Updated quality control standards, methods and procedures to meet compliance requirements reducing compliance errors by 7%
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction
  • Fostered cooperative, positive working environment for team by encouraging brainstorming of ideas
  • Reassessed quality control measures at systemic level to proactively identify non-conformance
  • Managed different areas of Business viz. Retention, Collections, Customer Care and Complaints
  • Provided key insights to stakeholders to improve efficiency and boost performance

Customer Retention Executive

TECH MAHINDRA BUSINESS SERVICES
11.2013 - 12.2016
  • Identified and assessed customer's needs quickly and accurately
  • Recorded details of conversations, complaints and actions taken in CRM
  • Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs
  • Surpassed sales targets by 20% consistently and maintained solid rankings

Senior Sales Associate

TATA CONSULTANCY SERVICES
04.2009 - 10.2013
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Answered 120 calls per day for product and service questions, suggesting other offerings to attract potential customers
  • Responded to customer requests for products, services and company information
  • Educated customers about billing, payment processing and support policies and procedures
  • Mentored new personnel regarding company operations, policies and services

Education

MBA - Marketing & Retail

Karnataka State Open University
04.2012 - 03.2014

Bachelor of Commerce - Commerce And Economics

M.M.K COLLEGE
04.2004 - 03.2009

Skills

    Change management expertise

    Organizational development

    Problem-solving abilities

    Organizational realignment

    Problem-solving

    Training and coaching

Accomplishments

  • English
  • Hindi
  • Urdu
  • Marathi

Certification

Agile Project Management

Interests

Playing Football

Playing Chess

Ametuer Writer

Awards & Accolades

  • Awarded "Ace the Race" award for H2-2022 for exceptional performance in process and change management
  • Awarded "Aces" award for Q4 2018 for helping the Contact Centre reduce Compliance errors by 7%


Timeline

Change Manager

Ernst & Young LLC
12.2024 - Current

Change Manager

Capgemini
04.2023 - 11.2024

Change Management for Organizations

08-2022

Agile Project Management

03-2022

Agile Delivery

03-2022

Change Management Consultant

TECH MAHINDRA BUSINESS SERVICES
02.2019 - 03.2023

Quality Leader

TECH MAHINDRA BUSINESS SERVICES
01.2017 - 01.2019

Customer Retention Executive

TECH MAHINDRA BUSINESS SERVICES
11.2013 - 12.2016

MBA - Marketing & Retail

Karnataka State Open University
04.2012 - 03.2014

Senior Sales Associate

TATA CONSULTANCY SERVICES
04.2009 - 10.2013

Bachelor of Commerce - Commerce And Economics

M.M.K COLLEGE
04.2004 - 03.2009

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