Fouziya Begum HB

• Provide relevant, clear and concise verbal and written reports to senior Product Operations and Compliance management
• Apply structured Project Management methods within a delivery framework, managing the end to end process and ensuring delivery of your project to time, cost, quality and scope
• Managing a team responsible for delivering projects in accordance with the client’s requirements and contractual agreement
• Managing specific business and stakeholder relationships
• Ensure Operational Delivery of a Title from Concept to Post-Launch
• Coordinate multiple disciplines and Teams to deliver in a rapidly changing environment
• Collaborate with Development partners and balance Development Support tasks against QA Delivery work
• Recognise, communicate and mitigate risks to project delivery
• Ensure all high quality, pertinent and accurate reports are delivered

• using data modelling techniques to identify ways in which an organisation can operate more effectively.
• communicate with senior people in organisations to find out what they hope to achieve
• formulate ways for businesses to improve, based on previous research
• persuade internal and external stakeholders of the benefits of new technology or strategies
• oversee the implementation of new technology and systems
• run workshops and training sessions
• exploring how the organisation is currently operating via research, which could include interviewing employees and collecting quantitative data
• explore different solutions, their risks, benefits and impacts
• proposing solutions to an organisation’s leaders, and keeping them updated with progress
• creating documents to outline the proposed changes and the steps involved.
• ensuring the changes are made – for example, by overseeing the implementation of new technology or a new approach
• contributing to training and support for people affected by new systems and processes.

Engage stakeholders, including Technical and Project Managers, to gather

business and technical requirements for project updates and reporting.

• Create comprehensive weekly, monthly, and quarterly reports to

communicate project status and performance metrics.

• Coordinate and prioritize work requests from various stakeholders,

establishing clear expectations and timelines.

• Identify and resolve process gaps, developing and evolving SOPs to enhance

operational efficiency.

• Collaborate on training initiatives, identifying needs and working with

sponsors to facilitate skill development.

Interfaced with GAD, ADM, and GBS centers for streamlined

communication.

• Developed financial and headcount expertise to ensure compliance with

quality standards.

• Led account review meetings, prepared data, created slide decks, and

tracked action items.

• Implemented L1/L3 VOC initiatives and executed action plans based on

feedback.

Managed change control processes, ensuring thorough documentation and

audit compliance.

Collaborated with Regional/Site Quality Lead to ensure high standards in

Quality Assurance activities on site.

• Monitored daily transactions of Level 1 and Level 2 agents, providing

evaluative feedback to enhance performance.

• Analyzed Customer Satisfaction survey results, categorizing and reporting

findings to improve client relationships.

• Facilitated Internal and External Calibration Sessions, ensuring alignment in

quality expectations.

• Managed client complaints and compliments,

Providing technical support through Active Chat to customer's technical

queries. This includes responding to service, product, technical, and customer

solution questions regarding configuring, troubleshooting and repairs on current

products, parts, and options.

• Troubleshooting Hardware related issues with Dell desktops

It is basically a out-bound support and my role was to generate leads for

Various Insurance companies based in UK and US.

Responsible for conducting online quality feedback for software services

as well as various products in market. Also worked for Cartoon Network on their

market research program.