Summary
Overview
Work History
Education
Skills
Emailaddresses
Timeline
Generic

Gulam Mohammad

New Delhi,DL

Summary

An experienced professional with 15+ years of progressive exposure within Quality and Customer Service. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

16
16
years of professional experience

Work History

Lead Associate – Quality

WNS Global Services Pvt. Ltd.
10.2021 - 06.2025
  • Creating and reviewing the Quality Standard Document and ensure adherence to same
  • Assisting the Operations Team up of customer compliant & resolution process for the teams
  • Ensuring that the Quality Process adheres to the Quality Standard
  • Conducting Skip Level meetings with the advisors
  • Mentoring Team Members to improve performance and behavior
  • Coordinated weekly meetings for internal and external groups.
  • Evaluated team member performance regularly, providing constructive feedback for continuous improvement
  • Regular interaction with clients and maintain good relationships
  • Built strong relationships with clients through exceptional customer service skills which led to repeat business opportunities over time periods measured in years not months or weeks alone
  • Deploy standard Quality Framework
  • Initiated timely response to emails, voicemails, and written correspondence
  • Assisting the Operations Team by managing the team on the floor.
  • Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
  • Also supporting the business as a Process Trainer
  • Facilitated training for associates through daily coaching and regular performance appraisals
  • Assisted with new hire processing and existing training programs.
  • Worked with colleagues to create prototypes for designs and training materials.

Travelers' Cheques and Prepaid Servicing Analyst

American Express India Pvt. Ltd.
03.2021 - 10.2022
  • Managing inbound customer calls, faxes and emails for prepaid gift cards
  • Handle claims for lost/stolen and damaged gift cards
  • Handle escheatment calls, emails and faxes
  • Process refund requests, overspend and excessive balance cases
  • Respond to customer escalation and conduct a root cause analysis of the escalation
  • Analyzing risk related data, identifying fraud connections.

Business Integrity Analyst (Risk Based Target Testing)

American Express India Pvt. Ltd.
10.2019 - 02.2021
  • Identify high risk behaviors/activities, regulatory and procedural errors through account/call review
  • Monitor Sales and Saves call to identify regulatory and procedural errors
  • Perform analysis and recommend/highlight process enhancements to operations
  • Identified and resolved problems through root cause analysis and research
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency

Senior Quality Advisor with AT&T NOC Program

Convergys India Services Private Limited (Now Concentrix)
09.2014 - 10.2019
  • Collect data from monitored calls to improve and increase sales
  • Understand the customer requirement for better customer service
  • Collaborate closely with internal business units and external clients
  • Support the company in the implementation of its marketing campaigns
  • Collaborated with cross-functional teams to establish comprehensive quality objectives
  • Assisted in the development of quality assurance strategies for improved production processes

Senior Customer Care Officer

Convergys India Services Private Limited
10.2009 - 04.2014
  • Managing inbound customer calls, serving as the customer's first point of contact, and maintaining a professional image at all times
  • Took ownership of customers issues to follow problems through to resolution.
  • Understand customers' requirements and accordingly offer advice on proper selection of product-service considering their need and budget
  • Reply promptly and professionally to customer queries about product - service specifications, pricing, payment methods, warranty, delivery, etc
  • Uphold knowledge of all products - service lines, policies, procedures and support services of company
  • Mentored junior staff members, fostering an environment of growth and skill development within the department
  • Enhanced customer satisfaction by promptly addressing and resolving complaints and inquiries
  • Managed escalated calls professionally, maintaining a calm demeanor while resolving complex issues
  • Assisting new hires to understand process and to give real-time support on calls.

Education

Bachelor of Commerce -

University of Allahabad

Skills

  • Analytical Thinking
  • Root Cause Analysis
  • Process Improvements
  • Regulatory Compliance
  • Cross-functional Team Coordination
  • Employee Supervision
  • Staff Training
  • Teamwork and Collaboration
  • Problem-solving abilities
  • Multitasking Abilities
  • Excellent Communication
  • Organizational Skills
  • Adaptability and Flexibility
  • Effective Communication
  • Time management abilities
  • Task Prioritization
  • Excel proficiency
  • Audit preparation

Emailaddresses

  • Gulam23@gmail.com
  • Gulam6811yahoo.com

Timeline

Lead Associate – Quality

WNS Global Services Pvt. Ltd.
10.2021 - 06.2025

Travelers' Cheques and Prepaid Servicing Analyst

American Express India Pvt. Ltd.
03.2021 - 10.2022

Business Integrity Analyst (Risk Based Target Testing)

American Express India Pvt. Ltd.
10.2019 - 02.2021

Senior Quality Advisor with AT&T NOC Program

Convergys India Services Private Limited (Now Concentrix)
09.2014 - 10.2019

Senior Customer Care Officer

Convergys India Services Private Limited
10.2009 - 04.2014

Bachelor of Commerce -

University of Allahabad

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