Imtiaz Mohammed

• Overseeing end-to-end delivery of services to ensure they meet quality, SLA, and client expectations.
• Applying ITIL best practices for incident, change, and problem management to improve service reliability.
• Building strong client relationships, managing expectations, and acting as a key point of contact.
• Tracking performance metrics, ensuring compliance, and driving continuous improvement initiatives.
• Leading support teams, fostering collaboration, and ensuring aligned execution across departments.
• Designing and implementing effective learning programs with the help of the training team for business and employee needs.
• Identifying skill gaps through assessments, surveys, and performance data to inform training strategy.
• Coaching individuals and teams to improve productivity, communication, and leadership capabilities.
• Managing training rollouts, timelines, budgets, and resource planning.
• Managing multiple training initiatives and rollouts effectively across timelines.
• Continuously evaluate tools and processes, and offer solutions to ensure they are efficient, high-quality, and scalable.
• Identify and help implement process-related improvements using methodologies such as Kaizen, Six Sigma, or Lean.
• Aid the human resources department in the recruitment process by interviewing potential hires, and outlining clear job expectations.

Product Lead – Google (Nexus, Pixel, and Google Fi)

• Led quality audits and delivered performance feedback to enhance customer support standards across products.
• Conducted DSAT analysis and delivered targeted learning sessions to improve agent performance and customer-handling techniques.
• Designed and facilitated training programs for new hires and QA analysts, ensuring certification in QA, NSAT, and product knowledge.
• Developed and presented weekly and monthly business review decks; organized and led client-facing meetings.
• Trained and certified 12 quality analysts for the G-Tech projects, such as Google Fi, Hardware, Social, and Forums, and managed QA dispute resolution across multiple channels (Fi, Hardware, Social).
• Performed root cause analysis (RCA) on key quality-impacting attributes, driving cross-product service improvements.
• Collaborate with Ops and Training for seamless execution.
• Monitor KPIs, and support continuous improvement initiatives.

• Managed a team of 20 employees, ensuring data accuracy and workflow efficiency.
• Handled complex issues, escalations, and led indirect reports when needed.
• Used Pushpin Tool, Atlas, and Strata to identify Merchant or User escalations in GDE.
• Conducted weekly client calls for updates, escalations, and performance reviews.
• Monitored daily tasks, tracked team activities, and ensured target achievement.
• Delivered regular feedback, career guidance, and performance coaching.
• Generated daily and weekly reports to improve team productivity.
• Proposed and implemented smart solutions to enhance project outcomes.
• Applied critical thinking to differentiate relevant data, and resolve issues.
• Deep understanding of Google Maps processes; used insights to troubleshoot and optimize performance.

• To lead a quality team (29 members), focused on delivering core metrics of productivity and quality.
• Preparing the daily workload for the team and coordinating the daily allocation of work.
• Mentoring and training junior and new members of the team.
• Involved in policy implementation and strategy formation in the project/process (Google Maps).
• Preparing presentations that highlight the good points and ensure the feedback is spread to the site, with appropriate statistics sharing the trend analysis, both positive and negative, for the improvement of the site.