MAHAMMAD HASHEEM K

People Management :

• Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
  
• Manage the career growth and development of the Customer Support team by driving focus on Flipkart's Leadership Principles
  
• Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within th organizational unit.
  
• Responsible for Training employees; planning, assigning, and directing work rewarding and disciplining employees resolving conflicts, staffing and development of employees, Standard Operating Procedures, high quality and productivity within the department.
  
• Carry out supervisory responsibilities in accordance with Flipkart policies and procedures, additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work rewarding and disciplining employees and effective conflict resolution
  
• Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments
  
• Manage the career growth and development of the team by driving focus on Flipkart's Core Values,

Operations and Project Management

• Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team.
• Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change
• Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
• Works to build and maintain customer trust
• Solving complex customer support issues and pro actively heading off negative service trends.
• Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
• Developing and achieving performance goals and objectives in order to achieve customer support expectations
• Develops and drives strategies and programs which improve the competitive position and profitability of the organization
• Ability to demonstrate strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation and intelligence
• Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving with an unrelenting passion for excellent customer service
• Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment.
• Ability to be a cost owner and drive cost effective measures in the department and across the organization
• Ability to manage and drive process related automation with technical team where needed.
  

• Coordinated Accident Prevention and Flight Safety Programs, Investigated various incidents in gateway community according to procedures
• Handling Command and Control Centre operations in support of homeland security
• Analyze the quality people and contact them through phone, Email
• Make the coordination with various departments
• Monitoring noise level in offices and making sure that they are not excessive
• Giving advice to colleagues on all issues to do with health and safety
• Advising managers on how to minimize or eliminate risks and hazards
• Regularly checking alarm systems to ensure they are working properly
• Providing administrative support to the Health & Safety Manager
• Liaising with governmental bodies and regulating agencies
• Ensuring Fire fighting and First Aid facilities
• Safety documentation
• Prepare weekly and daily report of unsafe act, unsafe condition & open unsafe condition
• Experience of implementing disaster planning procedures to cover all emergencies
• Organizing and coordinating fire evacuation
• Monitoring the overall security plans, identified certain information, and maintained the safety discrepancies
• Serving as the facility custodian of the confidential storage devices
• Documented incidents and actively acted on all medical emergencies
• Managed various emergencies such as bomb threats and various alarm systems
• Maintain confidentiality of reports/documents, release information to authorized individuals
• Complete a Loss Prevention shift summary/daily activity report to ensure that all information is properly logged
• Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
• Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.

• Develop, plan, coordinate, and implement policy that supports screening operations, customer service
• Implement and measure performance of screening standards and security programs
• Provide oversight of passenger Safety, baggage, air cargo security screening operations, airport security risk assessments, security technology implementation, preventative maintenance, crisis management, communications network protection, and other related programs as directed by the BCAS
• Facilitate and communicate the receipt, utilization, and delivery of intelligence information, incident report
• Monitor X-Ray screening of the cargo/courier shipments and ensure none of the cargo contains any dangerous goods
• Ensure strict compliance with T.S.A /F.A.A procedures on all U.S bound Shipments
• Provide management and technical oversight to staff members and perform related supervisory functions (e.g., performance evaluation, administration of leave, discipline, training, awards, and recognition).

• Conducted end to end screening of passenger and cargo
• Maintained safety procedures at Mumbai international Airport
• Managed passenger profiling, monitoring and analysis of activities
• Ensured scrutiny and verification of legal travel documents
• Physical security & access control
• Investigates and reports on security violations and breaches of security and other incidents
• Liaises with different departments, operator and law enforcement agencies
• Protocols and diplomatic mails
• Movements of high end cargo and weapons
• Baggage reconciliation at BMA and BBA
• Red alert situations and other contingencies
• Followed operation security measures (anti-hijacking and anti-sabotage)
• Maintained & updated audit able documents
• Knowledge Enhancement Schedules
• Institution of Occupational Safety and Health IOSH(Managing Safely) from Leicestershire, UK
• Screener Re-Certification From BCAS Date : Jan 2010
• Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
• Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
• Oversaw daily monitoring and patrolled buildings, grounds and work sites.