Md Nasiruddoza
Malda
Summary
Accomplished professional with 7 years of expertise in process improvement and cross-functional collaboration. Demonstrated strong leadership and analytical skills, optimizing workflows and enhancing user experience. Exceeded targets with zero client escalations, showcasing effective communication and strategic thinking. Proven ability to mentor and drive quality assurance excellence.
Overview
3
3
Languages
7
7
years of professional experience
Work History
Senior Quality Reviewer (Apple Maps)
Cognizant Technology Solutions
Hyderabad
03.2023 - Current
- Conducted quality assurance checks on deliverables to maintain high standards.
- Developed review frameworks to streamline assessment processes and enhance clarity.
- Worked closely with management team to provide updates on progress of reviews being conducted.
- Collaborated with team members to identify opportunities for process optimization and improve user experience.
- Collaborated with cross-functional teams to ensure alignment on project deliverables.
- Mentored junior reviewers to enhance their analytical skills and efficiency.
- Participated in training sessions to stay updated on industry best practices and tools.
Business Process Associate (ND4C- Tier 2)
Accenture Solutions Pvt Ltd
04.2022 - 03.2023
- Provided Tier-2 support for pilot batch, addressing issues and enhancing user experience.
- Acted as subject matter expert, facilitating team discussions and providing critical support.
- Conducted daily refresher sessions, reinforcing knowledge and skills within the team.
- Performing daily audits.
Business Process Associate (Google Fi)
Accenture Solutions Pvt Ltd
09.2019 - 04.2022
- Supported Google's first mobile carrier, Fi, at client site.
- Delivered continuous chat and email support for Tier-1 service, ensuring customer satisfaction.
- Have met the business metrics and exceeded the targets with zero client escalations.
- Assisted team during absence of subject matter expert and team leader, maintaining service continuity.
- Have supported the training teams and nesting batches.
Education
Bachelor of Technology - Mechanical Engineering
St Mary's Group of Institutions (JNTUH)
Hyderabad, India07-2018
Intermediate - Science
Guidance Academy (WBCHSE)
Kolkata, India03-2013
Matriculation -
Manikchak S.N High School (WBBSE)
Malda, India03-2011
Skills
- Process improvement expertise
- Analytical skills
- Problem solving
- Decision-making
- Cross-functional collaboration
- Strong leadership skills
- Effective communication skills
- Time Management
- Attention to detail
- Strategic thinker
Personal Information
Date of Birth: 02/08/95
Awards & Achievements
- Performed RCA on Agent driven DSAT to determine if the customer is not satisfied with the product or with the agent's experience.
- Attended calibration calls with on-site vendors to ensure the SOP is adhered to all across.
- Conducted weekly sessions to fill in the process gaps and make ops aware of new updates.
- Recognized as one of the best performers multiple times.
- Awarded with 'Star of Business Award' and 'Core Value Champion Award'.
- Successfully conducted refresher sessions to keep the team updated with process.
- Continuously delivered CSAT without any DSAT.
- Met and exceeded the targets.
Hobbies and Interests
- Cooking
- Travelling
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Bengali
Native
Native
Timeline
Senior Quality Reviewer (Apple Maps)
Cognizant Technology Solutions
03.2023 - Current
Business Process Associate (ND4C- Tier 2)
Accenture Solutions Pvt Ltd
04.2022 - 03.2023
Business Process Associate (Google Fi)
Accenture Solutions Pvt Ltd
09.2019 - 04.2022
Bachelor of Technology - Mechanical Engineering
St Mary's Group of Institutions (JNTUH)
Intermediate - Science
Guidance Academy (WBCHSE)
Matriculation -
Manikchak S.N High School (WBBSE)