MD. Usman Ghani Khan

• Ethos is a TPA for Life insurance in the U.S.A
• B2B backend Operations involving extensive use of Microsoft Excel/GSheets for Data analysis, payment audits, license validation and various other activities for licensed life insurance agents who sell for Ethos.
• Preparing payment lists for partner agents & Maintaining online/offline database for Enterprise partners
• Ensuring daily commission payments to partner agents and Enterprise agencies
• Preparing final payment audit for the Finance team to release payments
• Onboarding and training new partners
• Maintaining commission structures for individual and Enterprise partners
• Building and sending daily/weekly/monthly production reports to Enterprise partners
• Creation of portals for new partners
  Weekly and monthly representation of team performance to leadership
• Calculation of debt and recovery of debt from partners
• Creating production dashboards on PowerBI
• Calculating monthly bonus for partners basis criteria
• Evaluate risky partners based on data provided by the risk investigations team
• Identify, block and terminate fraudulent partners
  

Additional roles:

• Most tenure associate on the team
• Handle escalation emails from the support queue on Salesforce
• Handled and trained 4 teammates in a span of 6 months
• Provided documentation and SOPs for testing and implementation of AI
• Partially trained new support agents
• Worked on transitioning from weekly to daily payments

• Serve as a primary point of contact for our customers to handle inbound and outbound requests via phone, chat and email channels, and
  ensure that all valid requests are resolved timely and efficiently delivering best in class customer experience.
• Monitor, manage, and document all actions and solutions into a CRM ticketing system
• Responsible for being available within call center queues as required by the department to
  respond to customer requests/incidents
• Guide the customer within the portal step-by-step to access their Health records
• Technical support to register, login, reset password and other troubleshooting

• Handle Inbound and Outbound Email tickets for multiple gaming applications from players worldwide
• Maintained high KPI throughout the tenure
• Received RNR for three consecutive months in terms of quality and two months for highest CSAT
• Cross-trained on new gaming products every 3 months

• Handle inbound and outbound queries via email for Walmart Customers in the US
• Manage refunds and replacements majorly
• Help customers with orders and returns
• Assist in identifying products on the website