Mohamed Rafiulla

• Increased operational efficiency, reviewing and optimizing business workflows.
• Assisted our team to automate the business flow for various processes.
• Designed and directed to automate and simplify the Access Management frame work
• Directed successful implementation of new modules, enhancing data management and operational efficiency.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Performed review of business requirement document, conducted impact analysis on existing code, solution/designed the ask, assisted developers to develop and deploy
• Planned the release management
• Conducted review of issue/bugs/known issue/changes request, plan the sprint and prioritized the task

The journey so far has been realy challenge with new requirement and demand from product team and clients. Successfully handled 30+ client implementation, developed 8+ custom application which are catering to 1500+ end users. Successfully solutioned and invovated 30+ Modules (like : Access Management/Custom Service Portal configuration, Bulk upload, PDF Utility etc, Emp Exit, Rewards Program, Roster Managmeent, Service Level Management, Credits and Earnback Automation, Building RAID Module)

• Code optimization Building ER diagram Process automation Code Review Data base review Providing demo to client Impact analysis

• Building Governx on Service Custom application by using Service Portal Designing UI Delegation of work to developer on various user stories Code Review Data base review Conversion of redundant steps to automated step Building custom workflow Building API in ServiceNow and Third party application Building security framework Handling bugs and issue Writing RCA

• Conversion of IP to Database design Build tables, form, and list view Build Business rules, Client Script and UI polices Add data transformation Build client facing content Build data separation methods Do code review

• Responsible for maintaining & reporting all the reports for TPI Governance Service Developing & implementing Performance & Invoice Management Plan to depend on Client’s ADM Contract (Transition Phase) till Steady state Create & publish various dashboard basis client’s requirement
• Creating & Publishing Governance Dashboards Performance Analysis & Service Level Validation Contract Administration – (Deliverable & Obligation for ADM Contract) Reporting Development on Tableau and Power BI Building IP using Excel and Reporting frame work

• Responsible for maintaining & reporting all the reports for APAC Developing and implementing new plans and strategies to increase revenue Define, Monitor, Analyze and Manage business performance through measurement of critical metrics in ABM APAC (Utilization, Perform/ Support HC, hiring, space utilization, etc) through Monthly Ops meeting and weekly Business review meetings Resolve issues/ Manage problem situations using established Problem Management processes (track, manage and report problem status; develop action plans as appropriate)
• Analyze available information to publish highlights on key factors to facilitate Leadership decision making Continuous improvement by developing systems and tools to support the need to capture accurate data Prepare Budget plan & consolidation LE revenue for various verticals Support Audit related activities by creating optimum number of checkpoints

• Lead a team which handled 8 projects of different verticals for both MIS and WFM Data management as per CUIKA standards Preparing Reports at Agent, Team and Program levels on daily, weekly and monthly basis Preparing Incentives and Appraisal Data
• Forecasting, Staffing, Scheduling, Capacity Planning Providing analytical reports to the management
• Automation of Internal and External reports
• Facilitated for COPC and ISO audits Conducting Interviews for MIS Resources as and when there is a requirement Managed all the reports for different verticals (BFSI, Tech & Telecom, Manufacturing and Enterprise)

• Handling chats and emails supporting North American customers Creating VBA code to ensure that emails are assigned appropriately

• Follow up on generated lead & pitch in for computer sale Provide technical support over phone & field service.