Mohammad Fazil.A
subject matter expert
Coimbatore
Summary
Skilled Subject Matter Expert with hands-on experience in managing outsourcing projects and ensuring consistent, high-quality delivery within defined TAT. Proficient in supporting team members by resolving queries, sharing process knowledge, and conducting effective root cause analyses for escalations. Experienced in preparing actionable reports for leadership and clients, updating SOPs, and leading knowledge transfer sessions to drive operational excellence. Successfully onboarded new clients and identified CTQs to enhance client satisfaction and long-term partnership.
Overview
11
11
years of professional experience
Work History
Subject Matter Expert
SRJ Infojnana System Pvt. Ltd
03.2024 - Current
- Provided expert support for Guesty, a leading Property Management System (PMS), assisting property managers and landlords in efficiently managing guest communications, lease tracking, accounting, and maintenance workflows.
- Handled and resolved complex guest inquiries escalated by associates via chat and calls, ensuring high levels of customer satisfaction and adherence to service quality standards.
- Facilitated cross-functional communication to investigate client escalation emails, performed in-depth root cause analysis using methodologies such as the 5 Whys and Fishbone Diagram, and delivered actionable improvement plans.
- Developed, updated, and maintained Standard Operating Procedures (SOPs) aligned with evolving client requirements, and conducted knowledge transfer (KT) sessions and quality assessments for operational consistency.
- Collaborated with the onboarding team to define business cases, problem statements, project goals, Critical to Quality (CTQ) factors, and performance metrics for new client integrations.
- Managed day-to-day operational activities including work allocation, shift scheduling, resource planning, attendance tracking, and payroll coordination to ensure smooth team operations and adherence to organizational policies.
Process Associate
KG Information Systems Private Limited
08.2016 - 04.2017
- Worked as part of the CRM MIB team for Qology Direct, an authorized retailer for major global media and technology companies offering broadband, wireless, and video services.
- Handled inbound sales and inquiry calls from U.S. residents, using active listening to identify customer needs, explain product features, and convert inquiries into successful sales.
- Utilized international voice support skills to effectively communicate, persuade, and calm customers, ensuring a positive customer experience and higher conversion rates.
- Consistently met or exceeded monthly sales targets and service level agreements (SLAs) set by the client.
- Delivered 100% quality performance by adhering to client-defined benchmarks and maintaining high standards in every interaction.
- Generated and shared daily, weekly, and monthly performance reports using Excel, ensuring operational transparency and informed decision-making across the team.
Process Associate
Tata Consultancy Services
06.2014 - 01.2016
- Served as a Helpdesk Agent for NielsenIQ, addressing client queries by collaborating closely with the production team and ensuring timely, accurate resolutions.
- Handled escalation calls and emails from clients, providing clear explanations of root causes or professionally defending cases where escalations were not valid.
- Acted as a liaison between operations and clients, ensuring effective communication and quick resolution of process-related doubts or issues raised by the team.
- Regularly received procedural updates from the client, maintained the internal knowledge base, and broadcasted updates across teams to ensure process alignment.
- Created and maintained detailed reports and visual charts using production trackers, and circulated productivity and utilization reports to keep the team informed and aligned with performance goals.
Education
Bachelor of Science - Information Technology
Psg College of Arts And Science
Coimbatore, India 04.2001 -
Skills
Expertise in Microsoft Office applications
Data visualization with Power BI
DMAIC methodology expertise
Strong analytical skills
Client-centric approach
Problem-solving abilities
Strong verbal communication
Continuous improvement
Quality assurance
Stakeholder management
Timeline
Subject Matter Expert
SRJ Infojnana System Pvt. Ltd
03.2024 - Current
Process Associate
KG Information Systems Private Limited
08.2016 - 04.2017
Process Associate
Tata Consultancy Services
06.2014 - 01.2016
Bachelor of Science - Information Technology
Psg College of Arts And Science
04.2001 -
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