Mohammad Gulam Hussain

I have worked as Customer service Executive from 2012 to 2014

Achievement:

1. I have worked for 6 months SPOC for audit department where i have worked on Pilot clients audits

2. I have worked for 6 months SPOC for the Team audit department where team. Individual’s performance in all category

I have been promoted for WFM executive position in 2014

Basis on performance ,have given me opportunity to work as Point of Contact for WFM department:

I got a reward under category of Going Extra Mile for 2017 and here is another achievement as i promoted as WFM team:

Efficient in driving the results. Had shown the ability to influence without authority and demonstrated significant leadership in driving the team in meeting the Business Goals like Service Levels etc., which are always maintained above the Target of 95%. His ability to embrace ambiguous and challenging situations, skills in continuous learning and improving make him stand out.Effective planning and collaborative skills helped in achieving all the desired business outcomes at all times.

Experience and Achievements:

· As a WFM lead, appointed in 2018. I was entrusted with the responsibility of being the Point of Contact for the Workforce team for nine months, I enthusiastically took on the new role assigned to me and rose to the occasion by successfully meeting the goals of the team and myself.

· 2. Learn Excel dashboards which were resulted to save time in several areas.

· 3. Introduced calendar roster where it was weekly roster for the respective month

· 4. I was part of the ISO internal audit team and gave high priority to the process to be followed by every department. Even conducted Adhoc audits every month and shared suggestions with my team (who was assigned POC within the team).

· 5. Brought changes in SmartZone Tool which can lead to less time spent by each WFM

· 6. To save HD shock SL, I have identified one loop whole and made restrictions in the SmartZone tool. Which resulted in no HD shock events will be pushed to the SmartZone tool.

· 7. Identified clients which can process easily (single view) where we will have an additional amount of review within standard working hours. (This was introduced in 2018).

· 8. I have been part of the HRIS tool, for 2 years I was handling HRIS related support for review ops. Since work from home, C-19 cases (Terminology we are using for production loss update) had an issue as it was in the leaves category. Discussed with review ops teams and have defined standard approach for people clarity.

· 9. Due to technical issues, individuals are unable to meet the production numbers. Initial working from home and don’t have the clarity to anyone how it will be cleared from his/her loss and how the volume will be cleared. Prepared standard approached for different cases and have shared with review ops which were being followed by everyone now.

· 10. I have learned power BI and am certified. prepared a few dashboards as well. I am currently back up the BI team.

· 11. I was part of preparing the new stacks for analysts for 2021.

· 12. Introduced new incentive plan for 2021 and following currently.

· 13. I have been assigned total 5 major projects as mentioned below:

v Ready Resource back up from the floor - Quick Hit: Back up for WFM for assigning during the Work from home to avoid the idle time from the floor

v New Facility Ramp Up scenarios: Transition plan for High Tech City

v New Incentive Plan-2021: To prepare the new incentive plan where it can help businesses and ESAT

v Vaccination Drive: n the first vaccination drive there was an anticipation of a large number of people going for the vaccination which could have affected SL for the month. The final number was received at night and quickly I worked on the coverage and clearance plan by adjusting the Week offs, the shifts, and planning the backup. In 2 hrs time, all the leaders were communicated and were on the same page. The entire drive went on without any impact on the SL. Their quick turnaround was the cause that the whole thing went seamlessly smooth.

v Ranking Performance -BI Dashboard: Prepared ranking performance basis on the individual performance. It will give them the clarity where I am standing compared with the floor/Team as well.