MOHAMMAD MINAJ

Role: Operations Team Lead at Teleperformance for Google account (Process "Youtube")

Project & Interventions: Handling projects related to youtube safety and functionality of online platforms that rely on user generated content. Review large amounts of textual, visual and audio data to judge whether material comply with predetermined rules & regulations. Boosting overall team morale by creating a positive work environment. Received "Extra Miler Award" for sharing the process improvement based Idea

Principle Responsibilities:

• Handling Escalations by reviewing and resolving escalated content and making accurate decisions on controversial content
• Policy Interpretation & Clarification: Providing guidance to team members on complex or ambiguous content moderation cases. Staying up-to-date on evolving policies and regulations
• Process Improvement: Identifying and implementing process improvements. Analyzing moderation workflows and identifying areas for optimization. Suggesting and implementing changes to improve efficiency and accuracy. Contributing to the improvement of moderation tools and technology
• Managed daily operations, ensuring smooth workflow and timely completion of tasks.

Role : Operations Team Lead at Wipro for Google account (Process "Waymo")

Projects & Interventions: Led multiple projects for Google account (Process: "Waymo", GIS Mapping, DTO & WIMT). Proactively analyzed historical operational data to identify trends, pinpoint areas for improvement, and drive data-informed strategic decisions. Developed and implemented risk mitigation strategies through proactive planning, continuous monitoring, and decisive action, minimizing potential disruptions. Awarded as "Extra Miler" for being proactive and putting continuous efforts for the project deliverables

Principle Responsibilities:

• Managed project activities to ensure SLAs were met by team members. Shared information on upcoming projects and prioritized tasks daily, weekly, and monthly. Directed daily, weekly, and monthly project activities, effectively prioritizing tasks and communicating upcoming project information to ensure team alignment and efficiency. Established clear team priorities, maintained rigorous schedules, and consistently monitored performance metrics to drive optimal team performance
• Drove positive change within the organization through strategic thinking, innovative solutions, problem-solving skills, and a consistent leadership approach.
• Collaborated with department leads to streamline workflows, enhance interdepartmental coordination, and align efforts towards shared business objectives.
• Analyzed historical operational data to identify trends and areas for improvement. Established team priorities, maintained schedules, and monitored performance metrics.. Managed risks and mitigate potential issues through proactive planning, ongoing monitoring, and timely decision-making
• Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support. Provided exceptional customer support, ensuring client satisfaction and fostering trust

Role & Responsibilities: Senior Quality Assurance Associate at Wipro for Google account (Process "Waymo").

Performed multiple quality analysis on errors and client escalations. Generated timely quality reports and delivered the progress to the stakeholders

Innovation & Impact: Identified critical causes for the client escalations and shared value added tooling ideas resulted in ~3% error reduction. Gained Employee of the Month Award

• Role: Operations Specialist