Mohammed Adnan

Senior Payment Experience Specialist:

• Innovates and delivers comprehensive onboarding programs, equipping new hires with the skills and knowledge for success within the Payment Experience team.
• Empowers junior team members through dedicated mentorship and targeted performance coaching, cultivating a high-performing team.
• Presents compelling, data-backed narratives to stakeholders, illustrating proposed enhancements to the payer journey on Flywire's websites with clear, user-centric examples.
• Orchestrates weekly collaborations with internal and external partners, fostering a culture of continuous operational improvement.
• Pioneers process improvements through proactive identification and implementation, ensuring seamless and efficient customer experiences through effective cross-functional partnerships.
• Masterfully navigates and resolves complex (Level 2) customer escalations across all channels (email, chat, phone), consistently achieving exceptional levels of customer satisfaction.
• Implements a data-driven approach to quality assurance through monthly assessments, providing targeted feedback that elevates team and partner performance.
• Drives a user-first approach by meticulously monitoring payer trends and feedback, translating these insights into actionable recommendations for improving Flywire's payer processes.
• Utilise real-time monitoring to optimise team availability, generate insightful operational reports, and provide strategic updates to higher management.

Promoted from Payment Experience Associate to Payment Experience Specialist, Payer Services | Mar 2024:

• Resolved Level 1 payer escalations (Email, Live Chat, Phone) with strong problem-solving and customer service skills.
• Increased payment completion rates and revenue through proactive payer engagement.
• Collaborated internally to optimise payment workflows and managed payment partners to enhance operations.
• Implemented user experience improvements based on feedback.
• Partnered cross-functionally for seamless customer experiences.
• Trained new hires on process, call handling, and customer service.
• Delivered exceptional multi-channel payer support.
• Enhanced Flywire India's Student Personal Remittance experience.

• Supported HSBC Premier and Advance customers via chat and calls, resolving payment, transaction, and retail banking needs.
• Navigated customer issues, escalating complaints/feedback to ensure timely and satisfactory resolutions.
• Promoted digital banking adoption (HSBC Mobile Banking and Online Banking), to enhancing customer experience.
• Exceeded daily SLAs through strategic planning and efficient execution.
• Cultivated customer relationships, identifying upselling and cross-selling opportunities.
• Provided comprehensive pre-sales and post-sales support for banking products, prioritising customer satisfaction.
• Managed customer accounts, facilitating upgrades and maintaining data accuracy.
• Accurately assessed customer needs and provided relevant recommendations, effectively promoting retail lending products (overdrafts, mortgages, personal loans).
• Balanced multiple tasks simultaneously without compromising on quality of service.

• Consistently surpassed daily, monthly, and quarterly upsell targets while managing Accor hotel reservation inquiries (billing, reservations) via phone.
• Ensured high-end customer satisfaction through comprehensive pre- and post-sales support.
• Addressed customer needs with tailored solutions and empathetic issue resolution.
• Provided sales support and daily coaching to underperforming agents, enhancing team performance.
• Monitored calls and delivered feedback to improve agent skills across teams.
• Generated daily and monthly upselling reports for management and team insights.
• Tracked and reported agent productivity to drive efficiency.

• Generated and distributed daily/weekly MIS reports for management and Engineering teams as part of the Internal Control department at Qatar Power Construction.
• Updated monthly operational reports detailing business health and project progress.
• Monitored stock and Electric Cable movement as part of Internal Control.
• Reviewed documentation control work and conducted regular audits for accuracy.
• Prepared daily logistics analysis and balance stock reports for warehouse and stores.
• Ensured transparency between warehouse and head office through regular site visits.
• Monitored high-value equipment and electrical cable movement.
• Managed a team of 6 in Documentation Control and data updating.
• Maintained auditing ledger database and oversaw daily document scrutiny and database updates.

• Generated business-critical reports on work inflow, allocation, and manpower needs.
• Maintained and published agent productivity reports, ensuring data accuracy and confidentiality.
• Updated client-specific data reports (daily, weekly, monthly) on job completion and progress, ensuring visibility and efficiency targets.
• Ensured data accuracy and integrity in all reporting to leadership and non- leadership teams.
• Provided data within agreed timelines and collaborated with the team to achieve common goals.
• Monitored daily business production figures and reported to top management on overall business health.