SAS
Hi, I’m
MOHAMMED AZHARUDDIN
Operations Manager
Secunderabad
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
years of professional experience
4
Languages
Work History
Wells Fargo International
Operations Manager
09.2022 - 02.2024
Job overview
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced operational risks while organizing data to forecast performance trends.
- Analyzed and reported on key performance metrics to senior management.
First Source PVT LTD
Team Leader
01.2021 - 09.2022
Job overview
- Handling a team of 17 members consists of processors, Loan specialists and payoff specialists
- Handling client as Loan Depot, dealing and interacting with clients over the call/Email/Chat
- Handling WBR`s, MBRs with client along with senior management, providing reporting structure of the same reports to the internal and external stake holders
- Providing insights of overall process growth and changes required to the senior management
- Monitoring closely, teams` performance in terms of daily productivity and effective utilization
- Using Perchance as Tool and monitoring individual productivity percentage
- Monthly performance reviews of associates and submitting their performance every month
- Preparing monthly incentive report of associates and sharing it with senior management
- Creating Billing detail file and getting involved with senior management for FTE billing reports sent to Clients
- Managing daily shrinkage and monthly shrinkage of the team and maintaining it at the required cutoffs
- Looking after the attrition reports and sending RAG status to HR team and senior management
- Ensuring process SOPs` are maintained till date and accurate and are authorized by clients along with approvals
- Nominating associates for RNR based on their performances
- Reviewing yearly appraisals based on the performances and submitting the appraisals
- Monthly performance discussions with associates and explaining the career growth and areas of improvement.
Cognizant Technology Solutions
Business Process Specialist
07.2013 - 04.2020
Job overview
- Served as financial process design and implementation expert, supporting organization-wide integration of manual and automated systems.
- Analyzed and assessed functional and organizational activities.
- Assessed business processes and identified ways to boost improvement.
- Mapped processes to holistically examine business flow and identify improvement opportunities.
- Collaborated with upper management to drive strategy and implement new processes.
- Restructured procedures through coordination with compliance director to create and execute projects.
- Gathered, documented, and modeled data to assess business trends.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Bank of America continuum solutions
Customer Service Representative
06.2012 - 06.2013
Job overview
- Assisting US customers with online banking support
- Supporting customers with their banking queries and solving at the first call with the AHT
- Maintaining CSAT and trying to exceed as per the benchmark
- Issuing debit cards as per the business protocols to the customers
- Interacting with FedEx teams via company tools to check the status of the service orders placed on behalf of customers.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
KNOAH solutions
Chat Support Representative
12.2010 - 05.2012
Job overview
- Assisting US customers with online technical support
- STA & SEA, Samsung as a client
- Solving all the technical queries raised by customers via chat support for the Samsung products
- Placing service requests for the products which are in warranty using SAP tools
- Solving the issues online by performing technical analysis of the products
- Maintaining customer satisfaction
- Adhering to the TATs, CSATs.
Education
AIT - JNTU- HyderabadHyderabad
Bachelor of Science from Electrical, Electronics And Communications Engineering
04.2001
Skills
Business Planning
Organizational Management
Production
Process Improvement
Data Analysis
Corporate Partnerships
Customer Relationship Management (CRM)
Technical Skillset
- Data Analysis using MS excel
- SAS
- SQL
- Tera data
- Data Analytics
- JIRA
- Confluence
- Orbit
- Client Tools
- Data representation using Pivots, Slicers, Look up techniques
- Power point presentations of WBRs and MBRs
- Hands on experience on client tools on Citrix environment - Azure Platform
Passport
H9024167
Personal Information
- Father's Name: Mohammed Azeemuddin
- Date of Birth: 03/04/88
- Driving License: DLFAP128120202009
- Marital Status: Married
Software
SQL
MS Excel
MS Office
Spreadsheets Tools
Timeline
Operations Manager
Wells Fargo International
09.2022 - 02.2024
Team Leader
First Source PVT LTD
01.2021 - 09.2022
Business Process Specialist
Cognizant Technology Solutions
07.2013 - 04.2020
Customer Service Representative
Bank of America continuum solutions
06.2012 - 06.2013
Chat Support Representative
KNOAH solutions
12.2010 - 05.2012
AIT - JNTU- Hyderabad
Bachelor of Science from Electrical, Electronics And Communications Engineering
04.2001