Mohammed Javed
Team Leader (Sr.Business Operations Analyst)
Hyderabad
Summary
Performance driven professional with comprehensive understanding of BPO Operations and strengths in efficient operations and client servicing; impressive success in delivering business impact. Working on large-scale projects as well handling daily operational requests. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated professional with history of meeting project metrics, utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
14
14
years of post-secondary education
Work History
Team Lead (Sr.Business Operations Analyst)
Accenture India Private Ltd
12.2017 - Current
- Currently managing a team of 22 associates which include 3 workflows (processes), 1 SME for Hyderabad Incubation, as a client site.
- As a part of a social media client which includes reviewing (hacked accounts, ad-accounts, business managers) and responding to the Client.
- Managed project operations with key focus on defining Service Level Agreements (SLA's), Standard Operating Procedures SOPs as well as interacting with clients, vendors & other stakeholders.
- Maintaining accuracy of all the workflows >95% as part of SLA at the centre as we deal with managed clients.
- Managing attrition < 2% for the entire span for last performance year.
- Head Count management through LTF and planning buffer to meet billable hours at site level.
- Sending shrinkage report on daily basis to check whether we met billable hours.
- Coordinating with WFM, Quality and Training team on a regular basis.
- Handling downtime situations and reporting out to stakeholders and leadership with loss of man power hours.
- Connecting with the team members monthly basis to understand their requirements for their career growth and help/guide them accordingly to reach their goals.
- Conduct Fun sessions to build rapport within the team members.
Process Trainer
Amazon Development Center
09.2015 - 11.2017
- As a Trainer, mentored [20] new hired for various process.
- Monitored day-to-day activities of employees, noting areas needing improvement and implementing plans for rectification.
- Developed lesson plans, instructional materials and written practice tests for employees and training courses.
- Created unique materials or documents to support training programs.
- Delivered robust training courses via classroom and e-learning programs.
- Developed new and improved training programs to fit underserved areas.
- Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs.
- Developed new training programs such as online modules, interactive sessions and provided ongoing training to staff.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
Customer Service Executive
HSBC Bank Ltd
10.2011 - 09.2014
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Responded to inbound inquiries regarding accounts and payments.
- Managed and responded to correspondence and inquiries from customers.
- Made outbound calls to customers to discuss and resolve account needs.
- Carried out day-day-day duties accurately and efficiently.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
Phone Banking Officer
ICICI Bank Ltd.
06.2007 - 08.2011
- Educated customers to complete online banking services and assisted with user access problems such as forgotten Internet banking user ID, passwords, Making cheque book request etc.
- Handled incoming telephone calls, emails and chat requests.
- Gathered customer information and maintained in Customer Relationship Management database.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
Education
Bachelor of Science - Computer Science
MNR Degree College
Kukatpally 06.2003 - 04.2006
Board of Intermediate Education - Maths, Physics, Chemistry
NSKK Junior College
Ferozguda 06.2001 - 04.2003
Board of Secondary Education -
NSKK High School
Ferozguda 06.1991 - 03.2001
Skills
People Management & Team Handling
Timeline
Team Lead (Sr.Business Operations Analyst)
Accenture India Private Ltd
12.2017 - Current
Process Trainer
Amazon Development Center
09.2015 - 11.2017
Customer Service Executive
HSBC Bank Ltd
10.2011 - 09.2014
Phone Banking Officer
ICICI Bank Ltd.
06.2007 - 08.2011
Bachelor of Science - Computer Science
MNR Degree College
06.2003 - 04.2006
Board of Intermediate Education - Maths, Physics, Chemistry
NSKK Junior College
06.2001 - 04.2003
Board of Secondary Education -
NSKK High School
06.1991 - 03.2001
Similar Profiles
Kusuma RaghunathKusuma Raghunath
SAP SD Functional Consultant at Accenture India Private LtdSAP SD Functional Consultant at Accenture India Private Ltd
Padmapriya SethuramalingamPadmapriya Sethuramalingam
Custom Software Engineering Sr Analyst at Accenture India Private LTDCustom Software Engineering Sr Analyst at Accenture India Private LTD
Parul SrivastavaParul Srivastava
NA at Accenture India Private Ltd.NA at Accenture India Private Ltd.