Mohammed Younus

• Conduct end-to-end quality audits of customer interactions to ensure compliance with healthcare standards
• Perform Root Cause Analysis (RCA) to identify recurring issues and drive data-backed improvements
• Review and standardize SOPs to enhance process clarity and reduce operational discrepancies
• Develop and maintain product flow documentation to improve onboarding and team understanding
• Analyze quality metrics and provide actionable feedback to improve agent performance
• Monitor CSAT & NPS trends to identify customer experience gaps and drive improvements
• Collaborate with cross-functional teams to enhance processes and workflow efficiency using Jira and Zendesk

Key Achievements:
• Improved CSAT by 12%
• Reduced escalations by 18%

• Supported senior team members in onboarding new customers by configuring accounts and setting up workflows.
• Assisted in gathering customer requirements and translating them into technical configurations.
• Conducted product walkthroughs and hands-on training sessions for end-users to facilitate product adoption.
• Worked with cross-functional teams to ensure smooth deployment and address any post-implementation concerns.
• Regularly updated internal knowledge bases and documentation to streamline future implementations.