MOHAMMED ZEESHAN

• Lead with 9 years of professional experience in Operations, Development, Product Support, Supply chain management, Fraud risk management, Account take Over, Team handling, Social media, Decision making.
• New Projects, Data Management, Data Analysis, Root cause Analysis.
• Operations/Training.

Specialist ( Sep, 2014 - March, 2017)

• Analyze case inflow to understand the top inflow drivers, as a proactive measure, notify stakeholders beforehand to protect customer experience.
• POC and analyzing the data collected.
• Identify, document, and call out any trends/changes and collaborate with the Product team and other verticals in the organization to resolve all relevant issue categories.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Senior Specialist ( April, 2017 - June, 2019)

• Made changes to the SOP, and highlighted issues to stakeholders to prevent further problems that could lead to escalation.
• Helped with process corrections, which resulted in a smoother shopping experience for customers.
• Able to identify issues/bugs and suggest the product asks to be fixed for better customer experience, Implemented relevant SOP’s as per requirement.
• Implementing few process changes and Open Box delivery.
• Helped with process corrections, which resulted in a smoother shopping experience for customers.
• Participated in requirements meetings to understand business needs.

Data Analyst ( July 2019 - Present)

• Tested data prediction algorithms based on historical data.
• Extracted and interpreted data patterns to translate findings into actionable outcomes.
• Review and identify root causes by doing audits on all complaints to arrive at trends and drive continuous improvement within cross-functional teams, as well as to enhance SOPs from time to time/build new SOPs as required.
• Provide the leadership team with regular/real-time status updates on all escalated cases.
• Worked with supply chain team members and tracked, monitored purchase orders, deliveries, and invoicing to verify accuracy and compliance. Directed daily operations to achieve maximum efficiency and productivity.
• Handled account take over (ATO) team. If particular account gets hacked or compromised will find out the IP address location and root cause of the hacked details with the internal tools.
• Provide opening and closing dash board on daily basis.
• Decision making if any fraudulent activity has happen in the particular customer account.
• Identify, analyze and interpreted trends or patterns in complex data sets on daily basis.
• Made changes to the SOP, and highlighted issues to stakeholders to prevent further problems that could lead to escalation.