Mohammed Azaruddin

• Work with various internal teams (e.g. Supply chain, fulfillment center, technology teams) to help drive tools and process improvements that affect vendor/catalog management workflows
• Drive appropriate data oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals
• Manage stakeholder communication across multiple lines of business on operational milestones, process changes and escalations
• Ensure high quality standards for interviewing and hiring employees at all levels of organization
  Execute specific people programs on coaching and development and team engagement
• Formulate, Implement, track career path & Individual Development Plans of each member in the team
• Metrics Management through regular reviews and delivering specific metric goals against targets
• Troubleshoot and drive resolutions to ensure reliable and operationally effective flow of products; improve processes and reduce discrepancies

• Lead and supervise a team of L3 reviewers and L4 specialists.
• Carry out supervisory responsibilities in accordance with the organization's policies and procedures.
• accountability for setting and meeting team operational goals.
• Assign and direct work; appraise performance; reward and discipline employees; resolve problems; and address staffing needs;
• Standard Operating Procedures development and roll-out, especially related to new process creation,
• Leverage technology and process innovation to bring continuous improvement to the operation (scalability, efficiency, scope, etc.).
• drive process improvements and new process creation as well asto keep pace with our growth while motivating others to meet the challenges of an extremely deadline-driven environment.

• Lead a team of Customer Service Agents
• Responsible for meeting with the team members regularly and conducting 1:1s for performance and career development purposes.
• Carry out supervisory responsibilities in accordance with KDP policies and procedures. Duties include but are not limited to: interviewing, training, motivating and coaching employees; fostering effective employee career growth and succession planning; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Promote a positive team environment. Demonstrates effective communication and cooperation amongst management and peers to manage team workload and morale.
• Conducts performance improvement efforts by coaching, using metrics to identify needs, and implementing short and long term action plans to guide progress.
• Work with staffing agency partners and/or HR teams to recruit top talent.
• Promotes, plans, performs and implements process improvements. Leads or participates in GEMBA walks.
• Actively seeks solutions and provides trends & feedback to the Group Manager or Operations Managers to drive technology and operational improvements; interface effectively with internal teams.
• Serves as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies, and demonstrates a commitment to excellent customer service.
• Demonstrates appropriate sense of urgency for email response times and phone service levels. Accountable for service level agreements for self and team.
• Manages and maintains payroll and schedule adherence in payroll system.
• All other duties and special projects as assigned.
• Has schedule flexibility, including the ability to work outside normal business hours, including weekends.

• Functions as an authority and escalation point for department-wide operational procedures.
• Maintains knowledge of Customer Service resources, such as CSC. Maintains knowledge of team-specific operational procedures as needed.
• Facilitates communication between CS Associates and the management team via the ticketing process.
• Coaches CS Associates towards improvement where necessary. Offers "remedial" instruction in tool usage and on other topics as required Conducts weekly 1:1's, Quality Checks, Security Audits and Coaching and Development.
• Assists team with performance improvement efforts. Provides feedback to CSM regarding mentoring or coaching sessions with CSAs. .
• Follows quality, productivity, coaching and mentoring process as prescribed by their CSM, site or department QI teams, or HR Contributes to a positive team environment.
• Proactively aid teammates with difficult customer contacts for both phone and e-mail (as applicable).
• Demonstrates effective communication and cooperation with CSM and co-leads in an effort to manage team work load and morale Contributes to any overflow work from phones or email as appropriate, and as delegated.
• Maintains escalation queues and other queue support as required or assigned Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service.
• Completes approved special projects successfully as assigned Demonstrates mastery of CS operations and tools.

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Part of the pilot batch, evaluated the pilot process and monitored trend data.
• Increased customer satisfaction by resolving issues.
• Resolved publisher issues and escalated concerns with little oversight.
• Monitored systems in operation and quickly troubleshot errors.
• Assisted in streamlining process by identifying process gaps and raising improvement ideas.

• Demonstrates effective, clear and professional written and oral communication.
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
• Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions

• Maintaining the claim details from the clients in MS Excel
• Enquire about the problem related to the medical claims with the Insurance Company through outbound calls.
• Servicing to more than 500 Clients in United States