Mohd Mohatshim
Delhi
Summary
Experienced assistant manager with extensive experience in team development and performance optimization. I led teams through high-profile projects like Coinbase and T-Mobile transitions, ensuring efficient operations and high customer satisfaction. I focused on resource management, performance monitoring, and mentoring, driving team productivity and achieving business goals. My hands-on approach to managing daily operations and strategic initiatives enabled me to deliver consistent results and foster a high-performing team.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Manager
Concentrix
12.2023 - 01.2025
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Effectively coached direct reports on their performance on a regular basis to ensure performance metrics were achieved, at a minimum, weekly.
- Identified performance-related issues, developed an action plan for improvement, and implemented corrective action, up to and including termination of employment.
- Communicated expectations to employees and provided timely updates.
- Provided subject matter expertise in handling escalated customer calls as needed.
- Conducted Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Scheduled and organized team activities.
- Stayed current on internal work processes, policies, and procedures. Attended required manager development training.
Lead Training & Quality
Concentrix
06.2021 - 11.2023
- Train, coach, and mentor team members on customer service best practices, product knowledge, and problem-solving techniques, resulting in a highly skilled and motivated team
- Utilized effective presentation and facilitation skills, including creative training techniques and adult/accelerated learning techniques, using a variety of training delivery modalities in a classroom environment.
- Prepared and presented training materials through classroom learning, hands-on demonstrations, and supporting activities.
- Supported and partnered with Operations to transition agents from training to the production environment, ensuring competency levels met business standards.
- Ensured effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.
- Participated in and contributed to a continuous learning culture by maintaining engagement with change management, product and service releases, policies, processes, and procedures.
Senior Representative
Concentrix
05.2019 - 05.2021
- Managed customer inquiries and delivered exceptional customer service via chat.
- Resolved customer issues and escalations efficiently, ensuring high customer satisfaction.
- Collaborated with cross-functional teams to drive prompt resolution of customer concerns.
- Consistently met or exceeded performance targets and key metrics.
- Mentored and coached junior representatives to enhance team efficiency and skill development.
- Maintained up-to-date knowledge of company products and services to provide accurate assistance.
- Utilized CRM systems and chat platforms to document customer interactions and maintain precise records.
Data Entry Operator
UPF International
04.2018 - 03.2019
- Oversaw shipping and handling operations to ensure efficiency and accuracy.
- Supervised shipping, receiving, distribution, and workplace safety compliance.
- Utilized warehouse management software to reconcile daily inventory and maintain accurate stock levels.
- Monitored company inventory to ensure databases remained updated and accurate.
- Maintained precise documentation and records to prevent errors in processing and delivery.
Claim Associate
Optum Global Solution
03.2015 - 10.2017
- Accurately processed medical claims in compliance with policies and procedures.
- Reviewed, researched, investigated, negotiated, and adjusted claims to ensure proper handling and resolution.
- Analyzed and identified trends in claims data to provide necessary reports.
- Consistently met established productivity, schedule adherence, and quality standards.
- Collaborated with members and providers to resolve claims errors or issues using clear and simple language.
- Maintained up-to-date knowledge of plan concepts, including deductible, coinsurance, co-pay, and out-of-pocket expenses.
Process Associate
Genpact
01.2014 - 02.2015
- Opened bank accounts for customers of a UK bank, ensuring compliance with all procedures and guidelines.
- Verified customer documentation and ensured that account opening information was accurate and complete.
- Adhered to strict security protocols to ensure the confidentiality and integrity of customer information.
- Collaborated with cross-functional teams to ensure smooth account transitions and issue resolution.4o mini
Education
Bachelor of Arts -
11.2013
Diploma in Software Engineering -
06.2013
Skills
- Leadership and Team Management
- Communication Skills
- Problem-Solving and Analytical Thinking
- Time Management and Multitasking
- Customer Service Orientation
- Training and Development
- Decision-Making Abilities
- Adaptability and Flexibility
- Conflict Resolution Skills
- Attention to Detail
Accomplishments
Coinbase Project – Training Team Member
Contributed to the successful implementation of the Coinbase project at Concentrix by supporting the training team for the initial batches. Assisted in developing and delivering training programs to ensure a smooth transition to the new process. Played a crucial role in facilitating effective knowledge transfer and addressing early-stage challenges to support a seamless process integration.
T-Mobile Process Transition – Training Team Member
Supported the transition of processes to T-Mobile by developing and delivering training for T-Mobile
trainers and agents. Ensured effective knowledge transfer and addressed initial learning challenges to
facilitate a smooth implementation of new procedures.
Certification
- Lean Six Sigma Yellow Belt by Sparen & Gewinn Consulting
Timeline
Assistant Manager - Concentrix
12.2023 - 01.2025
Lead Training & Quality - Concentrix
06.2021 - 11.2023
Senior Representative - Concentrix
05.2019 - 05.2021
Data Entry Operator - UPF International
04.2018 - 03.2019
Claim Associate - Optum Global Solution
03.2015 - 10.2017
Process Associate - Genpact
01.2014 - 02.2015
NIIT - Diploma in Software Engineering,
University of Delhi - Bachelor of Arts,
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