Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Projects Undertaken
Trainings
References
Timeline
Generic

Mohd. Adnan Zafar Khan

New Delhi

Summary

To lead a team of professionals who create opportunities for development and enhancement of processes by implementing quality tools for organizational growth.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Assistant Manager

American Express
Gurgaon
11.2003 - 12.2009
  • There are more than 300 different cards we service but I along with my team of 183 people dealt with Centurion Cards
  • We reset customer’s online password for the access of his online account on www.americanexpress.com
  • We take payments and advice card member about the opportunities on the account
  • We take care of their credit rating and scores
  • We also assist them in enrollment and execution their membership rewards point
  • Specific accounts assignment to the team
  • Targets setting and achievements.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Ensured compliance with safety regulations and company policies.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Resolved conflicts between team members in an effective manner.
  • Managed customer service inquiries and complaints in a timely manner.
  • Maintained up-to-date knowledge of company products and services.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Communicated regularly with customers to gain insights into their needs.
  • Established processes for monitoring customer satisfaction levels.
  • Implemented new procedures or systems to improve efficiency within the organization.
  • Facilitated interdepartmental communication by attending meetings or providing updates.
  • Served as a liaison between staff members and senior management personnel.

GE Capital Intl. Services
02.1999
  • GE CAPITAL REAL ESTATE
  • A leading finance provider for commercial properties
  • Company is in the mainstream business of re-financing, renovations and origination
  • Insurance & Taxation
  • Documentation and reviewing of insurance policies with a stern focus on identification of various deficiencies therein, objective is to notify the agents/ borrowers in time
  • To track and record renewal of insurance policies, this includes payment of insurance premiums for various coverage’s, which are on behalf of the borrower/ mortgagee
  • The job involves direct interaction with clients/agents based over the USA
  • To prepare and execute various BCP (Business Continuity Plans) and DRP (Disaster Recovery Programme) as a measure for optimum risk management
  • Quality monitoring and Documentation of the work done by all the team members
  • HR representative for the Commercial Finance COE as a link between the support and operations
  • Taking up team related issues with HR
  • Floor walking to check malpractices and ensure compliance
  • Update attendance records and prepare daily team reports
  • Creating and updating all processes in the SOP (Standard Operating Procedures).

GE APPLIANCES – WholeSale Parts
  • Allocating, ordering and shipping spare parts of the entire range of appliances across U.S to the stores
  • Handling of customer queries relating to ordering of GE appliance Parts
  • Meeting the weekly sales targets
  • Working in one of the high-end technical process of GE CAPITAL
  • Involves the sales and order processing of GE Appliances Parts
  • Deal with the look up of parts and other technical queries
  • Address customer grievance and resolve conflicts by handling supervisory calls
  • Training and mentoring the ramp up teams
  • Worked on different projects, which helped define problem areas and helped the process to meet its targets.

Education

Masters of Commerce -

01.2001

Bachelors of Commerce -

01.1998

Diploma In Nutrition(Georgia,USA) -

01.1998

Senior Secondary -

01.1995

Skills

  • Quality tools implementation
  • Process enhancement
  • Customer service
  • Credit rating and scores management
  • Membership rewards point execution
  • Team management and leadership
  • Targets setting and achievements
  • Documentation and reviewing of insurance policies
  • Business Continuity Plans (BCP) and Disaster Recovery Programme (DRP)
  • Quality monitoring and documentation
  • HR representation for Commercial Finance COE
  • Compliance enforcement
  • Sales target achievement
  • Technical queries handling
  • Task Delegation
  • Product and service knowledge
  • Recruiting and interviewing
  • Operations Management
  • Employee Performance Evaluations
  • Sales Growth
  • Strategic Planning
  • Customer Relationship Management (CRM)
  • Customer rapport
  • Orientating and training
  • Workload Management
  • Staff Training and Development

Certification

Headed the Blue Box Training team from along with the managing AMEX Black (Centurion Card) from June 2006 till Dec 2007.

Achieved Highest level of customer satisfaction in Jan 2008 by receiving the Customer service award call “Star of the Year”.

Languages

Urdu
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1

Accomplishments

Team Extra Miler.

● Customer Appreciation awards (14 Times)

● Star of the Month (For Transport) (5 Times)

● Highest Upseller for Qtr. III ‘02

● Star of the Month (August ‘02)

● Award from the Client

● Client’s award for Outstanding Performance (Feb’01 – May’03)

● Star of the Month (August ’03)

● Awarded ‘Above & Beyond’ by the Customer for clearing of the existing backlog & adding new portfolios to the process.

● Taking the process to 9.5 sigma level in achieving the targets.

Projects Undertaken

Error Rate

The crucial error reduction project highlighted the reasons for errors and helped in their substantial reduction. The project involved detail analyses, monitoring of calls, making slides and conducting a presentation to the team.

Hold Time

Hold time project was aimed at bringing down the percentage of held calls to 5%. It involved identifying the various reasons for held calls, measuring the No. Of calls held per day and devising ways of reducing them

Blackbelt Projects:

Sales Per Hour Project

Sales per hour project was aimed at increasing the sales by promoting upselling and increasing the sales per call & sales per hour, per agent. It involved identifying the various reasons for low selling rate, measuring the No. Of calls taken by the agents, calculating the conversion rate and identifying the ways to promote selling.

Trainings

● DMAIC

● Young Leaders Development Programs.

● Inner GE tower

● Conference Call Essentials

● Business Writing Skills

● Process training GE Appliances Parts

● Brown Bag Chat(An introduction for Quality tools)

References

References available upon request.

Timeline

Assistant Manager

American Express
11.2003 - 12.2009

GE Capital Intl. Services
02.1999

GE APPLIANCES – WholeSale Parts

Masters of Commerce -

Bachelors of Commerce -

Diploma In Nutrition(Georgia,USA) -

Senior Secondary -

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Mohd. Adnan Zafar Khan