M. D. MUSHARAF AHMED

• Provided outstanding service to all individuals (Selling Partners), promoting effective and lasting business relationships. Collaborated with colleagues and support staff to maximize team efficiency.
• Maintained AHT, SLA, NRR, and RO parameters throughout the tenure and achieved target metrics.
• Quality metrics were attained with 100% of the intended 96%.
• Trained and gained expertise in Supply chain management: fulfillment by Amazon (FBA), Financial transactions (FFT, FFTd), and marketplaces (M@).
• Email Incident Management on the CRM tool "Paragon" with SLA deadlines

• Billing member's and adjusting account's as per payer guidelines. Kept case data and contact information up-to-date to expedite proceedings.
• Responsible for achieving set parameters: 100% production and 98% Quality. Monitored and guided revenue cycle operations.
• Produced briefs, located records, and organized documentation to support court cases.
• Supported clinical team members with revenue cycle procedures and addressed issues. Worked on client emails and escalations

• Responsible for handling inbound queries about product and service queries and providing superior customer experience in every interaction
• Maintain customer records by updating account information on the tool for records. Responsible for achieving key metrics such as CE, XPR and Productivity
• OUTBOUND:
• Ownership and follow-up of cases via outbound to ensure all cases are driven to closure in best interest of customers
• Resolution of complex scenarios by engaging concerned teams and keeping them in loop with customers
• Handling escalations and aged cases to their resolution
• Keeping backlogs in check to ensure safe and speedy solutions for customers
• INITIATIVES:
• Supported transition queue (TQ) teams for accelerated and qualitative ramp-up
• Responsible for mentoring new hires in voice queues
• Floor support for bottom-quartile agents to upskill them and put them back on the floor: RVP team (Revitalization Program, Bronze Award, FY 16 Q3)
• Helped RVP teams score CE from 33% to 65%
• Part of the pilot team for the reduction of backlog in regard to order status queries.
• Part of the pilot team testing ‘Stella’, a new generation of customer experience-capturing infrastructure.
• Part of the dispatch review team (DRT) to reduce time frame of refunds, concessions and replacement closure
• Complete ownership of order ship report for the entire floor and mediating with inbound and outbound teams to get orders shipped and delivered to customers in promised time frame
• Handled temporary team for entire tenure of their contract
• Met month-end reporting objectives and deadlines.
• Performed reconciliations to ensure the accuracy and validity of financial information.

Aggregate: 70.1 %

• Member of the Editorial Team of the College magazine "PERCEPTIONS"

Aggregate: 88.2 %