Summary
Overview
Work History
Education
Skills
Achievements And Projects
Work Availability
Work Preference
Accomplishments
Timeline
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Yonus Ali Mohammed

Yonus Ali Mohammed

Hyderabad

Summary

Operation Manager with a proven track record in process improvement and operational efficiency. Skilled in capacity planning and team leadership, I have successfully enhanced Salesforce workflows and fostered a collaborative environment, driving significant improvements in team performance and customer satisfaction.

Overview

14
14
years of professional experience

Work History

Database Manager

Icon Consultancy services
London
10.2021 - 12.2024
  • Led a team of Salesforce administrators in optimizing CRM workflows through mentorship.
  • Developed strategic enhancement plans for Salesforce processes and user experiences.
  • Conducted workshops to train team members on new features and best practices.
  • Designed customized dashboards for better visibility into performance metrics.
  • Worked with stakeholders to translate business needs into effective Salesforce solutions.
  • Executed retention strategies based on attrition analysis, stabilizing the team.
  • Established performance metrics and career paths to support high achievers.
  • Cultivated an environment of transparency and feedback, improving engagement.
  • Created and facilitated in-house training program for database users to improve productivity.

Team Manager

Cognizant
Hyderabad , Telangana
12.2020 - 09.2021
  • Led a team responsible for managing queries and payments, successfully establishing a centralized Global Gatekeeping unit to improve efficiency and streamline end-to-end processes
  • Designed and delivered in-depth training programs focused on queue management and strict adherence to standard operating procedures (SOPs), ensuring consistent performance across the team
  • Drove client relationship management efforts, effectively resolving escalations and inquiries while maintaining a strong focus on timely and accurate issue resolution
  • Established a structured framework to ensure teams consistently met key process SLAs and performance metrics, including Inventory Management, Turnaround Time (TAT), First Call Resolution (FCR), Productivity, Quality, and Average Handling Time (AHT)
  • Enhanced operational agility and resource effectiveness through targeted cross-training initiatives and strategic buffer management, ensuring business continuity and adaptability during peak volumes

Assistant Manager

Optum global solutions
03.2017 - 02.2020
  • Spearheaded strategic initiatives to improve key operational metrics, effectively managing Turnaround Time (TAT), streamlining production workflows, and upholding stringent quality standards, while also overseeing efficient inventory management practices
  • Designed and implemented robust capacity planning frameworks, ensuring optimal resource utilization and uninterrupted workflow execution, resulting in enhanced team productivity and operational performance
  • Ensured process accuracy and compliance by enforcing adherence to standard operating procedures, while actively promoting a positive and engaging workplace culture through team-wide engagement initiatives
  • Led end-to-end recruitment efforts, applying strategic hiring practices to attract, evaluate, and onboard top talent, thereby strengthening the team with skilled, high-performing professionals
  • Served as a core contributor on a Black Belt project team focused on driving process innovation and operational excellence

Assistant Manager

Artech Solutions
08.2016 - 02.2017
  • Led a team of 38 professionals, fostering a collaborative, results-driven environment focused on achieving operational excellence and team cohesion
  • Successfully managed ad-hoc projects alongside routine workflows, demonstrating agility and a solution-oriented mindset to meet shifting business demands
  • Delivered clear and concise daily reports on inventory levels, production output, and quality standards to senior management, enabling data-driven decision-making
  • Facilitated regular team huddles to motivate staff, share key process updates, and maintain alignment on performance goals
  • Acted as the primary coordinator for incentive program rollouts, ensuring smooth execution and effective communication across the team

Assistant Manager

HSBC
06.2013 - 07.2016
  • Coordinated BRCM (Business Risk and Control Management) reviews during strategic planning, working closely with the country CRE team to streamline data collection and efficiently manage documentation via SharePoint
  • Provided continuous operational support to the CRE function through ORION, ensuring seamless execution of daily processes and driving the success of key control initiatives
  • Acted as a subject matter expert on control-related matters, offering timely guidance and resolution of escalations, thus enhancing stakeholder confidence and operational efficiency
  • Played a critical role in the Reconciliation team's migration process by leading capacity planning, resource deployment, and acting as the primary liaison for all reconciliation activities

E Support Officer

Knoah solutions
06.2011 - 12.2012
  • Handled customer inquiries with a primary emphasis on achieving first-call resolution, addressing product-related queries, and effectively managing escalated chat interactions to ensure optimal customer satisfaction
  • Conducted thorough onboarding for new hires, delivering training sessions that equipped them with the essential skills and knowledge to excel in their roles
  • Implemented strategic cross-sales initiatives by making persuasive calls to customers, encouraging them to consider plan upgrades, thereby contributing to enhanced revenue and customer satisfaction
  • Compiled and presented comprehensive end-of-day reports on team performance to the Team Leader, providing valuable insights and actionable recommendations for continuous improvement

Education

B.Com -

Osmania University
Hyderabad, India
12.2024

Skills

  • Capacity planning and workforce management
  • Leadership and team management
  • Process improvement
  • Service delivery management
  • BPO operations
  • Operations management
  • Customer service and support
  • Problem solving and critical thinking
  • Employee training and development
  • Positive attitude
  • Team leadership
  • Operational efficiency
  • Customer relationship management
  • Training management
  • Payroll administration
  • Employee reviews
  • Microsoft Excel
  • Team building

Achievements And Projects

  • Led a project on login and logout system optimization at ICON Consultancy, resulting in a 12% boost in overall production efficiency through improved time tracking and workforce management
  • Identified and resolved inefficiencies in the process routing system at Optum by fixing issues at the database level, helping the team consistently meet turnaround time (TAT) targets, and never miss an SLA
  • Executed an auditing improvement initiative at Optum using Lean Six Sigma and Pareto analysis, leading to a 35% reduction in process errors through targeted corrective actions
  • Designed and deployed an Excel-based efficiency tool at HSBC, enabling process automation and performance tracking that led to the elimination of three FTEs while maintaining operational quality

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Accomplishments

  • Supervised team of 148 staff members.
  • Promoted to assistant manager after 22 months with the HSBC company.
  • Earned multiple awards for managerial excellence and Best team across all companies.
  • Earned engagement champion quarterly award for zero attrition 5 times and 3 times in a row.

Timeline

Database Manager

Icon Consultancy services
10.2021 - 12.2024

Team Manager

Cognizant
12.2020 - 09.2021

Assistant Manager

Optum global solutions
03.2017 - 02.2020

Assistant Manager

Artech Solutions
08.2016 - 02.2017

Assistant Manager

HSBC
06.2013 - 07.2016

E Support Officer

Knoah solutions
06.2011 - 12.2012

B.Com -

Osmania University

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Yonus Ali Mohammed