Osman Salim

Experience

• 

  Cognizant Technology Solutions

  Sept 2014 - May 2017

  Senior Process Executive voice

  Working in banking and financial domain for a US mortgage client. Researching on cases which lead to delinquencies by performing website search of the authorities.Procuring information by placing calls to US taxing authorities.Determining the liability and charging accordingly.Providing floor support to new trainees.Managing and handling assignment of cases.Creating completion and error reports for the client.

• 

  Amazon

  May 2017 - now

  Summary:• Spearheaded process optimization initiatives, resulting in a 20% increase in operational efficiency YOY.• Led a team of 25+ professionals, fostering a collaborative and high-performance work environment.• Successfully managed end-to-end supply chain related operations, optimizing processes and reducing operational costs by 20%.• Led a cross-functional team, fostering collaboration and achieving operational excellence.• Monitor and analyze key performance indicators to identify areas for improvement through regular performance reviews, individual feedback and professional coaching.• Trained and mentored high-performing team through Spearheaded company's talent acquisition and recruitment processes.• Established and streamlined operational processes for data augmentation, efforts, independently drove process excellence initiatives to re-engineer processes to quickly respond to business needs.• Collaborated with legal and finance teams to ensure contract terms aligned with business objectives.• Communicated with internal or external stakeholders to identify issues and propose solutions for long term sustainability of processes.• Combining the data (using Salesforce, Excel, SQL and/or other data management systems) and to perform analysis as needed.• Drove various processes at a component level (Productivity, Quality, Utilization, SLA) to meet key operational goals. Show less • Leading and motivating a team of 10 associates through 1:1s, behavioral and customer handling coaching and individual development plans; develop talent and manage team performance in order to meet and exceed customer satisfaction goals.• Experience in instituting and driving large KPIs for large teams, setting benchmarks, baselines and productivity targets for span.• Handling a team of 39 associates and making sure they achieve the benchmark with utmost quality in ML/AI annotation.• Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.• Assuring the team productivity and quality is achieved by creating robust SOP (Standard Operating Procedure).• Trained 40 new hires.• Providing floor support and driving the floor for effective utilization.• Preparing Stack ranking metrics for monthly and quarterly rankings.• Preparing performance metrics, Operational metrics, and HC metrics of the auditors.• Writing SOP’s and preparing new use-case DOC for stakeholders.• Creating use-case metrics that is shared with the stakeholders on a monthly basis.• Writing basic SQL queries for data procurement and analysis. Show less

  • Manager 1, Operations

    May 2022 - now

  • Team Manager (Senior Quality Specialist)

    Apr 2020 - Dec 2022

  • Quality Specialist

    May 2017 - Apr 2020