Mohammed Imran(LSSGB)

Experience

• 

  Aegis Bpo Pvt Ltd

  Sept 2009 - Jul 2012

  Quality Assurance – Business Quality Specialist

  1. Audit and Share Feedback to the CSR.2. Analyze the gaps and work towards process improvement.3. Share reports on a daily, weekly and monthly basis.4. PowerPoint presentations (MBR) prepared and projected to forecast the present Business and plan for best results in future.Inbound Process Handled : @ AEGIS BPO Services LtdThe Mobile Store, Yahoo Small Business, Yahoo Sales Marketing, Via world, Deccan Airways.Outbound Process Handled : @ AEGIS BPO Services LtdThe Mobile Store, Yahoo Small Business, Yahoo Sales Marketing, Airtel Retention process – Mobile, Landline & Broadband. Show less

• 

  Flipkart

  Oct 2012 - Nov 2019

  Job Profile 1. The role of Lead-Escalation Management is to address customer’s escalations to Senior Management including COO and CEO of the organization. 2. The responsibility also includes but not limited to providing visibility of customer’s pain to senior leaders within the organization for necessary corrective and preventive actions.3. Responsible for working closely with various stakeholders within the organization to sought resolution of customers ’problems, perform RCA and highlight failures for necessary corrective and preventive actions.4. Responsible for providing VOC and data visibilities to entire organization with respect to customer’s escalations for CAPA and process improvements.5. Training people on the Process with extensive approach and track performance.6. Sets and achieves customer First department goals and results by using ‘best practice' leadership and management principles and ensuring adherence to organizational procedures, policies, and systems. Maintaining Timeline and accuracy report of all.7. Help solve problems that affect the service, efficiency, and productivity of the team.Recommend changes in the current Process and policies which would benefit the Business with better customer experience. Show less

  • Team Lead - Escalation Management (RCA and CAPA), Strategy & Design (Policies & Research)

    Dec 2014 - Nov 2019

  • Business Quality Specialist

    Oct 2012 - Nov 2014
• 

  Bounce

  Nov 2019 - May 2021

  Assistant Manager》Cx Design - PE, Compliance, RCA & CAPA

  Job Profile 1. CX design & Process Excellence: Review the existing process & design SOP to suit the business requirements.2. New Launch (Process/Offers): Experience in launching multiple new processes from scratch. Liaise with stakeholders prior to process/offer launches, align on deliverable and design SOP/flows for Customer service unit.3. Process Revamp: Experience in stabilizing processes with multiple recommendations to the stakeholders to enhance the process and customer experience.4. Automation: Set up multiple automations and triggers in the ticketing system for the benefit of multiple teams/stakeholders working for Cx resolution.5. RCA and CAPA: Set up a process to perform RCA and highlight failures for necessary corrective and preventive actions for multiple failures leading to escalations. Work closely with various stakeholders within the organization to sought resolution of customers ’problems.6. Compliance: Set up a process to perform Audits on Monetary transactions, drive adherence with the coordination of Ops team to improve the compliance % and reduce the revenue leakage %. Show less

• 

  Reliance Retail

  May 2021 - now

  Manager - Learning & Development, Quality Assurance and Process Excellence (Voice & Non-voice)

  Name of the organization : Ajio (B2B Business): Position Held: Manager - Learning & Development, Quality Assurance and Process Excellence (Voice & Non-voice)Duration : May 20th, 2021 - PresentJob Profile • Learning & Development: KRT score is =>98%.o Build training Content & NHT Lesson Plans for smooth and structured training of new LOB’s.o Reviewing training content for existing businesses as per business need on a real-time basis.o Knowledge transfer & Update communications to support team at Partner location on real-time changes in process.o Tracking and Governing the training team with on time reports for multiple activities.• Quality Assurance: Score is =>96.0% V/s the target of 90%.o Set up a process to perform Audits (BAU/Focused) on interactions handled by the support team at partner location.o Drive adherence with the coordination of required stakeholders to improve the compliance % and reduce the revenue leakage %.o Build SMART POA’s with the coordination of required stakeholders to improve the CE scores with reduction in defection %/AOI’so Built DT based KM Portal for support team to handle interactions efficiently to ensure reduction in errors & escalations.• Process: o Review the existing process & design SOP to suit the business requirements.o New Launch (Process): Experience in launching multiple new processes from scratch. Liaise with stakeholders prior to process launches, align on deliverables and design SOP/flows for Customer service unit.o Process Revamp: Experience in stabilizing processes with multiple recommendations to the stakeholders to enhance the process and customer experience.o Automation: Working with development team to build a new UI with integration of multiple backend tools and information to enhance support team experience. Show less