Joveria Mumtaz

Experience

• 

  LASON INC

  Jul 2000 - Jul 2006

  Project Manager

  • Managed back-office scanning and data entry projects, using statistical analysis to monitor productivity and quality.• Developed training programs to optimize production, improving output by 15%.• Coordinated with cross-functional teams to resolve client issues promptly, ensuring satisfaction and timely delivery.

• 

  HOV Services

  Jul 2006 - May 2010

  Quality Control Manager

  • Designed and implemented a Quality Control Plan to ensure compliance with client SLAs, resulting in a 20% reduction in turnaround time.• Led error analysis and implemented corrective actions, reducing defects by 15%.• Managed a team of 5 QC staff, training them in Lean methodologies and continuous improvement techniques.

• 

  AET Solutions, Inc.

  Jun 2010 - Nov 2014

  Operations Manager / QA Trainer

  • Trained and mentored a team of QA testers to ensure high-quality software releases by developing comprehensive test plans and troubleshooting defects.• Promoted from QA Trainer to Operations Manager within two months due to leadership capabilities and expertise in process optimization.• Played a key role in defect identification and resolution, significantly improving product quality and market share, leading to a 15% increase in customer satisfaction.• Developed detailed test cases and executed functional, integration, and regression tests to ensure software quality.• Collaborated closely with development teams to identify, track, and resolve defects, ensuring high- quality releases.• Conducted database testing using SQL to verify data accuracy and integrity, ensuring alignment with client requirements. Show less

• 

  Dialog Direct

  Nov 2014 - Oct 2024

  • Spearheaded a backlog clearance plan, optimizing staffing and scheduling, resulting in improved throughput and consistent on-time client deliveries.• Led a team of 20+ agents, achieving operational goals while maintaining high levels of productivity and morale.• Implemented process improvements that boosted operational efficiency by 25%, reducing processing times and enhancing client satisfaction.• Managed pre-audit and exception processing, reducing errors by 15%.• Led system testing efforts, providing actionable feedback to development teams to resolve software issues quickly and enhance functionality. Show less • Managed the Box Tops for Education (BTFE) project, ensuring timely processing and accurate results while meeting client expectations.• Created and maintained dashboards to track KPIs, improving data transparency and reducing errors by 15%.• Developed SOPs, training materials, and process workflows, improving team efficiency and reducing onboarding time.• Fostered strong client relationships through clear communication, proactive issue resolution, and timely reporting. Show less

  • Operations Manager

    Jun 2016 - Oct 2024

  • Program Manager

    Nov 2014 - Jun 2016