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Khalid Rahman

Khalid Rahman

Operations Manager

Followers of Khalid Rahman237 followers
location of Khalid RahmanDallas-Fort Worth Metroplex

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  • Timeline

  • About me

    Connectivity Operations @ Quest Diagnostics | Experienced IT Professional & Team Leader | Data-Driven Decision Making | Tableau Desktop | Knowledge Management | Process Improvement| Avaya CMS | ServiceNow | Five9 |

  • Education

    • Southeastern Oklahoma State University

      -
      Bachelor of Business Administration - BBA

  • Experience

    • Quest Diagnostics

      Dec 2003 - Apr 2024
      Operations Manager

      Manager, Connectivity Operations (May 2013 – April 2024) Led and managed multiple teams within the Customer Connectivity Help Desk, including Tier 1 call center staff, Premium Services, Validation Testing, Failed Orders, and a team located in, India. - Improved efficiency by developing department and team metrics in Tableau Desktop, resulting in data-driven decision making and enhanced productivity. - Streamlined operations by creating knowledge articles, training materials, and working on implementing cognitive AI for the support staff. - Consistently exceeded KPIs for Team Satisfaction Factor (TSF) and First Call Resolution (FCR), raising the bar annually. - Utilized Avaya CMS Supervisor, Five 9, and Service Now, Excel, and Tableau to effectively manage team performance and resolve complex client issues. Show less

  • Licenses & Certifications