Abdul Khadeer Mohammed
West End,QLD
Summary
Perceptive Business Consultant and dedicated employee with experience in building revenues, improving processes, driving transformation and business growth. Comprehensive background in designing workflow and driving results through innovative technical strategies (RPA/AI) to provide better customer experience.
Overview
18
18
years of professional experience
Work History
Business Analyst
Career Path One PTY LTD
05.2023 - 05.2024
- Consulted with clients across various sectors, including eCommerce, mobile app development, digital marketing, and IT services, to understand business objectives and requirements.
- Conducted process mapping, gap analysis, and identified inefficiencies in existing business practices and system functionalities. (identifying, investigating, and analysing business processes, procedures and work practices).
- Formulated and documented comprehensive business requirements, user stories, and functional specifications for software development teams. (working with users to formulate and document business requirements, developing functional specifications for use by system developers)
- Utilized project management methodologies (Agile, Waterfall) to plan, resource, and manage projects from initiation to deployment. (using project management methodologies, principles and techniques to develop project plans and to cost, resource and manage projects)
- Collaborated with cross-functional teams, including developers, designers, and QA, to ensure successful implementation of solutions.
- Developed and executed system test plans, ensuring quality, integrity, and compliance with industry standards. (taking responsibility for deploying functional solutions, such as creating, adopting and implementing system test plans, which ensure acceptable quality and integrity of the system).
- Conducted process mapping, gap analysis, and identified inefficiencies in existing business practices and system functionalities. (identifying and evaluating inefficiencies and recommending optimal business practices and system functionality and behaviour)
- Evaluate and identify process inefficiencies/automation opportunities using process maps, VSM, and a benefit quantification business model. Monitor project metrics and implement improvements.
- Innovation thinking utilizing process re-engineering, RPA, AI, and Analytical solutions.
Associate Manager - Operations Analyst
Tech Mahindra
04.2018 - 06.2022
- Enhancing operational rhythm by studying business functions, analyzing, understanding, and documenting the business processes in detail where required, building database, evaluating output requirements.
- Identifying and supporting creation of appropriate automation workflows, scalable and efficient process Framework/Landscapes.
- Responsible for continuous improvement, Process Re-engineering, Robotics Process Automation, Process Digitization using Process Excellence & Business Process Management approach.
- Responsible for creating process transformation maturity roadmap, Organizational process framework and model.
- Coordinating with multiple sub ordinates to address the technical problems, suggestions on service improvement.
- Enforcing process standardization culture to deliver quick and effective resolution to the customer with meeting defined SLA's like Net Promoter Score, Average handling time, First call resolution (two and seven days).
- Expand project plan, process and techniques to run smoother operations.
- Validate resource requirements and estimate cost to run profitable operations.
- Conduct one-one/group meetings to understand ongoing operations issues to enhance customer experience.
- Representing in patch management sprints to showcase what worked well and what we found to drive successful business.
- Participate in capacity planning and forecasting meets.
- Initiating meetings with work force management teams concentrating on significant faults impacting operations such as resourcing, channel volumes, systems etc.
- Prepare review packs by collating historical data, analyzing and summarizing achievements and variations.
- Define KPI's by identifying project milestone, phases and tenure.
Customer Service Supervisor
Contactopia FZC
04.2012 - 01.2018
- Collaborate with clients to gather and analyze specific business requirements.
- Design and develop comprehensive business strategies across various functions, encompassing detailed analysis, requirements documentation, process mapping, implementation planning, user acceptance testing, output evaluation, and database management.
- Maintain a portfolio management approach for all projects, ensuring comprehensive documentation for users, trainees, and stakeholders.
- Oversee patch management sprints to address process vulnerabilities.
- Contribute to capacity planning and forecasting sessions to align resources with business needs.
- Preparing monthly roster and following upon daily attendance.
- Ensuring quick resolution provided to the customers within the defined SLA.
- To audit the calls and scrub the case logs on daily basis to identify the training needs, ensure proper resolution is provided to the customers and also providing feedback whenever required.
- AHT and Break management and ensuring that team productivity targets are met.
- Facilitate communication between stakeholders to define performance improvement plans.
- Ensuring the internal and external customer satisfaction.
TIER 2 Operations Analyst
Mahindra Satyam
11.2006 - 01.2011
- Managing a team of 10-15 Technical Support and Senior Technical Support Associates in the Resolver Group.
- Ensured all BMC Remedy and Service Now tickets were actioned within the established SLA while adhering to SOP and provided accurate resolutions.
- Ensuring that the best possible use of all available resources is made in order to continually deliver great customer service and the highest level of customer satisfaction.
- Ensuring that everyone on the team abides by the policies and procedures. Fostering a culture of trust, cooperation, self-assurance, and ownership.
- Supervise team's performance and efficiency. Manage ticket queue and work distribution for smooth operation.
- Devise and review action plans with SPOCs, create weekly reports by analyzing data trends, and provide recommendations to customers.
- Responsible for employee engagement, attrition control, resolution drive, operational matrix control (FCR 7, CPH, eNPS, and invalid truck rolls), and BQ management. Implemented procedures and improvements to improve retention and customer satisfaction.
- Participates in inter-process calls and presents process improvement opportunities to customers.
Education
MBA -
Anwar Ul Uloom College of Management
Hyderabad,IND01.2018
Bachelors of Commerce -
Anwar Ul Uloom Degree College
Hyderabad,IND01.2011
Skills
- Consulting, Innovation/Transformation, RPA, Process Re-Engineering
- SDLC Methodologies (Agile & Waterfall Methodologies)
- Business & Product Requirement Gathering
- Functional Prototyping & Wire framing
- Business Process Modeling/Mining (SAP Signavio)
- Confluence/JIRA Knowledge , Celonis for Consulting
- Project Management
- Telecom OSS and BSS
Languages
English
Hindi
Urdu
Reference
Will be provided on request
Personal Information
- Passport Number: R2415372
- Father's Name: Mohammed Abdul Raouf
- Title: Business Analyst
- Date of Birth: 01/21/1987
- Marital Status: Married
- Religion: Islam
Timeline
Business Analyst
Career Path One PTY LTD
05.2023 - 05.2024
Associate Manager - Operations Analyst
Tech Mahindra
04.2018 - 06.2022
Customer Service Supervisor
Contactopia FZC
04.2012 - 01.2018
TIER 2 Operations Analyst
Mahindra Satyam
11.2006 - 01.2011
MBA -
Anwar Ul Uloom College of Management
Bachelors of Commerce -
Anwar Ul Uloom Degree College
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