Arash Ferdosian
Leesburg,Virginia
Summary
Strong leader experienced in enhancing employee and customer satisfaction and business success. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Problem solver, networker and consensus builder. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
8
8
years of professional experience
Work History
Operations Manager
ID.me
02.2023 - Current
- Lead a team of 6 fraud analysts and maintain team's awareness of regulatory developments and industry best practices, by auditing analysts and implementing learnings to daily activities.
- Monitor wait time queues and balance workforce according to volume projections.
- Lead hiring, onboarding and training of new hires to fulfill business requirements.
- Liaise between product, engineering and member experience teams to develop and implement strategies to maximize customer satisfaction.
- Analyze member accounts and data to detect patterns of fraud and anomalies.
- Perform risk assessments to determine level of fraud risk and prioritize investigations.
Tier 2 Support Lead
ID.me
11.2020 - 02.2023
- Lead a team of 15+ support help desk and fraud analysts. Manage schedules and timesheets, improve productivity and clearly define expectations.
- Review legal documents for identity verification per federal and state guidelines.
- Assisted the training department in opening new BPO sites across the country by training and coaching new team members on processes, achieving audit scores of 98% and above.
- Responsible for maintaining the daily KPI's according to current department objectives.
- Troubleshoot and resolve complex technical issues related to hardware, software, networking, and other IT systems.
Senior Training Specialist
Alamo Drafthouse
01.2016 - 11.2019
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Traveled to different states to open new locations, train all staff and and implement processes to prepare them for opening day.
- Coordinated ongoing technical training and personal development opportunities for staff and assess skill levels and areas of strength and weakness.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Monitored and evaluated training performance to determine quality and cohesiveness.
Education
GED -
Potomac Falls High School
Potomac Falls, VASkills
- QA Controls (Scorebuddy, Qualtrics)
- Zendesk proficient
- Atlassian and JIRA software admin
- Change Management
- Training and development
- Process Improvement
- Detail Oriented
- Data Analysis
- Conflict Resolution
Timeline
Operations Manager
ID.me
02.2023 - Current
Tier 2 Support Lead
ID.me
11.2020 - 02.2023
Senior Training Specialist
Alamo Drafthouse
01.2016 - 11.2019
GED -
Potomac Falls High School