IMTIYAZ MOHAMMED
Chicago,IL
Overview
6
6
years of professional experience
1
1
Certification
Work History
Program Manager
Google Operations Center
07.2020 - 07.2022
- Led process improvement projects at the Hyderabad site, collaborating with multiple stakeholders to enhance existing processes and improve process delivery
- Owned the development of comprehensive metrics dashboards for projects, providing real-time insights and facilitating data-driven decision-making
- Collaborated with various stakeholders to introduce a chat functionality for customers, expanding solution offerings by 38%
- Worked with the Decision Science, Data Analyst, and CS Operations teams on proactive defect elimination, identifying existing system defects and resolving them proactively to anticipate customer inquiries
- This initiative resulted in an annualized impact of preventing 8K repeats
- Initiated and led a project aimed at enhancing data integrity, user satisfaction, and solution offerings by implementing improved verification protocols, user feedback mechanisms, and streamlined internal processes and SOPs
- Collaborated across teams to collect data and develop a tool that streamlined processes, automating email reminders for scheduled phone calls with customers while accounting for time zones, associate shifts, and daylight-saving adjustments
- This effort reduced scheduling errors by 25%.
Senior Operations Associate
Amazon
07.2016 - 06.2020
- Managed customer interaction channels, overseeing operations for chat, call, social media, and email platforms to ensure consistent and high-quality service delivery
- Acted as a subject matter expert for new hires, identifying and addressing job performance challenges to facilitate smoother onboarding and ensuring 100% graduation rate for training batches
- Worked with new recruits to analyze their interactions and implemented strategies that reduced average handling time by 2.5 minutes, thereby increasing overall productivity
- Primary POC for CS feedback and escalations to Transportation team
- Reduced the time spent on sending feedback reports from 40mins to 25mins by automating the report in collaboration with CS ACES team
- Collaborated with stakeholders to introduce a feedback escalation system in Amazon Transportation Services (ATS), addressing customer-reported delivery associate issues
- Orchestrated a post-process, cutting response time from 72 to 24 hours, thereby improving customer complaint resolution
- Launched new feature-DOP (Dart on Phone) for Escalation team in IN reducing Average Handling Time of contact by 65% (10 mins to 3:30 mins) this has been replicated by NA/UK CS teams.
Education
Masters in Economics and Finance -
Valparaiso University
Valparaiso, INBachelor of Engineering -
Osmania University
HyderabadSkills
- Operations and Stakeholder Management
- Problem Solving
- Agile
- Jira
- SQL & Data Analysis
- Power BI
- Process Management
- Financial Analysis
- Project Management
- Econometrics
- Consumer Behavior
- Leadership
- SAS
- Six Sigma
- Advanced Excel
Projects
Econometrics:
Led a comprehensive project leveraging the Poverty Tracker dataset to analyze the impact of gender, children, neighborhood, income, and health on the well-being of NYC residents. This involved extracting, cleaning, and pre-processing data using SQL and conducting detailed statistical analysis with SAS to uncover intricate relationships among the variables. The project aimed to inform strategic policies and interventions, integrating project management methodologies to ensure effective execution and alignment with organizational goals. This initiative facilitated targeted enhancements in the well-being of New York City's population.
Marketing:
Developed a thorough marketing plan for a portable urinal, employing the 4 Ps framework and targeted segmentation strategies. Conducted in-depth analysis of product features, proposed enhancements, formulated pricing strategies, and identified optimal communication and distribution channels. Environmental factors were carefully evaluated, leading to tailored recommendations for product introduction across specific market segments.
Certification
Certified Scrum Master
Six Sigma Green Belt
Power BI Essential
Timeline
Program Manager
Google Operations Center
07.2020 - 07.2022
Senior Operations Associate
Amazon
07.2016 - 06.2020
Masters in Economics and Finance -
Valparaiso University
Bachelor of Engineering -
Osmania University
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