Khaled Mukarrum Khan

· Manages performance and behavior of 15-20 Associates through effective 1:1 meetings, coaching, and mentor ship and would operate from the Desk.

· Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.

· Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.

· Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts desk performance and the overall Client experience.

· Acts as workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.

· Manages schedules, monitors adherence, time-off planning, and attendance in partnership using Workforce Management.

· Participates in daily RCA events to identify and implement process improvement change initiatives.

· Conducts interaction audits and provide coaching to improve performance coordinating with the QA/SME team

· Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues

· Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

· Liaise with other departments such as Customer Service, Tier 2 Investigations, or Payments teams as required to resolve Clients issues and questions.

· Act as bridge to Merck clients and Client Relationship Manager for all the activities that happen on regular intervals.

· Participate in test screening new hires whenever there is a business requirement.

· Participates in daily RCA events to identify and implement process improvement change initiatives.

· Conducts interaction audits and provide coaching to improve performance coordinating with the QA/SME team.

· Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

· Liaise with other departments such as Customer Service, Tier 2 Investigations, or Payments teams as required to resolve Clients issues and questions.

· Act as bridge to Merck clients and Client Relationship Manager for all the activities that happen on regular intervals.

· Onboard new business products\projects as well as conduct KT sessions to complete desk.

· Connect with Command Center Operations for any kind of Service Disruptions or Outages reported at the helpdesk.

· Participate in improvement of knowledge articles periodically\as and when required.

· Participate in test screening new hires whenever there is a business requirement.

· Actively involve in preparing presentations and reports which are demonstrated to the clients.

• Utilized gauges, tools and equipment to complete in-depth assessments.
• Inspected Google maps with accuracy, reporting problems or defects quickly.
• Identified and helped resolve production problems, increasing output while reducing errors.
• Stayed up-to-date on changing product trends by studying local markets, street views, map designs and specifications.
• Liaised between production and quality assurance departments to streamline processes and increase daily productivity.
• Maintained high standard of workmanship by using only approved data, materials, tools and test equipment.
• Evaluated items to assign grades and marked quality level, rejection status or acceptance.

• Providing technical support to HP customers via call for US region which also included sale of extended warranty for user laptops.
• Meeting daily targets along with maintaining quality - both communication & knowledge wise.