MOHAMMED ABDULLAH ABDUL WAJID
Farmington Hills
Summary
- Offering over 12 years of rich and diversified experience; skilled in blending creative intellect & insight with sharp planning skills for managing business process operations & meeting top / bottom-line objectives EXECUTIVE SUMMARY
- Well versed in monitoring the overall functioning of business processes, identifying gaps/risks, and implementing adequate measures to improve process performance.
- Proficient in analysing the existing processes, evaluating the areas of improvements, and accordingly implementing process modifications.
- Highly skilled in carrying out stage-by-stage data auditing to ensure adherence to technical specifications, also performing rootcause analysis to prevent any recurring issues.
- Core strengths in delivering exceptional outcomes in multi-phase projects by providing strategic direction, implementing project management best practices, and delivering improved operational metrics by providing both onshore and offshore support.
- Rich experience in setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLA's and work processes.
- Expertise in developing and maintaining relationships with key clients and stakeholders to identify emerging needs and business challenges.
- Excellent team leader with a unique blend of Managerial, Technical, Functional and Problem-Solving skills backed by strong record of facilitating cross-functional coordination.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Business Process Analyst II
RANDSTAD INDIA
Hyderabad
09.2022 - 02.2024
- Analyzing and improving business processes to improve overall workflow efficiencies and effectiveness.
- Managing Process improvement - delivering productivity gain, TAT improvement and improve Client Satisfaction. Building professional relationship with business units to manage day-to-day business issues and future growth and interacting with the clients to resolve issues.
- Ensuring end-to-end KPIs are set for all team activities and strive towards achieving the process's end goal.
- Providing effective and timely feedback to the team members about their quality performance.
- Ensuring all processes are performing as per the agreed terms in the Service Level Agreement Timely & Accurate. Ensuring compliance to performance management framework. Reviewing reports daily, initiating action as required.
- Driving change through automation & process improvements by guiding staff towards identifying factors critical to quality that led to reduced process variation, improved capabilities & increased process efficiency.
- Mapping transition plans by carrying out gap analysis and leading the strategic initiatives oriented at the future business growth.
- Building KPI and control check to build process efficiency.
- Ensured smooth operations through regular monitoring, training, performance measurement & by building highly motivated workforce through timely coaching, mentoring & appreciation.
Online Staffing Lead
RANDSTAD INDIA
Hyderabad
10.2021 - 09.2022
- Led a team of 17 Screeners who screen the resumes against set requirements and route eligible candidates to recruiters.
- Worked closely with the recruiting/Hiring managers on the set Minimum and Preferred Qualifications for Job Requirements posted online. Handled the performance/promotion discussions.
Risk Specialist II (Asst. Project Manager - Quality)
AMAZON DEVELOPMENT CENTER
Hyderabad
04.2019 - 02.2021
- Partnered with business stakeholders and/or operations managers to secure resources, scope efforts, set project priorities, milestones, and drive delivery to meet deadlines to meet program goals.
- Built and utilized process inspection mechanisms to manage operations against productivity and cost targets (using AI & ML Automation Models).
- Launched an automated gating mechanism which reduced the time take for performing gating from 72 hours to <15 seconds.
- Performed a deep dive to lead an improvement in notification mechanism, which improved the notification coverage for sellers from 74% to 99% sellers thereby reducing the churn rate of units failing at FC improving the delivery experience.
Risk Specialist I (Quality Specialist)
AMAZON DEVELOPMENT CENTER
Hyderabad
07.2018 - 04.2019
- Worked on Kaizen to improve the decision accuracy of a specialized risk team. 32 solutions have been implemented as of Sepʼ20, which has resulted in 866 bps and 760 bps improvement in decision accuracy for two processes.
- Successfully launched a guided workflow script called Spider which helps in mistake proofing the decisions taken by associates, YTD 2019 this helped prevent ~$2.3MM in bad debt by reverting 190K transactions.
- Audited 80 cases per week to identify error patterns, repetitive errors, process gaps and used the acquired data to propose revised metrics, training requirements and development plans for the quarter.
Sr. Investigations Specialist (Authentication Specialist/Global Advisor)
AMAZON DEVELOPMENT CENTER
Hyderabad
01.2017 - 07.2018
- Worked across team(s) and Ops organization WW to enable investigators to take right action for customers and drive business metrics.
- Partnered with managers at the sites/functions to continuously evolve advisor roles and provide feedback to operations teams based on the trend analysis and patterns observed through advisor/investigator working relationship.
- Structured and developed implementation of plans and works with Ops leaders to pilot and test innovative solutions and then roll-out across the broader Ops organization at country/cross-country and/or cross regional level.
- Provided support as and when required for overtime, deep dives, mentoring new batches, Kaizen, escalations, and cross training.
Team Lead - Customer Service
SERCO BPO
Hyderabad
11.2014 - 11.2016
Sr. Technical Support Associate
SERCO BPO
Hyderabad
01.2013 - 10.2014
Sr. Process Associate
WIPRO TECHNOLOGIES
Hyderabad
05.2011 - 12.2012
Education
Master of Science - Management Information Systems
Union Commonwealth University
Barbourville, KY05.2025
BCom. - Computers
Hyderabad St. Paul's Degree College
Hyderabad01.2008
Skills
- E-commerce
- Risk Management
- Fraud Detection & Prevention
- Customer Relationship Management
- Performance Improvement
- Process Improvement
- Continual Improvements Process (CIP)
- Process Migration/Transition
- Process Escalation Management
- Service Delivery Management
- Client Management
- Stakeholder Management
- Technical Support
- Incident Management
- Problem Management
- Change Management
- Key Performance Indicators (KPI's)
- SOP Development
- Training & Development
- Global Team Leadership
- Microsoft Office
- Google Suite
- Macros
- SharePoint
- Tableau
- Microsoft Project
- Lucid Chart
- Lucid Spark
- DrawiO
- SQL
- Google Tables
- Smartsheet
- FMEA
- Root Cause Analysis
- SWOT Analysis
- GAP Analysis
- 5-Why
- Cause & Effect Diagram
Certification
- Lean Six Sigma Green Belt, Advanced Innovation Group Pro Excellence (AIGPE), 10/01/22, UC-4c526ebf-efe04d22-aea9-19e0d7b7873d
- IIBA IT Business Analyst, COEPD LLC, 03/01/20, 1201483103
- Process Mapping Specialist, Advanced Innovation Group Pro Excellence (AIGPE), 08/01/22, UC-89361212-12f346d2-99e1-f9a0c8452d93
- Value Stream Mapping: VSM Specialist, Advanced Innovation Group Pro Excellence (AIGPE), 04/01/23, UCe0413c3a-5c99-47e5-8214-c3eb9762167a
- ISO 9001:2015 Quality Management System Auditor, Udemy, 04/01/23
- Master Lateral Thinking, Udemy, 09/01/22, UC-90c79642-fe4f-4dbe-a9ad-7d575fc05d83
Awards
- Team Lead of the Month: 6 times
- Quality Pundit: 7 times
- Employee of the Month: 4 times
- Best Project: 1 time
- Corner Stone Award: 1 time
- Peak Warrior: 1 time
- Perfectionist Award: 3 times
- Bulls Eye Award: 2 times
- Star Performer: 2 times
- Quality Master: 3 times
- Best Team: 1 time
Personal Information
- Work Permit: CPT
- Visa Status: F1 Visa
Timeline
Business Process Analyst II
RANDSTAD INDIA
09.2022 - 02.2024
Online Staffing Lead
RANDSTAD INDIA
10.2021 - 09.2022
Risk Specialist II (Asst. Project Manager - Quality)
AMAZON DEVELOPMENT CENTER
04.2019 - 02.2021
Risk Specialist I (Quality Specialist)
AMAZON DEVELOPMENT CENTER
07.2018 - 04.2019
Sr. Investigations Specialist (Authentication Specialist/Global Advisor)
AMAZON DEVELOPMENT CENTER
01.2017 - 07.2018
Team Lead - Customer Service
SERCO BPO
11.2014 - 11.2016
Sr. Technical Support Associate
SERCO BPO
01.2013 - 10.2014
Sr. Process Associate
WIPRO TECHNOLOGIES
05.2011 - 12.2012
Master of Science - Management Information Systems
Union Commonwealth University
BCom. - Computers
Hyderabad St. Paul's Degree College