Mohammed Zeeshan
Saddle Brook
Summary
Results-driven professional with extensive experience at Accenture, excelling in SQL and performance reporting. Proven track record in optimizing processes and enhancing team efficiency through mentorship. Adept at cross-functional collaboration, achieving 95% SLA compliance while managing complex client needs in high-pressure environments. Committed to delivering exceptional service and operational excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Fulfillment Center Associate
Amazon
Lodi
11.2025 - Current
- Executed efficient order picking and packing processes to meet daily productivity targets.
- Collaborated with team members to maintain workflow efficiency and support operational goals.
- Utilized handheld scanners to track and manage inventory levels in real-time.
- Maintained a clean and organized work area to promote safety and efficiency.
- Inspected items for damages prior to shipment.
- Ensured all safety protocols were followed during operations in the warehouse.
Business Support Assistant – CSR
Willis Towers Watson
Remote
09.2025 - 12.2025
- Completed training focused on communication, discipline, and adaptability in high-pressure environments, enhancing leadership and operational readiness.
Business Support Assistant - CSR
Willis Towers Watson
Remote
09.2024 - 06.2025
- Delivered customer support for 5 health insurance clients, resolving inquiries and ensuring high service quality, expanding portfolio from one to five clients due to exceptional performance.
- Assisted new joiners, improving customer experience.
- Worked with customer PII data, providing solutions to enhance customer outcomes.
- Gathered and analyzed customer feedback, improving quality of service.
Sales Operations Analyst
Accenture
Remote
09.2023 - 09.2024
- Managed Accenture client databases using Salesforce, ensuring high data accuracy for a U.S.-based health insurance client's service operations.
- Streamlined reporting with Excel, enabling data-driven decisions.
- Delivered system health and performance reports to stakeholders, aligning with client go-to-market strategies.
- Conducted meeting with stakeholders and leadership, and created MOM and worked on the outcome in salesforce.
IT Operations Analyst
Accenture
Remote
02.2020 - 08.2023
- Managed SynOps Command Center, monitoring and supporting 300+ RPA processes (Blue Prism, UiPath, Automation Anywhere), achieving 99.9% uptime for a U.S.-based health insurance client.
- Delivered client presentations in SynOps Hub Command Center to new client to onboard them to Accenture.
- Analyzed dashboard data using SQL and Excel, identifying bottlenecks and reducing incident resolution time by 25%.
- Optimized RPA bot usage through data analysis, reducing license requirements and saving client costs.
- Analyzed dashboard data to identify trends, reducing issue recurrence by 15% through cross-functional collaboration.
Customer Service Analyst (SME)
Accenture
Remote
12.2018 - 01.2020
- Promoted to SME, serving as the primary point of contact for a U.S.-based health insurance client, ensuring 95% SLA compliance with HIPAA standards.
- Initially was given one region (CO/NV) after showing exceptional performance was given another region (GA).
- Acted as backup team leader, mentoring 25 team members and designing SOPs, increasing team throughput by 18%.
- Created and presented PowerPoint performance reports to management, optimizing PEGA-based workflows for enhanced user experience.
- Improved the ETY of individuals in team, improving the overall quality of team.
Customer Service Associate
Accenture
Remote
08.2014 - 11.2018
- Provided B2B customer support (on-call and fax) for a U.S.-based health insurance client, maintaining rapid resolution rates and HIPAA compliance.
- Collaborated with engineering teams to escalate and document incidents, ensuring operational continuity.
Education
Bachelor of Engineering -
Don Bosco Institute of Technology
Bengaluru, IndiaBachelor of Computer Applications -
Rabindranath Tagore University
Bhopal, Madhya PradeshSkills
- SQL
- Excel
- Salesforce
- Data Extraction & Analysis
- Performance Reporting
- Blue Prism
- UiPath
- Automation Anywhere
- Salesforce CRM
- ServiceNow
- PEGA
- MS Office Suite
- Agile
- ITIL Practices
- HIPAA Compliance
- Secure Data Handling
- System Health Monitoring
- Stakeholder Presentations
- Cross-Functional Collaboration
- Mentorship
- Process Optimization
- Inventory management
Certification
• Project Management Professional (PMP), PMI (Training), 2021, Completed 10 CEUs and 6 hours of PMI-aligned project management training.
• IBM Data Science Specialization, Coursera, 2021
• Customer Service Excellence, Accenture, 2019
• IBM Data Science Specialization, Coursera, 2021
• Customer Service Excellence, Accenture, 2019
Projects
Data Analysis for Product Optimization, Extracted and analyzed dashboard data using SQL and Excel, delivering insights to reduce issue recurrence by 15% for a health insurance client. Performance Reporting for Stakeholders, Designed and presented uptime reports and operational metrics to leadership and clients, streamlining decision-making and production reviews. RPA Process Optimization, Led 24/7 monitoring and L1 support for RPA bots (Blue Prism, UiPath), resolving 90% of incidents within 2 hours and optimizing bot usage to reduce client costs.
Awards Recognition
- Sales Excellence Future Enterprise, Sales Operations Global, Accenture, 07/01/24, Recognized for outstanding contributions to global sales operations.
- Sales Excellence, Accenture, 12/01/23, Awarded for exceptional performance in sales support and client delivery.
- Client Value Creation, Accenture, 08/01/23, Honored for driving significant client value through data-driven solutions.
- Integrity Award, Accenture, 12/01/22, Acknowledged for upholding high ethical standards in client engagements.
- Client Value Creation, Accenture, 07/01/22, Recognized for impactful contributions to client success.
- Best People Award, Accenture, 2022, Commended for leadership and team collaboration.
- Idea Made a Difference Award, Accenture, 04/01/19, Awarded for innovative process improvements.
- Idea Made a Difference Award, Accenture, 12/01/18, Recognized for impactful ideas enhancing operations.
Core Skills
SQL, Excel, Salesforce, Blue Prism, UiPath, Automation Anywhere, Salesforce CRM, ServiceNow, PEGA, MS Office Suite, Agile, ITIL Practices, HIPAA Compliance, Secure Data Handling, Stakeholder Presentations, Cross-Functional Collaboration, Mentorship, Process Optimization
Volunteer Experience
- Trainee, U.S. Coast Guard
- American Red Cross
Timeline
Fulfillment Center Associate
Amazon
11.2025 - Current
Business Support Assistant – CSR
Willis Towers Watson
09.2025 - 12.2025
Business Support Assistant - CSR
Willis Towers Watson
09.2024 - 06.2025
Sales Operations Analyst
Accenture
09.2023 - 09.2024
IT Operations Analyst
Accenture
02.2020 - 08.2023
Customer Service Analyst (SME)
Accenture
12.2018 - 01.2020
Customer Service Associate
Accenture
08.2014 - 11.2018
Bachelor of Engineering -
Don Bosco Institute of Technology
Bachelor of Computer Applications -
Rabindranath Tagore University