Swimming
Mohammed Usama Kotwal
Process Specialist
Bangalore,Karnataka
Summary
Result-oriented intern Team Leader and a Subject Matter Expert who believes that good customer service can be achieved by analyzing performance numbers. Effective at managing diverse team members to accomplish business goals. Detail-oriented and efficient, with strengths in both project and time management
Overview
14
14
years of professional experience
5
5
Languages
Work History
Process Specialist
Cognizant Technology Solutions, CTS
Bangalore, Karnataka
02.2013 - Current
- Oversee and motivate team of 10 patient services associates.
- Manage team performance and responsible for overall development of team
- Developed several effective spreadsheets used to analyze data
- Administered weekly meetings with client and shared improvement plans
- Assisted with determining appropriate production methods to meet service level agreements by understanding impact of workflow on productions by meeting performance standards
- Worked and communicated with Supervisor, Team Members, and other Departments to meet Client SLA and key performance indicators as required.
- Provided ongoing information to supervisor regarding team member performance and participate in performance discussions.
- · Provided input on Patient Services Process to ensure excellent quality standards toward client satisfaction
- Participating in cross-functional meetings to resolve recurring customer issues
- Drove daily production activities with effective communication and leadership
- Assuring that appropriate processes are maintained and identifying weak areas to improve process and providing suggestions regarding process improvement
- Providing training and conducting quality sessions to team members and new recruits to take up responsibilities
Customer Service Executive
Infosys
Bangalore, KARNATAKA
07.2011 - 01.2013
- Job was to resolve broadband related technical complaints through calls
- Ensuring timely and professional response to complaints, request and queries received
- Managed over 50 customer calls per day.
- Research and compilation of answers for informational requests from customers
- Preparing reports on activities of Customer Care Department or Team
Technical Support Representative
Diya Systems
Mangalore, KARNATAKA
06.2008 - 06.2011
- Handling queries related to web hosting clients
- Managed over 150 customer emails per day.
- Setting up web servers for customers
- Setting up new user accounts, database, email accounts, setting user permissions and ownership, and verification of website issues
Education
Bachelor of Arts -
Karnataka University
06.2007 - 06.2007
Skills
Communication
Ability to Work Under Pressure
Decision Making
Time Management
Conflict Resolution
Leadership
Adaptability
Interests
Travelling
Fishing
Outdoor Sports
Reading
Timeline
Process Specialist
Cognizant Technology Solutions, CTS
02.2013 - Current
Customer Service Executive
Infosys
07.2011 - 01.2013
Technical Support Representative
Diya Systems
06.2008 - 06.2011
Bachelor of Arts -
Karnataka University
06.2007 - 06.2007