Muhammad Ahmed
Summary
I am a seasoned business professional with a proven track record of driving customer engagement, enhancing team productivity, and reducing complaints at JPMorgan Chase & Co. As a Business Analyst at North America Med Tech Group, I excelled in streamlining project delivery and improving operational efficiency. At Fifth Third Bank, I significantly boosted customer satisfaction and product adoption. My expertise spans communication, negotiation, and technical proficiency with tools such as Microsoft Applications and Jira.
Overview
3
3
years of professional experience
Work History
Collection Specialist II
JPMorgan Chase & Co
08.2022 - Current
- Pioneered the use of cutting-edge technologies, demonstrating resilience and adaptability in a high-paced environment
- Excelled in communication, negotiation, and decision-making, leading to a 20% increase in customer engagement and satisfaction
- Took ownership of customer interactions, ensuring empathetic and efficient resolutions, reducing customer complaints by 30%
- Consistently delivered high performance both independently and within dynamic team settings, contributing to a 25% boost in team productivity.
Business Analyst
North America Med Tech Group
03.2021 - 01.2024
- Championed project scope definition and business requirements, creating detailed and effective documentation, which improved project delivery timelines by 20%
- Led interviews, user meetings, and requirement elicitation sessions, resolving 95% of complex issues efficiently
- Partnered with business users to gather and document critical requirements, ensuring project success and achieving a 98% approval rate for deliverables
- Developed comprehensive models and diagrams, streamlining business processes and enhancing project efficiency by 30%
- Improved test cases and QA processes, ensuring top-notch project deliverables and reducing defects by 25%.
Personal Banker
Fifth Third Bank
02.2021 - 08.2022
- Provided exemplary customer service, helping clients achieve their financial goals, leading to a 40% increase in customer satisfaction scores
- Mentored colleagues, enhancing their sales and credit skills for managing complex relationships, resulting in a 35% improvement in team performance
- Mastered a wide range of banking products, ensuring tailored solutions for customers, which increased product adoption rates by 25%
- Developed expertise in branch sales, service, operations, and financial performance, driving a 20% growth in branch revenue.
Education
Associate of Business -
Columbus State Community College
H2k Infosys
Skills
- Proficient in Microsoft Applications
- Adobe Reader
- Jira Work Management
- Experienced with ODC Collections Management System
- First Call
- Customer Assist
- Accounting Systems
- Legal knowledge
- Negotiation
- Financial Documentation
- Account Monitoring
- Analytical and Critical Thinking
- Problem Identification
- Training and Teaching
- Analytical Skills
- Self Motivation
- Written Communication
- Excellent Communication
- Relationship Building
- Problem-Solving
- Time Management
- Decision-Making
- Multitasking
- Team building
Accomplishments
- Achieved outstanding 2023 end-of-year performance ratings, improving business results by 20%, client/customer satisfaction by 15%, and teamwork/leadership scores by 10%.
- Reduced average call handle time by 25%, significantly surpassing the department goal and enhancing customer satisfaction.
- Consistently exceeded branch product sales targets by 50%, driving revenue growth and market penetration.
- Successfully led and coached a new Business Analyst team, improving team productivity by 30% within the first quarter.
Timeline
Collection Specialist II
JPMorgan Chase & Co
08.2022 - Current
Business Analyst
North America Med Tech Group
03.2021 - 01.2024
Personal Banker
Fifth Third Bank
02.2021 - 08.2022
Associate of Business -
Columbus State Community College
H2k Infosys