Rahib Hamidi
977 Osprey Dr Lathrop ,CA
Summary
Diligent Service Delivery Ops Senior Analyst with 4+ years of experience in quality auditing, leading an engagement team. Strong relationship-building skills with attention to details and dedication to meeting service delivery timeline detail oriented with an excellent safety record.
Overview
8
8
years of professional experience
Work History
Service Delivery Ops Senior Analyst, MDDOL
Accenture
San Francisco, CA
10.2021 - Current
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Provide trends and insight to the protocol automation team to help improve the protocol flow.
- In charge and leader of the engagement events for the QA team.
- Audit phone calls, Video calls, Chats to ensure the quality specification were met in both accuracy and timely manners.
- Train all the new QA members and also helping them to make sure the met the client expectations.
Service Delivery Ops Senior Analyst , TX WFM
Accenture
San Jose, CA
03.2021 - 10.2021
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Led projects and analyzed data to identify opportunities for improvement.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Assess the quality of the rapid responders and SMEs on the project. To ensure that the agent meet the volume and quality targets for all quality assurance audits.
- Collaborate with a team of quality assurance analysts to review discrepancies between content reviewers and quality analysts.
- Collaborate with the team to help identify quality trends to report to the team's leads in order to maintain the quality metrics are met for the client and the project.
Quality Assurance Analyst FAWG/SPAM FB
Accenture Flex
Mountain View, CA
04.2017 - 03.2019
- Served as information systems liaison with vendors, information services and end-users, making recommendations for optimization of systems and safeguarding overall data integrity.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Educated customers on company systems, form completion, and access to services.
Phlebotomist Technician
Kaiser Permanente
Oakland, CA
12.2016 - 03.2017
- Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
- Accurately labeled vacutainer tubes with patient name, date and time of collection.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Spoke with patient to gather information for lab records, reduce fear or anxiety and optimize cooperation.
Store Manager
Subway
Pleasanton, CA
01.2014 - 11.2016
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Sales Associate Specialist
Macy's
Pleasanton, CA
12.2011 - 12.2013
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
- Displayed merchandise by arranging in appealing and orderly way to boost sales.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
Education
Bachelor of Science - Bachorlers Finance/Marketing
California State University - East Bay
Hayward, CA05.2021
Associate Degree - Marketing/Politcal Sciences
Las Positas College
08.2018
Skills
- Trained a team more than 250 agent in SPAM/FAWG
- Multilingual in [Faris, Dari, Pashto, Hindi, Punjabi]
- Planning and Coordination
- Staff education and training
- Analytical skills
- Leadership
- Advanced Excel experience
- 3 Quality Auditing / Customer Service
- Extensive experience with claim processing for EDD in multiple system
- Experienced in Customer care, client satisfaction and opration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Delivery Ops Senior Analyst, MDDOL
Accenture
10.2021 - Current
Service Delivery Ops Senior Analyst , TX WFM
Accenture
03.2021 - 10.2021
Quality Assurance Analyst FAWG/SPAM FB
Accenture Flex
04.2017 - 03.2019
Phlebotomist Technician
Kaiser Permanente
12.2016 - 03.2017
Store Manager
Subway
01.2014 - 11.2016
Sales Associate Specialist
Macy's
12.2011 - 12.2013
Bachelor of Science - Bachorlers Finance/Marketing
California State University - East Bay
Associate Degree - Marketing/Politcal Sciences
Las Positas College
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