Ramin Izadyar

Serve as a Delivery Management Lead and oversee all work within a tower of operations, including managing the teams, implementing, and improving standard processes and tools to drive operational efficiencies, and meeting operational and financial commitments.

• Ensure necessary tools and training for adherence to account’s operational methodology are accessible to and regularly utilized by all supervisors and managers
• Work with cross functional teams to close gaps in knowledge, processes and tools as related to operational planning, reporting, performance and capacity metrics, process inventories and documentation
• Develop and maintain collateral for progress against major account milestones, important accomplishments, and cross functional performance metrics
• Analyze existing processes for improvement opportunities using Lean Six Sigma or similar methodology
• Perform all steps of Define, Measure, Analyze, Improve and Control (DMAIC) cycle in order to identify issues opportunities, measure the current state, analyze root causes, suggest and pilot improvements and develop controls to keep the process running within defined parameters
• Using operations methodology, assist with designing new business processes
• Work with all levels of an organization, including senior leadership to prioritize and complete projects tasks
• Manage assigned partner relationships, while ensuring the appropriate staffing, communication, and strategic thinking
• Conduct daily monitoring leveraging operational methodologies to proactively identify business risks
• Develop and implement plans for proactive risk mitigation

• Responsible for managing global teams and vendor partners for 200+ people, overseeing daily operations including recruitment, onboarding, QTP, budgeting and invoicing
• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently
• Maintaining positive relationships with clients
• Driving strategic initiatives to improve service delivery, including implementing innovations and process excellence and quantifying the impact of these initiatives
• Identifying customer needs and overseeing service delivery within the business context
• Managing finances and budgets,determining ways to reduce costs without sacrificing customer satisfaction
• Assessing customer feedback and using your creativity to establish, improve, and refine services, remaining organized and meeting deadlines
• Ensuring process delivery targets and SLAs are achieved as per clients expectations
• Own business reviews, presenting operational metrics including trends and focus areas
• Work with cross-functional teams to conduct root cause analyses, communicate improvement recommendations and resolve discrepancies
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise

• Responsible for the daily supervision of a team e.g. delivery, process
• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently
• Managing the workload of the team, make work assignments, and responsibility for developing team members.
• Escalation point for issue resolution for the billing Agents
• Managing effective internal external client relationships within a defined area of responsibility, and provides strategic direction for the project
• Exercises consistent judgment and discretion while delivering on Team SLA s as defined within the project directly related to management policies and the general operations of the business
• Coordinate communications, support creation of training material

• Managing a team of consultants, supervise their work, responsible for the development, implementation, maintenance of the quality system policies, achieving Team targets on SLA's Designed by the client (NPS (Net promoter Score, Csat, Dsat, FTR, AHT, CPA, Retention)
• Ensuring the process delivery targets and SLAs are achieved as per the client's requirement
• Generating daily, weekly & monthly performance dashboards to study agents need and provide appropriate training for bottom line performers
• Nurture, motivate, and assist their team to produce their best work, grow professionally, and feel supported
• Capacity, Scheduling, Creating dashboards for the programs
• Manage QA Analysts (Audits, Shadow Sessions, Client Calibrations etc.) and assign auditing expectations based on priorities
• Drives positive environment on the floor. Conduct daily huddles, monthly Townhall & drive team building activities

• Monitoring Inbound and Outbound calls/chats of assigned agents in a timely manner and make the necessary documentation daily (Sampling Plan)
• Implementation of changes in process For E.g. - Change in policies and procedures, Changes in the monitoring form, Updates etc
• Participate in the root cause analysis of quality issues and ensure the corrective actions are implemented and effective
• Monitor Consultants performance to ensure they achieve quality and productivity standards
• Provide guidance to Consultants, conduct daily huddles, and provide update
• Coach agents by going over monitored calls and provide both positive and negative areas of improvement if needed to increase customer satisfaction

· Maintained the highest level of product knowledge

· Voice and chat based customer and technical support to customers in the US

· Updated of policy and scope of support guidelines