Zubiar Mohammed
Data Management
Chicago,IL
Summary
Dynamic professional with extensive experience at Cognizant Technologies Solutions, excelling in quality management and operations. Proven track record in enhancing service delivery and compliance through strategic planning and team leadership. Adept at performance analysis and problem resolution, driving continuous improvement initiatives to elevate operational efficiency.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Process Executive (Quality & Compliance)
Cognizant Technologies Solutions
01.2019 - 04.2022
- Perform audit allocation for team on daily basis through Salesforce application.
- Auditing cases and checking for compliance and quality violations.
- Providing feedback to agents through dedicated web application and emails.
- Performing Internal Quality check for team and providing feedback through FMS (Feedback Management System).
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Collaborating with quality team members and department managers to implement procedural remedies.
- Performing activities like “Data Clean up, Consolidation of Data, Disputes responses, Calibrations, Internal QC, RCA, etc.
- Collaborating with Client discussions for clarification on Dispute responses for Business Review.
- Analyzing performance data of team and reporting to client on Weekly and Monthly basis.
Process Developer (Technical Support - Level 2)
Genpact
08.2015 - 12.2018
- Developed and optimized process workflows to enhance operational efficiency.
- Led cross-functional teams to implement strategic initiatives and improve service delivery.
- Analyzed data trends to identify areas for continuous improvement in processes.
- Mentored junior staff on process development best practices and tools.
- Provided level -2 of support for all customer inquiries through Phone and Chat support.
- Guide users with troubleshooting steps depending upon issues.
- Installation and configuration of Virtual Private network (VPN) on end user's computer.
- Granting, revoking shared folder access to end user's.
- Diagnosing and resolving issues relevant to Microsoft outlook.
- Troubleshooting issues pertaining to internet explorer and network connectivity.
- Apart from trouble shooting use to guide and train customer according to there issues.
- Create Incident tickets through ServiceNow - the ticketing tool and assign to other resolver teams depending upon issue.
- Had a Good knowledge in routing Tickets to SAP ABAP, SAP HR,SAP FICO,SAP COCI,SAP WM ,SAP PP and many more.
- Moved to role where I used to Worked on Escalation Tickets and helped user to Route ticket to Appropriate SAP Team.
- Well acquainted with Multi Tasking and data management.
- Assessed customer needs and made arrangements coordinating with Escalation team adhering to company policies.
- Good Knowledge in Incident Management.
Process Associate
Amazon.in
09.2014 - 04.2015
- Worked as Process Associate and was responsible to solve customer's issues relevant to Product purchased, tracking delivery, Returns and Refund according to company policies.
- I have worked on different Skill Ques for Regions; N.A & Canada and UK based customers.
- Also supported as cross skill agent for UK phones.
- I've also worked with Woot team. Woot is subsidiary business of Amazon which operates from Dallas, TX and Mindspace globally
Merchandise Associate
River Island Clothing Co.
01.2010 - 02.2011
- Prepared interesting and innovative visual displays to grab customer interest and promote sales.
- Updated pricing and signage to complete product displays and educate customers.
- Designed displays to deliver interactive, engaging and memorable store experiences for shoppers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Inspection of any Loss or theft under the supervision of the store manager. Report audit to the senior management for further process.
- Worked with managers and advertising directors to optimize promotions.
- Monitored and analyzed sales records and consumer purchasing trends.
- Educated staff about coordinating clothing racks and related displays to boost effectiveness of promotions.
- Completed seasonal windows, dressed mannequins and arranged in-store displays to showcase available products.
Merchandise Associate
Currys Pc World
10.2009 - 02.2011
- Prepared interesting and innovative visual displays to grab customer interest and promote sales.
- Updated pricing and signage to complete product displays and educate customers.
- Merchandised new stock to appeal to customers, grab attention and drive sales.
- Answered customer questions regarding store merchandise, department information and pricing.
- Designed displays to deliver interactive, engaging and memorable store experiences for shoppers.
Access Coordinator
Hofincons Infotech & Industrial Services Pvt. Ltd.
07.2007 - 10.2009
- Developed safety training procedures and documented into manuals for distribution to all staff members.
- Responded to any emergencies as instructed and with utmost efficiency. Inspected facilities for adherence to fire, hazard and safety guidelines.
- Provided instructions to staffers during fire drills including evacuation routes and proper reporting techniques.
- Investigated accidents and hazardous incidents to determine cause and made recommendations for corrective action. Conducted investigations into incidents and reported on findings. Authorized entrance papers and granted or denied entrance to building.
- Monitored and authorized entrance and departure of employees and visitors daily.
- Identified and challenged potentially unauthorized individuals for screening and detention in order to prevent access to restricted areas.
- Identified violators and escorted departing personnel to guard against theft of property.
Education
BBA - Business Management And Administration
Osmania University
Hyderabad, Telangana, India.03-2016
Skills
- Interpersonal skills
- Operations management
- Executive support
- Customer-oriented
- Customer relations
- Team leadership
- Administrative skills
- Quality management
- Problem resolution
- Team player
- Workflow planning
- Research and analysis
- Strategic planning
- Staff training
- Business development
- Inventory control
- Procedure implementation
- Facility management
- Public speaking talent
- Risk management
- Performance analysis
- Training and development
Certification
- Data Scientist Training - Persuing
Languages
English
Full Professional
Hindi
Native or Bilingual
Spanish
Elementary
Interests
- Participating in cultural exchange programs and homestays
- Community Cleanup
- I enjoy sketching and drawing, which helps improve my creativity and attention to detail
- Cooking
- Dancing
- I like working with my hands and fixing things
- Enjoy participating in [activity] for overall physical and mental well-being
- Watching Movies and TV Shows
- Crafting and DIY Projects
- Participating in local clean-up initiatives
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Youth Development Programs
- Volunteer Travel
- Strategy Games
- Music
- Playing Snookers
Timeline
Senior Process Executive (Quality & Compliance)
Cognizant Technologies Solutions
01.2019 - 04.2022
Process Developer (Technical Support - Level 2)
Genpact
08.2015 - 12.2018
Process Associate
Amazon.in
09.2014 - 04.2015
Merchandise Associate
River Island Clothing Co.
01.2010 - 02.2011
Merchandise Associate
Currys Pc World
10.2009 - 02.2011
Access Coordinator
Hofincons Infotech & Industrial Services Pvt. Ltd.
07.2007 - 10.2009
BBA - Business Management And Administration
Osmania University