CURRICULUM VITATE

MOHAMMED RIAZ
Sursyar chadoora dist Budgam
Mobile No: 9797100079
Email: - Mohamedriaz862@gmail.com

Objective:

Intend to build a career in intellectual environment with committed and dedicated

people who will help me to explore myself fully and realize my potential. Willing to
work as a key player in challenging and creating environment.

Career Summary:

B A FROM GNDU UNIVERSITY OF PUNJAB.

Work experience:

Organization: Access Infrastructures and Telecommunications Pvt. Ltd. (Outsource of Bharti Airtel Limited)

Duration of time: Feb-2014 to present.

Designation: Team leader.

Department: Operations

Process Covered:

Inbound Call handling

Outbound Call handling
Non Voice process
Provisioning and De-provisioning
Close looping

Present Duties and Responsibilities:

Handling of five processes (J&K, Himachal Pradesh, Haryana, Punjab and Delhi) .
Handling the team of 35 Customer service representative, responsible for their performance monitoring, audits and
quality check based on the set parameters defined from the client end.
Responsible for sharing the month end reports with the client.
Designing improvement plans; Process and CSR wise which can lead to customer satisfaction and delight.

Strengths:
Good Communication and inter personal skills
Logical and analytical approach for problem solving
Always ready to face challenges
Positive attitude and ready for self up gradation

Training Programs attended:

Attended the training sessions at the regional office of Bharti Airtel Limited under the presence of members of service
and Quality Assurance Department. On the following grounds:
Product knowledge
Process Knowledge
System Knowledge
Call handling techniques
White Belt
Customer satisfaction
Communication skills
Instant customer Engagement
Corporate culture

Role and Responsibilities:

Interact with bank to validate information and to confirm or cancel authorizations.

Resolve customer issues within the scope of existing service level agreements.

Ensure confidentiality of all information collected during investigation.

Determine existing fraud trends by analyzing accounts and transaction patterns.

Generate suspicious activity reports and risk management reports for Manager

Technical Qualification:

Computer diploma (Basics)and Typing.

Academic Qualification:

Bachelor of Arts from GNDU university.

Personal Details:

Parentage: Hassan Doi

Marital Status: Single.
Gender: Male.
Nationality: Indian.
D.O.B: 19-04-1991
Interests:- Netsurfing and Travelling