Director of Business/Customer Operations

Zahra Mohamed

****************@*****.*** 703-***-****

OBJECTIVE

To continue my expertise in Management and Cyber Security within an organization that would allow me to express and enhance the knowledge, skills and abilities that I've gained from my prior experiences and to utilizes them in an existing or new environment. I am equipped with analytical analysis in vulnerabilities and threat management, also have the experience in dealing with technical and non-technical issues.

EXPERIENCE

American Retirement Association (ARA) Arlington, VA 2012- Present

Director of Business/Customer Operations

Supervise Customer Care Department, direct staff to research, analyze and resolve customer issues regards to IT needs and requirements. Maintain ARA’s data source for analytics. Collaborated with management and made recommendations on clients’ needs, IT needs, and strategic plans; prepare action plans; implement production, productivity, quality, and customer-service standards; resolved IT and business problems; completed audits; identified customer service trends; determine system improvements; implement change.

Responsible for customer service HR objectives for team members; recruit, train, assign, schedule, coach, counsel, and discipline employees; communicate job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions; enforce corporate policies and procedures.

Serve as a liaison between business management and security team

Analyze organizational needs and develop IT solutions that optimized business goals.

Integrated multi-channel Zeacom software technology that leveraged use of email, phone, and queue management.

Developed reporting and dashboards for each channel like chat.

Provided leadership and oversight of integration of live chat on companies/clients website that resulted increased in traffic

Developed methods to evaluate end user needs; develop customer-oriented solutions that interface with existing applications.

Implemented, enforced and communicated security policies and/or plans for data, software applications, hardware and telecommunications.

Lead and provided oversight for Tested Personify and Learn Something Management to ensure delivery of top quality customer care; set up beta case studies to ensure each process fit organization and customers’ needs.

Forecast requirements; prepare annual budget; schedule expenditures; analyze variances; initiate corrective actions.

Managed projects from beginning to end; dealing with legacy accounts/programs/applications and moving data into SharePoint.

We need to add technical skills that relate to security project management.

I.T. Project Manager

Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.

Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

Liaison between the business community and the IT organization in order to provide technical solutions to meet client needs

Worked with key stakeholders within all business functions to align technology solutions with business strategies

Experience working with software, infrastructure, security, digital and application development projects through a lifecycle

Manage internal and external coordination and communication of all project needs

Identify project process impact and ensure processes in place to support effective operation.

Extract data from different sources, transform, and verify data per business requirements.

Rebuild vendor relationships, increase customer engagement and improve customer care team performance.

Maximize customer operational performance by providing help desk resources and technical advice; resolve problems/troubleshooting; disseminate advisories, warnings, and new techniques.

Led efforts around agenda development, strategy meetings, materials preparation, and presentation development

Monitor issues and risks, including the development of contingency or mitigation plans

Oversaw development and maintenance of the project plan and communication plan

Provided weekly and monthly project status reporting

Experienced in network troubleshooting, browsers, viruses, malware, software installs, file restoration

Troubleshooting, data entry, phone support, email support

Basic knowledge of Active Director, Group policy, DNS, DHCP, and TCP

Resolved software, hardware, and connectivity implementation problems by utilizing established procedures

Updated operating system, legacy software, and install current patches

Back up of all system files, data recovery, installation and configuration of software, maintenance and upgrades

Tracking all projects assigned from start to finish, and confirming that scope of project were met before submitted to the client

Proactively manage risks and issues. Develop and execute risk response plans, run point on project escalations and monitor issues to resolution

Served as process expert to identify and approve process changes impacting the project as while protecting our servers and laptops from IT security: risk, threats, and vulnerabilities

Developed, implemented, enforced, and communicated security policies or plans for data, software applications, hardware, telecommunications, and information systems security education/awareness programs

Carried out all phases of information systems/networks security program that involves access to computers and computerized data enabling the company to meet contractual requirements for network security

Ensured that information systems security policies and procedures were implemented as defined in security project plans

Identified and recommended solutions to security exposures

Tested firewalls, intrusion detection systems, enterprise anti-virus systems, and software deployment tools

Business Analyst

Lowered AHT telephone system abandonment rate from 7% to 3%.

Developed and implemented reports that reduced manual work and increased productivity by 20%.

Revised membership renewal process that resulted in increased revenue and retention rate of 97%.

Applied VOC best practices with Customer Care Team to achieve customer satisfaction scores over 97%.

Virginia Department of Motor Vehicles Fair Oaks, VA 2007 – 2015

Customer Service Generalist

Assist customers in completing applications for driver’s licenses, vehicle registration, and other compliance related documents.

Resolve customer complaints via phone, email, mail, or social media.

Ensure appropriate customer service is delivered.

Capital Area Reach Washington, DC 2011

Job readiness and Community service program Intern

Researched work cases

Assisted with background checks

Organize career training seminars

Organize job fairs

SKILLS

Applications MS (Project, Word, Excel, Power Point, Access, Outlook)

Operating Systems (Windows 2000/ME/XP/Window 7/10, Macintosh)

SharePoint

Jira

WebEx

Management Software (iMIS10)

Database Association

Project Lifecycle

VA Government Databases & Servers

Process Improvement (Developing SOP’s)

Managing/Improving operating systems

Intelligent Service Gateway

CommPartners

CMS

Learning Management System

Splunk

ServiceNOW

Certifications

ITIL v3

EXIN

EDUCATION

Marymount University Arlington, VA May 2010

B.A. Business Administration & Management

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