AKIF AHMAD

Orlando, FL ***** / 321-***-**** / ad0y27@r.postjobfree.com

SUMMARY AND PROFILE

Results-driven professional with a proven track record of achieving significant impact through strategic leadership and data-driven insights. Expert in transforming operations to enhance customer experiences, drive cost savings, and improve overall efficiency. Strong ability to identify and seize opportunities for improvement, ensuring successful program delivery, and stakeholder satisfaction. Accomplished professional with an extensive background in hospitality and customer service. Proven record of exceeding customer expectations and driving profitability. Skilled in leading teams, managing budgets, and overseeing daily operations. Adept at leveraging industry trends and technology to maximize customer satisfaction.

Skills

Performance Tracking and Evaluations Cross-Functional Team Leadership

Business Performance Management Organizational Improvements

Organizational Improvements Data-Driven Decision-Making

Operations Management Management Reporting

Client Engagement Service Delivery

PROFESSIONAL EXPERIENCE

TBO

Deputy General Manager

06/2019 - 02/2023

Process Improvement

Spearheaded data-driven initiatives, resulting in a notable 75% improvement in customer satisfaction.

Strategically identified and capitalized on areas with significant Customer Business Impact, generating 15% in increased revenue.

Orchestrated cross-functional teams across multiple geographies, fostering a common agenda for transformation and continuous improvement.

Ensured the seamless delivery of Digital interventions, surpassing cost and timeline commitments.

Launched workflows, Innovatively identified trends, and enhancing operational efficiency, leading to a 70% increase in customer satisfaction and product adoption, along with reduction of manual work

Drove organizational change, excelling in stakeholder management.

Continually challenged the status quo, presenting thought leadership that consistently delivered significant value to clients.

Hotel Operations Setup

Pioneered the establishment of Service Levels for each sub-process, resulting in TAT improvement from 51% of efficiency gains.

Designed a robust reporting structure using Power BI, improving teams/suppliers' performance

Introduced new roles with clearly defined JDs & KRAs, fostering seamless coordination between third-party suppliers and Sales leaders within customer service ops.

Accurately forecasted resource allocation, aligning with sales budgets and achieving 8% in cost savings.

Digital Improvements

Innovatively identified opportunities and spearheaded automation efforts, realizing an impressive 45% reduction in manual workload.

Successfully achieved 12% automation for the amendment process with identified suppliers, bolstering operational efficiency and accuracy.

Strategically reduced the manual removal of Failed bookings by 47%, significantly improving process efficiency, financial performance, and customer satisfaction.

Spearheaded a groundbreaking Supplier optimization project, optimizing financial outcomes and elevating the overall customer experience.

Genpact – Gurugram

Senior Manager

06/2003 - 06/2018

Delivered top-tier services in life insurance claims, property & casualty brokerage services, and underwriting

Achieved remarkable employee satisfaction scores, consistently outperforming benchmarks

Managed sprawling team of 140+ professionals, expertly overseeing total contract value (TCV) of $3.1M

Successfully developed second line of leaders for high-pressure claims payment processes with turnaround time of 4 hours

Diligently revisited SLA standards, consistently enhancing overall customer experience, and sustaining Net Promoter Score of 85%

Planned and coordinated resources across multiple departments to meet business objectives within budget parameters.

Developed and implemented operational strategies to improve efficiency and reduce costs.

Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.

Nationwide – Columbus, OH

Transformation Consultant

Expertly executed a comprehensive diagnostic, uncovering operational inefficiencies, and delivering an exceptional $13M in hard dollar savings, limited adherence to staffing cards generated $31M incremental cost across the organization

Advised senior executives on strategic decisions related to organizational transformation projects.

Facilitated workshops and meetings with stakeholders to identify opportunities for improvement in existing processes.

Monitored progress against planned objectives throughout the project lifecycle ensuring timely completion of tasks according to budget constraints.

Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.

AIG – New York, NY

Transformation Consultant

Masterfully managed the identification of near-shoring/off-shoring opportunities for over 500 personnel, resulting in a substantial cost reduction

Leveraged on-site observation and personal interviews to identify team and individual strengths.

Effectively orchestrated knowledge transfer for an accounting business, meticulously designing Standard Operating Procedures, and achieving cost savings through through outsourcing the identified work

Transformation Consultant

Liberty Mutual – Wausau, WI

Advised senior executives on strategic decisions related to organizational transformation projects.

Facilitated workshops and meetings with stakeholders to identify opportunities for improvement in existing processes.

Monitored progress against planned objectives throughout the project lifecycle ensuring timely completion of tasks according to budget constraints.

EDUCATION AND OTHERS

Amity University - Noida, India

Post Graduate Diploma: Financial Management

Jamia Millia Islamia - New Delhi, India

BBA

Certification

Lean Six Sigma Black Belt

LOMA 281

LOMA

IIA, AINS

The Institute

Six Sigma

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