Customer Success, Continuous Improvement

+91-961******* *****.****@*****.*** Hyderabad, India

Seasoned IT professional with 8+ years of experience driving operational excellence, customer success, and knowledge transfer across diverse roles. Experienced in streamlining operations and improving processes to enhance productivity and reduce costs. Demonstrated ability to lead cross-functional teams and implement strategic initiatives. Committed to driving continuous improvement and delivering high- quality results.

EXPERIENCE

08/2021 – 11/2024 Lead - Operations, Amazon, Hyderabad, India

• Managed team of 20+ associates and monitored projects to ensure progress.

• Responsible for maintaining shrinkage and attrition within the team.

• Mentoring/coaching the associates to execute project deliverables.

• Managing workflows, productivity and quality metrics, scheduling and adherence to policies.

• Working on Weekly Business Review meetings with clients.

• Communicating and handling cross-functional programs with internal and external stakeholders.

• Engaging closely with the operations team including associates, developing and maintaining a highly motivated and performance driven team.

• Analysis of the data reports to identify performance bottlenecks, thus improving performance.

• Managing the service delivery in line with the SLA and ADHOC situations and ensured contingency plans/flexibility in staff levels to manage workload in adverse conditions.

• Communicating with onshore and offshore teams on daily basis. 01/2016 – 08/2021 Senior Associate (Pod Lead), Wipro & Randstad, Hyderabad, India

• 2+ years of team management experience, handling operations and managing deliverables.

• Developed client-specific procedures, built a knowledge repository, and maintained high customer satisfaction through effective solutions. Ensured adherence to Service Level Agreements (SLAs) and Key Performance Indicators

(KPIs). Demonstrated expertise in team management, acting as Team Lead, mentoring new associates by conducting regular assessments.

• Maintained consistency in production and quality by performing regular spot checks and providing timely feedback to individuals.

Participated in business reviews with presentations to discuss team performance with customer/stakeholder.

KARIMUL ABRAR MOHAMMED

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• Gained experience with Microsoft 365 (Exchange, SharePoint, Teams) and Google Workspace (Docs, Slides, Sheets).

• Assisted in improving associates’ performance through record-keeping and documenting. SKILLS / KEY COMPETENCIES

• DevOps tools domain knowledge

• Business acumen

• Customer relationship management

• Technical report writing

• Incident management

EDUCATION

2019 Executive Post Graduate Diploma in Management (Exec. PGDM) Institute of Public Enterprise, Hyderabad

• Dissertation in Operations and Management

2015 Bachelor of Technology, Computer Science and Engineering Jawaharlal Nehru Technological University, Hyderabad

• Coursework in Computer Programming (C, Java) and Database Management Systems

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