Riyaz Mulla
Pune
Summary
Experienced and versatile staff leader with a proven track record of success. Skilled in training employees and implementing efficient processes for daily planning, scheduling, and customer service. Forward-thinking and hardworking, prioritizing effective communication to drive engagement and satisfaction.
Overview
15
15
years of professional experience
Work History
Asst Manager, Training & Quality
Concentrix
04.2023 - Current
- Drive FMEA and other compliance related activity for account
- Develop control to minimize external and internal escalations.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Developed strong working relationships with staff, fostering a positive work environment.
Sr. Quality Evaluator
Concentrix
04.2021 - 07.2023
- Lead two online training batches of new business account for CNX onshore team (US Greenville, SC)
- Analyze the data of the team aligned and make dashboard and presentations
- Training provided on new coder if any required
- Identified issues, analyzed information and provided solutions to problems
- Provided regular reports on quality evaluation findings to organizational leadership, helping to inform strategic decision-making processes related to product development and manufacturing operations.
- Conducted comprehensive training sessions for employees on quality control methods and best practices, raising company-wide awareness and adherence to standards.
- Performed root cause analysis of defects and implemented corrective actions, minimizing future occurrences of similar issues.
Analyst Training & Quality
Concentrix
10.2015 - 04.2021
- As business required moved into another Health Insurance process - Wellcare in 2015 and Promoted in Training & Quality assurance Band on Aug 2017
- Worked in LOB Claim department for Institutional & Professional claim
- Also worked in LOB Correspondence - handle escalations
- Problem resolving and explain claim paid, denied & hold payment information
- Auditing & resolving issues and providing feedback to associates
- Client coordination's, calibration's call update, analyses sharing call & reports
- Understand client need on a quality and process changes, update also ensuring team is aware of the same
- Resolve escalation in online business.
Practitioner
IBM Daksh
11.2012 - 09.2015
- Job role posted domestic process to international (Atena) Process on basis of performance and achievements
- Split documents and redirect to data entry queues
- Enroll - an electronic submission data in tool received in buckets
- Meeting daily targets and delivering with 100% accuracy.
Customer Executive
IBM Daksh
11.2009 - 10.2012
- Handle many inbound calls to resolve customer issues or queries
- Identify the needs of customers, resolve issues and provide solutions
- Meet personal targets and work towards meeting team targets
- Upsell other VAS products on calls
- Maintain good customer relations.
Education
Bachelor of Arts -
Dr. Kanade Education foundation
10.2018
Skills
- Data analysis
- Staff Training and Development
- Compliance understanding
- Product and service knowledge
- Team Leadership
- Multitasking Abilities
- Problem-Solving
Accomplishments
- Nominated for the CNX India Award for Game Changer in July'2024 fro leading a decision tree in appeals LOB, which improved productivity and accuracy.
- Received appreciation & rewards from managements achieving 100% accuracy for Q1'2022
- Lead project to reduce AHT for Correspondence LOB in 2018
- Submitted Process improvements ideas for automation & awarded in 2017
- Certified multiple program related to quality & training in Concentrix University
Languages
Hindi
English
Marathi
Disclaimer
07/01/23, Pune, RIYAZ SIRAJ MULLA
Timeline
Asst Manager, Training & Quality
Concentrix
04.2023 - Current
Sr. Quality Evaluator
Concentrix
04.2021 - 07.2023
Analyst Training & Quality
Concentrix
10.2015 - 04.2021
Practitioner
IBM Daksh
11.2012 - 09.2015
Customer Executive
IBM Daksh
11.2009 - 10.2012
Bachelor of Arts -
Dr. Kanade Education foundation
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