Khalid Mohammed Email & Phone Number

Mundelein, Illinois

Promoted to lead business development and increase the available talent pool. Have created meaningful alliances and teams to meet client needs.

Mundelein, Illinois

Helped create all foundation documents and operating principles for Stellar Choices Inc. Assisted clients with business turnaround in a very challenging economy.Helped clients improve business operations, process, quality and financial management functions.

1500 Mcconnor Parkway, Schaumburg, Il 60174

• Created a new Project and Performance Improvement function in the Chicago region to improve Customer Service Delivery through process innovation. Results: Recipient Motorola CEO Quality Award in 2009 for reducing converter box related service calls, improving the handling of related failures such as damage to hard drives, with improved training and processes which resulted in annual cost savings of $5.0 million for Comcast. Enabled printing of customer orders at 15 regional contractor locations, reducing 2 hours of contractor time. This project significantly improved on time performance for the contractor technician’s morning appointments. • Introduced tech level buffers for better inventory management. Launched and improved the critical National Video on Demand (VOD) compliance from 5% to 80+%. Led other significant projects including Any Room on demand, Speedway Fleet Gas purchase program, ECO Bill, 2009 Comcast Cares Day, Customer Guarantee Program & Docsis 3.0 higher internet speeds. Other effort to improve performance included the publication of the Customer Experience Scorecard, support of the Credo Speak survey, the Early Life Program, & the Think Customer First, (TCF) road shows.

• Created the Project and Performance Improvement function in the Midwest Division office overseeing four regions serving 5 million customers. The first project included process innovation at the mission critical Fulfillment/Dispatch function. Results: Model accepted by the Comcast Senior Management as a Best Practice for deployment Comcast-wide to improve overall service delivery and customer satisfaction. Semi-Finalist winner of the highest Comcast Circle of Success award in 2004.• Provided leadership for the Comcast Think Customer First (TCF) initiative to improve customer satisfaction. Developed and facilitated an effective launch and follow up in 2004. Also, developed effective results and analysis tools for monthly reviews with the market leaders. Conducted field process assessments in 2005 to create the Midwest Division Strategic Plan for Think Customer First. Results: The division consistently out-performed the 2003 baseline Customer Satisfaction Composite Score in 2004. Received Special recognition from the Midwest Division President, at his Governing Council

• Created and chaired a Service Delivery National Quality Council that improved customer service and reduced defects in the process. Results: A uniform approach to service delivery quality across the firm through Six Sigma.• Oversaw and innovated process and system improvements in the address validation for sales and order writing. Reduced cycle time from 3 days to 4 hours through proper agent scheduling.

• Provided creative leadership for a 600+ employee team in the Central region that focused on strategic planning, wide communication, listening, hands-on involvement and visibility with the entire team. Results: Improved on-time performance from 66% to 96% in a 12-month period through close adherence to metrics and improved team structure.• Saved $8.0 million through close scrutiny to overtime and governance.

• Orchestrated the creation of an End State service delivery process and organization design through a multi function process team and contracted consultants. Results: An end state process design and user requirements for a simplified process. Multi-year cost benefits estimated at $50 million plus.

• Created a work environment that improved employee morale in a national, multi-site, 450+ employees, 13-center operation. Results: Increased on time performance from 70% to 97% across national and international centers and improved customer satisfaction. Ranked #3 out of 120 District Managers in the firm.

• Focused on grass roots involvement in a 40-employee service assurance/maintenance center that improved morale, teamwork and productivity. Results: Division Customer Service awards for 10 out of 12 months. Achieved 82% Excellent and 100 % Excellent and Good, Best Ever, Customer Satisfaction ratings culminating in the promotion to the National District Manager for Switched Services.

Mba, Finance

Activities and Societies: I Western Illinois University, School of Business - International Scholarship recipient. Credentials include.

Mba, Marketing