Riaz Mohammed Email & Phone Number

Richmond Hill, On, Ca

Mississauga, Ontario, Canada

Senior Data Analyst December 2022- October 2023I led the analysis and compilation of new hire data, delivering monthly recruitment insights to senior leadership. I also provided actionable recommendations to enhance training effectiveness and mitigate negative attrition and orchestrated new hire feedback surveys, systematically categorizing feedback into themes, and identified critical areas for improvement. Additionally, I served as the appointed SharePoint Administrator for BMO’s Employee Experience Team. • Transformed the entire New Hire Journey Data Analysis process. Devised a new survey via MS FORMS for new hire distribution.• Refined the New Hire Journey experience and saw a 20% increase in overall satisfaction based on my new data collection format. • Best practices and key improvements for learning and development were produced and presented to Senior Leadership for implementation. • Improved workflow efficiency by creating a central location in SharePoint for recruitment intake information input for Senior Leadership. • Crafted monthly presentations for Senior Leadership review, highlights included key increases and/or decreases in new hire graduation rates, BMO’s ability to fill new hire classes, and ability to retain talent throughout training. • Remodeled the Microsoft SharePoint site for BMO’s Employee Experience Team. Quality of life was improved by my redesign of the site, improving work efficiency with ease of access to sensitive and confidential documents. • Collaborated with other SharePoint owners to provide ease of access and redesign implementation standards across multiple Lines of Business.

Mississauga, Ontario, Canada

I was Promoted to Talent Analysis role and tasked with formulating key points and recommended best practices on retaining talent. Senior Leadership was kept informed of the latest trends for resigning and how to best optimize employee retention via exit interviews and monthly attrition reports. • Accomplished an increase of 10% for employee retention for employees tenured 0-3 months. Recommendations were based on employee feedback to better training, development, and transition from training to customer service. • Established monthly and quarterly exit feedback and negative attrition reports for Senior Leadership review. The latest trends and reasons for resignation were published and gave an insight to BMO’s ability to retain talent.• Managed and processed the off boarding for BMO’s exiting call center employees via Workday.

Mississauga, Ontario, Canada

Promoted to the role responsible for the Human Resource Administration and support of BMO Customer Service Teams. Tasked with completing HR core transactions in HRIS such as Workday and ensured the Contact Center operated efficiently for Senior Leadership and Contact Center Managers. Interpreted BMO policy and procedures for employees and managers. I also coordinated the recruitment and onboarding for BMO’s call center. • Implemented realignment changes via Workday for several Lines of Business. Cost centers, department ID’s, and other job details were processed according to BMO compliance policies.• Processed HRIS transactions such as resignations, leave of absences, salary changes, and transfers. • Participated in interviews and made new hire recommendations.• Administered the new hire offer packages and coordinated all required documentation. • Managed the creation of job postings via Workday and other HRIS for several Line of Business within BMO’s Call Center.

Toronto, Ontario, Canada

Quality Assurance Coordinator I was promoted to the role responsible for ensuring customer service officers were adhering to BMO’s visions of providing a great customer experience and to BMO’s compliance policies. • Provided positive coaching for agents in a clear consistent manner. • Participated in calibration meetings to ensure all QA’s are evaluating calls in a similar fashion. • Formulated recommendations to management on solutions to overcome barriers to providing excellent customer service. • Responsible for creating and maintaining monitor lists for all customer service departments

Toronto, Ontario, Canada

Provided excellent customer service to BMO MasterCard customers, performing requests by inbound calls. • Provide customer with general account information, balance transfers, and other MasterCard inquires.