Usman Ahmed Email & Phone Number

Pakistan

Nottingham, England, United Kingdom

Developing and managing quality check system for the Bookings Call Center. Mapping Business Processes for the company knowledge base which would then lay the foundation for future process improvement initiatives. Documenting gaps in current processes and recommending solutions to improve the processes. Developing and managing the knowledge base on Confluence; documenting policies, procedures and processes for the various departments company-wide.Managing Account Customers and Guiding them through the Onboarding Process.Addressing Account Customer queries and Resolving Technical Issues on the Booking Portal.

Islāmābād, Pakistan

Providing best-in-class Customer Support to our customers.Researching and finding resolutions for technical issues. Ensuring Customer Satisfaction is out top most priority.Resolving various Customer's issues and answering queries.

Pakistan

Responsible for developing and implementing the business and oversaw the day to day operations of the firm.Ensuring stakeholder value was increasing and revenue targets were being met.Managed and oversaw all administrative processes of the firm.

Dubai, U.A.E.

Developing Business Process Management awareness so as to facilitate a shift in management approach from traditional Department/Silo to Processes perspective. Develop process, policies and procedures as part of the Management system to achieve Business Excellence. Document inefficiencies or gaps in existing processes and recommend specific and innovative changes to effect improved efficiencies. Perform Activity Analysis, data collection, and statistical analysis to assess process performance.Performing continuous reviews to align process orchestration with changing business conditions.Maintaining and sharing process knowledge by embracing methods, techniques, notations, standards and best practices.Develop and implement standards where necessary. Apply Quality tools for Cost Optimization Programs and productivity from the world of Total Quality Management, Six Sigma and Kaizen. Ensure the widespread adoption of such Quality tools within the Organization.

Dubai, U.A.E.

Worked on the Dubai Custom's Declaration Processing Project, with Pepper and Rogers, the key project in the Dubai Customs Director General's Reform Modernization Project.Part of the Clean Up team, which was responsible for the AS-IS study and data gathering of Dubai Custom's core processes.Information Flow team member, engaged in developing information flow data sheets, which involved tracing and mapping data elements at the task levels, for all Dubai Customs Processes.Decision making with regards to the approach and guidelines on how to design the information flow data sheets.Responsible for leading and managing the Visual Flow Team; tasks involved mapping activity level flows for all the Dubai Customs Processes, and making sure the deliverables were ready by the set deadline.

Project Management Professional Training

Bachelor Of Science (Bsc), Management Information Systems