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M. Irshad Ahmed
#622,22nd Main, 36th cross, 4T block
Jayanagar Bangalore-560041
Email: [email protected] Mobile: 7829915108
Career Objective
I am a dynamic and self-motivated individual with the ability to work efficiently on my own as well as
within a team. I have excellent planning, organizational, and leadership skills. I work well under pressure
and have the ability efficiently adapt to drive changes. I am committed to continually enhance and
improve processes and performance.
HSBC:
As a site Coordinator: Since March-2013-till date
Coaching sessions
Successfully rolled out Security sessions
Successfully rolled out Overdraft sessions
Rolled out Migration of SaaS
Migration of Master card to Visa
Fraud awareness session rolled which helped in identifying Fraudster.
Creating Knowledge bytes to provide updates
Flow charts & PPT
Ideas & suggestions to improve internet banking.
Complaints handling
As a Subject Master Expert: Oct 2010-Feb 2013
Identified common procedural road blocks.
Delivered sessions & interventions.
Took complete responsibility of launching post session quiz to check effectiveness of the
delivery.
Liaised with Business area to get consistent & correct resolution.
Offer additional support to Team managers to resolve complex queries.
Delivered various interventions to enhance procedural & communication skills.
As a Mentor: June 2007-July 2010
Sharing best practices & educating new joiners.
Floor walk for new joiners.
Effectively handled escalations to ensure proper assistance & services.
One to One coaching to help delegates meet the required standards.
Accredited on the Mentor programme to equip with necessary tools for effective
coaching.
Customer service executive: Nov 2004-June 2007
Delivery of ‘Best in class ‘customer service
Successfully driving & delivering first call Resolution on calls.
Working in fast moving retail environment to achieve sales target.
Skilled at educating customers on products & recommending best options that meets
their goal.
Achievements:
Best Mentor award in 2007
Best operations team in 2009
Best support staff in 2011,2012
Innovative & Excellence service award in 2011.
Super star award for Q 2,Q3 2013
100 club winner in 2014
Six sigma yellow belt achiever in 2014
Career Record:
HSBC Electronic Data Processing Pvt. Ltd India Nov 2004 till date
Zeus Biotech Limited (1992-2004) as Business Manager in charge of corporate sales.
Education Qualification: Diploma in Business Management.
Interests:
Reading, Travelling.
Skills:
Leadership skills
Time management skills
Team player
Proficient Communication
Computer Skills
Research and Ideation
Planning and Strategy
Value Stream Mapping
Banking
Thanking you