Reyaz khan Patan
Flat # A5,
AWHO Colony, Sector C,
Sikh Road,
Secunderabad.
Mobile : +91 8008117704
Email :Reyazkhann1981 AT gmail.com
Personal Synopsis :
Dedicated customer service Team Quality Coach acting Team Leaderwith 11years of experience in “Back office Operations”.Have extensive experience in knowledge maintenance, training & mentoring of new team members, client management, doing quality check for the entire team.Expertise in Managing teams, Process Training, interacting with clients from diverse cultures and efficient at consistently achieving SLA targets keeping customer satisfaction as the primary objective.
Seeking an opportunity to work with high profile workgroups in the leadership band with committed & dedicated people, where I can enhance my knowledge and achieve excellence utilizing my experience for the growth of the organization.
Areas of Expertise :
** People Management
** Client Management
** Planning & Organizing
** Skilled at handling multiple tasks and projects simultaneously
Work Experience :
** Over 11yrs of association with ADP India Pvt. Ltd. Have extensive experience in handling a team in the absence of assistant manager, knowledge maintenance, training & mentoring of new team members, client management, doing quality check for the entire team. Expertise in Managing teams, Process Training, interacting with clients from diverse cultures and efficient at consistently achieving SLA targets keeping customer satisfaction as the primary objective.
** Extensive experience in Processing & Auditing various COBRA product deliverables (Consolidated Omni Bus Reconciliation Act-US Law, 1985) and Health & Welfare Benefit processes - National Account Services, product portfolios including- Working on preparing the BRDs for Annual Enrollment clients, implementing clients in the database, and publishing the various Reports for all clients, working in resolving the participant related issues.
** Handling a team of 20 in the absence of Assistant manager – since January 2016 till date.
** Working as a Senior Quality Analyst since Oct 2013 till date.
** Worked as an Analyst – since April 2012 to Sept 2013.
** Worked as a Quality Analyst from August 2007 to April 2012.
** Worked as an Analyst from April 2007 to July 2007.
** Worked as a Customer Service Representative from May 2005 to March 2007.
ADP India Private Ltd :
Acting supervisor/Team Lead 01/2016 – Till date
** Heading a team of 20+ associates from three different processes.
** Preparing reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics
** Have handled transition of new process that transitioned to India team.
** Have handled the New Transition of clients from US by Collaboration with Business unit.
** Closely working with Business unit in getting updated the Process related updates and sharing the same among the team with no delay.
** Maintaining track of all required management and associate’s information and published to management as and when required.
** Taking care of leaves and permissionsof the team
** Organize daily team huddles to discuss and execute new updates for the process.
** Providing prompt and accurate information to management on individual performance on a monthly basis.
** Organized weekly meetings with the processor to update with process related updates and see to that there shouldn’t have any communication gap on processing front.
** Preparing & maintaining the required reports and publishing them to Management.
** Always motivated each individual with timely feedback and training session to maintain good quality scores
** Praise team members and create a positive working environment.
** Conducting one on one session with the associates to help them with their personal growth. Helping them by providing opportunities towards their aspirations.
ADP India Private Ltd. 10/2013 – Till date :
Senior Quality Coach
** Heading a team of 20+ associates from three different processes.
** Accountable for meeting Team’s Productivity and Quality Target’s.
** Preparing daily workloads for staff & co-ordinate daily allocation of work.
** Dealing with and resolving problems and issues which arise. For which initiating conversations with Business Unit to reach out to the root cause.
** Organize daily team huddles to discuss and execute new updates for the process.
** Publishing Quality scores to the associates on a monthly basis.
** Conducted feedback sessions to the associates on the same day of any error committed and helped him/her with helpful tips so that the same kind of error shouldn’t get repeated.
** Mentoring and training up junior and new staff.
** Motivate team to achieve high standards and targets.
** Providing prompt and accurate information to management on individual performance on a monthly basis.
** Maintaining attendance tracker for the team and publishing to the manager on a monthly basis.
** Conducting process test to the team on a monthly basis and publishing the score to the management which will be considered for the associates Monthly Performance scores.
** Taking care of leaves and permissions in the absence of Manager.
** Closely working with Business unit in getting updated the Process related updates and sharing the same among the team with no delay.
** Have handled the New Transition of clients from US by Collaboration with Benefit Specialists.
ADP India Private Ltd :
(Worked as a Benefits Specialist 04/2012 to 09/2013
** Managed a team of 10 Associates for multiple clients.
** Performed quality analysis for the processes and prepare Daily Quality/ Audits sheets, Weekly and Monthly Quality reports
** Analyzing the data in order to identify trends and opportunities for improvement
** Organized weekly meetings with the processor to update with process related updates and see to that there shouldn’t have any communication gap on processing front.
** Conducting Feedback sessions to each individual on a monthly basis.
** Conducted feedback sessions to the associates on the same day of any error committed and helped him/her with helpful tips so that the same kind of error shouldn’t get repeated.
** Provided training to the new associates and always tried to make them reach to the learning curve.
** Preparing & maintaining the required reports and publishing them to Management.
** Have been consistent in meeting quality goals for team handled till date.
** Designed Quality Parameter for team.
** Have handled the New Transition of clients from US by Collaboration with Benefit Specialists.
ADP India Private Ltd 08/2007- 04/2012 :
Quality Analyst (COBRA Process)
** Handling Quality for Cobra client Services team of 12 associates.
** Use to deal with different kind of reports that team pulls and sent to the U.S clients on daily, weekly, monthly and quarterly basis
** Use to handle the client emails with specic request to work on by the processing team.
** Use to take care of client Termination Requests.
** Handling escalations and also providing effective feedback to the associates.
** Mentoring, assisting new hires and team members
** Clarifying the process related queries
** Conducting presentations to the processing team to share Team’s quality scores and feedback.
** Conducting individual feedback session to the associates.
ADP India Private Ltd.
05/2005- 07/2007 :
Customer Service Representative (COBRA Process)
** Joined as a process associate for Cobra client services team.
** Use to serve the clients by pulling & publishing the reports as per the client request on daily, weekly, biweekly, monthly and quarterly basis.
** Working on client Termination Requests.
** Got an opportunity to get cross trained on other processes within COBRA product.
** Was helping on other processes like COBRA Implementation, Annual Enrollment, DATA Services, COBRA EDI, COBRA Teir2 processes during crunch period and specially Annual Enrollment season.
** Worked on Special projects sent by Business Unit and completing within the TAT given
** Always try to maintain and showcase the organization policies and culture.
Key Skills Competencies & Achievments :
** Excellent ability to multitask
** Strong decision making and problem solving skills.
** Able to motivate and lead others in a team environment.
** Able to prioritize tasks and workloads in order of importance.
** Capable to work under pressure
** Have received appreciations from On-Shore Team.
Educational Qualification :
** Bachelor of Commerce from Nagarjuna University
** Master of Business Administration from Sikkim Manipal University
Technical Skills :
** MS Office (Excel, Word, Power Point)
** Able to fix my work related application
Significant Contributions :
** Actively involved in the training of all applications and extensive process related trainings for the Cobra process & Interface Management team (Winflex, HSAP & Benmark).
** Actively involved in transition of OBA and HWSE file validation processes.
** Kept track of all required management and associate’s information as and when required.
** Have always strived to maintain complete team's Quality on par with Benchmark - 98%.
** Received continuous applications from Business Unit and management for my core deliverables - especially for Payroll task.
** Actively participated in transition of new business/process - Benmark & HWSE File Validation process
** Always worked closely with Business Unit to get the process related updates and communicated with the team. Always make sure there shouldn't be any communication gap.
** Always motivated each individual with timely feedback and training session to maintain good quality scores
** Trained couple of individuals and help them to come up with learning curve and on par with the team members in processing.
To further my career goals and personal interests have also been actively involved in :
** Process Training of new recruits.
** To meet specific training needs of employees have initiated process workshops on various occasions
** To reduce the emails sent to Business Unit and to meet the SLA for Payroll has advised Business Unit and got approval to validate the Payroll information – Retro Dates in HWSE Portal and sent out the Payroll files if the changes are accurate on the portal. With this practice we were able to cut down the count on the number emails sent to BU for approval and also able to meet the SLA with no delay.
** To avoid misses on COBRA and Payroll task – Conducting a 100% quality check for all the 315 clients by pulling process monitor report on a daily basis.
Personal Details :
Father Name : Ravuf Khan Patan
DOB : Jan 07th
Marital Status : Married
Nationality : Indian
Languages Known : English, Hindi, Telugu and Urdu
Passport : Yes
Date :
Place :