Nasir S A

To utilise knowledge and skill sets to the best possible extent in achieving all specified goals assigned individually or as a team and bring up an inhibition-free leadership with integrity and expertise. Organised Team Leader with positive rapport, inspire trust and guide teams toward achievement of organisational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

• Drive achievement of SLA metrics like AHT, CSAT, FCR, AWT, RQ and PA Scores.
• Ensure the team provides the best quality support and maintaining highest levels of Customer Satisfaction
• Liaise with clients and act as focal point for all high priority, critical incidents and escalations.
• Prepare and communicate management reports on defined metrics.
• Participate in weekly & monthly business reviews (WBR & MBR).
• Initiate and undertake service improvement programs.
• Responsible for identifying and communicating dependencies across queues as well as resolving conflicts.
• Determine team readiness for any process update, in coordination with QA and L&D teams. Management of the approval process and assessing potential impacts of the update.
• Analyse process gaps, perform risk analysis, review approved changes and implement proposed changes to the account.
• Mentored ATLs and cross-functional groups on Process, Quality Checks and Service Management workflows.

• Responsible to check the inflow and to complete the items in the service level.
• Pull the workflow and assign amongst the team.
• Audit the process errors and to dispute.
• Taking care of the Management Facility tool to track the workflow and help to finish the old dated items according to SLA.
• Preparing production tracker.
• Taking initiative and tasks to work for the special projects.
• Training & assisting the new hires and helping them on the production floor.

• Understanding the criticality of an individual escrow account and requesting the payments.
• Processing the payments with required rules based on the client procedure.
• To consistently achieve client quality and production by ensuring complete knowledge of the process.
• Worked for multiple clients for different business rules and achieved exceptional quality.
• Making quick decision while processing the loan if the payment is to be requested or should update the policy on escrow and non escrow loans.
• Working on special projects as and when there is requirement.

• Father's Name: Syed Abdul Gaffar
• Mother's Name: Khamrunnissa
• Date of Birth: 09/18/90
• Gender: Male
• Nationality: Indian
• Marital Status: Married

• Have trained multiple batches on validation.
• Preparing and maintaining overtime hours report and sharing with leadership.
• Proactively approach for any additional responsibilities or special projects.
• Achieved more than the target set by the clients on multiple projects to help the team in meeting the SLAs