ahmedawn

In my role as a Senior Process Executive at Cognizant in Kuala Lumpur, I worked with teams to enhance operational efficiency and maintain high performance standards. I collaborated with the quality team to refine the quality assurance process, contributing to enhanced accuracy and compliance. Additionally, I partnered with Cognizant and Malaysia's human resource initiative to mentor fresh graduates in proposing AI-driven business ideas for medical screening processes, and proposed AI-driven healthcare solutions to key stakeholders.

Implemented new ticket request processes to reduce workload by 70% and improve requester tracking. • Collaborated with geo location and tech teams to fix region-based closures for hotels. • Established positive client relationships through effective communication and relationship management. • Identified and resolved 30% errors in eCard requests and implemented alternative tracking methods.

• Conducted regular audits and evaluations of content moderation operations for 50 agents on daily basis to ensure quality and accuracy. • Provided training and mentored new team members on the scale of 15-25 agents weekly about content moderation policies and procedures. • Provided feedback to the moderation team and delivered recommendations for process improvements. • Analyzed and reported key performance metrics to senior management. • Maintained quality at 98-100% while also providing effective training to team members. • Ensured compliance with industry standards and regulations. • Performed calibration calls weekly to align with client's goals and target. • Presented quality performance report during a weekly shareholders meeting. • Developed online documentation for new employees for training and reference. • Implemented quality assurance processes which resulted in 5% reduction in employee errors. • Led continual improvement projects to optimize process cycle times. • Developed innovative coaching techniques for team to efficiently work with clients. .