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Mohammed Ramiz

@mohammedramiz

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Senior Manager with over 7+ years of experience in leading multiple CX teams to success.

India

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What I'm looking for

Customer Experience, Process Improvements, Process Excellence, Customer Service Management.

Dr. Mohammed Ramiz is an accomplished Senior Manager with over 7 years of progressive experience in customer service operations and team leadership within the banking and corporate sectors. Recently headed the Federal Bank Credit Card Customer Experience Division at FedServ Pvt Ltd, he demonstrated expertise in managing large-scale teams of 500+ members, streamlining operations, and driving high-impact initiatives across inbound and mail support domains. His professional journey reflects a consistent record of enhancing operational efficiency, optimizing workflows, and delivering superior customer experiences while maintaining strict adherence to compliance and quality standards.

Throughout his career, he has excelled in process improvement, SOP development, and workflow optimization. At FedServ, he spearheaded several initiatives that eliminated 50% process wastage, improved turnaround times, and enhanced service quality. He is skilled at analyzing performance metrics, identifying bottlenecks, and implementing Lean Six Sigma practices to achieve measurable operational gains. His strategic interventions in charges reversal, transaction decline mitigation, and customer service disposition audits consistently resulted in enhanced efficiency and improved key performance indicators (KPIs), including record-high NPS scores of 96 for HNI customers and 88 for the contact centre overall.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

Federal Operations and Services Ltd

Dec 2020 - Jul 2025 (4 years 7 months)

Launched and led credit card escalation, branch support and multiple credit card support channels, achieving >50% reduction in transaction declines and NPS of 96 (HNI) and 88 (contact center). Drove SOPs, workflows, automation and training to meet SLA benchmarks and cut service disposition wastage by 50%.

Team Training team training Contact Center Management Process Improvement SOP Development SLA Management Customer Experience (NPS)Workflow Automation Escalation Management

Process Trainer

Eben Telecom Pvt. Ltd.

Apr 2019 - Nov 2020 (1 year 7 months)

Provided recruitment and banking process training for Federal Bank contact centre staff, training 100+ employees and reducing training duration from 45 to 25 days while leading CTI/customer view UAT and Fed Mobile 2.0 rollout.

Recruitment support Training & Development Banking Products CTI UAT Mobile Banking Training Curriculum Design Classroom & Onboarding Training Performance Improvement

Office Administrator

Patchis Tours & Travels Pvt. Ltd

Mar 2018 - Mar 2019 (1 year)

Supported office manager with correspondence, documentation coordination and customer relations while contributing to social media marketing and business development activities.

Office Administration Documentation Customer Relations Correspondence Management Social Media Marketing Business Development Coordination

Education

Degrees, certifications, and relevant coursework

Indian School of Business Management and Administration

Doctorate in Management Studies, Operations Management

2022 - 2024

Grade: A+

Doctorate in Management Studies with specialization in Operations & Management Studies, completed May 2022 to Feb 2024 with Grade A+.

Indian School of Business Management

Doctorate in Management Studies, Management Studies

Completed a Doctorate in Management Studies focused on performance management and KPI monitoring to support operational leadership roles.

Symbiosis Centre for Distance Learning

Postgraduate Degree, Business Administration, Management and Operations

2019 - 2022

Grade: A

Postgraduate Degree in Business Administration with specialization in Operations & Technology Management, completed Dec 2019 to Jan 2022 with Grade A.

Symbiosis Centre for Distance Learning

Post Graduate Diploma in Business Administration, Business Administration

Completed a Post Graduate Diploma in Business Administration via distance learning to strengthen business and managerial foundations.

Rajagiri College of Social Sciences

Bachelor of Commerce, Accounting and Finance

2016 - 2019

Grade: A

Activities and societies: College Topper; Elected Class Representative; Elected Commerce Association Representative; Model Student for Splendore 2018; Project Manager for YI initiative; Head of Discipline Committee; UNESCO essay award.

Bachelor of Commerce in Accounting and Finance, completed Jun 2016 to Mar 2019 with Grade A; received multiple academic, sports, and arts accolades and held student leadership roles.