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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.

CX Leader with near to a decade of experience in managing over 500+ team members to success.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

Federal Operations and Services Ltd

Jul 2023 - Jul 2025 (2 years)

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

Deputy Manager

Federal Operations and Services Ltd

Jan 2022 - Jun 2023 (1 year 5 months)

Headed general inbound, Fed E Biz, FasTag and mail support verticals; launched FasTag and Fed E Biz processes and stabilized VKYC while configuring AI for contact center support. Revamped KPIs across 27+ operations and updated mail templates to improve CX.

Process Stabilization VKYC AI for Contact Centers KPI Design Mail Template Optimization Operations Management Training Stakeholder Coordination

Assistant Manager

Federal Operations and Services Ltd

May 2021 - Dec 2021 (7 months)

Led process training and inbound/mail support verticals; integrated Oracle CX, implemented hourly performance tracking and waiver empowerment SOPs, and reduced branch interventions on IBTO support from >30% to <5%.

Training Delivery Oracle CX Integration Performance Tracking SOP Development Inbound Support Mail Support Workflow Redesign Change Management

Process Trainer

Eben Telecom Pvt. Ltd.

Nov 2019 - Nov 2020 (1 year)

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 Recruitment Support Curriculum Design Classroom & Onboarding Training Performance Improvement

Customer Relationship Officer

Eben Telecom Pvt. Ltd.

Apr 2019 - Oct 2019 (6 months)

Resolved customer requests and grievances, delivering frontline customer support and case resolution for clients in the contact centre.

Customer Support Grievance Resolution CRM Case Management Communication Skills Customer Satisfaction Ticketing Systems

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+.

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.

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.