Mohammad Owais Nasir

• Facilitated agile ceremonies such as daily stand-up meetings, sprint
planning, sprint review, and sprint retrospective.
• Coached the team on agile principles and practices to ensure that they were following the process and delivering high-quality work.
• Identified and analyzed business strategies to increase company longevity.
• Monitored project budgets and ensured that spending was kept within the allocated amount.
• Conducted JAD sessions, meetings, workshops to gather requirements from various stakeholders and SMEs.
• Attended Agile Scrum meetings to discuss project progress and plan.
• Analyzed “AS IS” and “TO BE” scenarios, designed new process flows and documented the business process and various business scenarios.
• Delivered timely support by tracking issues and communicating resolutions to end users.

• Performed statistical data analysis to inform customer groups.

• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Rotated merchandise and displays to feature new products and promotions.
• Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
• Assisted with hiring, training and mentoring new staff members.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Implemented business strategies, increasing revenue, and effectively targeting new markets.
• Reported issues to higher management with great detail.

• Trained staff on operating procedures and company services.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
• Cross-trained and backed up other customer service managers.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Created and maintained detailed database to develop promotional sales.
• Trained new personnel regarding company operations, policies and services.