Riaz Ahmed

• Leading AI & RPA business growth projects, spearheading and executing Artificial Intelligence & Robotic Process Automation adoption, Digital Transformation, Algorithmic automation and Improvement
• Developed business case and value realization analysis framework
• Delivery experience with Robotic Process Automation
• Lead the development of AI business cases. Identification of Intent
• Drive the integrated value proposition and work with the vendors to gain alignment
• Work closely with leadership to set strategy and define success criteria
• Conduct discovery/design thinking workshops with stakeholders to understand current processes, define scope for AI technologies like AI, RPA, image recognition and chat bots and define to-be automated processes using RPA/AI interventions
• Experience in designing solutions from scratch starting for Use Case Identification till roll out
• Functional testing and crowd sourcing testing strategy and implementation
• Managing and mentoring a team of data scientists who would work directly/indirectly for developing these platforms/solutions
• Work as an independent yet integral member of a team to develop innovative and creative AI solutions
• Continuous track key metrics to measure ongoing performance
• Hands-on expertise on identifying key fallout areas and co-ordinate with business and development team for enhancing the quality of VA model to drive performance
• Perform independent and objective evaluations of Robotics Automation processes.
• Reviewing analytics and providing process improvement information to the Process Designer
• Reporting bugs to the Automation Architect and Handling process exception
• Ensure the consistency and completeness of design and implementation for the end to end process
• Analyze results to help identify potential improvements or different alternate solutions, including recommending process changes, system enhancements or other automation options
• Develop and maintain strong relationships across the business units to implement and standardize processes
• Communicate effectively with process owners to facilitate the completion and tracking of Projects and Platforms initiatives

• Implemented user acceptance testing with focus on documenting defects, identifying bottlenecks and executing test cases.
• Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
• Built automated test scripts to handle repetitive software testing work and ensure that UAT documents cover all use cases.
• Tested functional and compatibility of new programs or updates in comparison to existing applications.
• Validate Business Requirements, Managements documents RMD’s and possible high/low risk factor and Analysis of the project scope.
• Responsible for conducting user acceptance testing and production testing for all Customer Care Projects for products and System like CRM, Customer Interaction Journey, Billing Management, Mobile App, IVR, Mobile and Fixed Services etc.
• Develop Master Test Plans
• Raise critical issues, escalate unresolved items and make recommendations for resolution.
• Monitor customer care application performance, security, stability and reliability and utilization
• Create and track the created tickets related to observed/ reported issues of Customer Care applications.
• Interface on day-to-day basis with cross functional technical and business teams to identify and resolve all customer care applications reported issues.
• Perform triage, troubleshooting and analysis of issues and failures to determine if the issue is a defect, enhancement, or user-error.
• Maintain log of UAT test cases status and provide a detailed daily summary
• Organizing and facilitating workshops
• Provide leadership of UAT kick off and progress meetings and Projects Sign off.

Tele-Sales for Outsourced Management, Campaigns Support - Back Office

• Ensuring the partner are adhering to the targets and achievement set by the management.
• Assuring revenue growth by cross and up selling
• Maintaining clear direction in achievement set performance in the campaign, pitching and conversion targets.
• Measuring the utilization and Ready time adherence of the Partners
• Validation and Verification of the Partner Invoice to etisalat on monthly basis

• Mentored and guided employees to foster proper completion of assigned duties.
• Standardized and reduced email communications between employees by formulating and implementing field communication processes.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Classifies and Follow-up all pending service orders/Waiter reported to ensure the prompt and efficient resolution of issue and to minimize the delay Enhances the progress of settlement of pending SR by coordinating all section involved.
• Reviews pending SR/Waiters from Regional Engineering and classifies the issues in terms of severity and urgency and defines further action required
• Daily check on the status of pending SR/Waiter to minimize time to resolution of issues and concerns
• Coordinating with section involved (BC, Regional Engineering) to ensure the service delivery of the SR
• Ensuring the sales Request are processed and provisioned by the team which is raised by in-house and OS teams

• Manage and mentor a team of CSR’s in order to meet and exceed customer expectations through effective people and performance management
• To ensure that the team is equipped with the knowledge, tools, skills, resources & information necessary to deliver results
• Reviewing the daily productivity reports of the team and to share the same with the staff for further improvements ie Occupancy, Compliance, Quality, Repeat call rate
• Managing Outliers in the team in order to achieve the target AHT of the Section
• To monitor the calls remotely and side-by-side with the staff in order to ensure that the quality standards are met
• One-to one coaching with the staff to share the feedback on the daily, weekly and monthly performance
• Supporting WFM in Real-time monitoring to manage high and low call volume traffic, to tackle the unforeseen events such as outages, system issue and to monitor the compliance to breaks assigned
• Floor management to provide complete support for the staff on the floor related to products and services
• This also includes escalating & coordinating any suspected /unplanned outages with other departments, handling escalated supervisory calls, maintain floor discipline, daily briefing to the staff

• Report Generation & Analysis for Daily Operations Meetings with CCC Management on daily basis.
• Report Generation & Analysis – Collate data and compile daily, weekly and Monthly reports for analysis such as Daily Service Level report, SL justification Reports, Customer Satisfaction (CSAT) etc & other miscellaneous reports as and when required.
• Coordinating with HR and updating the Performance Appraisal for the staff.
• Updating the Staff Database such as adding new joiners, managing logs for the staff attrition etc

Worked as Subject Matter Expert (SME) – Intelenet Global Services Etisalat Outsource Partner

Etisalat, in its strive to provide world class services to its customers and to enhance the organizational KPI achievement, is engaged in an Outsourcing project to Mumbai, India. My role in this Project is to manage the overall operations in the Mumbai site for a period of approximately 2 months and 2 weeks. My roles include: Responsibilities:

• For all operational issues in Mumbai and reporting it to Etisalat for the smooth functional of the process
• Supporting TL’s, QAC, training and staff in making the outsourcing project a success by sharing best practices and knowledge sharing of Etisalat processes and procedures.
• Support and providing feedback to staff, TL’s and training department in developing training and Supervisory skills and products awareness process.
• Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members.
• Ensure that team and individual agent performance is at the required standard and maximize the productivity of each individual member.
• Working together as a Team to ensure the set KPI’s are achieved.
• Performing coaching, counseling agents as when required.
• Conceptualized and successfully implemented new management technique based on section KPI achievement goals.
• Designing, Reviewing and conducting staff performance improvement plans.
• Providing an agreed time and performance based Action Plan to the low performing individuals.
• Conducting one-to-one sessions for every team member to counsel and motivate them.
• Continuous performance evaluation of CSR for quality improvement and customer satisfaction.

• Provide second level technical support to CSR’s & customers by answering the queries initiated by tier1 agents.
• Handle the customer contacts that could not be resolved by tier1 agents.
• Handling ICC Fax / ICC Chat
• Handling proxy related block/unblock cases, incomplete cases.
• Follow up with various teams and departments internal and external (UaeNIC, OCS, NARC, CMT, FRC & teams etc) to the CCC to resolve customer issues.
• Identify & Confirm Outages - Confirming suspected problem with concerned and updating Message Board.
• Report Generation - Creating various daily, weekly and monthly reports like
• Outage report etc
• KB Updates - Confirm and coordinate with concerned section / product managers regarding the accuracy of information to be updated in KB

Technical Section for Follow up Provisioning & faults

• Handling all escalation & supervisory calls.
• Handling all the complaints & Provisioning calls.
• Coordinating with concern department to meet the SLA for all complaints & Provisioning cases.
• Interface with various departments internal and external to the CCC to resolve customer problems in a timely manner.
• Reduced the stress levels of Customers by adopting a friendly, cooperative and professional approach

Provide first level technical support and resolution of the end-user problems of the large variety of internet customers in UAE, over multiple communications channels, including telephony, facsimile and over the internet (covering e-mails and text chat)

• Troubleshooting in Dial up connections, ADSL, Cable modems, ISDN, Leased line etc.
• Setting up Wireless Networks & Security
• Configuring/installing modems, routers, LAN etc.
• Networking protocols like TCP/IP, FTP, TELNET,SMTP,POP
• Various operating systems, Antivirus programs , Firewall etc Configuration of Email clients, web based email administration & related services.
• Web based email administration & related services.
• DNS/DHCP installation & configuration.
• Handle sales related inquiries on company products and services.
• Assuring high quality, result-driven, prompt and professional Customer Service with technical consultancies and directions.
• Online Services – linking customer A/c and authorizing for auto pay, Mobile & internet services and account management.

• Installing, supporting, and maintaining Windows Server 2003, Windows XP and Windows Vista.
• Installing and configuring Routers, Bridges, Terminal Servers to support WAN links
• Implementation of TCP/IP & related Services-DHCP/DNS/WINS/LMHOSTS/HOSTS
• Provide comprehensive support for MS Exchange servers at both network and user levels
• Designed and implemented local area networks for multiple customers
• Evaluated customer needs and proposed solutions for those needs Assisted in management of various contract customer networks Performed various pre-sales technical duties including assistance at industry trade shows
• Establish a client complaint record for tracking problems and solutions
• Perform daily polling, daily backup of the system, and print jobs Provide technical support to over 200 clients remotely using net meeting or phone system
• Configure network cables, troubleshoot connectivity issues, create users and configure other related issues
• Corporate resource for Level Three technical support, called upon to resolve the most difficult or critical technical problems, including sporadic connectivity, software compatibility or hardware component issues