Ellen Mahmood

• Dynamic and results-driven Associate Manager with proven expertise in leading high-performing team of 25+ individuals to consistently exceed performance targets.
• Recognized industry-leading people leadership skills, with a strong commitment to fostering a culture of empowerment, accountability, and continuous improvement.

Core Competencies

• High-Impact Team Leadership
• Strategic Planning & KPI Execution
• Employee Engagement & Change Management
• Talent Development & Mentorship
• Performance Optimization

Key Accomplishments

• Directed a 125% average monthly KPI attainment over 5 consecutive quarters, with a 98% team retention rate—surpassing company benchmarks by 15%.
• Developed and implemented strategic performance initiatives that increased team productivity by 32% and reduced operational errors by 40% over the last year.
• Championed internal mentoring programs, resulting in 4 promotions within 24 months and reducing new hire ramp-up time by 35% through targeted onboarding strategies.
• Orchestrated weekly and quarterly performance reviews, leveraging data-driven strategies to maintain team output above 110% of company average across key deliverables.

• Oversee a group of 90 employees providing guidance and support as a subject matter expert.
• Work diligently to build and maintain productive relationships with internal partners.
• Act as main point of contact in matters relating to client concerns and needs.
• Utilize document management systems to organize and keep up-to-date data easily accessible.
• Identify the needs of fellow staff to provide solutions promptly and efficiently.
• Handle escalations from customer care professionals collaborating with different Support and Operations teams.
• Work closely with management to support employee organizational planning.
• Evaluate the needs of staff to optimize productivity.

• Administer state sponsored scholarships to all recipients so that awards are processed in a timely and accurate manner.
• Provide information, guidance and assistance to parents and providers of students on funding and application process.
• Advise guardians and vendors regarding scholarship options, proces and requirements affecting scholars.
• Maintain a professional delivery of services and working knowledge of relevant internal and external systems.
• Adhere to all statutory, regulatory, and policy guidance affecting scholarships.
• Safeguard privacy and confidentiality of student and family data and provider information.
• Follow appropriate record management procedures for scholarship processing and service in accordance with established standards, guidelines, policies and procedures.
• Effectively communicating within scholarship areas to assure service processing benchmarks in compliance with requirements.

• As a Subject matter expert ensure an accurate representation of expertise distributing technical solutions to end-users and document processes that will meet the needs of the program's deliverables.
• Determine suitable technical solutions for gaming hardware products and services.
• Responsible for answering agent questions and give feedback regarding best practices and difficult calls to maximizes performance.
• Supervisor level escalation support handling call escalations and provide specialized knowledge when appropriate.
• Expert level in gaming hardware concepts and solutions, networking, data protection as well as troubleshooting performance issues.

• Skilled customer database management working in a CRM/Salesforce environment.
• Help clients with initial set up and troubleshoot hardware over various platforms and networking concepts.
• Gather detailed logs while troubleshooting hardware issues for analysis.
• Process RMAs for gaming systems and encourage/educate clients to leverage self service options.
• Assist with software upgrades and installations.
• Achievements include exceeding performance targets and KPIs.

• Support clients with network and technical issues via telephone and chat support.
• Review support cases for technical and troubleshooting accuracy.
• Manage billing inquiries, password resets, refunds, hardware activation/deactivation, suspension and account closure requests.
• Document and record consumer interactions with accuracy while building rapport with the consumer.
• Escalate cases to higher level of support according to internal procedure.