Salman Khan

· Led and managed comprehensive oversight of operational activities, overseeing cross-functional projects for effective project management.

· Identified and implemented continuous improvement opportunities, significantly improving campaign performance from 75% to 92% through strategic approaches aligned with key performance indicators (KPIs), standard operating procedures (SOPs), and operational policies.

· Actively participated in mandatory training sessions to stay informed about new industry developments and updates.

· Demonstrated advanced proficiency in Microsoft Excel, leveraging skills in creating pivot tables, charts, and utilizing sophisticated criteria functions for data interpretation. Applied this expertise to support managerial actions and implement strategic project management strategies.

· Extracted pertinent data from Power BI to conduct personalized coaching sessions, employing insights for targeted improvement strategies and enhancing overall project team performance.

· Transferred valuable knowledge of tools and workflow processes to project team members, fostering a collaborative and informed working environment.

· Delivered high-quality service to internal and external stakeholders through various communication channels, ensuring seamless interactions online and offline.

· Effectively managed and resolved pay-related queries for agents, adjusting Kronos as needed.

· Facilitated seamless internal and external communication, acting as a central point of contact for agents.

· Generated detailed reports and transformed data into Power BI dashboards for client presentations and upper management, maintaining an open flow of communication between project team members, supervisors, and management.

· Conducted regular project team huddles to enhance communication, alignment, and collaboration within the team.

· Provided coaching and mentorship to project team members on a weekly basis, offering guidance to ensure consistent achievement and surpassing of project Key Performance Indicators (KPIs) for optimal project success.

· Utilized Workforce Management tools to make necessary adjustments to agent's schedules, ensuring optimal coverage and alignment with project requirements.

• Responsible for evaluating advertising and social media content in conjunction with the policies
• Ensure safe experiences for users and communities by performing screening and monitoring of social media sites or applications for inappropriate content
• Visually navigated and reviewed images and text-based content through internally developed applications or client tools as required
• Participated in online meetings with supervisors and QA team to discuss findings and ongoing recommendations
• Used internally developed applications to generate quality reports
• Worked with exceptional attention to detail and delivered optimal quality and productivity levels.