Mohammad Tayid Auckburally
Union Park
Summary
Dynamic Customer Comms Contact Senior Analyst at Accenture with expertise in data analysis and process improvement. Proven track record in enhancing operational efficiency and mentoring teams. Skilled in strategic recommendations and compliance assurance, driving significant improvements in client satisfaction and employee engagement. Committed to delivering impactful results through effective communication and leadership.
Communicative Senior Analyst with strong project management and relationship building talents. Gifted to assess business processes and inefficiencies. Dedicated to providing leadership and coordination of project teams.
Overview
10
10
years of professional experience
Work History
Customer comms contact senior analyst
Accenture
Ebene
12.2024 - Current
- Analyzed complex data sets to identify trends and insights for client projects.
- Collaborated with cross-functional teams to develop strategic recommendations for clients.
- Designed and implemented process improvement initiatives to enhance operational efficiency.
- Managed team of over 60 employees, including team leaders and support staff.
- People management and retention of employees program.
- Conducted skip-level meetings to improve communication and engagement across teams.
- Ensuring successor’s in operations and not to impact deliverables.
- Mentored junior analysts in data analysis techniques and best practices.
- Ensuring the targets are met.
- Handle the operation cost impact on transports and people management.
- Implemented operations to optimize workforce allocation and enhance company benefits.
- Utilized advanced analytics tools to support decision-making processes for clients.
- Collaborated with IT teams on new tools and technologies.
- Developed training materials for end users.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Set specific goals for projects to measure progress and evaluate end results.
- Monitored operations and reviewed records and metrics to understand company performance.
- Assessed company operations for compliance with safety standards.
- Managing attendance in operation and ensuring Return to works interviews.
- Worked closely with human resources to support employee management and organizational planning.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Organized client meetings to provide project updates.
- Analyzed company's expenditures and developed financial models.
- Served as fire warden and first aider, ensuring safety protocols were in place.
Customer Service Analyst
Accenture
Ebene
06.2019 - 12.2024
- People Management
- Allocation of work to the team
- Huddles with the team
- Reporting SLAs and meeting it monthly
- Client calls
- Preparing decks for presentations
- Creating DTPs for new ideas which were implemented to improve process
- Quality auditor to ensure compliance across the team
- Approving credits for the teams as complaint resolution
- Handling managers calls
- Coaching sessions
- Feedbacks session
- Team engagements
- Root cause analysis
- Call calibrations
- Daily reporting
- Ensure KPI are met
- Facilitated workshops for team members on effective communication strategies with clients.
- Provided ongoing support to customers through various communication channels and platforms.
- Developed strategies for improving customer service processes and procedures.
- Provided feedback on how to improve overall experience for customers.
- Identified opportunities for improvement in the current system used by the team.
- Created detailed reports regarding customer service activities and performance metrics.
- Participated in meetings to discuss possible solutions for any recurring issues.
- Suggested additional products or services that best meet customers' needs.
- Assisted customers with product selection, ordering, billing, payments and returns.
- Assisted in training new members of the Customer Service Team.
- Supported sales team members to drive growth and development.
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Participated with client auditors with regards to CDP
Customer Service Associate
Accenture
Ebene
06.2017 - 06.2019
- On Site with Australian client. (6 months )
- Trained new associates on company policies and service standards.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Performed additional duties as assigned by management team.
- Followed policies and procedures to meet or exceed established performance requirements.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Developed relationships with key clients through regular contact and follow-up communication.
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
Customer Service New Associate
Accenture
Ebene
05.2016 - 05.2018
- Handling dispute/complaints for customers
- Worked in finance and administration dealing with complaints and disputes
- Process credits on customer account
- Maintained documentation for projects, ensuring clarity and accessibility for team members.
- Provided customer service support for inquiries, complaints, and returns.
- Dealing with other departments to ensure prompt deliveries to customers.
- Solely assigned to handle Major Customers ( diamond client )
- Solely assigned to clients managers to handle their dispute and credit request
Education
Imperial College
Curepipe Skills
Customer Comms Contact Senior Analyst experienced in data analysis and process improvement Enhanced operational efficiency and mentored teams through strategic recommendations and compliance assurance, significantly improving client satisfaction and employee engagement Delivered impactful results by assessing business processes and leading project teams
Customer Comms Contact Senior Analyst experienced in data analysis and process improvement Enhanced operational efficiency and mentored teams through strategic recommendations and compliance assurance, significantly improving client satisfaction and employee engagement Delivered impactful results by assessing business processes and leading project teams
Languages
Creole
First Language
English
Proficient (C2)
C2
French
Intermediate (B1)
B1
Accomplishments
- Stellar Awards
- Beyonders of the month
- Top performer Certificate
- IS defender
- CDP
- Fire Warden
Timeline
Customer comms contact senior analyst
Accenture
12.2024 - Current
Customer Service Analyst
Accenture
06.2019 - 12.2024
Customer Service Associate
Accenture
06.2017 - 06.2019
Customer Service New Associate
Accenture
05.2016 - 05.2018
Imperial College