Napoleon Mogan

I'm a senior reviewer in Search, has rich experience of content review revolves around being certified in a few workflows in Search, which makes me flexible in cross supporting multiple workflows simultaneously. I'm also has taken part in completing the Time Motion Study for my workflow. I'm also actively responding and clarifying the doubts and questions related to the policy posted by other reviewers.

I'm volunteered to assist new joiners in the on boarding process and also helps in providing guidelines and validating MyTE on bi-weekly basis, ensuring the time reports of all team members are correctly plotted prior to the submission of every cycle.

I'm the key person in charge of training for multiple Discover workflows in which I has provided the workflow certification training to 22 new joiners with 100% success rate which also has made the team members well cross support to multiple workflows. Apart from preparing the training materials and conducting the classroom training, I'm also in charge of producing the sets of policy knowledge tests and providing the calibration sessions in regards to the assessments.

I'm also very supportive in planning and managing the productivity coverage for individual and team level on a daily basis, to ensure that the team productivity achieved is on par with clients' expectations and the team availability is well utilized.

Apart from the training, I'm is also a BE focal where he helps to update the input into OE related materials on regular and on necessary basis and is actively involved in the weekly connect with BE Lead. I'm also has taken initiative to participate in Delivery Essentials training and has successfully certified through the assessments submitted. In addition, one of my idealizations on review tool improvement has led to a case study for an extension tool where my insight sharing has received a great compliment from the client.

Provide functional and/or technical support for resolution of customer problems, incidents, issues,requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.

Bachelor's Degree in Applied Management Science

Graduated October 2018 (CGPA : 3.24)