1. M. Irshad Ahmed
#622,22nd
Main, 36th cross, 4T block
Jayanagar Bangalore-560041
Email: irshad_out@rediffmail.com Mobile: 7829915108
Career Objective
I am a dynamic and self-motivated individual with the ability to work efficiently on my own as well as
within a team. I have excellent planning, organizational, and leadership skills. I work well under pressure
and have the ability efficiently adapt to drive changes. I am committed to continually enhance and
improve processes and performance.
HSBC:
As a site Coordinator: Since March-2013-till date
 Coaching sessions
 Successfully rolled out Security sessions
 Successfully rolled out Overdraft sessions
 Rolled out Migration of SaaS
 Migration of Master card to Visa
 Fraud awareness session rolled which helped in identifying Fraudster.
 Creating Knowledge bytes to provide updates
 Flow charts & PPT
 Ideas & suggestions to improve internet banking.
 Complaints handling
As a Subject Master Expert: Oct 2010-Feb 2013
 Identified common procedural road blocks.
 Delivered sessions & interventions.
 Took complete responsibility of launching post session quiz to check effectiveness of the
delivery.
 Liaised with Business area to get consistent & correct resolution.
 Offer additional support to Team managers to resolve complex queries.
 Delivered various interventions to enhance procedural & communication skills.

2. As a Mentor: June 2007-July 2010
 Sharing best practices & educating new joiners.
 Floor walk for new joiners.
 Effectively handled escalations to ensure proper assistance & services.
 One to One coaching to help delegates meet the required standards.
 Accredited on the Mentor programme to equip with necessary tools for effective
coaching.
Customer service executive: Nov 2004-June 2007
 Delivery of ‘Best in class ‘customer service
 Successfully driving & delivering first call Resolution on calls.
 Working in fast moving retail environment to achieve sales target.
 Skilled at educating customers on products & recommending best options that meets
their goal.
Achievements:
 Best Mentor award in 2007
 Best operations team in 2009
 Best support staff in 2011,2012
 Innovative & Excellence service award in 2011.
 Super star award for Q 2,Q3 2013
 100 club winner in 2014
 Six sigma yellow belt achiever in 2014
Career Record:
HSBC Electronic Data Processing Pvt. Ltd India Nov 2004 till date
Zeus Biotech Limited (1992-2004) as Business Manager in charge of corporate sales.
Education Qualification: Diploma in Business Management.
Interests:
Reading, Travelling.

3. Skills:
Leadership skills
Time management skills
Team player
Proficient Communication
Computer Skills
Research and Ideation
Planning and Strategy
Value Stream Mapping
Banking
Thanking you