Khan Shaheed Abdullah is a dynamic professional with over 12 years of experience in operations management, process transition, quality assurance, and team management across diverse industries. He is proficient in managing teams, monitoring quality compliance, and auditing. His areas of expertise include operations management, quality and compliance, and team management. He has worked in roles such as associate, workflow coordinator, senior executive, and executive at companies including Mercator Info Service India, Integreon Managed Solutions, Birla Sunlife, and Medusind Solutions.

1. Khan Shaheed Abdullah.
25/8, Stovewala Colony, Shivaji Nagar,
Pathanwadi, Malad (East), Mumbai 400097.
Mobile - 9967821105
Email : khanshaheed@gmail.com
An Overview
 A dynamic professional with over 12+ years of experience in the areas of Operations Management,
Process Transition, Client Servicing, Quality Assurance & Team Management across diverse industry
verticals.
 Deftness in handling overall functioning of processes and implementing processes in accordance with
the previously set guidelines.
 Proficient in managing & leading teams for running successful process operations & expertise in
monitoring quality compliance and Auditing.
 Possess excellent interpersonal, communication & organizational skills with proven abilities in team
management & customer relationship management.
 Believe in turning client’s vision into positive results.
Areas of Expertise
Operations Management
 Defining service standards and guidelines that serve as benchmark for excellent service delivery
thereby contributing towards ameliorated service revenue generation.
 Framing work direction and plan for the associates after thorough assessment of their capabilities.
 Preparing & presenting various weekly/monthly MIS reports pertaining to process and productivity.
 Implementing systems, migrating systems to upgraded versions to achieve maximum efficiency in
various operation; spearheading process improvement initiatives.
 Setting up targets, SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process)
targets and involved in planning for the process.
Quality & Compliance
 Mapping client’s requirements by maintaining trend/analysis based on weekly Customer Satisfaction &
language monitor scores, implementing processes in line with the guidelines specified by the client;
within the guidelines to streamline the Quality Process.
 Ensuring teams adhere to all the quality tool & procedures.
 Generating and analyzing audit reports and compiling reports as per managerial requirements.
 Maintaining data of efficiency, accuracy and other outliners of team which includes keeping track of all
updates and recording it in update file.
 Analyzing MIS reports & other statements with a view to upgrade the Shop Floor with latest downloads
on the technical process operations; assist in critical decision-making process.
Team Management
 Managing Team functions viz. planning, & performance management (including performance/quality
evaluation) for all Members in the team.
 Solving process related queries for the team members
 Leading, mentoring, coaching, monitoring; training/development for team members to ensure
efficiency in process operations & meeting of individual & group targets.
 Creating & sustaining a dynamic environment that fosters development opportunities & motivates high
performance amongst Team members.
 Setting up targets not only to meet the SLA’s and TAT’s but also to exceed them.

2. Professional Experience in Operations:
September’2013–Till date
Company : Mercator Info Service India Pvt Ltd
(Subsidiary of CRISIL)
Job title : Associate
Experience in:
 Managing shift and provide expertise on PowerPoint presentation
 Providing and assisting Investment bankers on various presentation
 Daily preparation of MIS report for higher management
 Anaylsing Data from Revenue Team and Headcount Team and preparing PowerPoint presentation for
the Investment Bankers.
 Creating different types of chart in Excel, MS Graph & Think Cell
 Quality checking the work done by the Associates and Managing the high quality as per the SLA.
June’2011–August’2013
Company : Integreon Managed Solutions Pvt Ltd.
Job title : Workflow coordinator—Team Lead
(Professional Document Services)
Experience in:
 Managing shift and provide expertise on PowerPoint presentation
• Pre-flight request.
• Assignment of Work to the production team.
• Understand instructions on how to create presentation.
• Explain associate and walk them through client instructions.
• On-job training for associates on PowerPoint for complex requests.
• Create curriculum for complex requests.
• Mentor junior associates and assist them get up to required quality and efficiency.
• Quality checking the work done by the Associates and Managing the high quality as per the client
SLA of 98%.
• Preparing Daily and Weekly MIS for higher management.
• Preparing training plan.
• Managing Yearly Appraisal for the Associates
Jan’ 2008–Nov’ 2010.
Company : Birla Sunlife Co. Ltd.
Job Title : Senior Executive Financial Transaction Operations.
Experience in:
 Managing a Team to Process Financial Transaction on the request of the customers.
 (Financial Transaction like Partial Withdrawals, Loans, Surrenders, Refunds, ECS Maintenances.)
 Tracking all records for payment made by Credit Cards & Online Transaction.
 Daily Extraction of ECS & Credit Card data and sending to the Clearing Houses.
 Preparing Daily MIS reports for higher Management.

3.  Taking care on Daily Cheque issuance to the customers
 Coordinating with the Third Party Administration (CITI Bank, Deutsche Bank, HDFC Bank, Bill Desk) for
Payment related queries.
 Daily Reconciliation of ECS and Standing Instruction Extractions.
 Performing Quality Checks on Reinstatement Rectification processed by Minacs. (TPA).
 Taking care of Reinstatement Rectification, Analysis of amount received post lapsation of policies
Addition of Riders cases, follow-up of New Policy Issuance cases.
 Was Awarded for PathBreaker award for achieving 0% in Survival Claim payout Ratio for the financial
year 2009-10
 Coordination with Claims, New business, Underwriting & Compliance Team for resolving any
arise issues.
June ‘2005–Jan’2008.
Company : IBM Daksh Services Pvt Ltd.
Job Title : Sr. Executive Operations
Experience in:
US Life Insurance (Pre-need) Paying Death Claims & Health Claims, Posting Payments,
Processing Customer request, Auditing inter Work done by the processor.
Reconciliation of different Financial Accounts of the Company.
 Processing Health & Life Claims.
 Reinstating Policies as per Customer Request.
 Processing Customer Request to set on EFT, Changing Billing Mode, Sending Premium History &
Premium Notices.
 Updating Customers about their policies.
 Maintaining different accounts of the Company & the Policies.
 Working along with Reconciliation department to rectify the respective offsetting entries to Balance the
Accounts
 Processing Loans & Refunds
 Maintaining Daily Production figures of the team & Equally allocation of work among the team members
 Auditing Daily work done by the Team.
 Ensuring accuracy in Payment Posting, EFT’s, Billing, Paying Life & Health Claims, etc. & timely
rectification of errors.
 Preparing Weekly reports for the Management which is presented in Weekly Review Meeting.
 Reconciliation of different financial Account, offsetting the Accounts entry and Balance the Daily used
Account.
Achievements.
Was Awarded Best Performer of the Quarter for two consecutive times, Nov-2005 – Jan-2006 & Feb 2006 –
April 2006.
Successfully Completed Basic Quality Training an elementary step towards Six Sigma Certification.
Was Awarded with Appreciation Letter for Creating Knowledge Management Tool in Microsoft Excel. to ease
the process with out errors and with good efficiency.
April’ 2004 – June 2005.
Company : Medusind Solutions Pvt. Ltd.
Job Title : Executive.
Experience in:

4. US Insurance (Health) Claim processing, Analysis and Projections, Training, Coordination and Delegation of
responsibilities, Client interaction, Contract Loading.
 Worked for US-Healthcare Industry at a Back end operation for Accounts Receivable Management.
(Back Office Operation)
 Prime responsibility was to analyze contracts & Patient Accounts received by the client and rectifying
that Insurance Company reimbursed hospitals as per the contract agreement.
 Ensured accuracy in contract Interpretation and Loading.
 Done Quality Assurance for contract received from the client and sending across to the client with
Correct and formatted data.
 Follow up with the Insurance Companies in US regarding the proper and timely claim payment.
 Ensured accuracy in data capturing and timely rectification of errors.
 Achieving the Targets as per the Schedule and deliver it to the client as per the requirement.
Personal Information
Date of Birth 17th
February 1982.
Nationality Indian
Marital Status Married
Languages English, Hindi, Marathi & Urdu.
Religion Islam
Hobbies Reading, Writing & all outdoor Sports.
Pass Port No J1732236
Educational Information
Graduate Diploma in Business Administration (BBA) with ‘A’ Grade
from National Institute of Management, Ahmedabad. In Dec’2005
H.S.C from National Open School. In Apr’2002 With Second Class.
S.S.C. from Mumbai Board in March 1997 With First Class.