Tosif Asad

Project Title: Process Improvement Initiative Objective: To improve the efficiency and accuracy of claims and account resolution processes at Synchrony Financial by identifying key bottlenecks and implementing streamlined workflows. Outcome: Successfully reduced process cycle time by 30%, increased accuracy in claims processing by 20%, and enhanced overall customer satisfaction by 25%. Role: Senior Customer Service (Process Associate) Approach/Methodology: Traditional (Waterfall) Roles and Responsibilities: ●​ Initiation: ○​ Conducted a comprehensive analysis of existing claims and account resolution processes to identify inefficiencies and areas for improvement. ○​ Engaged with stakeholders, including the billing team, operations team, and customer service team, to gather requirements and define project objectives. ○​ Developed a project charter, outlining the scope, objectives, and expected outcomes of the process improvement initiative, and obtained approval from senior management. ●​ Planning: ○​ Created a detailed project plan, including a Work Breakdown Structure (WBS), resource allocation, and timeline to guide the process improvement efforts. ○​ Collaborated with cross-functional teams, including IT, billing, and operations, to design new workflows that addressed the identified bottlenecks and inefficiencies. ○​ Developed a risk management plan to anticipate potential challenges during the implementation phase and formulated mitigation strategies. ○​ Established a communication plan to keep all stakeholders informed of project progress, key decisions, and any changes to the project scope or timeline. ●​ Execution: ○​ Led the implementation of new workflows and process improvements, working closely with the IT team to automate repetitive tasks and reduce manual errors. ○​ Trained team members on the updated processes, ensuring they were equipped to handle the changes effectively and maintain high levels of accuracy and efficiency. ○​ Conducted pilot testing of the new workflows to assess their impact on process efficiency and accuracy, gathering feedback for further refinement. ○​ Worked closely with the billing and operations teams to ensure the seamless integration of the new processes into daily operations, minimizing disruption to ongoing activities. ●​ Monitoring and Control: ○​ Monitored key performance indicators (KPIs) such as process cycle time, claims accuracy, and customer satisfaction to measure the effectiveness of the process improvements. ○​ Conducted regular quality assurance checks to ensure that the new workflows were functioning as intended and delivering the expected benefits. ○​ Collaborated with the operations team to address any issues or bottlenecks that arose during the implementation phase, making adjustments as needed to stay on track. ○​ Provided regular updates to senior management and other stakeholders, ensuring transparency and maintaining support for the project. ●​ Closure: ○​ Conducted a final review of the process improvement initiative, ensuring that all objectives were met and that the new workflows were fully operational. ○​ Organized a formal project closure meeting with stakeholders to review the project's success and obtain sign-off on the implemented changes. ○​ Documented lessons learned and best practices from the initiative, creating a knowledge base for future process improvement projects at Synchrony Financial. ○​ Completed the final project report, summarizing key achievements, challenges, and the overall impact on operational efficiency and customer satisfaction. Project Title: U4B Client Experience Objective: To improve the client experience for Uber for Business (U4B) clients in the APAC region by streamlining operations, optimizing client interaction processes, and enhancing overall service delivery. Outcome: Achieved a 25% increase in client satisfaction, a 30% improvement in service delivery times, and a 45% growth in key client accounts. Role: Sr. Support Specialist Approach/Methodology: Agile Roles and Responsibilities: ●​ Initiation: ○​ Conducted a comprehensive needs analysis to identify client pain points and areas for improvement, ensuring that project goals were client-focused. ○​ Engaged with key stakeholders, including account managers, operations teams, and clients, to define project objectives and scope. ○​ Developed the project charter, outlining the project’s objectives, scope, and key deliverables, and secured approval from senior management. ●​ Planning: ○​ Developed a detailed project plan, including timelines, resource allocation, and risk management strategies, to ensure smooth execution. ○​ Created a stakeholder communication plan to keep all parties informed of project progress, key decisions, and changes. ○​ Identified potential risks related to client interactions, such as resistance to change and process misalignment, and developed mitigation strategies. ○​ Collaborated with IT and operations teams to design and implement new client interaction protocols that streamlined processes and enhanced service delivery. ●​ Execution: ○​ Led the implementation of new client interaction protocols, working closely with cross-functional teams to ensure minimal disruption to ongoing operations. ○​ Conducted regular training sessions for account managers and client support teams, ensuring they were fully equipped to implement the new protocols. ○​ Utilized data analytics tools to monitor client engagement and feedback, making real-time adjustments to improve outcomes. ○​ Ensured continuous stakeholder engagement through regular status updates, feedback sessions, and problem-solving meetings. ●​ Monitoring and Control: ○​ Regularly reviewed project performance against KPIs, including client satisfaction scores, service delivery times, and account growth metrics. ○​ Conducted periodic audits of the new client interaction protocols to ensure compliance with Uber’s standards and client expectations. ○​ Monitored project progress against the baseline schedule, making adjustments as needed to stay on track and within budget. ○​ Managed client feedback loops, ensuring that any issues were promptly addressed and resolved to maintain high levels of client satisfaction. ●​ Closure: ○​ Conducted a final review of the project deliverables, ensuring that all new client interaction protocols were fully implemented and well-received by clients. ○​ Facilitated a formal project closure meeting with stakeholders, during which the project’s success was reviewed and final approval was obtained. ○​ Documented all project processes, including lessons learned and best practices, to serve as a reference for future client experience enhancement initiatives. ○​ Completed the final project report, highlighting the key outcomes, benefits realized, and impact on the business. Project Title: U4B GST Optimization Approach/Methodology: Agile Objective: To streamline and optimize the GST invoicing process across Uber's APAC operations, reducing errors, improving compliance, and enhancing client satisfaction. Outcome: Achieved a 30% improvement in service delivery times, a 25% reduction in invoicing errors, and a 20% increase in client satisfaction. Role: Sr. Support Specialist I (Account Managment Uber for Business APAC) Roles and Responsibilities: ●​ Initiation: ○​ Conducted a comprehensive analysis of the existing GST invoicing process, identifying key pain points and inefficiencies. ○​ Engaged stakeholders from finance, legal, and operations to define project goals, objectives, and scope, ensuring alignment with Uber’s strategic goals. ○​ Developed a project charter, outlining the project's scope, objectives, and resource requirements, and secured stakeholder approval. ●​ Planning: ○​ Created a detailed project plan, including a timeline, resource allocation, and risk management strategies. ○​ Conducted a detailed cost-benefit analysis to justify the project's ROI, ensuring buy-in from senior management. ○​ Developed a communication plan to keep all stakeholders informed of project progress, changes, and key decisions. ○​ Collaborated with IT and finance teams to design the new invoicing process, ensuring it met all regulatory requirements and was scalable for future growth. ●​ Execution: ○​ Led the implementation of the new GST invoicing process, coordinating with cross-functional teams to ensure smooth execution and minimal disruption to ongoing operations. ○​ Conducted regular training sessions for finance and operations teams, ensuring they were fully equipped to use the new system. ○​ Utilized data analytics tools, including SQL and Tableau, to monitor the effectiveness of the new invoicing process in real-time, making adjustments as necessary. ○​ Ensured continuous stakeholder engagement through regular status updates and feedback sessions, addressing any concerns promptly. ●​ Monitoring and Control: ○​ Implemented a robust monitoring framework to track project performance against KPIs, including error rates, processing times, and client satisfaction scores. ○​ Conducted regular audits of the invoicing process to ensure compliance with regional tax regulations and Uber’s internal policies. ○​ Monitored project progress against the baseline schedule, making adjustments as needed to stay on track and within budget. ○​ Used change management techniques to manage any resistance to the new process, ensuring a smooth transition for all teams involved. ●​ Closure: ○​ Conducted a final review of the new invoicing process, ensuring all project deliverables met the required standards and were fully operational. ○​ Facilitated a formal project closure meeting with stakeholders, during which the project’s success was reviewed and final approval was obtained. ○​ Documented all project processes, including lessons learned and best practices, to serve as a reference for future process improvement initiatives. ○​ Completed the final project report, highlighting the key outcomes, benefits realized, and impact on the business. Project Title: CRM 2.0 Launch with Real-Time Translation Objective: To launch the 2.0 version of Uber’s internal CRM tool, introducing real-time translation capabilities for 30 languages to enhance communication efficiency and effectiveness for agents handling chat and email support. Outcome: Successfully launched CRM 2.0, resulting in a 50% reduction in communication barriers, a 35% improvement in customer satisfaction, and a significant increase in agent productivity across global support operations. Role: Program Specialist IV (Program Manager Strategy and Planning) Roles and Responsibilities: ●​ Initiation: ○​ Conducted a comprehensive needs assessment, identifying language barriers as a critical issue affecting customer-agent interactions. ○​ Engaged with stakeholders, including the product team, design team, software engineers, and operations team, to define the project’s objectives, scope, and success criteria. ○​ Developed the project charter, outlining the goals for CRM 2.0, including the integration of real-time translation for 30 languages, and secured approval from executive leadership. ●​ Planning: ○​ Created a detailed project plan, incorporating a Work Breakdown Structure (WBS), resource allocation, and risk management strategies. ○​ Worked closely with the software engineering and product teams to design and develop the real-time translation feature, ensuring seamless integration with the existing CRM tool. ○​ Coordinated with the vendor team, billing team, and contracts team to secure necessary partnerships and licenses for translation services. ○​ Planned the rollout strategy, including a phased launch across regions (EMEA, APAC, US&C, LATAM) and a pilot run to test the new translation features. ○​ Developed a comprehensive communication plan to ensure all stakeholders, including regional vendor managers, were kept informed of progress, key decisions, and upcoming changes. ●​ Execution: ○​ Led the development and integration of the real-time translation feature into the CRM tool, working closely with software engineers, the product team, and the UAT team to ensure functionality across all 30 languages. ○​ Managed cross-functional teams, including the design team, CO team, operations team, and product team, to ensure the new features met user needs and enhanced overall CRM capabilities. ○​ Conducted a pilot run, where agents in different regions tested the new translation feature, providing feedback for further refinements before the full rollout. ○​ Worked closely with vendor managers across regions to facilitate the adoption of CRM 2.0 by regional BPOs, ensuring training and support were provided for a smooth transition. ○​ Coordinated with the UAT team and product team to conduct rigorous testing, identifying and resolving any issues before the full-scale launch. ●​ Monitoring and Control: ○​ Used key performance indicators (KPIs) such as translation accuracy, agent productivity, and customer satisfaction to monitor the new system’s effectiveness. ○​ Conducted regular quality assurance checks to ensure the translation features were functioning as intended and delivering the expected benefits. ○​ Collaborated with regional vendor managers, product team, and other teams to monitor the performance of CRM 2.0 across different regions, ensuring consistent quality and service delivery. ○​ Managed stakeholder expectations by providing regular updates and addressing any concerns related to the rollout and performance of the new features. ●​ Closure: ○​ Conducted a final review of CRM 2.0’s performance, ensuring all deliverables met the required acceptance criteria and were fully operational across all regions. ○​ Organized a formal project closure meeting with stakeholders, including regional vendor managers and team leads, to review the project’s success and obtain sign-off on deliverables. ○​ Documented lessons learned and best practices, including insights from the pilot run and full rollout, to create a knowledge base for future CRM tool enhancements. ○​ Completed the final project report, summarizing key achievements, challenges, and the overall impact on global support operations. Project Title: Support Tool Optimization with RPA Approach/Methodology: Agile Objective:​ To redesign Uber’s internal support tools using RPA principles by implementing a CAR (Customer Automated Response) system that provides dynamic responses and intelligent routing. The system was designed to handle customer interactions for chat, email, and voice, escalating unresolved queries to human agents only when required. Outcome:​ Reduced customer wait times by 40% and improved first-contact resolution rates by 25%, significantly enhancing service efficiency and customer satisfaction globally. Roles and Responsibilities: ●​ Initiation: ○​ Collaborated with stakeholders to define business requirements, aligning project goals with broader organizational objectives and customer support strategies. ○​ Conducted workshops with product managers, engineers, and operational teams to identify pain points and prioritize features for automation. ○​ Developed the project charter, including cost-benefit analysis, resource allocation plans, and risk assessments, to secure leadership buy-in. ●​ Planning: ○​ Designed an extensive process flow in Lucidchart to map CAR system nodes, including decision trees, fallback mechanisms, and escalation paths. ○​ Worked with product managers to define user stories and acceptance criteria for the CAR system, ensuring all use cases were addressed. ○​ Coordinated with global vendor managers (EMEA, APAC, US&C, LATAM) to ensure that the solution was scalable across regions. ○​ Established a detailed project roadmap with sprint cycles, timelines, and milestones to track deliverables efficiently. ●​ Execution: ○​ Led product development sprints, collaborating with engineering teams to build and test the CAR system’s decision logic and integration with support tools. ○​ Worked with UX designers to ensure the CAR bot interface provided seamless interaction for customers while simplifying agent workflows. ○​ Facilitated pilot testing with regional teams, gathering feedback on bot performance and refining workflows to optimize user experience. ○​ Conducted training sessions for global support teams to ensure adoption of the system, creating training materials and playbooks for agents. ●​ Monitoring and Control: ○​ Monitored KPIs, such as customer satisfaction, resolution rates, and escalation volumes, through dashboards and real-time reports. ○​ Conducted weekly sprint reviews to track progress, manage risks, and address blockers in collaboration with the Scrum team. ○​ Used data analysis tools, including SQL and Tableau, to identify areas for improvement and implement iterative updates to the CAR system. ●​ Closure: ○​ Conducted a formal project review, presenting results to senior stakeholders and documenting best practices for future automation initiatives. ○​ Delivered a final report outlining the CAR bot’s impact on operational metrics, scalability potential, and areas for enhancement. ○​ Developed a knowledge repository with lessons learned, ensuring transfer of expertise for future RPA-driven projects. Project Title: CRM 2.0 Launch with Multimodal Integration ​ Approach/Methodology: Agile Objective:​ To launch the 2.0 version of Uber’s CRM tool, integrating multimodal capabilities that allow agents to handle chat, email, and phone interactions from a unified platform. The system ensures agents focus on one modality at a time, reducing task conflicts and improving operational efficiency. Outcome:​ Enhanced agent productivity by 35% and streamlined customer service operations, resulting in faster resolution times and improved satisfaction rates globally. Roles and Responsibilities: ●​ Initiation: ○​ Conducted stakeholder analysis and requirements gathering to align CRM goals with cross-functional business needs. ○​ Partnered with product managers and operations leads to define the scope, key features, and expected outcomes of the CRM upgrade. ○​ Developed the project charter, including resource forecasts, risk mitigation strategies, and KPIs for success measurement. ●​ Planning: ○​ Designed comprehensive workflows in Lucidchart to map agent interactions and task allocation rules, ensuring the CRM prevented task conflicts between modalities. ○​ Collaborated with product teams to create user stories and define backlog priorities, ensuring alignment with operational goals. ○​ Coordinated with software engineering teams to integrate new CRM features, such as modality-specific workflows, into existing systems. ○​ Established a phased rollout plan with detailed timelines, milestones, and pilot testing schedules to track progress and ensure smooth deployment. ●​ Execution: ○​ Managed Agile sprints, ensuring cross-functional collaboration between product, engineering, and support teams to meet deliverables. ○​ Oversaw the development and testing of multimodal functionalities, ensuring seamless integration and compatibility with existing tools. ○​ Facilitated pilot runs with agents globally, gathering insights to refine task management logic and improve the user experience. ○​ Designed training programs and onboarding materials for global support teams, ensuring seamless adoption of the CRM tool. ●​ Monitoring and Control: ○​ Monitored project progress using tools like Asana, ensuring tasks stayed on track and blockers were addressed promptly. ○​ Utilized performance dashboards in SQL and Tableau to analyze KPIs such as task completion times, error rates, and agent productivity. ○​ Conducted regular sprint reviews with stakeholders to track progress, incorporate feedback, and make iterative improvements. ●​ Closure: ○​ Delivered a comprehensive post-implementation review, highlighting productivity gains and operational improvements. ○​ Documented lessons learned and compiled a repository of best practices for future CRM enhancements. ○​ Presented a final report to stakeholders, summarizing project outcomes, key achievements, and opportunities for scalability. Project Title: SaaS CRM Migration & Optimization Objective: To migrate a mid-sized SaaS company's CRM from a legacy system to HubSpot, ensuring seamless data transition, enhanced automation, and improved user engagement.​ Outcome: Achieved a 40% increase in user engagement, 50% reduction in manual operations, and implemented real-time analytics tracking for enhanced decision-making.​ Role: Product Manager Consultant Roles and Responsibilities: Initiation: ●​ Conducted stakeholder interviews to assess CRM needs, automation gaps, and operational inefficiencies. ●​ Defined key project deliverables, aligning them with business goals and customer success objectives. ●​ Developed a project roadmap to ensure smooth migration with minimal operational disruption. Planning: ●​ Created a Work Breakdown Structure (WBS), outlining milestones for data migration, automation setup, and user training. ●​ Designed custom workflows within HubSpot to optimize lead management, sales tracking, and customer engagement. ●​ Integrated data pipelines for real-time synchronization across business tools (HubSpot, SQL, Google Sheets). ●​ Developed a change management strategy to guide internal teams through CRM adoption. Execution: ●​ ●​ ●​ ●​ Led the end-to-end CRM migration, ensuring zero downtime and data integrity across all records. Automated customer interaction workflows, reducing manual interventions by 50% and improving response times. Implemented analytics dashboards (SQL, Mixpanel, GA4) to track CRM effectiveness and optimize future iterations. Conducted training sessions and documentation rollout to ensure smooth adoption. Monitoring and Control: ●​ Used KPIs such as customer retention rates, sales conversion metrics, and automation efficiency to measure success. ●​ Conducted weekly quality assurance checks and refined workflows based on user feedback. ●​ Managed risk mitigation strategies, ensuring alignment with stakeholder expectations. Closure: ●​ Presented final results to leadership, highlighting key improvements and business impact. ●​ Created a best practices guide for future CRM enhancements and scalability. ●​ Documented lessons learned to optimize CRM adoption across other business units. Project Title: Healthcare Operations Overhaul & Digital Workflow Implementation Objective: To streamline member onboarding, scheduling, and billing processes for a healthcare provider by implementing a centralized workflow system.​ Outcome: Improved compliance, reduced administrative delays by 40%, and enhanced operational efficiency.​ Role: Product Manager Consultant Roles and Responsibilities: Initiation: ●​ Conducted an operational assessment to identify inefficiencies in patient handling and documentation workflows. ●​ Engaged with stakeholders, including medical staff, IT teams, and finance, to define pain points and project scope. ●​ Established key success metrics for workflow automation and compliance tracking. Planning: ●​ Designed a centralized intake, approval, and tracking system, integrating Google Workspace & HubSpot CRM. ●​ Developed automation processes for patient documentation and billing reconciliation, minimizing human errors. ●​ Created a risk management framework to ensure compliance with industry regulations and data privacy standards. Execution: ●​ ●​ ●​ ●​ Implemented an automated e-signature collection process, expediting documentation completion times. Rolled out real-time tracking dashboards for billing accuracy and appointment scheduling efficiency. Led staff training on new digital workflows, ensuring seamless adoption across all teams. Developed a structured feedback loop to incorporate suggestions for ongoing improvements. Monitoring and Control: ●​ Set up KPI dashboards in Google Analytics (GA4) & Mixpanel to measure patient processing times & workflow efficiency. ●​ Conducted regular compliance audits to ensure adherence to data privacy regulations. ●​ Implemented iterative improvements based on performance data and user feedback. Closure: ●​ Finalized process documentation and delivered knowledge transfer sessions to key stakeholders. ●​ Summarized key achievements, including a 40% reduction in processing times and enhanced billing accuracy. ●​ Recommended future enhancements for AI-based workflow automation. Project Title: Client Collaboration & Feedback System for a Retail SaaS Product ​ Objective: To design and implement a structured client feedback collection system, enhancing product roadmap decisions and user satisfaction.​ Outcome: Increased actionable feedback volume by 3X, improved feature adoption rates by 25%, and enhanced customer engagement.​ Role: Product Manager Consultant Roles and Responsibilities: Initiation: ●​ Analyzed current customer feedback mechanisms to identify gaps in usability and adoption. ●​ Engaged with customer success, product, and engineering teams to align feedback collection with product strategy. ●​ Defined project objectives focused on scalability and impact measurement. Planning: ●​ Designed a multi-channel feedback collection system using Google Forms, Jira, and Mixpanel analytics. ●​ Established an automated tagging & prioritization system for feature requests, improving backlog management. ●​ Developed user education materials to increase participation rates in feedback programs. Execution: ●​ Launched the feedback platform with a phased rollout strategy, ensuring controlled adoption. ●​ Integrated Hotjar & Mixpanel analytics to track feedback submission trends and feature adoption. ●​ Conducted iterative refinements based on real-time insights, improving submission completion rates. Monitoring and Control: ●​ Used KPIs such as feature request prioritization efficiency, adoption rate, and response accuracy to measure success. ●​ Conducted usability testing sessions, refining feedback mechanisms to increase participation rates. ●​ Implemented performance tracking dashboards for leadership reporting. Closure: ●​ Documented best practices and lessons learned for future feedback system improvements. ●​ Conducted a final review session with stakeholders, measuring overall system impact. ●​ Recommended AI-driven automation for scaling feedback processing efficiency.