Adil Jahan

I led a 15-member Knowledge and Content Management team, overseeing content quality, scheduling, recruitment, onboarding, and retention. I managed KPIs, coached analysts, and drove product development initiatives. By analysing workflows, I implemented process improvements to enhance accuracy, accessibility, and efficiency. I designed training, aligned project pipelines with business needs, fostered cross-functional collaboration, and managed stakeholder communication, ERGs, vendors, and budgets.

I led a 20-member Recipient Support team with rotating quarterly composition, overseeing performance through audits, KPI-based coaching, and detailed statistical reports. I ensured timely, high-quality resolution of customer inquiries, escalations, and delivery issues via phone, email, and chat. Partnering with Learning & Development, I facilitated training, supported Amazon delivery partners and Flex contractors, and implemented actions to address feedback, complaints, and operational concerns.

I provided phone and email support to bank account and credit card holders, addressing diverse financial queries and account concerns. I resolved issues with accounts, transactions, and card usage, offering tailored financial advice and solutions. By ensuring timely, effective resolutions, I maintained high levels of customer satisfaction and built trust through clear communication and problem-solving.

I hold a B.E. in Electrical and Electronics Engineering, with knowledge in circuits, control systems, power systems, and electronics. I gained practical skills through labs, simulations, and industry projects, studying digital electronics, microprocessors, maths, physics, and programming. Proficient in MATLAB, AutoCAD, and circuit simulation tools, I developed strong analytical, problem-solving, and technical abilities with a proven capacity to apply theory to real-world challenges.