Imtiaz Khan
- Role
- Organizational Development and Operations Consultant at Celestial Partnership
- Location
- Buffalo, NY, US
- LinkedIn followers
- 500 followers
About Imtiaz Khan
Results-driven professional with 14 years of experience in training, operations, and…
Experience
Organizational Development and Operations Consultant
Dec 2001 — Present
Performing the role of liaison between internal and external partners, conducting operational reviews to design and implement process improvements in departments including telecommunications, legal, third-party fulfillment, customer service, and business processes outsourcing. AT & T • Revamped customer service operations, implemented learning management systems, and developed associated training content and quality assurance procedures for 600+ employee technical support center, resulting in improved first-call resolutions and customer satisfaction metrics • Coordinated project assignments and resource allocations between multiple business process outsource centers located in Asia and the Americas, resulting in increased efficiencies and reduced operating costs • Managed implementation of telecommunications, IT, and software infrastructure for 400+ customer service center Legal Advantage • Established design and litigation divisions servicing Top 20 IP Law Firms applying for US Patent and Trade Organization approval, including compliant software, workflow policies, and training guidelines • Led initiative to refine internal processes that boosted productivity by 30% per staff per week AOL • Oversight of customer service and fulfilment functions for unit Fortune 500 campaign, implementing online complaint resolution center for product recall campaign, resulting in 75% reduction of customer complaints and 30% drop in product returns eMDs • Implemented EMR/EHR solutions for medical clinics, developing HIPAA compliant workflow procedures and policies
Skills
- Research
- Project Planning
- Customer Service
- Adaptive Technology
- Team Building
- Nonprofit Organizations
- Event Planning
- Corporate Communications
- Nonprofits
- Non-Profits
- Training
- Teaching
- Career Counseling
- Information Technology
- Staff Development
- Operations Management
- Management
- Marketing
- Strategic Planning
- Public Policy
- Public Relations
- Fundraising
- Writing
- Social Networking
- Organizational Development
- Editing
- Recruiting
- Resume Writing
- Public Speaking
- Project Management
- Workshop Facilitation
- Team Leadership
- Coaching
- Policy
- Social Media
- Assistive Technology
- Education
- Community Outreach
- Problem Solving
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