R Muhammad
Atlanta
Summary
Results-driven professional equipped with background in supporting operational workflows and enhancing team productivity. Proven track record in streamlining processes and fostering productive collaboration. Committed to delivering high-quality results and adapting to dynamic environments with strong communication and problem-solving abilities.
Overview
1
1
Certification
2025
2025
years of professional experience
Work History
Customer Success/Command Associate
FLOOR & DECOR
Atlanta, GA
2025 - 01.2025
- Optimized front-end performance to deliver top-tier customer service and seamless operational management.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Spearheaded high-priority in-store initiatives (such as credit applications or loyalty sign-ups) while motivating team members to actively promote and upsell complementary products.
- Processes customer refunds and exchanges according to established guidelines.
- Led high-priority in-store initiatives, including credit applications and loyalty sign-ups, while encouraging team members to promote and upsell complementary products.
- Assessed shift performance metrics against sales and budget goals to ensure target profitability.
IT Project Administrator-Remote
NCR VOYIX
Atlanta, GA
01.2022 - 01.2025
- Utilized comprehensive change, problem or incident management strategies aligning with project cycle objectives, and organizational goals. Identified stakeholders, assessed impediments during Sprint reviews, and continuously educated the teams on Agile principles. Managed change readiness assessments and supported communication that bridged the gap between cross functional teams to encourage the project or sprint completion.
- Reduced repetitive incidents by 40% by increasing change awareness within Hospitality SRE org.
- Eliminated waste in “After Action” meetings, showing 50% improvement by streamlining process.
- Closed 45% of preventative actions by creating and executing a follow-up strategy.
- Revamped and coached updated steps of After Action Review meetings for Incident Process and Service Delivery team, implementing Conditions, Actions, and Needs reports for enhanced clarity.
- Facilitated After Action Review by preparing incident tickets, meeting agendas, minutes, dependencies, progress updates, issues, preventative action items, risks, and timelines for improved visibility among attendees and executive leadership.
IT Project Coordinator
CONDUENT (A CONTRACTOR OF SUNTRUST)
Atlanta, GA
01.2017 - 01.2021
- Led day-to-day operation in Asset Management of over 3,000 client accounts, performing business analyst duties of month-to-month financials of select commercial clients. Supervised 12 reconcilers, with each accountable for over 300 accounts. Provided ongoing leadership, training, support and evaluated talent according to procedures. Managed a Technology Life Cycle: Plan, Phase In, Active, Phase Out and End of Life.
- Compiled project reports for management review for mismatched and replacement items, performing audits of staff work and quality assurance.
- Revitalized processes through collaboration with internal stakeholders, enhancing project outcomes and providing performance data for informed business decisions.
- Revitalized processes for improved efficiency by collaborating with internal stakeholders on projects, driving revenue for business and providing performance data for critical business decisions.
- Developed training sessions for team performance. the team on meeting daily deadlines for stakeholder in a controlled environment.
- Coached the team to meet daily deadlines for stakeholders.
Education
Associate of Science (AS) - Business Management
Atlanta Metropolitan College
Atlanta, GASkills
- Customer Service
- Customer Engagement
- Salesforce
- ServiceNow
- SaaS
- Operational Efficiency
- Cross Team Coordination
- Training/Onboarding
- Time management
- Problem Solving
- Microsoft Office Suite
- Attention to detail
Certification
Certificate of Completion: SQL Lean Six Sigma - White Belt, MSI Institute
Section name
Recognized For Preventative Actions, Mitigating Risks, Customer Service
Timeline
IT Project Administrator-Remote
NCR VOYIX
01.2022 - 01.2025
IT Project Coordinator
CONDUENT (A CONTRACTOR OF SUNTRUST)
01.2017 - 01.2021
Customer Success/Command Associate
FLOOR & DECOR
2025 - 01.2025
Associate of Science (AS) - Business Management
Atlanta Metropolitan College