Shadiiqullah Muhammad Deedat

I have been working in the Customer Support Industry, supporting the American Region since 2016, where I have been with 3 different companies with different focuses and received multiple awards and recognition.

Telecommunications with Verizon through Sykes Asia
Selected to join the Proactive Escalations Team after training.

• Instead of monitoring the order from it's creation to it's delivery to the client, I was assigned to join the proactive escalations team, where we forecast possible delays and ensure that this is avoided.

Selected to manage and lead a new product in the Order Entry Department.

• Pioneered a new business process; collaborating with different business units in the creation of the official guidelines used for product usage, and training purposes.

• Received Zero Escalations/Complaints from partnering businesses during tenure.

Insurance with Sun Life Financial
Hand-picked during the interview to support the pioneer business in Manila that caters to the American Region.

• The team was supposed to be 18, but were only able to get 13 who met the standards.

• After training, was elected to be a Sub-Lead to assist the Manager with the team's performance, handling 3 members.

• Received inbound calls to assist clients with inquiries on their policy with their providers.

• Assisted with starting their claims, ensuring client is felt supported during the challenging period of their lives.

• Coached members with their call handling skills and product knowledge.

Elevated to Lead for Quality in 3 Years

• Appointed First Mentor in Manila to assist the training department with new hires, not only in The Philippines, but also Canada and The United States.

• Became Lead Mentor, guiding other mentors on how to conduct their mentoring sessions and how to write their feedback for both the mentee and management

• Awarded first ever Employee of The Month when the Rewards and Recognition Program was launched.

• Selected for the Quality Analyst Stretch Role, assisting the Quality Team in conducting audits and providing feedback to members on their call handling

• Promoted to Senior Analyst for Quality Development, officially joining the team and conducting sessions during new hire orientation.

• Analyzation of Data and creation of reports to be delivered to associates and management

• Elevated to Acting Lead for Quality as the most tenured member with 4 quality analysts.

Financial Markets with Refinitiv, London Stock Exchange Group
Hand-picked during the interview to support the pioneer business in Manila

• The 10 Members of the team were chosen from January to March 2024

• After training, was assigned to cater to the American Region as the Shift Lead, providing support to the other members assigned to the American Region.

• Awarded for 3 Quarters in the year 2023