Altamash Shaikh

Leads global real-time operations across multiple Lines of Business covering APAC, EMEA, and North America. Monitors live queues and key real-time metrics, drives command center escalation handling, and mentors RTAs.

Managed intraday performance across multiple queues, tracking SLA, AHT, occupancy, AUX, shrinkage, adherence, and interval performance. Supported real-time recovery actions and coached RTAs.

Monitored live queues and agent states, including AUX, adherence, breaks, shrinkage, and service level performance. Performed intraday checks and coordinated with Operations to manage real-time performance and service level risks.

Handled customer interactions and escalations while meeting process, quality, and service level expectations. Built strong Amazon process and operational knowledge that supported the transition into real-time workforce management.

Managed end-to-end revenue cycle management including medical billing, coding, AR follow-ups, insurance verification, payment posting, and denial management. Reduced claim rejection rate by 12% through root-cause identification and coaching.

Provided end-to-end customer support for Axis Bank Home Loan customers. Improved CSAT scores by 10% through proactive issue resolution and customer education.

Delivered customer support for Amazon India through voice and email channels. Handled high-volume interactions involving orders, refunds, replacements, deliveries, payments, and logistics escalations.

Completed HSC (Higher Secondary Certificate) from St. Mary Junior College, Maharashtra State Board in 2016.