I am looking for a company that will allow me to utilize my skills in Microsoft Excel. I am a self taught user of Excel, able to utilize VBA to a certain degree. I am definitely interested to further learn how this skill can be used in a professional manner.
Shadiiqullah Muhammad Deedat
@sammuhammad
8 Years in the Customer Support Industry with 2 years in the Quality Development. Philippine based.
PhilippinesWhat I'm looking for
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
Experience
Customer Support Executive
LSEG
Feb 2023 - Present (1 year 3 months)
Strengthened and nurtured relationships with prospective and current clients through proactive support, guidance on product utilization, and resolution of data-related inquiries.
Fostered seamless collaboration across various stakeholders to guarantee the currency of the product and the precision of data presentation.
Awarded multiple recognition for showcasing expertise in product knowledge
Analyst - Quality Development
TAL Australia
Jul 2016 - Sep 2019 (3 years 2 months)
Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Analyzed quality and performance data to support operational decision-making.
Collaborated with various managers in the creation of a program to increase employee satisfaction, morale, and motivation.
Senior Analyst - Quality Development
Sun Life Financial
Sep 2019 - Jan 2023 (3 years 4 months)
Conducted independent, objective, and intricate quality assessments, delivering insightful results to Business Partners.
Spearheaded the maintenance and enhancement of existing quality programs, conducting in-depth analyses of quality metrics to drive continuous improvements in business operations.
Awarded multiple recognition throughout tenure
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