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Shharukh Issani

@shharukhissani

Message

Contact centre team leader coaching agents to deliver SLA-driven financial services excellence.

New Zealand

Message

What I'm looking for

I’m looking to lead in a high-volume financial services contact centre—using coaching, KPI/SLA discipline, and continuous process improvement to lift performance, manage escalations confidently, and deliver an exceptional customer experience.

I’m a Contact Centre leader with 9+ years at One NZ and Vodafone NZ, progressing from frontline agent to 2IC and Team Lead. I bring a deliberate commercial edge through sales order coordination across SME, enterprise, and corporate accounts—backed by active study in Financial Services.

I lead with data and develop with intent: supervising daily work, coaching agents to close performance gaps, and delivering against SLAs in high-volume environments. I’m trusted for escalations, conflict resolution, and protecting customer and CRM (Salesforce) relationships through clear, calm communication.

I also drive continuous improvement—translating operational observations into process changes, training teams on product knowledge and procedures, and evaluating cost-effectiveness before presenting to leadership. I’m proactive with recruitment and onboarding, and I’m “AI-curious & tech-forward,” with hands-on exposure to ServiceNow, Jira, and MS365.

Experience

Work history, roles, and key accomplishments

One NZ Service Setup Team Lead

One NZ

Apr 2024 - Nov 2025 (1 year 7 months)

Supervised daily service setup operations, ensuring task prioritisation, quality outcomes, and consistent SLA delivery. Coached agents to close performance gaps, improved processes using KPI data, and led escalation handling while supporting recruitment and onboarding.

Team Leadership Coaching and Mentoring KPIs Conflict Resolution Onboarding Process Improvement Escalation Management Salesforce CRM

Service Delivery Co-ordinator

One NZ

Oct 2019 - Mar 2023 (3 years 5 months)

Processed sales orders end-to-end and provisioned mobile, fixed line, and premium products with strong SLA discipline. Acted as 2IC by handling team concerns, escalating tool/vendor issues, and delivering 3x offshore handover induction training to partner groups.

Sales Order Processing SLA 2IC Operations Support Vendor Tool Troubleshooting Process Coordination

Customer Care Representative

Vodafone NZ

Aug 2016 - Oct 2019 (3 years 2 months)

Delivered first-contact resolution for billing, technical, and account queries with a focus on customer satisfaction. Provided floor support for escalations during peak demand and supported complaint resolution and offshore/new-intake training.

Customer Support First Contact Resolutions Billing Support Technical Support Escalation Management Complaint Handling Floor Support Training Quality Improvement

Sales Representative

Omnitech

Jun 2014 - Sep 2015 (1 year 3 months)

Drove retail sales through consultative customer engagement, educating customers on brand value and product fit. Used store analytics to adjust product focus and helped lift overall store performance by sharing best practices.

Consultative Selling Retail Sales Sales Performance Analytics Product Merchandising

Event Manager / Marketing & Sales

Most Glamorous Lady

Directed end-to-end event planning and multi-channel marketing campaigns with stakeholder coordination and budget ownership. Applied sales forecasting and strategic planning to support marketing and sales execution.

Event Planning Multi channel Marketing Budget Management Sales Forecasting Strategic Planning Digital Marketing Campaign Execution