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Shifa S

@shifas

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Trainer at Jumbotail Technologies building AI-powered tools and automating operations workflows.

India

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What I'm looking for

I’m seeking to lead day-to-day operations and process improvement for AI-focused quality and validation teams.

At Jumbotail Technologies Pvt. Ltd., I built AI-powered internal tools, automated workflows and web applications using Google Apps Script, Streamlit and Generative AI. I also created KPI dashboards, SOP repositories and knowledge portals to standardize processes and make information easier for teams to access.

At Reliance AJIO, I led a team of Quality analysts and Trainers and managed training operations across outsourced partners. At Startek Pvt. Ltd., I designed coaching plans, calibration sessions and training programs, and used KPI analysis, audits and RCA to identify performance gaps.

Experience

Work history, roles, and key accomplishments

Current

Trainer | Customer Experience & AI Process Automation

Current

Jumbotail Technologies Pvt. Ltd.

Oct 2024 - Present (2 years)

Built AI-powered internal tools, automated workflows and web applications using Google Apps Script, Streamlit and Generative AI to improve process efficiency. Conducted quality audits, RCA, coaching sessions and performance improvement initiatives to keep quality standards consistent.

Google Apps Script Streamlit Generative AI Quality Audits Root Cause Analysis Coaching KPI Dashboards SOP流程设计 CRM Onboarding Stakeholder Management

Training Client

Reliance AJIO

Jul 2023 - Oct 2024 (1 year 3 months)

Led a team of Quality analysts and Trainers, driving consistent performance and quality across partner locations. Managed end-to-end training operations across outsourced partners, ensuring agreed standards and processes were followed.

Team Leadership Quality Management Training Operations Outsourced Partner Management Process Standardization

Trainer

Startek Pvt. Ltd.

Feb 2021 - Jul 2023 (2 years 5 months)

Monitored KPIs such as CSAT, quality score, AHT, productivity, certification pass rate and early attrition to track performance against targets. Designed coaching plans, calibration sessions, refresher training and nesting programs to improve business performance.

KPI Monitoring CSAT AHT Quality Scores Coaching Calibration Training Needs Identification Root Cause Analysis Train The Trainer (TTT)Dashboarding Stakeholder Reporting

Senior Executive – Seller Support (Social Media)

Startek Pvt. Ltd.

Oct 2020 - Feb 2021 (4 months)

Resolved seller queries and managed escalations, consistently achieving SLA targets. Collaborated with cross-functional teams on issue resolution and supported continuous process improvement.

Seller Support Escalation Management SLA Adherence Cross Functional Collaboration Process Improvement

Customer Support Executive

Startek Pvt. Ltd.

Feb 2020 - Oct 2020 (8 months)

Resolved customer issues with high FCR and achieved CSAT, AHT and Quality Score targets. Collaborated with internal teams to expedite resolutions and maintained accurate CRM documentation.

Customer Support FCR CSAT AHT Quality Scores CRM Collaboration