Abdulla Shaikh
Business Management Analyst
Mahim
Summary
A results-driven professional with 6 years of experience in sales, support, operations, team management, CRM, marketing, process improvement, training and coaching. Recently completed MBA in Project Management and seeking a challenging role in business development.
Overview
6
6
years of professional experience
23
23
years of post-secondary education
5
5
Languages
Work History
Analyst in Business Management
JP MORGAN
Mumbai
12.2022 - Current
- - Part of Expense Management in Business Support Management at JP Morgan Chase wherein the team manages expenses of Corporate and Investment Bank of EMEA region using SAP Concur and help with reconciliation and support to assistants.
- - Currently reviewing, auditing and approving expenses submitted by employees and created by facilitators and assistants (onshore) after ensuring compliance with the process
- - Assist US-based assistants with Concur expense queries over zoom call & provide feedback to team members via email, Zoom, or face-to-face meetings to improve business management
- - Participate in thrice-weekly team meetings with stakeholders and discuss various reporting's done throughout the week of the team
- - Run Excel macros and escalate process issues to reduce handling time for expense reports
Senior Advisor and SME
Tech Mahindra
Mumbai
01.2020 - 11.2022
- - Upsold modems, WiFi extenders, and speed plans to meet targets and offered various products and services to meet customer demands and increase sales for Vodafone Australia
- - Successfully met the target of solving customer issues technical and billing daily on calls, email & chat
- - SME & Jr trainer for August 2022 Mumbai Batch: Assisted team with call issues, sales, schedules, processes, and provided coaching; sent team scores to the trainer daily
- - SME & Jr Team Leader for October 2022 Cebu (Philippines) Batch: Supported team in WebEx meetings, coached on customer service, sales pitching, NBN functionality using Excel; shared team's data, performance, challenges, process gaps, and opportunities weekly with the training manager
- - Suggested troubleshooting ideas for products, which were added to Salesforce process flow called Red Source
Case Manager (sales, Customer Service, Technical Support and Complaints)
Concentrix
Mumbai
08.2018 - 12.2019
- - Handled customer calls related to internet, modem, hardware, and billing for bOptus Australia
- - Managed complaints regarding customer service, bills, and internet issues
- - Upsold plans, modems, and WiFi extenders to customers
- - Promoted to Case Management after 5 months of excellent performance
- - Investigated and fixed complaints successfully by making outbound calls to customers and various internal departments to resolve complaints and unresolved cases from Facebook, email, the official website, and Twitter
- - Improved processes by updating the guide for products and services
Education
MBA - Project Management
Welingkar Institute of Management
Matunga 04.2001 - 05.2023
Secondary School Certificate - High School
St Stanislaus High School Bandra
Mumbai 08.2012 - 07.2013
Skills
- Relationship Management
- CRM applications
- Sales and Support
- Coaching and Training
- Process Enhancement
- Quality Assurance
- Audit expert
- Problem-solving
- Project management
- Account reconciliation
- Finance Analyst
- Case Management
Accomplishments
- Successfully exceeding sales, customer service, adherence and compliance target for 6 consecutive months and achieved a certificate of excellence.
- Documented and resolved network issue of the Modem firmware which led to customer resolution and reduced call handling time of the entire Inbound Customer Service team.
- Successfully trained Philippines batch about the process of internet in Australia and how to increase modem sales.
- Supervised team of 14 members to achieve their personal and team goals.
- Achieved highest NPS score for the team by being SME for July 2022 Mumbai batch.
- Resolved product issue through consumer testing.
- Collaborated with team of 16 in the development of a system named Excellerate (an internal interactive system used for checking personal and team scores with development plans and process related games).
Timeline
Analyst in Business Management
JP MORGAN
12.2022 - Current
Senior Advisor and SME
Tech Mahindra
01.2020 - 11.2022
Case Manager (sales, Customer Service, Technical Support and Complaints)
Concentrix
08.2018 - 12.2019
Secondary School Certificate - High School
St Stanislaus High School Bandra
08.2012 - 07.2013
MBA - Project Management
Welingkar Institute of Management
04.2001 - 05.2023
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