IMTIYAJ SHAIKH

• Associated with Maersk GSC India and working for East Mediterranean Area
• Work experience with different countries like Turkey, Egypt, Ukraine, Georgia, Bulgaria, Palantir Team and other EME countries
• Well versed in sub processes like Documentation, Export, Import, Manifest, Reports
• Proven and strong working record with multiple recognition by Maersk while working for Ukraine, Turkey, and other Black Sea countries
• Reviewed established procedures to assess areas in need of improvement.
• Worked on the following Agile Projects:-

REVENUE LEAKAGE FOR EME AREA

- As a squad lead, identified the top charge for the revenue leakage i.e. IHE&IHI and collaborated with respective front office & BPO to set the process

- Successfully reduced the error count from 200 units in WK 42 of 2022 to 17 error count in WK 6 of 2023

- In terms of revenue saving amount is $ 400,000

Bookings Amendment E2E Performance

- As a chapter for "Issue Resolution" part

- Post the completion of this project, successfully improved the auto booking tool E2E performance from 58% to 70% weekly.

Reduction in Case Reopen

- As a squad member for "Issue Resolution" part we have completed this project by successfully reducing the re open count from 19% monthly to 9%

• Implemented unique methods and methodologies, which helped reduce and resolve issues
• Achieved cost-savings by developing functional solutions to problems.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Worked flexible hours across night, weekend and holiday shifts.
• Managed time efficiently in order to complete all tasks within deadlines.
• Self-motivated, with a strong sense of personal responsibility.

• Started working with IGSL as CSA for Vodafone Enterprise (Written Communication) Back office process
• Basis excellent performance In 2013, got Promoted as Sr. CSA and started handling Senior Management Escalations of Vodafone India
• Promoted to team leadership position in 2014 in recognition of strong work ethic and provided exceptional customer service.
• Delegated daily tasks to team members to optimize group productivity.
• Offered training and support to keep team members motivated and working toward objectives.
• Built strong relationships with customers through positive attitude and attentive response
• Mentored and guided employees to foster proper completion of assigned duties.
• As TL achieved best NPS Performer of 2016 & 2017 and got Best Team leader award of 2016-17. During this period NPS had been improved from 20 to 65