Sadiq A R
Bachelor Commerce
Bengaluru,KA
Summary
Qualified operations executive with 2+ years of experience in Operations Management and as SME who possesses the ability to deliver excellent service with attention to detail and knowledge of how to access records to obtain information. Possesses strong skills regarding team leadership, public interaction, assessment of organizational goals, and public presentations.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
Work History
Senior Executive (SME) - Operations
Startek (Aegis Customer Support Services Pvt. Ltd)
2022.10 - 2023.12
- Collaborated with team members providing guidance and resolving doubts and queries to ensure smooth operations of the process workflow
- Conducted accurate calculations of CSAT (Customer Satisfaction Rate) and DSAT (Customer Dissatisfied Rate) to assess customer satisfaction
- Initiated and oversaw the Start of the Day (SOD) process, ensuring a smooth and organized beginning of daily operations, while also formulating and managing planned and unplanned shrinkage strategies to optimize team efficiency
- Allocated data and assigned workloads efficiently to optimize team performance and meet operational objectives
- Generated Weekly Business Reports (WBR) summarizing key metrics, compiled Monthly Business Reports (MBR) for comprehensive monthly insights, and prepared Quarterly Business Reports (QBR) to analyze long-term trends and metrics
- Conducted audits on DSAT cases data, scrutinizing reasons behind customer dissatisfaction ratings assigned by agents, ensuring accuracy, and identifying areas for improvement
- Maintained daily attendance records, ensuring team accountability and schedule adherence
- Developed and managed Weekly Rosters, optimizing team schedules for maximum efficiency
- Led and supervised initiatives to boost team productivity through carefully planned productive drives, aiming to achieve set performance goals
- Managed social media escalations, addressing issues promptly and ensuring timely resolutions
- Demonstrated proficiency in handling escalated matters within the social media context
- Implemented a new solution in the process framework, which lead to a decrease in the cost of an audit by 15%.
Executive - Operations
Startek (Aegis Customer Support Services Pvt. Ltd)
2021.02 - 2022.10
- Served in the FRM team by Independently operating client systems, using strong protocols to check returns data following procedures/standards
- Focused on checking returns data, implementing measures to spot and investigate possible fraudulent returns efficiently
- Conducted thorough buyer address verification by running Macros for accuracy, reducing the risk of fraud in customer information
- Thoroughly checked customer details during returns, carefully reviewing government ID proofs for accuracy and strengthening fraud prevention measures
- Enforced account Blacklisting for suspicious and fraud-linked customers, following established Standard Operating Procedures (SOP).
Education
BCOM [Accounting & Finance] -
2020.04 - 2023.05
Skills
Excel & Google Sheets
Personal Information
- Fraud Prevention
- Report Development
- Transaction Monitoring
- Training and Awareness
- Case Escalation
- Data Allocation
- KYC Compliance
Awards
Best SME - RNR, 01/01/2023
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Urdu
Advanced (C1)
Timeline
Senior Executive (SME) - Operations
Startek (Aegis Customer Support Services Pvt. Ltd)
2022.10 - 2023.12
Executive - Operations
Startek (Aegis Customer Support Services Pvt. Ltd)
2021.02 - 2022.10
BCOM [Accounting & Finance] -
2020.04 - 2023.05
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