Sahil Ismail Shaikh
Mumbai
Summary
Competent Process Analyst offering 8 years of experience in Analyst roles. Analytical and logical mindset with skill in developing actionable solutions to meet business needs. Promoting exemplary talents in documentation and reporting.
Overview
10
10
years of professional experience
Work History
Amazon Services Vendor
Amazon
10.2015 - 05.2017
- Operated as an authorized Service Vendor under Amazon Transportation Services, managing day-to-day logistics and shipment operations.
- Oversaw end-to-end handling of customer shipments, ensuring products were delivered safely and on time.
- Led and coordinated a team of 10 delivery and operations staff to meet daily performance targets.
- Monitored delivery accuracy, maintained operational data, and prepared performance reports to improve service efficiency.
- Ensured high service standards by resolving delivery issues, addressing escalations, and maintaining strong customer satisfaction.
Senior Quality Administrator
Accenture Mumbai
08.2017 - 11.2025
- Conduct demeanor audits and provide feedback to agents.
- Investigate, escalate, and resolve issues to meet quality standards and legal compliance/
- Conduct quality checks on all ticket responses, including emails and replies, using Zendesk software.
- Lead process improvement projects to exceed quality standards and streamline processes.
- Create and revise procedures, checklists, and job aids for consistency and reduced errors.
- Develop training manuals and provide training, support, feedback, and coaching.
- Conduct various training methods including remote monitoring and one-on-one sessions.
- Provide accurate and constructive performance feedback to agents and management.
- Track, report, and analyze service delivery performance metrics.
- Write clear and concise documentation according to standards.
- Direct root cause analysis (RCA) of errors and create action plans.
- Dispense quality progress reports to operations teams.
- Act as team lead: schedule shifts, guide employees, assign tasks, allocate resources, prioritize work, take corrective actions, and update records.
- Recognized multiple times by the manager for exceptional work on dedicated projects.
- Analyze quality and performance data to support operational decisions.
- Collaborate with management to provide training on improved processes and maintain quality training.
- Compile and distribute weekly feedback to team leaders and managers to improve service time, quality, and productivity
Education
Bachelor’s Degree in Hotel Management -
Yashwantrao Chavan University
Mumbai, Maharashtra01-2015
Higher Secondary Certificate - Information Technology
Maharashtra State Board
Mumbai, Maharashtra01-2012
Secondary School Certificate -
Maharashtra Board
Mumbai, Maharashtra01-2010
Skills
- Microsoft Excel
- Leadership and team building
- Client Service
- QC Tools
- Data Analysis
- Quality Deliverables
- Critical Thinking
- SOP Development
- Zendesk Software
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Timeline
Senior Quality Administrator
Accenture Mumbai
08.2017 - 11.2025
Amazon Services Vendor
Amazon
10.2015 - 05.2017
Bachelor’s Degree in Hotel Management -
Yashwantrao Chavan University
Higher Secondary Certificate - Information Technology
Maharashtra State Board
Secondary School Certificate -
Maharashtra Board