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On
4-6 years
6-10 years
10-15 years
More than 15 years
Past
Team Leader @PT. CONCENTRIX SERVICE INDONESIA2019 ~ 2023
・
Administrasi
Within one month
Non Critical Error, dipercaya sampai akhir DesemberPengalaman Organisasi HRD FYP Media District Jakarta FebruaryUntil now Jakarta, Indonesia Bertanggung jawab dalam penyaringan pengurus serta pemberdayaan sumber daya manusia. M emiliki peran untuk harmonisasi antar staff pengurus, mengusahakan harmonisasi antar pengurus, m enyusun program kerja pengembangan Sumber Daya Manusia, m enyusun Standard Operating Procedure (SOP) dan tata tertib panitia, m emberikan apresiasi terhadap kinerja dari panitia baik individu atau divisi, m emberikan sanksi apabila terjadi pelanggaran tata tertib dan menyusun program kerja untuk pengembangan SDM Pendidikan SMA N 60 Jakarta IPS (Ilmu Pengetahuan Sosial) Average Transkrip Nilai Ujian Nasional Tertulis 8
Unemployed
・
Ready to interview
Interested in working remotely
6-10 years
Offline
Offline
Quality Team Leader @CreditEnable2023 ~ Present
・
Assistant Manager Training and Quality
Within two months
hires Auditing calls and coaching associates on areas of improvement Initiating BQM and planning refresher on improvement areas Conducting and participating call calibration across the centres Engage in customer listening to identify customer pain points and expectations Serve as an intermediary for escalations from agents and customers Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support Identify process improvement opportunities to update SOPs Implement and ensure compliance with the company's policies Report support team's performance to supervisors and maintain monthly performance logs Participate in team meetings to discuss customer service trends
Employed
・
Ready to interview
Full-time / Not interested in working remotely
6-10 years
MUMBAI UNIVERSITY
・
Commerce
Past
Freelance Designer @Nontough Studio2007 ~ Present
・
UI/UX Designer
Within one month
站 APP Role : UI/UX Designer 京站 qsquare APP Role : UI/UX Designer 雜誌插畫 (CHOC) Role : Illustrator Work Experience UI/UX Design Team Leader • Inno Technology AugustPresent 【 Team Leader 】 ◼︎ Design workflow for product development, ensuring project will complete on schedule ◼︎ Design Standard Operating Procedures for the team ◼︎ Actively communicating with departments inside and out, ensuring information and goal are up to date and alined ◼︎ Setting goals for team members future roadmap, individually assisting them accomplish their goals ◼︎ Team building : guiding with Team Core Building, Design Workshop and Long
Unemployed
・
Ready to interview
Full-time / Interested in working remotely
6-10 years
致理科技大學
・
應用外語系
Senior Software Engineer @FIH Moblie LTD.2019 ~ Present
・
Android Developer
Within one month
Employed
・
Open to opportunities
Full-time / Interested in working remotely
4-6 years
National Chung Cheng University
・
Computer Science & Information EngineeringOperation Supervisor & Medical Technologist @Japan Medical Center (My Sheba)2020 ~ Present
・
Medical Technoligist
Within two months
Employed
・
Open to opportunities
Full-time / Not interested in working remotely
6-10 years
SAIC Institute of Medical Technology
・
Laboratory MedicineLeader QC @PT. Oneject Indonesia2021 ~ Present
・
Senior Associate-Quality Control
Within one month
Employed
・
Open to opportunities
Full-time / Interested in working remotely
6-10 years
Universitas Mercu Buana
・
Bachelor's degree , Industrial Engineering
Infrastructure Service Management @eteam infoservice pvt Ltd2022 ~ Present
・
IT Infrastructure
Within one month
. Regularly communicating updates to leadership and stakeholders, offering transparent status reports on ongoing incidents & Ensuring the timely resolution of all incidents, adhering to service level agreements. Collaborating with a team of 5+ Major Incident Managers to facilitate the Major Incident Management Process. Documenting major incidents, develop standard templates, run-books, and standard operating procedures (SOPs) for specified tasks, while maintaining records in SharePoint & Ensuring progress towards assigned Continuous Service Improvement (CSI) initiatives. Major Incident Manager | JulJan 2024 eTeam Infoservices Pvt. Ltd. (Contract to Accenture Software Solutions Ltd.) Provided major incident management support
Employed
Full-time / Interested in working remotely
6-10 years
Saveetha University
・
B.Tech., - Information Technology
Site Reliability Engineer @Skyline2018 ~ Present
・
SRE /DevOp engineer
Within one month
VPC peering , Firewall , CloudNat Database Mysql CloudSql Mongo Redis Kafka RabbitMQ Certificate CKA AWS- Solutions Architect –Associate ACTIVITIES EXPERIENCE Pineapple 2023/10 - Now Role : SRE Engineer Environment : AWS、GCP、Azure、Jenkins、EFK、python、nginx 、 I specialize in Python development, leveraging my skills to create chat bots aimed at streamlining Standard Operating Procedure (SOP) tasks for operations and maintenance personnel. My expertise lies in crafting efficient solutions that enhance workflow and ease operational processes Responsible for implementing Jenkins Job Continuous Integration and Continuous Deployment (CICD) pipelines, enabling daily automated deployments to mitigate human errors Revamped Elasticsearch index configuration, consolidating
Employed
Full-time / Interested in working remotely
4-6 years
NTUST
・
Mechanical Engineering
Head of Logistics @PT BIOMASA JAYA ABADI2020 ~ Present
・
Procurement Specialist
Within six months
assets comply with relevant regulations and Health, Safety, and Environmental (HSE) standards. 18 FebruaryMay 2012 Job Title • Procurement Specialist (Contractor Professional Skill) Responsible for the purchase of goods according to project needs based on user requirements and in accordance with the specified lead time. Managing the entire ordering process for all Vico Indonesia, starting from Request for Quotation (RFQ), Purchase Order (PO) creation, approval, through to the release of POs to suppliers. Implementing procurement standards in accordance with Vico Indonesian of Procurement Standard Operating Procedures (SOP) and Vico Indonesian Procurement policies. This includes ...
Employed
Full-time / Not interested in working remotely
6-10 years
University Technology of Surabaya
・
Law
Senior Loan Documentation Processor @Wells Fargo India & Philippines2018 ~ Present
・
Within one year
training employees on the same. Handled EGS production mailbox to answer clarifications and requests from Underwriters, Processors and Closers. Handling ALFRESCO Mailbox for the site and ensuring that all the requests have been responded to within the timeline with appropriate solutions. Side by side on process to other LOBs. Reviewed Standard Operating Procedure to build the gaps in the process. 100% adherence to OSAC and nil security incidents. Assisted Non-BAU's to come up in the learning curve. Mentored FTE's by having a refresher session on the procedure...
Employed
6-10 years
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Definition of Reputation Credits
Technical Skills
Specialized knowledge and expertise within the profession (e.g. familiar with SEO and use of related tools).
Problem-Solving
Ability to identify, analyze, and prepare solutions to problems.
Adaptability
Ability to navigate unexpected situations; and keep up with shifting priorities, projects, clients, and technology.
Communication
Ability to convey information effectively and is willing to give and receive feedback.
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Within two months
A motivated and focus Teamwork with the organization. My strengths are to work in high pressure environment and know how to bring out the best in any team I am with. Rich experience in Sales, collection, Retention and Customer Service ; I have a “win-win” approach and “Can Do” attitude towards life.
CreditEnable
・
2023 ~ Present
Professional Background
Current status
Employed
Job Search Progress
Ready to interview
Professions
Analyst, Corporate Finance, Auditor
Fields of Employment
FinTech / InsurTech, Banking, Finance
Work experience
6-10 years
Management
Skills
Languages
English
・
Professional
Hindi
・
Native or Bilingual
Marathi
・
Native or Bilingual
Job search preferences
Positions
Assistant Manager Training and Quality
Job types
Full-time
Locations
Remote
Not interested in working remotely
Freelance
Educations
School
MUMBAI UNIVERSITY
Major
Commerce
Danish Shaikh
A motivated and focus individual .Teamwork with the organization goal achievements. My strengths are to work in high pressure environment and know how to bring out the best in any team I am with. Rich experience in handling Loans Sales, Loan collection, Retention and Customer Service ; I have a “win-win” approach and “Can Do” attitude towards life.
Mumbai, Maharashtra, India I +91- 9819143182 I [email protected]
Work Experience
Assistant Manager - Quality and Training • CreditEnable
February 2023 - Present
- Handling training and quality of inhouse and vendor location
- Conducting trainings of new hires on product and process
- Classroom training and online trainings
- Developing and updating training programs for new hires
- Auditing calls and coaching associates on areas of improvement
- Initiating BQM and planning refresher on improvement areas
- Conducting and participating call calibration across the centres
- Engage in customer listening to identify customer pain points and expectations
- Serve as an intermediary for escalations from agents and customers
- Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support
- Identify process improvement opportunities to update SOPs
- Implement and ensure compliance with the company's policies
- Report support team's performance to supervisors and maintain monthly performance logs
- Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies
- Identified and resolved customer needs promptly and efficiently.
- Facilitated audits and process reviews to spot performance bottlenecks and drive improvements.
- Developed training programmes for new hires, harnessing expertise to create relevant materials and guides.
- Produced and sent sales and KPI reports to managers to provide overview of business health and profitability.
Senior Quality & Traning executive • Fullerton India Credit Company Limited
August 2022 - February 2023
- Handling quality and training of west zone collection team
- Performing audits of team assigned
- Conducting training of new hires and agencies
- Developing training content and process SOPs
- Planning BQM plans and taking initiatives for improvement
- Planning and executing employee engagement activities
- Conducting and participating in calibration
- Conducting performance review of team assigned
- Conducting quality induction for new hires
- Providing feedback on areas of improvements
- Planning and conducting refreshers for inhouse and vendor location
- Highlighting process gaps and provide process suggestions for smooth functioning of process
- Analysis for business improvements
- Preparing reports like Quality Dashboard, BQM trend, Quality review data TNI etc.
- Drafted reports to discuss developments and issues during board meetings.
Senior Associate - Training and Quality • Profectus capital PVT LTD
January 2022 - August 2022
- Handling Sales and Credit teams quality and training
- Planning training of hires for PAN India branches
- Handling end to end TAT of loans from login till disbursement
- Taking initiatives for smooth functioning of credit & sales department
- Preparing reports for sales and credit MIS reports such as Target, incentives, TAT performance etc for all branches
- Performing Analysis and taking initiatives for business improvements
- Performing audits to check the quality of credit
- Preparing review reports for board meetings
- Devised and optimised tracking metrics for assessing sales and consumer data.
- Suggesting process automation wherever needed
Quality Assurance Analyst • Home Credit Pvt. Ltd
August 2016 - January 2022
- Performing audits for a team of 45+ agents
- Conducting and participating in calibration
- Conducting performance review of team assigned
- Conducting quality induction for new hires
- Providing feedback on areas of improvements
- Planning training and refreshers for the agents
- Highlighting process gaps and provide process suggestions for smooth functioning of process
- Analysis for business improvements
- Preparing reports like Quality Dashboard, BQM trend, Quality review data TNI etc.
Quality Assurance Analyst • VERTEX Customer Solutions India Pvt. Ltd
September 2015 - August 2016
- Ensure that agents adhere to company quality standards and attain goals that boost overall performance
- Identify issues that agents may overlook and offer potential solutions
- Motivate agents to exceed their comfort zones to accomplish predetermined goals
- Resolve agents' challenges and coach agents or implement systems to prevent a recurrence
- Design and implement onboarding and training programs to equip agents to deal with common workplace issues
- Review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality
- Contribute to call calibration sessions to evaluate agent performance
- Identify lapses in agents' performance and provide constructive feedback for improvement
- Engage in customer listening to identify customer pain points and expectations
- Drive the implementation of improved customer engagement strategies to increase agents' efficiency
- Serve as an intermediary for escalations from agents and customers
- Ensures communication is effectively delivered and appropriately addresses all customer concerns.
Quality Assurance Analyst • Andromeda BPO
November 2013 - August 2015
- Providing product and communication training to new hires
- Briefing the team members about their individual scores
- Updating the team members of the new product arrivals and articles added in the intranet
- Barging into CRS' calls and providing feedback on the quality of the call
- Plan and layout a training calendar, post competency mapping and conducting Training Need Analysis, for the team or an individual in various areas to upgrade their process skill
- Monitor training effectiveness through feedback and assessment scores during OJT
- Handle customer escalation calls and act as L2 for the team
- Conduct Call Audits for agents and record CSAT for agents
- Observe coach training sessions of new hires and give feedback for improvements
- Assess the process skills and soft skills capabilities of the new hire trainee and put them on the production floor
- Conduct Extra Group Coaching (training) for associates who are outliers to improve product knowledge
- Manage external client expectations by reporting and attending conference calls
- Document and update process training manuals and courseware along with the rest of the team.
Education
2016 - 2019
MUMBAI UNIVERSITY
Commerce
Skills
- Word
- Excel
- PowerPoint
- Financial Analysis
- Incentive Programme Development
- Research Project Management
- Problem Analysis
- Microsoft Office
Languages
- English — Professional
- Hindi — Native or Bilingual
- Marathi — Native or Bilingual
Danish Shaikh
A motivated and focus individual .Teamwork with the organization goal achievements. My strengths are to work in high pressure environment and know how to bring out the best in any team I am with. Rich experience in handling Loans Sales, Loan collection, Retention and Customer Service ; I have a “win-win” approach and “Can Do” attitude towards life.
Mumbai, Maharashtra, India I +91- 9819143182 I [email protected]
Work Experience
Assistant Manager - Quality and Training • CreditEnable
February 2023 - Present
- Handling training and quality of inhouse and vendor location
- Conducting trainings of new hires on product and process
- Classroom training and online trainings
- Developing and updating training programs for new hires
- Auditing calls and coaching associates on areas of improvement
- Initiating BQM and planning refresher on improvement areas
- Conducting and participating call calibration across the centres
- Engage in customer listening to identify customer pain points and expectations
- Serve as an intermediary for escalations from agents and customers
- Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support
- Identify process improvement opportunities to update SOPs
- Implement and ensure compliance with the company's policies
- Report support team's performance to supervisors and maintain monthly performance logs
- Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies
- Identified and resolved customer needs promptly and efficiently.
- Facilitated audits and process reviews to spot performance bottlenecks and drive improvements.
- Developed training programmes for new hires, harnessing expertise to create relevant materials and guides.
- Produced and sent sales and KPI reports to managers to provide overview of business health and profitability.
Senior Quality & Traning executive • Fullerton India Credit Company Limited
August 2022 - February 2023
- Handling quality and training of west zone collection team
- Performing audits of team assigned
- Conducting training of new hires and agencies
- Developing training content and process SOPs
- Planning BQM plans and taking initiatives for improvement
- Planning and executing employee engagement activities
- Conducting and participating in calibration
- Conducting performance review of team assigned
- Conducting quality induction for new hires
- Providing feedback on areas of improvements
- Planning and conducting refreshers for inhouse and vendor location
- Highlighting process gaps and provide process suggestions for smooth functioning of process
- Analysis for business improvements
- Preparing reports like Quality Dashboard, BQM trend, Quality review data TNI etc.
- Drafted reports to discuss developments and issues during board meetings.
Senior Associate - Training and Quality • Profectus capital PVT LTD
January 2022 - August 2022
- Handling Sales and Credit teams quality and training
- Planning training of hires for PAN India branches
- Handling end to end TAT of loans from login till disbursement
- Taking initiatives for smooth functioning of credit & sales department
- Preparing reports for sales and credit MIS reports such as Target, incentives, TAT performance etc for all branches
- Performing Analysis and taking initiatives for business improvements
- Performing audits to check the quality of credit
- Preparing review reports for board meetings
- Devised and optimised tracking metrics for assessing sales and consumer data.
- Suggesting process automation wherever needed
Quality Assurance Analyst • Home Credit Pvt. Ltd
August 2016 - January 2022
- Performing audits for a team of 45+ agents
- Conducting and participating in calibration
- Conducting performance review of team assigned
- Conducting quality induction for new hires
- Providing feedback on areas of improvements
- Planning training and refreshers for the agents
- Highlighting process gaps and provide process suggestions for smooth functioning of process
- Analysis for business improvements
- Preparing reports like Quality Dashboard, BQM trend, Quality review data TNI etc.
Quality Assurance Analyst • VERTEX Customer Solutions India Pvt. Ltd
September 2015 - August 2016
- Ensure that agents adhere to company quality standards and attain goals that boost overall performance
- Identify issues that agents may overlook and offer potential solutions
- Motivate agents to exceed their comfort zones to accomplish predetermined goals
- Resolve agents' challenges and coach agents or implement systems to prevent a recurrence
- Design and implement onboarding and training programs to equip agents to deal with common workplace issues
- Review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality
- Contribute to call calibration sessions to evaluate agent performance
- Identify lapses in agents' performance and provide constructive feedback for improvement
- Engage in customer listening to identify customer pain points and expectations
- Drive the implementation of improved customer engagement strategies to increase agents' efficiency
- Serve as an intermediary for escalations from agents and customers
- Ensures communication is effectively delivered and appropriately addresses all customer concerns.
Quality Assurance Analyst • Andromeda BPO
November 2013 - August 2015
- Providing product and communication training to new hires
- Briefing the team members about their individual scores
- Updating the team members of the new product arrivals and articles added in the intranet
- Barging into CRS' calls and providing feedback on the quality of the call
- Plan and layout a training calendar, post competency mapping and conducting Training Need Analysis, for the team or an individual in various areas to upgrade their process skill
- Monitor training effectiveness through feedback and assessment scores during OJT
- Handle customer escalation calls and act as L2 for the team
- Conduct Call Audits for agents and record CSAT for agents
- Observe coach training sessions of new hires and give feedback for improvements
- Assess the process skills and soft skills capabilities of the new hire trainee and put them on the production floor
- Conduct Extra Group Coaching (training) for associates who are outliers to improve product knowledge
- Manage external client expectations by reporting and attending conference calls
- Document and update process training manuals and courseware along with the rest of the team.
Education
2016 - 2019
MUMBAI UNIVERSITY
Commerce
Skills
- Word
- Excel
- PowerPoint
- Financial Analysis
- Incentive Programme Development
- Research Project Management
- Problem Analysis
- Microsoft Office
Languages
- English — Professional
- Hindi — Native or Bilingual
- Marathi — Native or Bilingual