Ashab Ali

Experience

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  MASALA BAZAAR LIMITED

  Sept 2008 - Apr 2016

  Store Manager

  Developed and implemented a new EPOS system across 8 retails stores and 3 depots across UK, which is used by 100 retail employees and 150 depot employees. Helped the business sales grow yearly as well as put models in place to achieve higher growth sales, consistently great customer service and 5-star hygiene awards from local councils. Developed and led two regional stores while producing award winning sales results and products. Initiated a new sales model that accelerated growth of the business. Increased sales by developing strategies geared towards contract manufacturers, identifying major end-customers and directing sales to focus on engineering in such accounts with the support of franchised partners. Developed sales staff to maximize return, provide exceptional customer service and create a positive retail environment through training, reviewing, motivating and organizing personnel. Efficiently managed 4 stores across UK to achieve 5-star hygiene health standard with the local councils, also left processes in place to maintain this for the future. Show less

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  HSBC Retail Banking and Wealth Management

  May 2016 - Apr 2018

  Conducted regularly weekly check ins and 1:1 monthly review with agents to set personal goals for self-development and help maintain working toward a goal. Delivering constructive feedback using operating rhythm and EBI methods to enhance customer service and knowledge to ensure continuous quality. Attending Department Management Team meetings to share the best practice to ensure overall performance of floor, also to discuss plan to move forward and improve KPI’s. Creating plans and checklists to make sure employees use to further avoid any future distress or inconvenience to the customer to maintain the company standard for quality. Led project for developing and introducing the new end user software for all contact centres across HSBC locations, varying from, UK, Philippines and many more locations. Show less Senior Mentor - HSBC • Arranging relevant training and coaching sessions for trainees and mentors to develop communication and self-developing skills.• Managing mentors efficiently and effectively to ensure trainees received full support either on the phones or in training. • Collaborating with GP Strategies ensuring journey from classroom to floor for trainees was seamless and supportive.• Ensuring provision of first class customer service whilst maintaining efficiency and adherence procedures. Academy Mentor - HSBC • Helping frontline agents to resolve complaints and address customer queries at first point of contact providing support and knowledge with my experience within the department.• Confidently managing to build relationships with challenging customers to change their opinion of the customer service offered by HSBC and gaining trust again.• Resolving complaints at first point of contact, being able to objection handle through excellent customer service experience or a good will gesture in a form of compensation appropriately in line with HSBC values, reputation and business judgement.• Planning and prioritising work appropriately, utilising spoken and written communication skills by creating relevant coaching documents and delivering session. Show less

  • Team Manager

    Aug 2017 - Apr 2018

  • Senior/Academy Mentor

    Apr 2017 - Aug 2017

  • Premier Associate

    May 2016 - Apr 2017
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  ASM Global Logistics Ltd

  May 2018 - Feb 2019

  Manager

  Managed a company that provides a same day courier services to businesses and non-business-related customers, I negotiated contracts with large corporate clients such as Amazon, DPD and various other companies to supply multi drop drivers. Planning routes and load scheduling to maximize time and efficient routes for drivers to ensure all target times for deliveries are consistently met without overbearing on driver performance. Communicating effectively with corporate clients and customers responding to their requirements to ensure smooth operation and delivery. Creating and implementing a business structure, marketing plan and cash flow to help grow business and continuously gain new contracts and customers through vast networking with several companies. Monitoring company and team performance by gathering relevant data and produce statistical reports for directors. Reviewing existing policies and make changes and improvements and how to implement them into the company with ease and efficiency. Show less

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  CGI

  Feb 2019 - May 2021

  Senior Service Desk Technical Analyst

  Coordinated the team members in their daily duties of provided exceptional customer service and resolving all ICT based enquiries. Managed contract specific queues in line with the OLA and SLA. Actively identified, agreed and implemented service improvements to improve efficiency. Acted as a single point of contact for Service Delivery & Service Line Members, managed all aspects of the team’s performance e.g. rota, quality, timekeeping and absence reporting Reviewed all performance for teams and took into consideration of improvements where an individual is under performing. Deliver agreed outcomes within time and budget against requirements and quality standards through CGIs ways of working as described in the Management Foundation. Supported a variety of bespoke software that was made uniquely for each dedicated contract, for local and global clients. Monitoring, handling and managing incidents and work orders within Remedy to organise engineers and monitor completion of the task, providing updates at regular intervals. Show less

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  Driver and Vehicle Standards Agency (DVSA)

  May 2021 - May 2022

  Service Desk Technical Analyst

  Provided all users with technical support for all hardware and software-based queries. Ensured there was an established and good working relationship between the DVSA and 3rd party suppliers with clear communication.Identified trends and analysed incidents that were common and would have a service impact, which were raised accordingly with Incident Management. Deliver agreed outcomes within time and budget against requirements and quality standards through DVSAs ways of working.Monitoring, handling and managing incidents and work orders within Service Now to organise engineers and monitor completion of the task, providing updates at regular intervals.Chaired monthly focus group feedback sessions. Ensured analyst had a save space to suggest changed to processes from daily management to ServiceNow changes to improve systems. Helped Service desk achieve 3 star Service Desk Institute accreditation through incident management, achieving relevant targets and helping colleagues improve their knowledge base and providing necessary training sessions where required. Show less

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  Deloitte

  May 2022 - now

  SAP Run Services Analyst

  Delivering frontline Support Services within Deloitte's SAP Run Managed Services team. Collaborating with other team members and Service Delivery Managers to ensure Incidents, Problems, Changes and Service Requests are logged and progressed through their respective ITIL processReporting to the Service Desk Manager you will be core to the delivery of 24x7 services to Managed Services clientsEnsuring Incidents, Problems, Changes and Service Requests are logged and progressed through their respective ITIL process to appropriate 2nd and 3rd line support consultantsSupport the provision of internal & external reporting requirements including SLA, Aging & Customer SatisfactionSupporting Service Transition of new clients or projects into Managed ServicesUsing ITSM Service Desk tool Jira to manage and report on day-to-day activitiesSupporting Service Delivery Managers providing service to our clients to ensure optimum satisfaction Show less