Shahzad Sadiq

Experience

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  Quest Employment

  Mar 2004 - Sept 2005

  Temporary Contract

  Worked on contractual basis, gained experience by working in different workplaces in the UK, including Royal Mail, Hays Technology and Saxby’s. Had performed various duties, in Royal Mail: mail sorting, processing mails at 1st class department, in Hays Technology: collecting and dispersing customers order in a huge warehouse, scanning items, preparing order’s list, in Saxby’s: worked with various food making chain machines.

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  Marks and Spencer

  Oct 2005 - Aug 2007

  Customer Assistant

  Mainly worked in the Foods department, where successfully completed various duties by keeping organisation’s principles & regulation in mind by giving maximum satisfaction to its customers by serving them in a polite professional way. Worked on the checkouts, stock management, dealt with customer queries and order over the phone and over the counter, supervised everyday waste management. Also helped in the menswear and womenswear department.

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  Thanvi Travels

  Sept 2009 - Jul 2011

  Manager Operations & Marketing

  Has been undertaking various tasks including marketing the company products and packages to existing and new customers, and managing the operations to run the business smoothly, and dealing in a professional way with all the staff and other relevant partners. Also, to make sure the targets and goals are achieved within the time frame.

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  Scicom MSC Berhad

  Aug 2011 - Dec 2014

  Responsibilities including:● Handling Ad-Hoc and Pre-planned Flight Schedule Re-time OR Cancellation● Lead, supervise and manage a team of 33 customer service executives to meet the required performance and service targets● Provide ongoing coaching, training and counseling to team members on products, services and dealing with customers● Identify training and skills gap of staff through investigating poor and very poor ratings given by customers during IVR survey, daily correspondence with staff and quality audits● Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals● Attend to escalated calls● Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records● Work with Manager and MIS Team to co-ordinate shift rosters for the team members and to ensure that agreed shifts will be covered.● Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, 85% calls answered within service level).● Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members. ● Supervise inquiry calls on products & services● Managing Refunds, Reroute and Flight Move requests● Managing Lids(Open Flight/Close lid/checking in and out guest)● Perform Dupe booking/Balance Owing payment reports via Navitaire Reporting Tools ● Supporting stations and sales office in terms of booking● Perform uncheck to checked-in passengers if requested for change or move flight● Managing team’s work schedule & task segregation Show less Responsibilities including:● Handling Ad-Hoc and Pre-planned Flight Schedule Re-time OR Cancellation● Supervise inquiry calls on products & services● Convincing difficult customers to accept rules that they have to obey ( within the Terms & Conditions of Carriage )● Managing Refunds, Reroute and Flight Move requests● Managing Lids(Open Flight/Close lid/checking in and out guest)● Perform Dupe booking/Balance Owing payment reports via Navitaire Reporting Tools ● Supporting stations and sales office in terms of booking● Perform uncheck to checked-in passengers if requested for change or move flight● Managing team’s work schedule & task segregation Show less

  • Assistant Manager

    May 2013 - Dec 2014

  • Specialist Operations

    May 2012 - Apr 2013

  • Executive Customer Support

    Aug 2011 - Apr 2012
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  Startek Malaysia

  Oct 2015 - Jul 2016

  Responsibilities including:● Lead, supervise and manage a team of customer service executives to meet the required performance and service targets● Provide ongoing coaching, training and counseling to team members on products, services and dealing with customers● Identify training and skills gap of staff through investigating poor and very poor ratings given by customers during IVR survey, daily correspondence with staff and quality audits● Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals● Attend to escalated calls● Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records● Work with Manager and RTFM/WFM Team to co-ordinate shift rosters for the team members and to ensure that agreed shifts will be covered.● Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members. ● Supervise inquiry calls on products & services● Managing Refunds, Reroute and Flight Move requests● Perform Dupe booking/Balance Owing payment reports via Navitaire Reporting Tools ● Supporting stations and sales office in terms of booking● Perform uncheck to checked-in passengers if requested for change or move flight● Managing team’s work schedule & task segregation Show less

  • Team Leader (AirAsia X)

    Oct 2015 - Jul 2016

  • Team Leader (AirAsia)

    Oct 2015 - Jul 2016
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  Freelance, self-employed

  Aug 2016 - Dec 2018

  IT & Design Solution Executive
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  Amber Pro Solutions

  Jan 2019 - Dec 2022

  Team Leader
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  Accenture Southeast Asia

  May 2022 - now

  Digital Data Moderator