Shakirat Quadri

Experience

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  Deekay Group

  Jan 2016 - Dec 2017

  Human Resource Intern

  • Maintained and developed HR policies, ensuring compliance, and contributed to the development of corporate HR policies.• Fostered positive employee attitudes toward organizational objectives through effective orientation meetings.• Resolved employee conflicts through the best practice of the company's procedures.• Conducted interview for new employees to assess their skills and responded to the outgoing employee's resignation Key Achievements.• Managed documentation for employee contracts, corporate policies, and procedures. Show less

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  Mobile Network Company

  Jan 2018 - Dec 2018

  Customer Service Representative

  • Identified customer's needs and concerns to ensure they are satisfied.• Offered product advice to customers in accordance with customer service.• Developed professional relationships with customers through excellent customer service.• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions. Show less

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  Covalen

  Feb 2021 - now

  • Monitors and enhances employee performance through coaching on quality and the market specific requirements.• Supports the Market Team Leads to educate and develop all Reps.• Prepares and distributes reports.• Monitor cases of assigned agents in any QA spoken languages• Engaging Calibration with the Market Specialist, Coach Subject Matter Expert (CSMEs), Team Leads (TLs) and Reps• Perform data analysis to establish trends as requested.• Assist Training and Quality Leads in preparing various projects aimed to drive Quality and operational delivery.• Conduct root cause data analysis and summary (RCA). Show less • Investigate and resolve issues that are reported on client's platform such as requests for account support and reports of potentially abusive content.• Resolved problems, improved operations and provided exceptional service• Respond to user inquiries with high quality, speed, empathy, and accuracy• Assist the client's community and help resolve inquiries empathetically, accurately• Use market specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of users• Conduct root cause data analysis and summary (RCA).• Coaching sessions (shadowing and reverse shadowing) to ensure operational policies are consistent Show less

  • Quality Analyst

    Feb 2022 - now

  • Community Operation Analyst

    Feb 2021 - now
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  Tritek Consulting Limited

  Jul 2023 - now

  Project Management Officer