SAMEER AHMED SHAIKH
Muscat
Summary
Proficient Operations Analyst with 14 years expertise in data analysis and operational efficiency. Spearheaded cost-saving digital projects, enhancing customer satisfaction and team productivity. Proven problem-solver and effective communicator, fostering collaboration and driving continuous improvement initiatives to optimize workflows and achieve strategic goals.
Skills
- Data analysis
- Decision-making
- Problem-solving abilities
- Teamwork and collaboration
- Workflow optimization
- Operational efficiency
- Process updates
- Data analysis
Overview
15
15
years of professional experience
Work History
Operations Analyst
Dhofar Insurance Company
02.2019 - Current
- Streamlining operational activity, boosting efficiency across departments.
- Implemented cost-saving strategies, reducing expenses annually via digital projects.
- Enhanced customer satisfaction scores through process improvements.
- Developed training programs, increasing team productivity.
- Analyzed data trends, driving informed decision-making and strategy.
- Facilitated communication between teams, improving collaboration.
- Executed risk management plans, minimizing operational disruptions.
- Drove continuous improvement initiatives, fostering a culture of excellence.
- Handling Centralized Incentive, Commission Reconciliation, Computation, and Pay-out across all Sales Teams (Retail and Corporate).
- Handling Centralized Incentive, Commission Reconciliation, Computation, and Pay-out across all Sales Channel Partners. (Affiliates / Affinity / Bancassurance).
- Handling RPA queries for the Business Support Team, escalations, and following up on day-to-day challenges with the Core System Application Team.
- Handling all reconciliation queries for the business team.
- Following up on Digital Projects Timelines, I managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Strengthened communication between departments, facilitating a seamless flow of information for faster decision-making processes.
- Spearheaded process automation initiatives, reducing manual efforts required in day-to-day operations tasks significantly.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
Call Center Executive
AXA Gulf Insurance
12.2017 - 01.2019
- Contributed to the development of new training materials, resulting in increased employee engagement and productivity.
- Implemented creative solutions for unique customer challenges, leading to increased satisfaction scores and repeat business.
- Boosted overall call center efficiency through active participation in quality assurance initiatives and process improvements.
- Delivered outstanding results in first-contact resolution rates by actively listening to customers'' needs and addressing concerns promptly.
- Renewing auto insurance for AXA customers via phone binding.
- Maintaining daily sales reports for auto insurance.
- Handling email queries and sending brochures to Bank Muscat-AXA customers via email for all home and medical policies to interested customers on a daily basis.
- Following up with Bank Muscat-AXA customers for auto insurance. Serving customers with the ease of renewal benefits on calls.
Call Center Executive
American International Group, AIG
02.2015 - 11.2017
- Handling escalated calls, effectively resolving complex issues while maintaining customer loyalty.
- Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.
- Consistently met or exceeded sales targets by utilizing persuasive selling techniques and strong product knowledge.
- Served as an expert resource on company policies, products, and services to both customers and team members.
- Improved customer satisfaction by providing timely and efficient resolutions to inquiries.
- Offering term insurance to Bank Muscat-AIG customers.
- Renewing auto insurance for AIG customers via phone binding.
- Maintaining daily sales reports for auto insurance and home renewal insurance.
- Sending auto and home renewal policies on a daily basis to the customers via email.
- Handling email queries and sending brochures to Bank Muscat-AIG customers via email for all term policies to interested customers on a daily basis.
- Following up with Bank Muscat-AIG customers for auto insurance.
- Serving customers with the ease of renewal benefits on calls.
Assistant Manager - Retail & Liabilities
Kotak Mahindra Bank
07.2013 - 02.2015
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Handling customer service calls for Kotak Mahindra Bank.
- Up-selling Term Deposit and Recurring Deposit.
- Upselling Savings Accounts for New Customers.
- Following up with the Home Branch and Non-Home Branch for other necessary approvals on behalf of Kotak Mahindra Bank's customer.
Sales Retention Specialist
First Source Limited
12.2012 - 07.2013
- Implemented various upselling tactics to retain customers while also increasing their spending levels within the company''s offerings.
- Achieved high satisfaction rates through exceptional communication and interpersonal skills.
- Analyzed data trends to identify areas of improvement in customer service, resulting in increased client satisfaction scores across the board.
- Developed targeted sales strategies to improve customer retention and increase revenue.
- Handling customer chats on behalf of O2 Telefonica UK.
- Resolving the queries of the customer with first priority.
- Retaining customers and upgrading on the O2 network itself.
- Up-selling O2 customers via O2 chat.
- Following up with the After Sales Team for delivery on time.
Direct Support Professional
Stream Global Services Inc.
06.2011 - 04.2012
- Handling First Line Agent Calls on Behalf of HP Notebook (U.S. & Canada Channel).
- Resolving the queries of the customer from both channels as the first priority.
- Also participated in generating REVGEN for the process with the team.
Human Resources Assistant
Indman Consultants
01.2011 - 06.2011
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered Daily 80 Incoming Calls for Various Oppourtunites across PAN India.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Lining up the candidates for the interview as per the client requirement.
- Following up with the company for the selected candidate's offer letter and visa process.
- Coordinating for their medical fitness from the registered medical center.
- Following up with the company for selected candidates' travel arrangements.
- Handling and serving client queries as per the job profile.
- Processing candidates' CVs to the client for CV shortlisting.
- Handling and discussing the salary package, along with perks offered to the candidate by the client.
- Sending Detailed Report of Selected Candidates to Client on Travel Updates.
Education
LEAN SIX SIGMA YELLOW BELT -
AL MUHEET INSTITUE
10-2022
FRAUD MANAGEMENT – MOTOR (OD) -
NATIONAL INSURANCE ACADEMY
08-2021
NISM Series VI: Depository Operations -
NATIONAL INSTITUE OF SECURTIES MARKET
07-2013
Bachelor of Commerce - Accounting
Vivek College Of Commerce
03-2010
Higher Secondary Certificate -
Oritenal College of Commerce
03-2007
Secondary School Certificate -
Vivek Vidyalaya
03-2005
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Urdu
Native or Bilingual
Hobbies
- Travelling
- Exploring Places
Personal Information
Timeline
Operations Analyst
Dhofar Insurance Company
02.2019 - Current
Call Center Executive
AXA Gulf Insurance
12.2017 - 01.2019
Call Center Executive
American International Group, AIG
02.2015 - 11.2017
Assistant Manager - Retail & Liabilities
Kotak Mahindra Bank
07.2013 - 02.2015
Sales Retention Specialist
First Source Limited
12.2012 - 07.2013
Direct Support Professional
Stream Global Services Inc.
06.2011 - 04.2012
Human Resources Assistant
Indman Consultants
01.2011 - 06.2011
LEAN SIX SIGMA YELLOW BELT -
AL MUHEET INSTITUE
FRAUD MANAGEMENT – MOTOR (OD) -
NATIONAL INSURANCE ACADEMY
NISM Series VI: Depository Operations -
NATIONAL INSTITUE OF SECURTIES MARKET
Bachelor of Commerce - Accounting
Vivek College Of Commerce
Higher Secondary Certificate -
Oritenal College of Commerce
Secondary School Certificate -
Vivek Vidyalaya