Thabisile Shanji
Greater Poland
Summary
I am reliable and motivated candidate. I apply a training and problem-solving mindset to all assigned tasks. I am eager to help improve and develop customer experiences to increase revenue. My experience as a Team Leader has helped me in directing activities of workgroups. I can develop strategies, provide training, set goals and obtain team feedback. I have excellent interpersonal and communication skills. I focus on the big picture with excellence in communicating goals and vision to succeed. Lastly I am a problem solver, networker and consensus builder.
Overview
5
5
years of professional experience
Work history
Business Ops Analyst - Continuous Improvement
Elavon Financial Services
Warsaw, Poland
08.2022 - Current
- Produced written documentation,and visual presentations to report data to influence key stakeholders.
- Identified areas for improvement, devising and implementing cost-effective solutions to improve results.
- Documented process flows and implemented requirements for functional improvements.
- Devised and led operational changes to generate significant improvements and measurable results in line with business objectives.
- Managed improvement and transformational projects, delivering within agreed timeframe and budget.
- Led on data discovery, demand analysis and root cause analysis across range of services and teams.
- Evaluated company performance reports to identify personnel inefficiencies.
Team Lead
Foundever
Warsaw
02.2022 - 11.2023
- Managed, motivated and developed a team of 20 to consistently deliver exceptional customer service.
- Inspired outstanding operational performance, leading by example by managing priorities and demonstrating expertise.
- Recognised and formally acknowledged outstanding staff performance, boosting team morale and productivity.
- Quickly identified problem situations, skilfully resolving incidents to maintain satisfaction of involved parties.
- Clearly and promptly communicated pertinent information to staff, maintaining knowledgeable service teams.
- Developed and implemented strategic company objectives, measuring progress against KPIs to ensure return on investment.
- Instilled dedication to brand values across assigned teams, maintaining constant high-quality professional service.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Implemented health, safety and well-being programmes to drive productivity and high-quality services.
- Identified and drove improvements to optimise return on investment without adding risk or disruption to processes.
Learning Specialist
Foundever
Warsaw, Poland
11.2020 - 01.2022
- Outlined HR objectives and assessed learning outcomes to guide planning activities.
- Facilitated high-quality workshops, meetings and demonstrations online and offline.
- Tracked impact of training programmes against pre-established metrics.
- Organised delivery of specialised training in liaison with external service providers.
- Researched market trends and competitor activities to strengthen development plans.
- Championed goal setting and instilled culture of ongoing professional development to motivate workforce.
- Formulated training and development programmes to capture measurable improvements.
- Updated and modified training syllabus to stay ahead of industry developments and maintain relevancy.
- Collaborated with Subject Matter Experts (SME)s to refine and update training resources.
Support Quality Analyst
Foundever
Warszawa
11.2019 - 10.2020
- Quality Assurance analysis for 50 agents, - Monitoring the KPIs such as CSAT, AHT, FCR and NPS making sure that they are on target with the client and how they are impacted by the agent's quality and capturing future trends that could affect the campaign
- Weekly calibrating with the client to check the quality of our calls and emails
- Deliver coaching feedback to each agent - Conduct and evaluate customer feedback surveys - Prepare management reports - Exceptional listening and analytical skills - Detail-oriented
- Maintained qualified skills by proactively participating in professional development activities.
- Performed testing procedures in line with standard testing methods to guarantee compliant operations.
Customer Service Representative
Foundever
Warszawa
10.2018 - 10.2019
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Maintained compliant documentation on Zendesk and Salesforce for reliable company records.
- Managed 50+ daily calls, taking orders and escalated cancellations.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
Education
BA - Tourism and Recreation,
Vistula University of
Warsaw, Mazovia 10/2018 - 07/2021
Skills
- Salesforce, Zendesk, MaestroQA, Confluence knowledge
- Interdisciplinary team collaboration
- Behaviour management
- Activity planning
- Peer support programmes
- Motivational leadership
- Process adept
- Outstanding time management
- Team supervision
- Employee retention strategies
- Team development strategies
- Tableau
- Process improvement
- Employee coaching and mentorship
- Key Performance Indicator (KPI) management
- Client support
- 5S principles
Interests
Hobbies -, Travelling, -Reading, -Gym, -Swimming -Cooking
Languages
English
Native
French
Beginner
Timeline
Business Ops Analyst - Continuous Improvement
Elavon Financial Services
08.2022 - Current
Team Lead
Foundever
02.2022 - 11.2023
Learning Specialist
Foundever
11.2020 - 01.2022
Support Quality Analyst
Foundever
11.2019 - 10.2020
Customer Service Representative
Foundever
10.2018 - 10.2019
BA - Tourism and Recreation,
Vistula University of
10/2018 - 07/2021
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