Shaheel Gevin Matadeen
BELLE ROSE QUATRE BORNES
Summary
Dedicated and results-driven professional with extensive experience in leading teams to deliver exceptional service and drive satisfaction. Proven track record in problem-solving, process optimization, and team development. Skilled in fostering positive relationships and achieving organizational goals. Seeking to leverage expertise in a dynamic environment.
Overview
12
12
years of professional experience
Work History
Assistant Manager (Customer Relations Dept)
Sedeco
02.2021 - Current
- Assisting the Customer Service Manager in overseeing daily operations, including handling inquiries, resolving issues, and ensuring customer satisfaction.
- Generating weekly and monthly reports outlining key performance indicators.
- Ensuring adherence to quality standards across all processes to achieve ISO certification, guaranteeing excellence in service delivery and compliance with benchmarks.
- Assisting in SWOT analyses, contributing to strategic decision-making by identifying organizational strengths, weaknesses, opportunities, and threats.
- Identifying gaps in existing processes and implemented corrective measures accordingly.
- Developing a comprehensive training program for new hires on customer service standards.
- Ensuring compliance with company policies, procedures and legal regulations related to customer service operations.
- Monitoring performance metrics to identify trends and develop solutions for improving efficiency of employees.
- Scheduling shifts and assigned tasks to ensure adequate coverage of the Customer Service desk.
- Monitoring team performance and adherence to service standards, including response times, quality of service, and resolution rates.
- Providing support and guidance to customer service representatives, including coaching, training, and mentoring.
- Handling escalated customer complaints and resolving complex issues in a timely and effective manner.
- Assisting in the preparation of reports and presentations for management review and decision-making
- Assisting in the recruitment, onboarding, and training of new customer service staff.
- Establishing corrective and preventive actions by analyzing the root causes of errors using the 5M method
Training Manager
Sedeco
10.2019 - 02.2021
- Planning and leading training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Providing ongoing support and guidance to employees post-initial training to ensure they meet objectives and adhere to SLAs (Service Level Agreements).
- Conducting online assessments based on client instructions to verify trainees' comprehension.
- Presented training information via role playing, simulations and team exercises.
- Continuously updating the training plan to achieve desired outcomes and updating training manuals for each department/service.
- Providing detailed feedback on each candidate to supervisors and participating in final hiring decisions.
- Analyzing data to evaluate the effectiveness of current training programs.
- Maintaining an updated database for candidate tracking.
- Conducting coaching sessions with existing employees.
Team Leader
Sedeco
02.2015 - 10.2019
- Maintained positive working relationship with fellow staff and management.
- Leading the team to achieve quantitative objectives
- Guiding the team to meet and adhere to qualitative benchmarks
- Training and coaching team members
- Analyzing customer feedback and implementing corrective actions
- Developing and implementing strategies to improve customer satisfaction and retention
- Optimizing team performance to achieve key performance indicators (KPIs)
- Coordinating team activities to ensure effective and consistent customer service
- Enforcing client instructions and company policies
- Motivating the team to continually improve
- Reviewing the work of collaborators to ensure adherence to standards and expected quality
- Monitoring new team members and ensuring their integration
- Providing regular feedback to supervisors regarding each collaborator's performance
- Establishing action plans in case of errors or declines in performance by a team member
Back Office Moderator
Sedeco
05.2012 - 02.2015
- Reviewing and moderating user-generated content, including text, images, and videos, to ensure compliance with platform guidelines and policies
- Monitoring the quality and accuracy of data and information processed in the back office, taking corrective actions when necessary to maintain high standards.
- Organizing and prioritizing tasks and workflows to ensure timely and efficient processing of back-office operations.
- Providing training sessions for new moderators on proper use of tools and techniques.
- Generating reports and analyzing data to track key performance metrics and identify trends.
- Maintaining accurate records and documentation of back-office activities, including incident reports, policy updates, and training materials.
Education
Royal College Curepipe
Curepipe, MauritiusSkills
- Ability to motivate and lead a team of customer service representatives, providing guidance, support, and direction to ensure the delivery of exceptional customer experiences
- Proficiency in effectively managing time and resources to meet deadlines, prioritize tasks, and ensure efficient workflow Multi tasking in fast paced environment
- Critical thinking, decision-making, and the ability to handle escalated situations with diplomacy and professionalism
- Ability to analyze customer data, feedback, and trends to identify opportunities for improvement
- Proficiency in resolving conflicts and managing difficult situations with customers or within the team, while preserving positive relationships
- Excellent time management skills and work prioritization
- Competence in using customer relationship management (CRM) software, ticketing systems, and other relevant technology tools to streamline processes
- Ability to pay close attention to detail when handling records and reports
Additional Information
- French: Written proficiency (excellent), Oral proficiency (very good)
- English: Written proficiency (very good), Oral proficiency (very good)
Timeline
Assistant Manager (Customer Relations Dept)
Sedeco
02.2021 - Current
Training Manager
Sedeco
10.2019 - 02.2021
Team Leader
Sedeco
02.2015 - 10.2019
Back Office Moderator
Sedeco
05.2012 - 02.2015
Royal College Curepipe
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