Mohammed Shakir Shaikh
Mumbai
Summary
Senior Operations Analyst with a proven track record of success designing models and analytical programs to solve business problems. Results-oriented with strong research and decision-making skills to determine specifications and develop action plans for projects. Collaborative with excellent interpersonal and communication skills across diverse groups.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Product Operation Analyst
Retail Private Limited
03.2021 - Current
- Developed and implemented efficient processes to streamline product operations, resulting in a 20% increase in productivity
- Conducted in-depth data analysis to identify trends and patterns, leading to improved decision-making for product development and enhancements
- Collaborated with cross-functional teams to gather user feedback and requirements, ensuring product development aligned with customer needs and preferences
- Evaluated and optimized existing technological systems and tools, resulting in a reduction in operational costs and improved overall efficiency.
- Ensured smooth product transitions by managing inventory levels and coordinating with supply chain partners.
- Identified opportunities for process automation, reducing manual tasks, and improving operational efficiency.
Senior Group Leader
Lumina Datamatics Ltd
08.2019 - 02.2021
- Led a team of 20 retail associates, coordinating daily operations, scheduling, and performance evaluations to ensure seamless store operations and maximize customer satisfaction
- Implemented innovative sales strategies resulting in a 15% increase in store revenue, surpassing quarterly targets
- Mentored and coached junior team members on effective customer service techniques, resulting in a 20% improvement in customer satisfaction scores
- Developed and executed training programs that enhanced employee productivity and reduced onboarding time by 30%, resulting in significant cost savings for the company.
Runwal Group, R Mall Developers Pvt Ltd
08.2016 - 02.2019
- Executive Operation - Tenant Relation, )
- Responded to external and internal customer queries promptly and professionally
- Provided assistance and support to mall partners and walk-in customers
- Ensured the cleanliness standards of the mall were maintained by coordinating with the housekeeping department and customer care manager
- Monitored various operational activities in areas such as Engineering, Parking
- Housekeeping, and Admin
- Supervised daily activities carried out by the housekeeping, parking, and horticulture teams
- Oversaw the operations of the food court, ensuring food and service quality, hygiene, and sanitation
- Profile
- WorkExperience3
- Identified training needs and organized training programs for permanent employees and outsourced staff in Security, Engineering, Housekeeping, etc
- Cultivated and maintained strong relationships with retailers by regular interaction and prompt resolution of their issues
- Developed innovative communication tools to enhance customer relations
- Initiated new strategies for customer delight
- Conducted regular mall rounds every 3 to 4 hours to monitor activities and address any issues
- Managed the opening, closing, and setup of the customer care help desk
- Efficiently handled complaints by forwarding them to the relevant departments and following up until resolution
- Prepared and submitted monthly reports accurately and on time
- Created a monthly checklist and shared it with relevant departments for accountability
- Maintained a detailed record of store openings and closings.
Return Manager
Coderaft Solutions Pvt. Ltd
11.2014 - 05.2016
- Managed all customer returns, refunds, replacements, and queries both online and offline.
- Reduced product loss by 6% over 1 year by maintaining a secure environment and workflows.
- Implemented corrective actions to maintain a high standard of service and customer satisfaction.
- Resolved issues promptly, thoroughly, and in a cost-effective manner
- Proactively contacted customers, vendors, and shipping carriers to expedite issue resolution.
- Provided valuable suggestions to the development department for improvement opportunities.
Officer-Customer Service
Tata AIG General Insurance Ltd
07.2012 - 08.2014
- Registered claims and assisted with online service procedures for customers via call/mail.
- Managed approximately 50 incoming calls, and emails per day from customers.
- Resolved customer-related complaints in a timely and satisfactory manner.
- Managed escalation cases and expedited resolutions on an urgent basis.
- Prepared and sent claims forms and tax letters for Health policies.
- Registered endorsements for Auto and Health policies nationwide.
- Coordinated with branches to ensure efficient claim settlements..
- Evaluated customer needs and feedback to drive product and service improvements.
Education
Diploma - Law & E-commerce, Cyber Law
Government Law College
Mumbai04.2016
Bachelor of Science - Mathematics
Jethro College
Mumbai05.2011
H.S.C - Science & Maths
Fr. Agnel Technical Junior School
Mumbai05.2008
S.S.C - Science & Maths
Fr. Agnel Technical High School
Mumbai05.2005
Skills
- Product Roadmapping
- SQL Proficiency
- Product Lifecycle Management
- Stakeholder Management
- Product Management
- Teamwork and Collaboration
- Problem-Solving
- Problem-solving abilities
- Customer Insight
- Product Strategy
- Decision-Making
- Microsoft Excel
- Analytical Thinking
Accomplishments
Awarded with a certificate of excellence for exhibiting the value of Be Better Everyday, One Nykaa Tech All Hands, April 2024.
Certification
Problem-solving, Project Management, Customer Experience & Engagement, Troubleshooting, RCA, Cross-functional Coordination, Data Analysis/Vendor Management, Technical Expertise, Gamification, MySQL, Kibana, ES, Tableau, Salesforce, Product Leadership Responsible, Hard Working, Technical, Leadership, Good Communication, Time management, Adaptable, Customer Centric.
Extra
Date of birth: 27/05/1989
Nationality: Indian
Languages: English, Hindi, Marathi
Timeline
Product Operation Analyst
Retail Private Limited
03.2021 - Current
Senior Group Leader
Lumina Datamatics Ltd
08.2019 - 02.2021
Runwal Group, R Mall Developers Pvt Ltd
08.2016 - 02.2019
Return Manager
Coderaft Solutions Pvt. Ltd
11.2014 - 05.2016
Officer-Customer Service
Tata AIG General Insurance Ltd
07.2012 - 08.2014
Diploma - Law & E-commerce, Cyber Law
Government Law College
Bachelor of Science - Mathematics
Jethro College
H.S.C - Science & Maths
Fr. Agnel Technical Junior School
S.S.C - Science & Maths
Fr. Agnel Technical High School
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