Mohammed Shakir Jafar Shaikh

 8856860309/06, Email : msjshaikh1987@gmail.com

Survey No. -103, Lane No. -1, Gandhi Nagar, Yerwada, Pune -411006.

OBJECTIVE
Seeking a challenging position in the Business Development domain of a growing
organization, which will help me utilize my skills and abilities and also offer professional
growth while being resourceful, innovative and flexible.

Work Experience

Worked as Analyst (Business Development – GetPaid & Dialer Application) with

Maersk Global Service Centre Pvt. Ltd. From Nov 2015 to June 2017

Job Responsibilities (Global Process)

 Responsible for Concept Selling and Implementation of the tool in the organization.
 Responsible for ensuring effective change management of SOPs, including
documentation, training of team members and adherence to revised SOPs.
 Maintain Relationship Management standards with BPO’s, Vendors, Portfolio’s, Super
users, Internal and External business users worldwide.
 Being part of the tools publicity group to increase tool usage through various
campaign like Did You Know Series, Roadshows etc.
 Deploy successful Tool campaigns and own their implementation by being a part of
the team from ideation to execution.
 Measure and report performance of various tool campaigns.
 Prepare valuable and engaging content for Tools SharePoint page like Quick Reference
Guides that interests and assists our targeted execution groups.
 Giving Presentations to the execution teams and Managers before Go Live of the new
campaigns to be implemented.
 Conducting the Go-Lives, Pre & Post Go Live activities by performing Data Gathering,
UAT’s and daily tool support.
 Ensuring Tools Uptake Targets are met and improved by execution on a Daily Basis by
Engaging with the execution teams through means of attending team DRM’s and
Weekly/Fortnightly calls with Super Users.
 Monitor the quality of work by performing sample checks on a daily basis. Through
analysis develop training plans and follow up with actions.
 Drive tool coverage activity through continuous monitoring of daily completion tasks
of teams and Floor Support.
 Responsible for handling service escalations by users and the day to day working
relationship with the 2nd line IT Support teams. Ensure timely follow-ups are done so
that tickets are turned around within agreed SLA’s.
 Influence prioritisation of incidents which are ‘Business Critical’ and coordinate with
the vendors to ensure such incidents are fixed at the earliest causing minimum
disruption/loss to the Business.
 Update Focal Point with the agreement of stakeholders in a timely manner.
 Research and ensure a root cause analysis is done for common / complex errors
reported and work towards finding suitable workarounds to keep the Business
running until a permanent fix is provided.
 Identify areas/subject matters where training, e-learning needs to be
revisited/updated and assist in drafting the content.
 Ensure that any changes/updates on the SOPs are communicated on a regular basis
to superiors and pertinent stakeholders and should be up to-date at all times.
 Company Name: Capita India Pune (U.K.Process)
Designation: Analyst Commercial
Duration: September 2014 till Oct 2015

 Team : Client Accounting & Servicing

Job Responsibilities

 Monitor and administer over 20 Key Customer accounts for my Team.

 Prepare customer's bills and invoices.
 Attending to inbound customers billing queries via Calls & Emails.
 Ensuring Customer is billed as per the agreement in the Contracts.
 Responsible for relationship management with customers, internal and external
stakeholders.
 Investigate and resolve billing and account discrepancies.
 Co-ordination & follow up with the Sales team for disputes raised by customer.
 Accurate logging and tracking details of work done in a timely manner and update
relevant systems accordingly.
 Generate weekly & monthly reports.
 Prepare accurate monthly billing adjustments.
 Cash Book reconciliations.
 Researching and analyze accounts for Qualitative checks.
 Compile data and prepare monthly reports and statements.
 Variance Analysis, Trend Analysis & forecasting monthly Cash inflows.

 Company Name: WNS Global Services Pune (U.K.Process)

Designation: Senior Associate Ops
Duration: July 2012 to June 2014.

Team : Sales & Customer Service

Job Responsibilities

 Attending Inbound Sales and Customer Service calls.

 Preparing and providing Quotations as per Customers requests.
 Processing & Maintaining Accurate Customer Accounts.
 Making Follow-Up Calls for Quotations provided to generate leads.
 Co-ordination with the Billing team to generate invoices accurately within the SLA.
 Contact customers and confirm receipt of invoices and Co-Ordinate with the
Collections team to facilitate the customer payments and invoices to be paid.
 Make sure the corporate discounts or waivers are applied properly.
 Co-ordinate to Send missed invoices to customers & raising amended invoices with
the help from onshore Billing Team.
 Develop relationships & Communicate regularly to internal and external customers.
 Initiate & Interact with cross-functional groups for tracking root cause Sales issues
and finding effective resolution at the earliest.
 Prepare sales forecasts; collect and analyze past data to evaluate current sales goals.
 Cross Selling & Upselling of different available products.
 Research into current sales process to increase sales.
 Ensure Smooth Transition for New Joiners in the team by Conducting Training and
Assessment.
  Company Name: WNS Global Services Pune (U.S. Process)
Designation: Associate – Customer Service & Sales (Voice)
Duration: Dec 2007 to Aug 2009.

 Team : Travel Agency Front desk (Air, Car & Hotel)

Job Responsibilities

 Attend inbound customer calls.

 Provide customers Quotations and giving best available price of tickets.
 Perform online Booking’s for customers.
 Provide customer service for the bookings.
 Take online payments.
 Make outbound calls to resolve any booking disputes to partner firms.
 Make sure the customer’s expectations are met.
 Assist customers in amendment/cancellation of bookings.

EDUCATIONAL QUALIFICATION’S

MBA (Finance) Higher 2nd Class from Vishwakarma Institute of Management Pune (June
2012)

BBA (Financial Management) 1st Class from Ness Wadia College of Commerce Pune (June
2009)

Behavioural Characteristics

 Commitment to Quality and Result.

 Ready to Accept Mistakes & Willingness to Learn.
 Team Player & Sincere in Attitude.

Achievements & Additional Skills

 Pursuing 6 Sigma Green Belt Certification

 WNS shooting star award 2013.
 Business Writing skills & Worked in SAP environment Knowledge about Get Paid &
Dialer Tools.

PERSONAL INFORMATION

Date of Birth : 15th May 1987.

Languages Known : English, Hindi, and Marathi.
Nationality : Indian.
Marital Status : Single.
Hobbies : Playing Carrom & Soccer.

Place : Pune Date: / /