Malik Suleman Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

• Real-time risk assessment and management• Real-time monitoring and management of the server estate.• On-going developing of processes that improve efficiency and mitigate human error.• Analysing performance data pertaining to the booking system.• Highlighting and up streaming key issues and solutions based on data driven information.• Ensuring all relevant JIRA cases are resolved within set SLA’s.• Full Post-mortem checks on the system functions and variables after… Show more • Real-time risk assessment and management• Real-time monitoring and management of the server estate.• On-going developing of processes that improve efficiency and mitigate human error.• Analysing performance data pertaining to the booking system.• Highlighting and up streaming key issues and solutions based on data driven information.• Ensuring all relevant JIRA cases are resolved within set SLA’s.• Full Post-mortem checks on the system functions and variables after upgrades/releases. • Liaising with both suppliers and customers to resolve pain points at either end to enhance their experience. Show less

I was responsible for providing close support in the design, application and support of technology, customer, learning and business process solutions to create and maintain outstanding customer service experiences for GTA’s FIT customers and clients. I provided data analysis for the purpose of optimising internal FIT operation functions together with a team of specialised business and CX professionals.• Responsible for delivering projects across GTA business through delivery of… Show more I was responsible for providing close support in the design, application and support of technology, customer, learning and business process solutions to create and maintain outstanding customer service experiences for GTA’s FIT customers and clients. I provided data analysis for the purpose of optimising internal FIT operation functions together with a team of specialised business and CX professionals.• Responsible for delivering projects across GTA business through delivery of business transformation and process optimisation• Efficient with the console use of Salesforce and knowledge of Salesforce at L2 level Admin• European Salesforce champion, first point of contact for end users.• Salesforce Reporting and dashboards• Serve as the Operations POC for the product team’s new installations, features and enhancements including the collation of feedback on specifications.• Deployment of business standards across the GTA organisation to deliver efficient and effective value streams focusing on providing customer value• Responsible for providing close support in the design, application and support of technology, customer, learning and business process solutions.• Develop tools and strategies to assist in the delivery of key Operations objectives, resulting in the overall reduction of internal and external customer ‘effort’• Understanding of Lean Six Sigma• Process waste management and redesign.• Analysis and insight for the purpose of optimising internal operations.• Customer journey mapping and redesign.• Support business with co-ordination & communication of technical errors and troubleshoot for cause & solution• Support with all system workarounds, and assist with representation at technology development/enhancement steering groups and initiatives.• Driving continuous performance improvement through monitoring and analysis of customer behaviour, recommending & implementing changes.• Telephony reporting Show less

Barbican, London