Shakel Miah Email & Phone Number

Bradford, Gb

United Kingdom

United Kingdom

Embedded onto client supporting Yorkshire Water on their digital transformation path.- Oversaw the smooth delivery of 5 major releases over 2 sprints.- Facilitated workshops to gather business requirements, brainstorm solutions, and frame value propositions.- Managed sprint boards, facilitated Agile ceremonies, and represented the squad at Nexus and Scrum of - Scrums meetings.- Confidently presented at PI demos of an audience of 50+ members to provide updates on deliverables and squad achievements.- Removed blockers, supported team members, and promoted Agile ways of working.

United Kingdom

Developed an internal app on a web3 platform utilising blockchain technology, empowering users to securely manage personal bios and skills.- Supported discovery to explore problem area to shape and scope the product with its requirements.- Mapped out As-Is business process and user journey highlighting pain points.- Created, refined and prioritised testable backlog stories for multiple features.- Strategically planned future sprints and feature roadmaps aligned with timelines.- Led user research, conducted interviews, and synthesised findings to enhance product iteration.- Facilitated agile ceremonies and advocated for agile ways of working, ensuring product progress and team collaboration.

United Kingdom

Answering inbound calls assisting customers with their motor insurance needs.Servicing motor amendments to ensure the correct level of cover for policyholders.Capturing and investigating complaint cases.Liaising with both colleagues and customers for best customer outcome.Providing concise and clear DLG product details for customer queries.Upsold additional insurance products to meet customer needs and enhance coverage.Sharing best practices within the team and wider department.

Bradford, England, United Kingdom

Leading and managing a team of customer service advisers; responsible for organizing rotas, creating the daily plan for lunches, breaks, tills, fitting room coverage and stocking merchandiseMonitoring the team's performance.Delegating key tasks and objectives.Coaching and training staff.Reporting and liaising with the manager on a daily basis.Briefing the team on targets, initiatives and policy changes.Dealing with difficult behaviours and a wide range of people in sometimes stressful situations.Training/mentoring new members of staff, so that they became effective members of the team.Enforcing and promoting health and safety on the shop floor.

Wythenshawe, England, United Kingdom

Heavily involved onto project work as part of the LBG core banking development team at client site.Participated in different phases of software development (e.g. design, testing, implementation, support, etc.).Worked closely with both on and off-shore internal teams and clients. Created number of design, build and test documents.Executed test cases.Gathered information to assist in problem investigation and resolution.Fixed simple defects/problems in defined areas of codeProvided status (written or verbal) on work efforts as required.

Bradford, England, United Kingdom

First point of contact to deal with immediate banking enquiries.Transacting on customers’ accounts to accommodate their financial needs.Complying with GDPR & Data Protection to help keep customers and bank safe.Solving problems and escalating issues when necessary.Updating customer records.Given the opportunity to floor walk and assist colleagues with complicated queries.Coached and mentored new starters by sharing best practices.Supported from a QA perspective by reviewing colleague’s customer interactions and providing constructive feedback.

Bradford, England, United Kingdom

Answer inbound & outbound sales, service & collections calls providing excellent customer service.Liaising and building report with customer whilst helping them with any queries about their loan agreement.Recognising financial difficulties along with vulnerability triggers and offering further help and support.Accurately record key information on Contact Centre system summarising call details in order that our colleagues in the department can complete follow up action as necessary.