Shoeb Shaikh Email & Phone Number

As a Contact Center Supervisor at VALSENCE FZ LLC, I am responsible for managing and developing a team of more than 15 customer service and operations professionals, working in Dubai, UAE for Online Gaming platform. I have been in this role since November 2021, and I have successfully implemented projects such as "Know your Customer" Cheat Sheet and Audit Evaluation Sheet as part of continuous improvement and innovative ideas. I have also attended "SPARK - Leadership Training, Be the Leader" session as part of process leader orientation.I have over 15 years of experience in customer service and operations, working for various clients and processes, such as Dell Tech Support, British Telecom, Bell Canada, and O2-UK. I have also worked as a process trainer, having completed the Train the Trainer certification and the Certified Learning and Development Professional certification. I have trained batches with up to 50 trainees, imparting process knowledge, conducting mock calls, audits, and assessments, and tracking trainee progress. I am proficient in Excel, VBA, Power Apps, and Power BI data visualization tools, and I have a strong background in technical process and problem solving. I am passionate about delivering excellent customer service and empowering my team to achieve their goals.