SHOEIB BIN ALI BASAAD +971-566386199 shoeib.basaad@gmail.com Sharjah, UAE Dedicated and results-driven professional with a strong foundation in quality management and team leadership. Seeking a challenging role in an organization that values innovation, fosters a collaborative work environment, and offers opportunities for growth. I aim to leverage my skills in stakeholder management, problem-solving, and people management to drive excellence and contribute to the organization's success. EXPEREINCE: VXI Global Solutions - Hyderabad, India. A renowned business process outsourcing (BPO) company that specializes in providing customer care, technical support, and integrated IT solutions to a diverse range of industries. Subject Matter Expert Providing general team support, addressing queries, and handling escalated calls. Administering uptraining and coaching sessions to team members, both in groups and on an individual basis. Demonstrate expertise in supporting Consumer, and Merchant customers with prompt case resolution. Maintaining current knowledge of best practices while proactively identifying and escalating inefficiencies and process failures. Taking ownership of the end-to-end customer support process, addressing teammate inquiries and providing solutions for daily challenges. Collaborating inclusively with Business Process Owners and Customer Experience Teams to track customer issues and address knowledge gaps, offering valuable feedback and ideas. Contributing to organizational efficiency by evaluating specific business needs and ensuring timely issue distribution. Utilizing appropriate tools and channels, making informed decisions for mutually beneficial outcomes. Exhibiting exceptional communication skills, prioritizing customer requirements, and promptly overcoming obstacles. Demonstrating adaptability to changes, maintaining meticulous attention to detail, and ensuring followthrough for exceeding customer expectations. Amazon Development Centre- Hyderabad, India. A vital part of Amazon's global innovation network. Located in multiple Indian cities, it focuses on research and technology solutions, playing a key role in developing advanced products and services for Amazon's global operations. Quality Specialist- (Last Mile Analytics & Quality) Execute audits according to Standard Operating Procedures (SOPs) and resolve exceptions. Identify emerging patterns in audits and contribute to process improvements. Provide timely responses to stakeholders following SOP and SLA. Systematically escalate problems to relevant teams. Maintain accurate records and update trackers/workflow tools. Meet and exceed business metrics and goals, including SLA, productivity, quality, and utilization benchmarks. Understand performance metrics to drive business objectives. Collaborate within a team to support growth and success. Subject Matter Expert (ML Data Associate II) Global Operations - Artificial Intelligence Worked in sync with Reporting/Shift Manager and managing a team of 20+ highly driven Associates Associate Performance and Compliance Management. Balanced Self Performance/deliveries along with Team Performance/deliveries. Directed Attendance & Headcount availability in the team to ensure Business Continuity. Resolved real-time queries from Associates, Shift Managers, and other Internal Stakeholders (such as Quality, ACES, etc.) Continuous real-time intraday monitoring of incoming alarms, work anomalies, etc. and ensured on-time reporting to Shift Managers. Shared daily and weekly reports/performance overview of team with the Manager and suggested improvement plans to enhance team metrics. Key participant of various Quality/ACES calibration connects where inputs are needed for running Process Improvements/Kaizens. Promoted Fun and Engagement activities within team/across site. Contributed to over-time based on business requirement. Ensured adherence to Work-Schedule by show-casing sensible leave management to ensure maximum support is given to the team. Remote Count Associate (ML Data Associate I) Global Operations - Artificial Intelligence Conducted bin reviews to identify errors in physical and virtual inventory records. Supported the team by sharing best practices and maintaining quality standards. Mentored new hires to improve their performance. Played a pivotal role in the pilot process to align operations with business objectives and establish performance benchmarks, effectively addressing emerging challenges. SKILLS: Team Leadership and Supervision Customer Service and Support Technical Assistance Quality Control and Auditing Case Handling and Resolution Process Enhancement Coaching and Training Time Management Proactive Issue Identification Data Analysis and Reporting Effective Stakeholder Communication Business Continuity Planning SLA Compliance Proficiency in Performance Metrics Operational Efficiency SOP Adherence Conflict Resolution Inventory Oversight Basic SQL MS Office (Excel, Word, PPT) LANGUAGES: English: Speak, Read and Write Hindi: Speak, Read and Write Urdu: Speak, and Read EDUCATION: B.Tech in Electrical and Electronics Engineering Lords Institute of Engineering and Technology, Hyderabad, Telangana, India. 2015-2019 Intermediate (M.P.C) MS Junior College, Hyderabad, Telangana, India. 2012-2014 High Schooling (SSC) The Progress High School, Hyderabad, Telangana, India. 2012 PERSONAL DETAILS Name Father’s Name DOB Religion Marital Status Address : : : : : : Languages : Shoeib Bin Ali Basaad Ali Bin Mohd Basaad 05-11-1996 Islam Married Apartment 706, old arab-Udupi building, Shuwaiheen, Al Gharb, Sharjah, United Arab Emirates English, Hindi and Urdu DECLARATION I hereby affirm, to the best of my knowledge and belief, that the information provided accurately reflects my qualifications, professional experience, and personal attributes. Moreover, I assure you that, if granted the opportunity, I am committed to performing at the highest level of proficiency and in accordance with the standards and objectives set forth by your esteemed organization. Date: Place: Signature: _____________________ (SHOEIB BIN ALI BASAAD)
