Sheikh Mahathir Shaikh Mohamed
Summary
With a decade of experience in inbound and outbound call center operations, I have honed my analytical mindset and expertise in training, communication, management, quality, and operations. My proven track record of effectively leading teams through motivation, team building, and recognition speaks for itself. I tackle challenges head-on with enthusiasm and confidence, always seeking innovative solutions. My exceptional interpersonal skills enable me to handle people adeptly and foster a collaborative team environment. I am committed to achieving personal and company goals while ensuring the implementation and functionality of company policies and procedures. Moreover, I prioritize continuous staff engagement to maintain a highly productive and motivated workforce.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Officer
SATs Passenger Service Centre
11.2023 - 05.2024
- Oversee special requests of flights flying in and out of Changi Airport, manpower deployment, lounge management, training, and daily reports.
Aviation Security Officer (ICSS)
Certis Cisco
03.2023 - 10.2023
- Performing security screening in the designated zone, manual bag checks, X-Ray screening for baggage, and using security equipment to conduct screening.
Team Leader
Antasis Pte Ltd
06.2021 - 02.2023
- Oversee and start up of 4 government campaigns, ensuring all SLA’s and KPI’s are met, recruitment and hiring, email management, inbound and outbound calls campaigns, and daily reports.
Operations Executive
Evershine Services Pte Ltd
11.2017 - 07.2020
- Facility management for semiconductors, managed 7 sites, 6 supervisors, and up to 240 janitors, ensuring sufficient manpower for daily operations, training new and existing supervisors, and ensuring all projects are within KPI.
Assistant General Manager
Agape Connecting People Pte Ltd
10.2013 - 09.2017
- Manage inmates in Changi Prison, designed a call center setup for various projects, ensured all projects are within KPI & SLA, managed 160 agents & 4 managers, coaching & mentoring, and involved in training program implementation.
Assistant Call Center Manager
Pizza Hut/KFC Call Centre
Toa Payoh
05.2011 - 09.2013
- Oversees day to Day Operations.
- Secondary Portfolio includes Training, Feedback Handling, and Systems.
- Top Manager for 7 months.
- Customer Maniac- August 2011.
Training:
- Started and conducted training for the new hire, senior agents, leading agents and team leaders.
- Refresher courses.
Feedback Handling:
- Creating a tracker and reporting process.
- Handling customer’s feedback.
System:
- System maintenance.
- Was part of the project team to launch PH/KFC online ordering platform.
Education
Diploma - Tourism And Hospitality Management
MDIS University of Bradford
Singapore 10.2008
Skills
- Telephony system set up
- Project/ Client management
- Operation management
- Training
- Planning
- Customer Service
- Feedback management
- Inventory
- Manpower deployment
Languages
English
Malay
Awardscontributions
- SCORE Yellow Ribbon Project, SCORE MODEL SUPERVISOR OF THE YEAR 2015
- Pizza Hut/KFC Call Centre Singapore, CUSTOMER MANIAC 2011, 2012
Tel
+65 90552442
Communication Skills
Presenter during the visit of Second Minister of National Development and Second Minister of Finance, Ms. Indranee Rajah at the Changi Prisons Call Centre. Introduce the day to day operations, business clients, company’s Mission and Vision.
Personal Information
- Date of Birth: 06/03/84
- Nationality: Singaporean
Certification
M5, M9 & HI certification. Certified Financial Planner- Singapore College of Insurance.
Timeline
Customer Service Officer
SATs Passenger Service Centre
11.2023 - 05.2024
Aviation Security Officer (ICSS)
Certis Cisco
03.2023 - 10.2023
Team Leader
Antasis Pte Ltd
06.2021 - 02.2023
Operations Executive
Evershine Services Pte Ltd
11.2017 - 07.2020
Assistant General Manager
Agape Connecting People Pte Ltd
10.2013 - 09.2017
Assistant Call Center Manager
Pizza Hut/KFC Call Centre
05.2011 - 09.2013
Diploma - Tourism And Hospitality Management
MDIS University of Bradford