Azeem Sayf

I am a seasoned and passionate professional actively pursuing a leadership position, eager to leverage my extensive expertise in adeptly managing complex situations, diverse teams, and customer interactions. I am committed to driving organizational success through my exceptional problem-solving acumen, adept escalation handling, and visionary leadership prowess

KipleCity Ops & Support Team Lead

• Manage escalation, complaints on finance & operation.
• Report to executive director by providing bi-weekly performance report, financial & sales report in director's meeting.
• Create SOP, Workflow and Solution for well-paced and managed operation.
• Responsible in company's asset/stock records, liabilities and finance.
• Manage Operation team's rooster, claims & overtime to align with finance requirement
• Set expectation and gain feedback with clients, vendors and customers by face-face meetings on sites.

SENIOR CUSTOMERS SERVICE ASSOCIATE

• Responsible to update team attendance, performance tracker and submit weekly reports to Manager.
• Responsible to manage SOP, Workflow, Process Flow and etc to maintain support team's effectives.
• Attend, manage and resolve manager's escalation calls by providing alternative solution to meet CSR.
• Provide coaching on call quality and handling skills for better service and more FCR

CUSTOMERS SERVICE ASSOCIATE

• Responsible to analyse on the frequent complaint issue and create a workplan on how to resolve the commonly faced issue to reduce the complaint volume.
• Responsible for creating awareness and responsibility among the team about compliance, verification, safeguarding consumer info and risk management.
• Responsible to create the verification workflow with questions to be asked to consumer upon contact prior to divulging of information.

Diploma in Tourism & Hospitality Management. Certified in SAP, Procument in S4/Hana