Alisha Shaikh
Malad (W) Mumbai
Summary
Auditing professional with comprehensive expertise in conducting thorough audits and enhancing compliance processes. Recognized for driving impactful audit results and fostering collaborative team environment. Reliable and adaptable, consistently meeting organizational goals through strategic problem-solving and keen attention to detail.
Developed versatile skill set in fast-paced, compliance-driven environment, looking to transition into new field. Expertise in risk management and process improvement with focus on accuracy and efficiency. Seeks to leverage these transferable skills to contribute effectively in new role.
Overview
21
21
years of professional experience
Work History
Lead Auditor
Tata Consultancy Services Pvt.Ltd
01.2022 - Current
- Managed a team of auditors to ensure timely completion of all projects, balancing workload across team members effectively.
- Safeguarded company reputation through meticulous attention to detail during audits, ensuring accurate findings were reported consistently.
- Optimized resources allocation during audits by accurately estimating timeframes for each project phase based on historical data analysis.
- Provided expert guidance on industry regulations and best practices to both colleagues and clients alike.
- Conducted thorough risk assessments for clients, identifying areas of potential financial loss.
- Led internal quality assurance initiatives to improve overall performance within the auditing department.
- Assisted in the development of junior auditors by providing training, mentorship, and ongoing support as needed.
- Strengthened financial control systems within client organizations by recommending improvements based on identified weaknesses.
- Collaborated with cross-functional teams to ensure comprehensive audits and accurate reporting.
- Streamlined workflow processes, reducing time spent on administrative tasks and increasing focus on audit execution.
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
Process Lead - Retail (Tata Digital-Voice/Chat & Email)
Tata Consultancy Services Pvt. Ltd.
06.2020 - 12.2021
- Auditing Voice and Data tickets to Correct Field delivery process is adhered to along with customer expectations
- Audit reporting and Maintaining SLA Functionality within the Process
- Catering to the needs of the customers by ensuring Fixed lines are working
- Managing the Team
- Escalating issues to the respective forum and people to ensure client concerns are looked into
- Implement and monitor Agent Performance for bottom Quartile / agents below average performance
- Managing and adhering to operational requirements of the team by deriving expected performance, maintaining SLA and attrition
- Adhering and executing agile way of working
- Transitioned and Trained various Tata brand into Digitization platform
- Streamlined projects based on Company and IQMS standards (from aligning SOPs, Process Maps, Application Automation to Process on floor)
Quality Analyst - Telecom (Telstra Field Delivery-Voice & data)
Tata Consultancy Services Pvt. Ltd.
11.2017 - 05.2020
- Evaluated agent performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Developed and maintained quality assurance procedure documentation.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Created and revised procedures, checklists and job aids to reduce errors.
- Analyzed quality and performance data to support operational decision-making.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Identified and addressed process bottlenecks, streamlining workflows for faster turnaround times.
- Streamlined defect tracking process, ensuring timely resolution of issues and maintaining high customer satisfaction.
SME - Telecom (Telstra Field Delivery-Voice & data)
Tata Consultancy Services Pvt. Ltd.
09.2016 - 10.2017
- Promoted as Subject Matter expert for leading a pilot process within Telstra.
- Catering to the needs of the customers by ensuring Fixed lines are working.
- Team management
- Escalating issues to the respective forum and Stakeholders to ensure client concerns are adhered and closed.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Process Associate - Telecom (Telstra - Pilot Process Field Delivery-Voice & Data)
Tata Consultancy Services Pvt. Ltd.
10.2015 - 09.2016
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
- Independent problem solver who took initiative in researching solutions without needing excessive supervision.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Assisted in the development of training materials for new hires, improving onboarding experience and knowledge retention.
- Provided exceptional customer service when interacting with clients during process execution tasks.
- Developed strong working relationships with cross-functional teams for seamless collaboration on projects.
Customer Relationship Executive - Electronic Medical Records IT Software
eClinicalworks India Pvt. Ltd.
06.2013 - 09.2015
- Auditing technical tickets to ensure issues are resolved correctly by the Technicians
- Setting Client expectation by conducting Periodic Surveys to the Practices
- Escalating issues to the respective forum and people to ensure client concerns are looked into
- Conducted regular follow-ups with customers to ensure the highest level of satisfaction and address any potential issues proactively.
- Streamlined communication channels between departments, resulting in faster resolution of customer issues and improved inter-departmental collaboration.
- Provided comprehensive training for new hires, resulting in faster acclimation periods and higher performance standards across the team.
- Increased customer satisfaction through efficient handling of inquiries, complaints, and concerns.
Team Leader - UK Bank (Fraud Detections-Voice)
Serco Global Services
08.2012 - 04.2013
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Assisted in recruitment to build team of top performers.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Honored for Process Excellence By Onshore Business Process Manager
Team Coach - UK Bank (Fraud dealing on Debit cards-Data)
Serco Global Services
11.2010 - 09.2012
- Promoted identification, analysis of work, and proper form to help Team Members assess risk.
- Evaluated individual knowledge, skills, and strengths, and assigned team positions to maximize talent areas.
- Assessed individual strengths and weaknesses within the team, providing targeted coaching to enhance performance levels.
Fraud Analyst - UK Bank (Fraud dealing on Credit cards- Data)
Serco Global Services
10.2007 - 10.2010
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Supported regulatory compliance efforts by ensuring all fraud analysis procedures met industry standards.
- Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
- Established strong relationships with external partners such as banks and credit bureaus, facilitating efficient exchange of information related to suspected fraudulent activities.
Sr. Credit Referrals Advisor
3 Global Services
10.2004 - 04.2006
- Servicing Customer queries on postpaid cards related to billing queries.
- Risk Management on Credit Checks.
- Activation of New plans and Handsets.
- Used standardized assessments to evaluate abilities, interests and characteristics of different Customers before providing Telecom connection.
SR. Customer service Rep
Zenta Technologies Pvt Ltd.
11.2003 - 09.2004
- Servicing Cardholder’s queries on American Express Accounts.
- Enhanced customer satisfaction by addressing and resolving complex inquiries promptly and professionally.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Handled escalated calls professionally while working towards amicable resolutions that satisfied both parties involved.
- Continuously sought opportunities for professional development through attending workshops, seminars, webinars and other educational events relevant to the customer service industry.
Sales Executive
Cosmic communication Pvt Ltd. (Orange Database)
09.2003 - 11.2003
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
- Streamlined sales process to improve efficiency, reduce cycle time, and close deals faster.
- Cultivated long-term relationships with high-value clients to ensure repeat business and referrals.
Education
Associate of Science - Undergraduate From Science Field
MC College of Commerce & Science
DahisarSkills
- Internal controls
- Audit planning
- Data analytics
- Team collaboration
- Risk assessment
- Quality assurance
- Root-cause analysis
- Editing and proofreading
Accomplishments
- Completed Lean Six Sigma Green Belt successfully on Automation and utilization projects.
- Successfully completed Online Azure Certification on Cloud completing.
- Process improvements towards AHT reduction and Reduction of non-essential requirements in the Process (NBN OMMA).
- Internal opportunity to transition with Tata Digital (Greenfield Project)
- Certified Internal Auditor.
Timeline
Lead Auditor
Tata Consultancy Services Pvt.Ltd
01.2022 - Current
Process Lead - Retail (Tata Digital-Voice/Chat & Email)
Tata Consultancy Services Pvt. Ltd.
06.2020 - 12.2021
Quality Analyst - Telecom (Telstra Field Delivery-Voice & data)
Tata Consultancy Services Pvt. Ltd.
11.2017 - 05.2020
SME - Telecom (Telstra Field Delivery-Voice & data)
Tata Consultancy Services Pvt. Ltd.
09.2016 - 10.2017
Process Associate - Telecom (Telstra - Pilot Process Field Delivery-Voice & Data)
Tata Consultancy Services Pvt. Ltd.
10.2015 - 09.2016
Customer Relationship Executive - Electronic Medical Records IT Software
eClinicalworks India Pvt. Ltd.
06.2013 - 09.2015
Team Leader - UK Bank (Fraud Detections-Voice)
Serco Global Services
08.2012 - 04.2013
Team Coach - UK Bank (Fraud dealing on Debit cards-Data)
Serco Global Services
11.2010 - 09.2012
Fraud Analyst - UK Bank (Fraud dealing on Credit cards- Data)
Serco Global Services
10.2007 - 10.2010
Sr. Credit Referrals Advisor
3 Global Services
10.2004 - 04.2006
SR. Customer service Rep
Zenta Technologies Pvt Ltd.
11.2003 - 09.2004
Sales Executive
Cosmic communication Pvt Ltd. (Orange Database)
09.2003 - 11.2003
Associate of Science - Undergraduate From Science Field
MC College of Commerce & Science
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