Shiveer Singh

As a Digital Transformation Lead, I have spearheaded pivotal initiatives aimed at revolutionizing organizational processes and enhancing operational efficiencies. Leveraging my expertise, I implemented Zendesk to streamline cross-departmental workflows, integrating ChatBots, Knowledgebase, and Ticketing functionalities. My contributions notably in digitizing employee onboarding, tracking movements, and streamlining terminations, thereby mitigating errors in Payroll processing.

Furthermore, I harnessed Robotic Process Automation tools like PowerAutomate to seamlessly integrate data flow across disparate systems, fostering enhanced connectivity and operational synergy.

Collaborating closely with aligned operations and transformation leads, I identified, analyzed, and validated opportunities for process optimization, encompassing digital solutions, process re-design, and Lean Process Improvement.

In my role, I served as a key liaison with business leaders, facilitating the identification and execution of transformational opportunities. I acted as the primary interface for Automation, Data Analytics initiatives, and actively originated and shaped digital strategies for both existing and prospective clients.

As the former Information Officer at Nutun CX, I supervised a team of 4 deputy Information Officers. In this capacity, I effectively orchestrated the deployment, training, and implementation of security frameworks for POPIA and GDPR compliance. Additionally, I assumed responsibility for reporting to both the Information Commissioner's Office in the UK and the Information Regulator in South Africa. Furthermore, I spearheaded the development of learning materials for Cybersecurity and PCI DSS compliance, overseeing their rollout and annual reattestation to a workforce exceeding 4000 employees.

Managed a diverse team of Senior Dialler Managers, Support Managers, and Administrators, supporting 24x7 operations across multiple time zones, I bring a blend of leadership, technical expertise, and strategic insight to drive operational excellence and achieve organizational objectives.

Optimizing agent productivity, data penetration, and performance metrics.

Developed and implemented effective dial strategies, collaborating with outsource dialler vendors, and ensuring compliance with legislative guidelines. Performed routine maintenance tasks, resolving dialler issues, and managing daily operational tasks such as user management, campaign optimization, and call disposition analysis.

With a keen understanding of business processes, I lead automated loading procedures, analyze data/dialler reports, and drove continuous improvement through parameter tuning and campaign optimization. Additionally, I contribute to senior management strategy discussions and provide essential management information for reporting requirements.

Routinely perform client visits and dip checks, ensuring the optimization of their systems. Additionally, I played a pivotal role in rolling out new features from the ConnexOne product line, contributing to the continuous improvement of our clients' experiences.

Through my proactive support in resolving ongoing issues, I significantly enhanced client satisfaction. My approach was characterized by excellent project management skills and effective communication, enabling me to streamline processes and deliver optimal solutions.

My commitment to optimizing system performance and fostering positive client relationships underscored my contributions to the success of the team at ConnexOne.

• Prioritized customers and implemented changes based on collected feedback to improve business direction.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Conducted interviews with key business users to collect information on business processes and user requirements.
• Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.

As a member of the Product team at a FinTech start-up, I focused on improving customer experience by increasing process efficiency across multiple platforms and departments. I was responsible for successfully implementing HubSpot and sunsetting the older FreshWorks CRM.

During the COVID-19 pandemic, I moved quickly to allow our contact centre employees to work remotely by migration our on-premises PBX to the cloud.

This enabled our customer success and sales teams to work remotely, curbing the virus spread and minimizing downtime while ensuring our customer base was adequately covered during this difficult period.

• Drafted strategic business intelligence roadmap, complete with data governance policies and tactical information safeguards.
• Integrated BI assets into customer relationship management tasks, improving service personnel’s available intelligence.
• Developed intelligence-sharing dashboards, providing company-wide access to collected data.

As a member of the Blake Collection Management team, I provided reporting and analysis support by working closely with the data warehousing team and business analysts. I optimized the dialling strategy for highest return on PTPs and debit order collections by providing best-fit reporting and insights for the collections management team. I also implemented PowerBI dashboards for the dialler team to facilitate real-time reporting of campaign performance.

I was responsible for financial and payroll reporting for CCI South Africa, supporting 7000+ employees. I was actively involved in preparing the grants to the Department of Trade and Industry and have built systems which integrate with Sage People 300 and SharePoint for time and attendance and Human Resources Management.

Some of my key achievements include:

• Streamlining business processes for employee life cycle (street to seat, employee movements and employee exits)
• Support for the Digital Register – a system in which I built in house to integrate with Biometrics, SharePoint login, Active Directory and Sage People 300
• Building, maintaining and enhancing reporting using Microsoft SQL Reporting Service for the operation which spans multiple geographies including CCI Kenya

As a report developer, I was responsible for primarily developing reports as well as software programs as required by either the senior developer or the CTO. I was responsible for the development of user reporting requirements and setting up the requisite reports. I also developed in-house programs to improve related processes.

Some of my key achievements include:

Writing, testing, and maintaining reports developed using Microsoft / SQL DB’s
Providing ongoing support throughout the lifecycle of the product (or until the support responsibility has been re-allocated), to all departments and customers as and when required
Coding detailed reports from designs specifications, according to best practices and software coding standard
Testing and implementing reporting solutions
Using BI tools to aid in tasks such as Data mining, DAX and PowerPivot

Developing web applications and agent capture forms for various business needs. I had developed applications such as customer CRMs, agent portals, and QA systems using ASP.net, Sharepoint and SQL Server. I am proficient in Microsoft Reporting Services and have the skills to create, modify, and troubleshoot reports in Reporting Services and PowerBI. I have also developed and maintained company intranet using Sharepoint, ensuring its functionality and security.

• Proven ability to develop and implement creative solutions to complex problems.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

Providing support for the call centre operations team including design and implementation of HTML scripting, set up and implementation of an open source help desk solution, assisting client data reporting and campaign analysis to maximise performance of the dialling platform

I planned and implemented system enhancements to adapt to changing needs. I installed and configured system updates and optimized performance. I resolved issues reported by end-users and provided permanent solutions.

I performed analysis and reporting, provided feedback to management team, monitored sales processes and KPI’s, and collaborated with QA, Management and Administration to ensure timely and accurate delivery of business processes and reports.