Mohamad Shahidan Iberahim

1. Development and Coding

• Develop web and mobile applications using OutSystems’ low-code platform.
• Design and implement UI/UX by using pre-built components, or customizing them, to ensure user-friendly applications.
• Write custom logic (if necessary) in JavaScript, SQL, or C# to enhance app functionality.
• Integrate with third-party systems using OutSystems’ connectors or APIs.
• Diagnosed and resolved critical software bugs, reducing system downtime for customers.
• Improved software efficiency by troubleshooting and resolving coding issues.
• Corrected, modified and upgraded software to improve performance.
• Built databases and table structures for web applications.
• Saved time and resources by identifying and fixing bugs before product deployment.

2. Collaboration & Coordination

• Coordinated with UX/UI designers, ensuring cohesive user interface design for applications.
• Collaborated with cross-functional teams to deliver high-quality products on tight deadlines.
  Providing support for business unit and project team on a daily basis.

3. Project Management & Agile Practices

• Facilitated Agile ceremonies using Jira, enhancing team productivity and project tracking.
• Participated in software field testing to verify performance of developed projects.

4. Quality Assurance & Reliability

• Diagnosed and resolved critical software bugs, reducing system downtime for customers.
• Conducted root cause analysis, improving overall software reliability and user satisfaction.
• Identify and resolve software bugs and issues during the development or after deployment.
• Conduct root cause analysis for any performance or functional issues in live applications.
• Support users with troubleshooting and fixing post-deployment bugs.

5. Quality Assurance & Testing

• Write and perform automated tests to ensure the stability of the application (Unit Testing, Integration Testing).
• Assist with User Acceptance Testing (UAT) by creating test cases and performing tests on applications.
• Ensure the application meets functional and non-functional requirements before delivery to the client or end-users.

1. Data Analysis & Insights

• Analyzed customer data by utilizing SQL queries to identify trends and patterns that informed marketing strategies.
• Created predictive models for customer behavior analysis, resulting in improved targeting for promotional campaigns.
• Improved decision-making processes with accurate data analysis and visualization techniques.
• Implemented business intelligence solutions to increase operational efficiency.
  

2. Reporting & Visualization

• Generated comprehensive reports summarizing data findings, enabling stakeholders to make informed business decisions.
• Produced monthly reports using advanced Excel spreadsheet functions.
• Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
• Developed visual dashboards for monitoring key performance indicators, enhancing decision-making processes across teams.
• Created dashboards to monitor and track key performance indicators.
• Utilized data visualization techniques to present and explain complex data sets.

3. Business Intelligence & Strategy

• Implemented business intelligence solutions to enhance operational efficiency.
• Provided data-driven recommendations to improve decision-making processes.
• Collaborated with stakeholders to define key metrics and business objectives.
• Assisted leadership with strategic planning by translating data insights into actionable recommendations.

4. Data Engineering & Processing

• Designed and developed data pipelines to acquire, clean, and process data.
• Developed complex dashboard and reporting tools to track business performance metrics.

5. Collaboration & Stakeholder Engagement

• Collaborated with stakeholders to identify business needs and data sources.
• Worked closely with cross-functional teams to identify business needs and data sources.
• Presented complex data findings in a clear and concise manner for non-technical audiences.
• Provided training and support on data tools and methodologies to team members.

1. Cross-Functional Collaboration & Process Improvement

• Collaborated with cross-functional teams to implement process improvements aimed at increasing customer satisfaction levels.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  

2. Customer Education & Sales Support

• Leveraged expert product knowledge to educate customers on features and benefits, driving sales growth and expanding market share.

3. Multichannel Customer Support & Communication

• Balanced multiple priorities simultaneously while managing large volumes of incoming calls, emails, chats, and social media messages from customers seeking assistance or information.

4. Team Support & Training

• Cross-trained and backed up other customer service managers to ensure seamless operations and service continuity.

• Documented customer interactions in system for future reference.
• Escalated complex issues to senior staff for further assistance.
• Handled customer transactions and processed orders with attention to detail.
• Resolved issues by providing accurate information and guidance.
• Assisted customers with inquiries and complaints through phone and email communication.

• Trained staff on best practices to enhance service delivery.
• Increased customer satisfaction with streamlined service procedures.
• Conducted performance reviews to support employee development.
• Developed training programs for enhanced employee performance.
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
• Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
• Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
• Boosted team morale and performance, organizing regular training sessions and motivational meetings.
• Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.