Summary
Overview
Work History
Education
Skills
Websites
Certification
LANGUAGES
Hobbies and Interests
Timeline
Generic

Karl Mifsud

SIGGIEWI

Summary

Senior Process Analyst with proven track record of success designing models to solve operational problems. Results-oriented with strong research and decision-making skills to determine specifications and develop action plans for projects.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Process Analyst

Vittoria Services
03.2024 - Current
  • While setting clear measures of success, provided guidance and support to develop the team by assigning challenging projects, offering constructive feedback and fostering a learning environment where team members can continuously improve their craft.
  • Lead operational excellence initiatives aligned with organizational goals and objectives, ensuring smooth adoption by end-users and/or stakeholders.
  • Analyzed and reported on data related to the initiatives handled.
  • Established effectiveness of process improvements. This involved defining pre- and post-implementation metrics to quantify the impact on DSAT, FCR, re-contact rates or other relevant benchmarks.
  • Applied and guided team members on best practices in creating and implementing process improvement plans across the PSS organization.
  • Monitored documentation of operational processes and procedures in the company knowledge base. This also applies to the team's internal processes and procedures.
  • Liaised with stakeholders and partners across the organization.
  • Acted as a change management champion supporting the adoption of new processes and initiatives.

Process Analyst

Vittoria Services
07.2021 - 03.2024
  • Participated in operational excellence initiatives aligned with organizational goals and objectives.
  • Identified operational inefficiencies and streamline processes within the organization.
  • Gathered in-depth data on how processes are performing
  • Clarified policies and rules by properly documenting processes
  • Exposed communication gaps and resolve approval process obstructions
  • Applied best practices in creating and implementing process improvement plans across the organization.
  • Ensured clear, consistent documentation of processes and procedures in the company knowledge base.
  • Analyzed and reported on data related to the initiatives assigned.
  • Performed user experience and research analysis to ensure that the organization has easy access to the essential information needed to be productive.
  • Facilitated end-users feedback collection and host knowledge-sharing events as necessary.
  • Collaborated and communicated with stakeholders and partners across the organization.
  • Acted as a change management champion supporting the adoption of new processes and initiatives.

Escalation Team Coach

Vittoria Services
02.2019 - 07.2021
  • Managed team effectiveness by monitoring performance and assessing metrics.
  • Developed, team members to achieve and exceed targets.
  • Utilized resources and delegated effectively to ensure service level agreements were met.
  • Worked along a number of stakeholders to ensure compliance for internal policies and procedures.
  • Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.

Customer Service All Star Senior Agent

Vittoria Services
07.2018 - 02.2019
  • Initially started within the company as a Customer Service Super Agent handling front line contact related to Sports, Racebook, Casino, Poker and Cryptocurrency related inquiries in a professional manner; I quickly started working my way up the ladder and in October 2018 I was offered the senior agent role.
  • Handling Premium Service (VIP) and Escalated Contact taking ownership and ensuring best possible resolution is provided for both business and player needs.
  • Multitasking a wide array of task of inbound, outbound contact together with internal work such as Jira (internal ticketing), Processing Withdrawals etc
  • Maintaining and working along other departments such as Marketing, Fraud, Financial Services, Sports etc.

Customer Support Team Lead

HelpGrid
07.2016 - 06.2018
  • Initially started as customer service agent for 'Software Projects' (e-commerce website) were I worked my way up and was promoted as a Team Lead. In May 2017. The company later expanded into a BPO company outsourcing customer support to third party companies offering inbound, outbound, sales, back-office support, B2B and order taking services.
  • Achievements/Tasks
  • Handling escalated contact.
  • Serving Customer Service agent with inquiries.
  • Coaching both local and virtual team members and ensuring KPI's are met.
  • Responsible for compiling and analyzing reports in relation to individual and team productivity stats.
  • Maintaining relationships and coordinating with vendors whenever service or product related issues arise.
  • Flexibility in adapting and working on other projects such as risk (Chargeback management), fulfillment (Ensuring vendors are well stocked to handle forecasted sales) and compliance (product reviews).
  • Contact: Fran Jones - +1 208-283-3429

F&B Captain

Catermax
11.2011 - 08.2016
  • Started within the company as an F&B server on part time basis. The experience working for Catermax exposed me to working in bars, eventually managing bars within event and finally to a F&B Captain back in June 2014 taking responsibility of handling smaller events (approx. 50 – 300 PAX) such as setting up, managing team members and assigning roles within the event, monitoring and ensuring SOP's are being followed, coordinating with sales representatives together with the clients to ensure service is according to their needs

Education

Diploma - Hotel Operations

Institute of Tourism Studies
01.2014

Secondary Education - undefined

Liceo, Kullegg San Gorg Preca
06.2011

Skills

  • Problem Solving
  • Delegation
  • Customer Service Excellence
  • Eye for detail
  • Business process analysis
  • Adaptable
  • Approachable
  • Active listener
  • Critical thinking
  • Agile methodologies
  • Change management
  • Operational support

Websites

Certification

  • Fire Fighting and Prevention Certificate (2019-06 - 2022-02)
  • Advanced Architectural Drafting Techniques (2016-12)
  • MQF Level 4
  • Architectural Drafting Principles (2015-03)
  • MQF Level 3
  • Bars Training (2014-06)
  • Driving License (2013-12 - Present)
  • Category B, B1, AM, A1, A2
  • Pest Control Awareness & Integrated Pest Management (2012-02 - 2012-03)
  • European Computer Driving License (ECDL) (2011-07)
  • Module 1 - 7, syllabus version 5.0 Core Certification
  • Secondary Education Certificate Examination (2011-05)
  • English Language, English Literature, Maltese, Mathematics, Physics, Business Studies & Home Economics.
  • Financial Services Job Exposure Initiative 2010 (2010-07)

LANGUAGES

English
Native or Bilingual Proficiency
Maltese
Professional Working Proficiency

Hobbies and Interests

Cycling, Exploring other cultures, Networking, Snorkeling & Swimming

Timeline

Senior Process Analyst

Vittoria Services
03.2024 - Current

Process Analyst

Vittoria Services
07.2021 - 03.2024

Escalation Team Coach

Vittoria Services
02.2019 - 07.2021

Customer Service All Star Senior Agent

Vittoria Services
07.2018 - 02.2019

Customer Support Team Lead

HelpGrid
07.2016 - 06.2018

F&B Captain

Catermax
11.2011 - 08.2016

Secondary Education - undefined

Liceo, Kullegg San Gorg Preca

Diploma - Hotel Operations

Institute of Tourism Studies

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Karl Mifsud