Osama Ayyad

• Managing 3 different clients (Trip.com Global CS, Cartrawler Global CS, Walmart Canada) with multiple languages (English, French, Spanish, Italian,German and Arabic)
• Leading 25 team Managers and one Senior Team Leader leading around 400 agents
• Reporting to site manager.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Directed initiatives to improve work environment, company culture or overall business strategy.
• Developed and maintained relationships with clients.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Increased profit by streamlining operations.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit through FTE, CPH and hour contracts

• Analyzed and maintained all Client Service Level Agreements; implement improvement plans.
• Selected, trained, developed, and managed performance of direct reports and their associates, including planning and assigning work for staff in accordance with organization’s policies and applicable legal requirements.
• Managed and reviewed operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Created and maximized relationships with client partners.
• Provided leadership and guidance to direct reports to ensure consistent administration of company policies and standards; defined and implemented corrective actions needed to meet operational performance.
• Conducted regular one-on-ones with direct reports to review individual performance, performance of their team and offer on-going developmental coaching.
• Created positive work environment through employee engagement; resolved employee relation issues in professional and timely manner.
• Participated in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. And partner to define action plans that resolve issues and drive continuous improvement.
• Implemented best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements.
• Attended business reviews with client.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Analyzed and reported on key performance metrics to senior management.
• Trained and guided team members to maintain high productivity and performance metrics.
• Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
• Identified and resolved unauthorized, unsafe, or ineffective practices.

Achievements:

• 9.5 out of 10 rated in VOC client's Survey vs 2 out of 10 before joining for previous quarter.

• Led Support Professionals foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Concentrix mission.
• Worked effectively in fast-paced environments
• Provided day-to-day supervision and management of directly assigned team of Support Professionals
• Ensured that Support Professionals have clear understanding of performance expectations, are properly trained and have access to all tools and resources needed to perform at high levels of productivity and efficiency.
• Participate in root cause analysis regarding attendance challenges and attrition.
• Team with site leadership to develop actions to reduce attrition where possible.
• Worked with Service Delivery Manager to resolve personnel issues in professional and timely manner.
• Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency.
• Document issues, actions taken and plan for follow-up for Support Professional’s HR file
• This includes involvement with both Service Delivery Manager and Human Resources in addressing disciplinary actions.
• Administered and managed payroll in accordance with company policy and procedures.
• Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development.
• Identify performance related issues and develop action plans for improvement.
• Prepare process and conduct annual performance appraisals for assigned Support Professionals on time.
• Managed appraisal process within team by conducting three-month job discussion with new employees and annual review.
• Partnered with Human Resources to screen, interview and hire Support Professionals for contract.
• Attend required manager development training.
• Job Related Courses:
• CLC – Convergys Leaders as Coaches -
• Managing Performance Through Building and Sustaining Trust
• Cluster Management
• Top Ranking While Ramping
• Outlier Management “managing KPI performance at individual Support Professional level.”
• Process Adaptability in Workplace.
• Analysis Training “the various methods used for data analytics, how to differentiate between reporting and analytics, and how to analyze your team's performance.”
• Basics of Problem Solving “various stages of problem solving are, and techniques that can be used in order to get to root cause of problem.”
• Building Teamwork “team development, attributes of effective teams, and role of team managers in building them.”
• Coaching Fundamentals 1: Coaching Right Way “various methods that can be used in order to better coach SPs properly.”
• Creating High Energy Workplace “characteristics of energized environment, and various factors that can affect energy in user's workplace.”
• Developing Emotional Intelligence
• How Adults Learn Managing Others through Change
• Personal Effectiveness “how goal setting leads to personal effectiveness, and various positive advantages that this can have on you and your team.”
• Personality Dynamics “four different personality types and contains approaches that can be used for each personality type.”
• Powerful Presentations “various methods that can be used in order to make effective presentation.”
• Team Motivation and Recognition
• Art of Successful On boarding “how to make great first impression on new hires and help them quickly become confident and productive in Stream´s environment.”
• Time Management “information on importance of time management, and tools and techniques that team manager can use.”
• Understanding Team Dynamics
• Working with Multi-Generations “how teams can be made up of multiple generations along with characteristics of each, and how to best communicate with each of them.”
• Your Attitude as Leader “contains information on what leader is, and what are required characteristics of one.”

• Contributed to creation of training materials such as handouts, scripts and website content.
• Assisted in monitoring trainee performance to identify gaps in training.
• Conducted assessments of employee understanding and performance.
• Accurately tracked job activities, expenses and attendance.
• Trained up to 30 new employees per month on company procedures
• Trained up to 119 new employees for SXM client

• Provided high level of technical support via telephone and/or other electronic mediums for major product category up to 50% of assigned shift.
• Provide guidance to Support Professional in problem solving and using resources.
• Coach and train support professionals in technical skills, customer service, and applicable processes
• Assist with support professional technical development by evaluating performance and providing appropriate feedback.
• Search and retrieve data from various databases.
• Participate in training activities to maintain technical currency, and to broaden product knowledge.
• Extend contact to promote and sell products or services as required by assigned queue.
• Self-motivated, with strong sense of personal responsibility.
• Acted as team leader in group projects, delegating tasks and providing feedback.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Skilled at working independently and collaboratively in team environment.
• Self-motivated, with strong sense of personal responsibility
• Passionate about learning and committed to continual improvement
• Gained extensive knowledge in data entry, analysis and reporting
• Worked well in a team setting, providing support and guidance
• Proved successful working within tight deadlines and a fast-paced environment

• Microsoft, Xbox Customer Support, UK, Ireland and South Africa
• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Researched and identified solutions to technical problems.

• Updated account information to maintain customer records.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to customer requests for products, services, and company information.
• Handled average of 70 calls and emails daily.
• Updated account information to maintain customer records
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

• Guiding and advising customers and offering them best offers.
• Acting as direct link between company and clients.
• Serviced accounts and proposed new products and services to maximize revenue.
• Built and strengthened relationships with new and existing accounts to drive revenue growth.
• Was able to bring 14 new clients in short time.

Owning a small business selling hardware for computers and entertainment devices.

• Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.

• Providing employees with marketing and sales techniques to improve their performance.
• Providing human development courses to employees to improve their behavior and to create professional job environment to represent big organization.
• Demonstrated high level of initiative and creativity while tackling difficult tasks.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Delivered training for over 200 sales associates.
• Worked flexible hours across night, weekend and holiday shifts.