Rami Kakaban

M&E Strategy and Research (40%): Develop and oversee monitoring systems to track success of program implementation. Design research and evaluation efforts to assess the impact of Youth programs. Improve data systems - collection, storage, use - to increase effectiveness and scalability of M&E systems. Manage a team of 3 full-time staff
 Monitoring &Evaluation Implementation (40%): Conduct and oversee analysis of data from day-to-day M&E activities as well as the ongoing USAID-funded impact evaluation of the Youth Experience program. Prepare high-quality reports for internal and external audiences. Build an organizational knowledge base through research and partnerships. Develop and sustain a partnership with at least one toptier international academic/research institution to provide additional evaluation technical support
 Organization Strategic Planning & Reporting (10%): Use data to make programmatic recommendations to Educate!'s senior leadership. Collaborate with management team to set program milestones and Key Performance Indicators. Oversee impact narrative for external communications including donors, government, and partners.
 Operational Systems Support (10%): Explore and provide recommendations for innovative technologies to streamline monitoring, evaluation and other operational functions. Build staff capacity through training and technical assistance for accurate data collection and reporting

• Establish monitoring and evaluation system using outcome mapping M&E Toolkit
• Lead the development and implementation of project’s M&E plan
• Design the monitoring and evaluation tools and forms
• Develop data collection procedures
• Lead the development of the evaluation design, tools, protocols and procedures
• Oversee monitoring and evaluation data collection activities, including logistics of form distribution and collection.
• Oversee data processing, including data transfer, entry, verification and cleaning
• Ensure forms are filed according to compliance protocols
• Oversee internal communication on M&E progress and results
• Manage M&E staff and consultants as directed by Senior Director M&E
• Train data collection and other M&E staff as needed
• Conduct data quality assurance checks
• Oversee M&E database setup and management
• Conduct qualitative and quantitative data analyses
• Lead preparation of evaluation reports
• Develop and implement a research agenda
• Ensure effective communication between M&E team, project staff, partner teams, and home office
• Prepare communications for stakeholders based on M&E data
• Mentor and build the capacity of the junior M&E staff
• Provide other management and support to M&E team as needed

Served as a part time employee every 3 months, and for project implementation as requested.

Highlights:
• Successfully managed all the exit polls for 10 years, and maintained a margin of error of under 3%.
• Supervised 100+ employees in local and legislative elections with unwavering emphasis on accountability and transparency.

Key Responsibilities:
• Spearheaded preparation and processing of all poll forms; processed staff financial statements based on their assigned job responsibilities to secure adequate staffing and poll arrangements.
• Arranged staff training and instruction workshops to drive skill development, self-sufficiency, and proficiency with poll processes; supervised personnel in their day-to-day functions, delegated tasks, and provided counseling when needed.

Designation Chronology:
• Jan 2011 - Oct 2013: Senior & Acting Supervisor of Operations Enhancement
• Sep 2008 - Dec 2010: Risk Operations Administrator- Anti Fraud
• Jul 2005 - Aug 2008: Customer Service Administrator

Highlights:
• Successfully built and managed company's internal website by partnering with technical and design teams; handled content consisting of 500 mechanisms, procedures and policies, and 70 links, to accomplish standardized communication.
• Streamlined campaign development and coordination with other departments; facilitated delivery to 2.5 million+ clients by utilizing strong background in guiding teams and market research.
• Led the reviewing and auditing of 400+ mechanisms with all related departments (financial, commercial, technical, engineering, procurement, HR and legal); accomplished redrafting of policies/procedures in a 2 month span.
• Provided training to 700+ employees to drive efficiency with website features; recognized for integral contributions which resulted in the website being selected as the company's best achievement in 2011.
• Assisted the senior management in resolution of issues pertaining to credit collection reports, campaign management, project implementation and analysis to serve as a catalyst for consistent improvement in the quality of operations.

Key Responsibilities:
Marketing:
• Developed promotional campaigns to promote new business initiatives within target market; monitored launch and results to ensure fulfillment of targeted 20 new campaigns and service initiatives every 3 months.
• Communicated with marketing and PR departments to exchange ideas pertaining to new plans and website content; evaluated alignment with corporate objectives to prioritize innovation, brand fortification and sustainable financial gains.

Website Management:
• Controlled internal website, employee access, and collaborated with technical/design teams for update administration; prepared, formatted and circulated standard operating procedures, company policies and guidelines for company wide use.
• Audited new procedures to ensure appropriate controls before approval; trained 60+ sales and call center staff to enable proficiency with website content, campaigns, policies, and general code of conduct.

Project Management:
• Prepared project plans, drove implementation, and handled associated reporting; enforced action plans by working in conjunction with relevant department, and finalized Service Level Agreements for assured alignment of efforts.
• Formulated implementation documentation for all technical departments linked to established milestones and targeted deliverables; tracked performance against KPIs and timelines, and prioritized strict conformance to project launch date.
• Followed up with commercial and finance divisions to ensure feasibility for resource acquisition; communicated with technical team to confirm fulfillment of requirements for assured realization of scope within time/budgetary constraints.
• Coordinated execution of media campaigns and schemes with the Department of marketing communications; managed audits of product and promotional descriptions, and revised strategies to target increased ROI.
• Generated reports and documentation encompassing project status, risks, and delays for review by concerned department; supported resolution of identified issues to facilitate realization of business vision.

Staff Development & Training:
• Identified training needs and recommended development programs to key figureheads from Commercial/HR departments; determined quarterly budget requirements and prepared proposals to enable upgrading of skills.
• Prepared monthly and operation enhancement department reports focused towards strategic organizational needs; developed presentations and proposals for senior management of customer care directorate for precise scope management.

Highlights:
• Built a monitoring tool for the anti fraud department targeting improvement in management of employee calls statements as a preventative measure.
• Prepared analysis reports, proposals and provided suggestions for enhanced protection of business revenues.
• Reviewed fraud cases received from customers, conducted root cause analysis, and implemented appropriate remedial measures for prompt damage control.

Key Responsibilities:
• Analyzed high usage reports, monitored fraud cases, and formulated monthly/quarterly anti fraud department reports; tracked out-of-system activities for resolution of irregular transactions.
• Monitored customers with high usage for detection and prevention of fraud; led improvement in fraud tools and quality control procedures for assured minimization of revenue loss.
• Spearheaded investigations of internal frauds, and noncompliance issues linked to contractual responsibilities; ensured no discrepancies between billing and switching reports to safeguard company assets.
• Supported other relevant departments to drive attentive campaigns management processes; evaluated and confirmed campaigns policies with a focus on cost effective and efficient fraud management operations.

Highlight:
• 2006: Recognized as best employee for the first quarter.
• Played an instrumental role in the implementation of new system designed to send out mass sms communications to customers.

Key Responsibilities:
• Managed all customer inquiries and resolved complaints received over the phone, email and fax; managed activation of all customers' applications in sync with service level agreements.
• Ensured customer satisfaction by maintaining professional demeanor and conduct; researched billing issues and proposed improvement in the system to support smooth functioning of day-to-day operations.
• Identified, investigated and remediated dealer's complaints with utmost care and efficiency to maintain long term trusted ties; updated logs and provided supervisors with records of customer calls to facilitate trend analysis.

Previous Professional Experience:
• Nov 2004- Nov 2005: Administrative Assistant & Translator for the draft National Policy for the Vanguards and Youth; Ministry of Youth & Sports