Operations, Account Manager
Convergys
Total years of experience :17 years, 5 Months
Technical Account (USA and Europe):
Operation's Account Manager - Convergys Global services (May 2013 - Till Present)
• Act as a vital link between the Client and the Operations team. Attend client calls, interact with clients frequently and communicate feedback to the operations team.
• Control cost through effective utilization of personnel, materials and equipment.
• Conduct Team Meetings with direct reports to ensure expedient communication of relevant information, as well as taking more formal action when goals not achieved, including the proper utilization of Performance Success Plans.
• Keep the "floor's" environment hype and set incentives for the best performers in the team.
• Assure customers satisfaction and work on performance and behavioral problems in team and act proactively to ensure productivity is unhampered.
• Working closely with the customer to gain insights into business pains and opportunities.
• Contribute in the preparation of the team Profit and Loss statement on a monthly basis.
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance
management techniques.
• Administrating and managing payroll in accordance with company policy and procedures.
• Responsible for staffing, hiring and conducting interviews.
• Conduct performance appraisals annually.
• Experienced and adept at getting people working towards a common goal; consistently demonstrates strong people management skills.
Stream Global Services: Account Sirius Satellite Radio (USA): Operation's Team Manager - Stream Global Services (August 2012 - Till Present Time)
• Lead Support Professionals, foster their professional development and growth via effective coaching and communication.
• Provide day-to-day supervision and management of directly assigned team of Support Professionals
• Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner.
• Manage team, KPIs, service level and retention initiatives as well as setting step goals to new agents.
• Keep the "floor's" environment hype and set incentives for the best performers in the team.
• Provide escalation assistance to Support Professionals by showing guidance in problem solving customer issues. Also, use all available resources to solve these issues as efficiently as possible
• Conduct Team Meetings with direct reports to ensure expedient communication of relevant information, as well as taking more formal action when goals not achieved, including the proper utilization of Performance Success Plans
• Partner with Human Resources to screen, interview and hire Support Professionals for contract. Ensure that effective training and mentor resources are provided for all employees.
• Administer and manage payroll in accordance with company policy and procedures.
Acting as Team Manager- Stream Global Services (November 2011 - August 2012)
• Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice.
• Evaluate the need for advanced actions based on attendance data and act accordingly.
Provide escalation support to Support Professionals by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible.
• Ensure that the guidance is translated into coaching and effective feedback for the Support Professionals.
• Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals.
• Schedule and coordinate team activities. Partner with Human Resources to screen, interview and hire Support Professionals for contract.
• Ensure that effective training and mentor resources are provided for all employees.
• Team with support organizations (Quality and Learning, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities
Senior Support Professional - Stream Global Services (September 2010 - November 2011)
• Work on the Support line for Escalations, Billing and Technical issues
• Deliver Updates sessions for the Customer Support Professional.
• Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice.
• Delegate Team Manager. (October 20 2010 - 1 February 2011)
1. Manage the team's performance and adherence.
2. Manage the team's sales performance.
3. Manage the operation floor when needed.
4. Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development.
5. Motivate the agents and set incentives for the best performers in the team.
6. Used the business tools and facilities to bring the teams numbers.
7. Handling any issues regarding transportation and payroll
8. Fostered their professional development and growth, and promote teamwork and cooperation.
• Assigned in a task with a team to handle new hires though which we: 1. Developed their knowledge towards the system and the product
2. Monitored closely new hires' calls and performance to make sure they have a clear understanding of performance expectations.
3. Gave Streamline everyday and discussed individual issues.
4. Delivered a daily update for every SP to the team manager on duty.
Support Professional - Stream Global Services (September 2009 - September 2010)
• Provide first class support within a call center environment to customers
• Activate the Satellite Radio and Internet services for Customers.
• Solve Billing and basic Technical issues.
• Up sell and collect late payments.
• Supporting TM with reports and tasks.
• Full awareness of Product and all operating tools.
• Introduced Stream policy in different roundtables with different clients, like Tom Tom and Sony.
Teaching Experience in Kuwait (April 2005 - December 2007)
Giving briefed training sessions regarding the below: • Relationship Marketing
• International Marketing Management
• Consumer Behavior
♦ Bachelor degree in Marketing Management from Arab Academy for Science, Technology & Maritime Transport Faculty of Management and Business Administration ♦ Pyramids American school (American Diploma - Class 2006)