هادي ضناوي

Driving transformation in a large-scale BPO project supporting a leading global social media platform by applying systems thinking, enabling cross-functional execution, and delivering scalable solutions. Focused on continuous improvement through real time monitoring and strategic quality frameworks. During mytime at TP, Ive had the opportunity to:
-Design and lead a clustering project in collaboration with local and global cross-functional teams to uncover behavior-based trends, resulting in a 75.9% reduction in overkills between Januaryand April 2025 through targeted action plans.
-Develop and automate scalable policy alignment processes using no-code tools, centralizing workflows to increase efficiency and reduce manual workload. This initiative maintained consistency rates above 80% from May to July 2025, improved blind moderation adherence by 30%, and increased overall Dual-Moderation accuracy by 5%, raisingthe rate from 75% to approximately 80%.
- Deliver QA-focused training sessions globally, empowering teams with standardized qualityframeworks and best practices to sustain operational excellence.
- Design and implement real-time monitoring systems featuring dynamic dashboards and automated alerts, enabling proactive workforce management andimproving daily productivity.
- Develop automated workflows to streamline QA appeal processes within Customer Service Operations by capturing disputes, flagging anomalies, and ensuring accurate reassessments with minimal manual intervention.
- Translate complex QA signals from large datasets into strategic insights via interactive dashboards and detailed reports, enabling faster, data-driven decision-making across cross-functional teams & LOBs.
- Enhance root cause analysis reporting by incorporating deeper analytical methods to uncover underlying issues and drive effective corrective actions.
- Apply Agile methodologies and deliver strategic reporting in collaboration with internal and external stakeholders.
- Lead process alignment initiatives that elevated KPI performance and strengthened operational consistency.
- Collaborate consistently with stakeholders to support policy-driven decision-making through weekly calibration sessions.

Served for 3.5 years as a Quality and Performance Analyst in a healthcare setting, driving operational excellence through performance incentives, data-driven auditing, advisor coaching, and patient-centered process improvements.
Key contributions and achievements include:
- Initiated and designed a performance incentive program that increased overall results by 21%.
- Built and developed an interactive descriptive dashboard that provides insights and end results on health advisors daily KPIs and monthly sales revenues.
Improved patient satisfaction by 9% in 2023 by implementing detailed auditing processes for treatment plans and optimizing administrative workflows, reducing service errors, and enhancing overall patient experience.
- Led continuous investigations and precedent-based root cause analyses to optimize and update healthcare norms, guidelines, and regulatory procedures for health advisors and hospital staff.
- Designed, delivered, and evaluated online and in-person training seminars for prospective
and existing advisors.
- Fostered continuous improvement by coaching health advisors on over-the-phone sales strategies, patient-advising techniques & follow up, objection handling, and clear medical tourism communication - enhancing both conversion rates and patient trust.
- Regular daily tasks included: conducting market research, process optimization, developing ad-hoc reports, evaluating sales performance and operations, and analyzing collected data to provide actionable business insights and recommendations.

Revitalized the art of client intermediacy by introducing high-impact sales
techniques and elevating customer service practices, while strictly adhering to the
full BPO sales lifecycle—from initial client engagement and needs assessment to
product presentation, conversion, and successful delivery.

As a department, attained a percentage of approx. 110% of the target sales set
- during the Christmas season of December 2018 - and a percentage of approx.
90% for the following years month of December 2019 despite the low expectations
that were projected by management due to economic factors.
Main achievements included:
Introduced new lucrative insights for the electronics section, through conducting a
Market-Basket analysis, that boosted sales & products turnover by 23%.
Slashed the quantity of outdated products by dealing with return to vendor cases
optimally.
Received a Letter of Appreciation within my initial year due to my high drive, initiative,
positive impact and operational contributions.

Managed to through an internship
Credit Libanais Investment Bank HQ, where gained hands-on exposure to
fundamental financial procedures performed daily. These procedures ranged from
fee settlements and transaction rectifications to loan and interest evaluations.
As an intern, my key responsibilities included: auditing financial records, managing
account settlements and loan schedules, analyzing performance data, and
conducting profitability reviews while ensuring compliance with regulatory updates.