Project Manager
RSTN Consulting
مجموع سنوات الخبرة :17 years, 1 أشهر
Achievements:
- Successfully managed an eDiscovery digitization project for a Big 4 Accounting Firm.
- Closed a digitization project for a leading Dubai-based real estate developer.
- Managed a multi-country Digital Transformation (BPM and Digitization) of a Fortune 50 Insurance Company.
Responsibilities:
- Managing digitization projects in MENA Region, from initiation to execution, up to project closure.
- Practice team management from end-users up to decision-making stakeholders.
- Initiate and govern processes, and ensure that it is followed, measured, and controlled.
- Train team members and/or stakeholders for new solution deployed.
Achievements:
- Primary POC for supporting the BPM solution a Fortune 50 Insurance Company.
- Successfully managed the stabilization phase of each departmental roll-out of the BPM solution.
- Improved support process that reduced the handling time of tickets by 20%.
Responsibilities:
- Developing frameworks such as process automation, and data visualization for tackling complex strategic and operational problems.
- Providing Change Management to stakeholders to achieve the required outcomes of the solution.
- Conducts analysis of business and user needs to develop requirements or needs for the enhancement or revision of the solution for specified business units. Utilizing expertise to ensure that the business' needs are captured.
- Provide Quality Assurance (QA) support to ensure that the solution deployed meets the requirements of the client.
- Provide training and coaching for the business to ensure smooth transition towards the new implementation.
- Gather, enhance, and document Business Requirements and Functional/Technical Design Requirements.
Responsibilities:
- Serves as primary point of contact for internal and external clients and various departments/divisions to resolve outstanding issues, comply with customer requests, and respond to client inquiries
- Provides support in research and resolution of problems and inquiries
- Interfaces with clients to determine present and future needs and discusses progress toward solutions
- Identifies additional opportunities to provide more products, services or other resources to prospective client and refers to managing director/relationship manager
- May participate in business reviews to learn about clients' strategic direction as well as gain a good understanding of the products and/or services Kentessa.com and Flowershop.ae is offering
Accomplishments:
- Supported Fortune 500 companies.
- Achieved Six Sigma Green Belt Certification.
- Supervising the performance of a team of 13-18 direct reports.
- MS Excel Trainer for Supervisors.
Responsibilities:
- Effectively interact with team members that have diverse backgrounds, while maintaining open lines of communication and being an advocate of team members.
- Coaches on a regular basis by providing feedback that is specific and constructive for incremental performance improvement.
- Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing and completing performance appraisal of work groups.
Accomplishments:
- Achieved Six Sigma Yellow Belt Certification.
- Implemented multiple processes for the program supported.
- Initiated various developmental activities such as MS Excel training/workshop for Supervisors.
- Supported Fortune 50 companies.
Responsibilities:
- Initiating and executing plans for unusual volume or agent availability situations.
- Providing real-time management of agent productivity, performance exceptions and schedule adherence in collaboration with operations and the command center.
- Managing and tracking client, program, or line of business performance to meet or exceed contractual requirements.
- Working with large, disconnected and/or unstructured datasets, and convert it into a user-friendly content.
Accomplishments:
- Supported a Fortune 500 company: Qwest Communications.
- Created various trackers for the program I supported using MS Excel.
- Achieved Six Sigma White Belt Certification.
- Implemented multiple processes for the program I supported such as Communications Dissemination Improvement Plan.
Responsibilities:
- Primary communications interface and point of contact between the client corporate office or site and all employees within the program.
- Interacts with client regularly to understand process changes and provide feedback on initiatives implemented within the program.
- Assesses current process challenges and recommends solutions to Business Communications Manager and/or Program Head and the client for the betterment of the business and agents.
- Coordinates evaluation and dissemination of agent informational resources and updates.
- Program level management of ALL methods and procedures communications on all process, product, and procedural changes in either client and/or TeleTech initiated.
- Coordinates site efforts to effectively represent the TeleTech name through community relations, community fundraising, and other community related events.
- Coordinates with program head, site or client with regards to Incentives, Rewards and Recognitions in the program.
- Handles business needed reports such as the score card of each agent and team lead, maintaining the roster, generates daily, weekly and monthly performance report of the program.
Accomplishments:
- Top Specialist for November and December 2006
Responsibilities:
- Assisting customers over the phone by resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues.
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, DSL, VOIP, etc.
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