Rohail Addin Khan

• Lead CX operations, workforce management and contact center technology support for a 24/7 multilingual omnichannel operation across voice,
tickets, social media, callbacks, complaints and digital channels.
• Support an enterprise operation with 350+ agents, 15+ supervisors and 20+ team leaders, handling 8, 000+ daily calls, 6, 000+ daily tickets and
2, 000+ social interactions.
• Lead WFM activities including forecasting, scheduling, shrinkage planning, capacity planning, real-time monitoring, SLA tracking and queue
optimization.
• Administer and support Cisco Webex Contact Center including queues, IVR flows, routing strategies, tenant administration, reporting,
troubleshooting and integrations.
• Manage Eleveo WFM/QM support including user setup, forecasting, scheduling, QA workflows, scorecards and operational reports.
• Support Zendesk, ServiceNow, Genesys, VoIP, SIP, PSTN, IVR, gateways, VMware, Active Directory and enterprise support environments.
• Coordinate with Cisco, PSTN providers, system integrators, telecom vendors and platform support teams to maintain service continuity and
resolve technical issues.
• Contribute to client meetings, SLA reviews, operational presentations, reporting governance, process improvement and performance follow-up.
• Supported strong performance outcomes including SLA around 95%, CSAT around 94%, service satisfaction around 94%, abandonment near 1%
and ASA under 15 seconds.
• Supported business continuity recovery during a major infrastructure disruption by helping restore backup contact center capability within 12
hours.

• Founded and manage a mining and mineral network focused on business development, supplier coordination, client outreach, operational
planning and process structuring for mineral-related projects.
• Lead business development, stakeholder communication, documentation, proposals, presentations, commercial follow-up and operational
coordination with potential buyers and partners.

• Managed contact center operations for multiple Saudi government service projects, leading 125+ agents, supervisors and support staff across
high-volume customer service environments.
• Oversaw daily operations, team performance, SLA tracking, service quality, productivity, escalation management, resource planning and
operational reporting.
• Supported government projects including Ministry of Housing, MOH, MOE, MOT and MOSA, contributing to SLA, AHT, AWT, abandonment,
productivity and service quality improvements.
• Contributed to CRM workflows, IVR design, digital reporting, process improvement, cost control, pricing input and proposal preparation for
outsourcing projects.

• Founded and scaled a private educational institution to 200+ students across two branches, leading operations, people management, admissions
growth, financial oversight and administrative governance.
• Implemented digital systems for enrollment, reporting, fee management, student records and internal communication while developing KPI
tracking and operational processes.

• Managed training operations, program delivery, scheduling, reporting and performance follow-up across English language, IT, DIT and
professional development programs.

• Provided multilingual Arabic-English interpretation, customer handling and service coordination in a high-pressure airport environment.

• Supported MIS reporting, operational coordination, documentation, planning follow-up and internal communication for banking operations and
sales support activities.

• Managed business development, market research, proposals, presentations, RFP responses and project coordination for leadership and
educational development initiatives.

• Provided frontline telecom customer support, issue resolution, escalation handling, service coordination and customer communication.