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With +8 years of account management and operational excellence experience in Background Screening Services industry, I bring along with my drive for success, critical thinking, Analytical and problem-solving skills wherever I go. I have worked with national and multi-national companies with a high level of professionalism and ethics. My goal is to ensure the best experience for the clients.
I am passionate about constantly increasing the benchmark in client satisfaction and engagement, process efficiency, working cohesively with teams across the company and ensure successful outcomes for the company and its clients.
I thrive in a fast-paced environment that changes regularly and pride myself on being a team player who is adaptable to change and can wear multiple different hats as and when required.
Designing the entire workflow process for operations and managed to enhance and standardize the process by outlining the steps necessary for the service delivery.
Participating in hiring new staff by selecting qualified candidate, allocating them for the appropriate job role and managing the training documentations and sessions.
Monitoring resources allocation and preparing weekly/ monthly plans to handle the service requests volume with available resources.
Preparing and updating the service tools and materials for daily operations by preparing knowledge base which reflects daily updates on process, instructions and news.
Monitoring day to day resolution closure of service requests to ensure meeting the SLA for each client.
Proving adherence of clients SLA by publishing performance statistical reports monthly/quarterly/annually and
ensuring all corrective and preventive actions are taken.
Proposing operational scaling up plans by projecting the breakdown of cost in terms of human resources, tools and venues and I managed to execute a plan that led to minimize the outsourcing of the operations related aspects to 40%
Spearheading process improvement initiatives by monitoring the overall functioning of processes, identifying improvement areas and implementing measures to expedite the turned around time of process which contribute in decrease the service cost and maximizing customer satisfaction level.
Establishing direct contacts with best vendors worldwide for experience share, enhance our current service delivery and selling our service in return.
Participating in sales and management meetings to maximize the revenue generation and managed to find out new port of receiving new service requests by providing public web portal to be capable for targeting individuals and or organizations. Accordingly, I managed to work closely with IT team to design the workflow of that portal and get it integrated with the operations backend platform.
Taking a seat with sales and IT team in the meetings with clients to streamline the process of API integration by identifying the points of connections among both parties and managed to integrate with one of the largest technology companies in the region very smoothly.
Monthly and quarterly operations performance presentation for the management.
Retain existing clients by providing day to day support and ensure clients satisfaction
Enhance the professional relationship with the decision makers and build strong personal relationship as well.
Work as business partner with clients, ensuring regular meetings and reviews to understand the client’s needs and the SLAs are being met.
Upselling to existing clients and maximize the revenue generation.
Assist sales team with the annual sales strategy and expansion plan as well as the forecasting and pipeline
management.
Co-ownership of account plans, budgets and reporting on client performance status to the line manager.
Commercial Management & Negotiation by Supporting the line manager with negotiating commercial & Managed Services agreements with clients.
Work with the Delivery team, Sales team and operations team to ensure first class service delivery is maintained with all clients.
Management and ownership of regular client feedback (Monthly, Quarterly) on all aspects of service delivery activities.
Regular site visits to maintain an efficient work environment.
Lead a team of twenty members across the Kingdome to ensure highest level of customer support, provide professional resolution of all type of quires.
Continuous improvement on the materials and process to enhance contentment the highest level.
Work closely with team from different departments across the company to improve efficiency and service delivery.
Managing insufficiency applications and support customers on how to fulfill the requirements.
Handling customer escalations on timely manner.
Offer inspiration and training of customer support personnel on how to attain business sales objective.
Conduct group meeting to discuss crucial issues and share knowledge.
Ensure the team target is achieved on a daily basis.
Performance review with direct manager and agree on next milestones achievement.
Daily/Weekly/Monthly cash reconciliation reports
Handling applicants queries at international level.
Data entry.
