Victor Mikhail

**** ******** ***, ****, *******, 53718 WI

CELL: 608-***-**** ac1g17@r.postjobfree.com

SENIOR MANAGER CONTACT CENTER

Positioned to deliver leadership excellence, proven resource maximization methodology, innovative operational efficiency, and cost reductions.

PROFESSIONAL PROFILE

High-performing operations-management executive with expertise in building/optimizing organizational processes, measurement systems, and infrastructure to maximize business results in manufacturing and service operations worldwide, including commercial air travel, manufacturing, and retail/service industries.

A successful professional who combines knowledge with hands on experience to develop and implement strategies across Contact Center channels and social media that enhance customers’ experience, increase engagement and improve ROI.

Balanced and experienced leader of multi-cultural global teams, that required a broad skill set including project and change management, team management and strong interpersonal relationship building that enable influence to drive change at a senior management level to ensure successfully delivery and implement solutions.

Effective communicator with superior detail orientation who gathers and imparts information effectively across all management, department, and discipline levels and engenders collaborative spirit, consistently resulting in extraordinary outcomes.

AREAS OF EXPERTISE

Business Process and Strategy Development

Strategic/Tactical Business Planning and Implementation

Process Redesign

Operational Efficiency

Financial Analysis

Budgeting

Business Expansion

Growth Planning and Implementation

Cost Control

Organizational Design

Change Management

Quality Management

Performance Management

Decision Making

Negotiation, Persuasion, and Communication

Mentoring and Motivation

Multi-Channels Contact Center Technologies and Metrics

Training and Leadership Development

Problem Solving

Dynamic Leadership

Multi-Site Operations

PROFESSIONAL EXPERIENCE

Senior Operations Manager, Qasr Al Jandol for General Trading (Private Family Business)- Kuwait, Kuwait, April, 2016 to Present.

Lead and manage all operations related to heavy equipment purchasing, closing deals, arrange and agree on importing process from different countries to our clients in Kuwait with the best cost-effective and efficiency.

Senior Manager Contact Center, Boubyan Bank - Kuwait, Kuwait, January, 2012 to Mar, 2016.

Provided leadership for more than 120 employees and managed all resources of Boubyan Bank Contact Center with multiple channels of inbound, outbound, IVR, Social media, Internet Banking, Chat, Email, and Interactive Video teller machines.

Planned and implemented policies, procedures, and operating performance standards that increased sales and ROI.

Transformed the department from a small call center with single channel of inbound calls to be multi-channels contact center by implementing new Genesys platform with (Inbound – Outbound – Chat – E-mail - Social Media – Video Calls through Interactive Teller Machines ITM,1st of its kind in the country, –IVR - WFM) with high availability and Disaster recovery infrastructure.

Awarded for outstanding effort in New Multi-Channels Contact Center Project implementation of Boubyan Bank 2014.

Oversee all Call Center operations, including sales, customer service, Quality Assurance, Workforce management, customer care, and multimedia team.

Delivered unprecedented results by increasing customers satisfaction rate to reach %96 that resulted in wining best customers’ experience contact center across the country in banking sector for 2014 & 2015.

Awarded for Best Customers’ Service Channel for 2013 and Q1-Q3/2014 recognized by Boubyan Bank top management.

Maintained the sales growth conversion rate with %120 year-over-year for two years.

Prepared and administered division budget, monitors and controls expenditures.

Implemented multiple initiatives and games that motivate the team to create a healthy work environment that maintains an overall positive moral between individuals and enhanced the sales growth.

Implemented new innovative techniques that can create the difference in each customer’s experience not limited to Personalized caller identification, Abandoned callback recovery, Automated customers’ satisfaction surveys and others.

Recruited, screened, and hired staff for new and growing services.

Participated in developing and implementing unique computerized claims system for the bank wide.

Chosen as a talented professional for the bank leadership talent program as a result of outstanding performer for 2015.

Senior Manager Call Center, Kout Food Group (KFG) - Kuwait, Kuwait, January, 2011 to January, 2012.

Planned and implemented policies, procedures, and operating performance standards that increased sales and ROI.

Planned and Implemented new call center project with new Avaya CCM platform (ADT & IVR) and built new customized operations location with cutting edge equipment.

Provided leadership for more than 200 employees and managed all resources of KFG Call Center with multiple sites of inbound, outbound, and outsourcing call center resources for 3rd party business.

Delivered unprecedented results by increasing customers satisfaction rate to reach %90.

Achieved sales growth conversion rate with %119 year-over-year for 2011.

Recruited, screened, and hired staff for the growing volume of business.

Managed immediate reporting staff include setting up training plans, completion of annual Appraisals, and administrative activities according to policies and procedures.

Contact Center and Customer Care Manager, Jazeera Airways - Kuwait, Kuwait, August, 2009 to Jun, 2010.

Provided leadership for more than 60 employees and managed all resources of Jazeera Airways Contact Center, Customer Care, and Airport Ticketing desk.

Design and implement Balanced Scorecard with clear KPIs for all roles within department in order to enhance efficiency and achieve global goals of organization.

Achieved sales growth conversion rate with %114 year-to-date over last year.

Call Center Resources and Strategic Project Manager, National Bank of Kuwait - Kuwait, Kuwait, January, 2001 to Mar, 2009.

Managed performance and utilization of more than 170 employees for multiple sites contact center and lead the contact center team to achieve individual, contact center and network commercial objectives.

Analyzed performance statistics and revenue data to determine operational trends and provide solutions to increase sales, and service quality.

Run multiple analyses and reports that related to forecasting, capacity planning, and scheduling to achieved targets of SLA, ASA, and occupancy, in addition to IVR utilization rate.

Managed and implemented Teleopti Workforce Management system, and IP telephony inbound/outbound/IVR CISCO IPCC system.

Participated in developing and implementing computerized leads management system between the Contact Center and branches network.

Drive process improvements across operations, as well as improve claims & transactions processing, and customer service through process automation.

Provided ongoing root causes identification of complaints and put forward proposals to the top management team for improving processes, and systems to ensure long-term solutions provided.

Awarded for Outstanding performance for 2004 & 2005 – honored as employee of fourth quarter of 2005 from NBK Executive Management.

Earned numerous of excellence certificates for exceeding productivity goals.

Attained fast-track promotion through series of increasingly responsible positions:

oWorkforce Manager April 2006 – October 2008

oWorkforce Officer January 2004 – April 2006

oHead teller June 2002 – January 2004

oTeller January 2002 – June 2002

oPhone Customer Service Representative January 2001 – January 2002

EDUCATION

Bachelor of Science in Information Technology & Computing, Arab Open University, Kuwait / Open University, United Kingdom, 2007.

Diploma - Computer Science major; Additional business majors in accounting and management, Kuwait 2000.

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