Manager Customer Service

Iman Issa

Tel: +1-647-***-****

Email: *********@*******.***

Management Profile

Diversified Professional Experience in Banking & Telecommunication Call Center services,

seeking to work in a reputable Organization as part of middle management while integrating

excellent experience, leadership & management skills to enhance organizational objective &

performance to world class levels.

Profile at a Glance

• Self-motivated and team spirit player accompanied with good experience in Banking –

Customer services and Telecommunication sector – Call center services.

• Excellent analytical skills and strong presentation skills.

• Keen communicator with ability to relate to staff in all hierarchal levels, liaising with staff,

management, Board and customers and establishing a strong relationship with them.

• Strong skills in building up teams and facilitator, fostering an atmosphere that motivates

highly talented staff to reach maximum productivity.

• Excellent negotiation skills with customers and ability to provide top notch services that meet

their requirements and expectations.

• Strong experience in operations unit and ability to develop job’s related policies and

procedures.

Professional Experience

Extensya

Senior Manager – Service Delivery (April 2011- Dec 2012)

Select Highlights

• Act as a link between client (Telecommunication Service Provider) & Extensya including end

to end relations & client life cycle.

• Responsible for account management and daily operations requirement.

• Manage client’s complaints regarding operational issues related to their account.

• Act a point of contact for operational planning and coordination with other business functions

to ensure well obtained collaboration at all times.

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• Establishes and subsequently manage a process for end to end handling of client’s

complaints and arrange to rectify them by putting needed action plan.

• Conduct post resolution follow up with client to ensure complete satisfaction.

• Conduct weekly / monthly feedback report and Executive Summary to Extensya COO and

CEO covering client’s complaints handling, adherence to signed SLAs, key issues and

action plan.

• Prepare client’s review update presentations covering all aspects of the account on monthly,

quarterly and semiannual basis.

• Actively participate in development process, client surveys and Quality Assurance through

continual analysis of services and satisfaction level of the client.

• Establishes healthy working environment to encourage team work.

• Involved in the hiring process for candidates to be hired to the account and conduct Exit

interviews.

• Full involvement in the preparation of Compensation Plan to motivate staff to meet client’s

KPIs.

• Involved in Business Development and expansion within the same account as well as

seizing other opportunities with other potential clients.

• Responsible for the preparation of the monthly invoices to client and follow up process to

ensure timely submission and settlement.

• Full involvement in the PL tracking and updates to ensure meeting / exceeding budget

numbers and forecasts (revenue side).

PricewaterhouseCoopers (PwC)

UAE PI Group – Operations Controller (Apr 2007 / Aug 2007) U.A.E.

Select Highlights

• Review staff schedules and recommend new assignments after getting needed approvals.

• Design daily plans, worksheets and study sheets.

• Monitor actual billable time versus plan (data received from Accounting and finance to be

analyzed and report any discrepancies to Senior Management).

• Forward utilization plan agreed with PI COO to all PI staff. Monitor the right execution of the

plan.

• Manage delivery of risk management process.

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• Manage production of weekly reporting.

• Coordinate weekly meeting for the COO.

• Assignment authority committee, coordinator

Gambate! Communication Consultants

Admin Manager - Dubai, U.A.E (Oct 2005/March 2007)

Select Highlights

• Created and managed the Business Administration System Unit responsible for developing

several Policies & Procedures for the company (HR, Admin, etc).

• Managed day to day Admin activities (e.g. handle vendors, purchases…etc).

• Conduct periodic reviews to ensure staff adherence to Company’s policies and procedures.

• Ensured that all units are functioning properly and helped in problem solving and decision

making in terms of client’s complaints, supplier’s agreements and staff demotivation.

• Managed the Information Systems, such as directing staff on organizing their data records,

managing the shared drive folders, ensuring proper circulation of the information while

focusing on reducing Cycle Time.

• Partially involved in updating the Company’s Business Plan and Marketing Strategy, through

discussing Company’s Mission and Vision with the top Management and helping in

assessing the available resources, and identifying the possible achievable goals.

Citigroup N.A.

Retail VIP Customer Services – Jordan (July 2004/May 2005)

Select Highlights

• Provide Account Opening services to High Net worth and VIP customer.

• Provide support to HNW and VIP customers that included responding to their queries and

facilitate their transactions.

• Assisted the Branch Manager in preparing different reports.

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• Assisted Branch Manager in reviewing Internal Control Unit Reports and other Compliance

reports and arranged to prepare feedback and implement needed action plan.

• Prepared different Correspondences to customers and or other entities.

• Played a major role in a project to classify / close different customer’s accounts in the bank.

This included the initiation phase, planning phase and implementation phase.

ALnejma Pharmaceuticals

CEO’s Office Manager & QMR, Jordan (Jul 2000/Feb2004)

Select Highlights

• Acted as PR officer for the company.

• Explored different prospect markets and reported same to Technical Manager for further

study.

• Assigned as the QMR (Quality Management Representative).

• Received Train the Trainer Training and Auditing of ISO 9001.

• Coordinator with ISO External Auditors for the Certification.

• Worked with GM in preparation of initial Business Plan and Marketing Strategy plan.

• Handled part of HR work.

• Handled incoming and outgoing correspondences.

• Worked with other departments and provided support on their different projects.

• Involved in updating Company’s Brochure, website and worked on different presentations.

• Prepared CEO’s day to day Agenda

Credentials

Education:

BA in Business Administration Systems – Arab Open University / The Open University – UK

(2006).

Trainings:

-English language course, House of English, UK, years, 1993, 96, 98

-Ms Office 2000, Washington academy, Amman

-AML, and anti-fraud, Citibank, and anti-fraud in The Association of Banks in Jordan/ 2004

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-ISO 9001 implementation and audit induction, Alnejma by 2002-2003

- QA & Customer Service, line of Business training (Mobile & fixed lines) – Emirates Integrated

Telecommunication (du) / 2011-2012

Personal Dossier

Date of Birth: 25th April 1982

Languages: English and Arabic

Nationality: Jordanian, Resident in Canada

References: Available upon request.

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