Manager Customer Service

JALAL SHAWWA

Furlong, PA *****

954-***-**** ***********@*****.*** linkedin.com/in/jalalshawwa

GLOBAL CONTACT CENTER EXECUTIVE / CLAIMS OPERATIONS

Global Operations Executive, General Manager, with demonstrated experience leading across geographies under diversified structures (in-house, outsourced, and captive) and high-energy leader with a passion for improving customer loyalty. Build strong teams that execute strategy and achieve goals. Grow revenue, reduce costs, and strengthen compliance. Lead large-scale technology and process re-engineering projects for improved customer satisfaction and business performance. Hold Outsourced teams to high KPI standards and incorporate them in the overall business to create a one-operation, one-culture mindset. Lead complex US and global operations in highly regulated environments. Reputation for achieving results through highly engaged, loyal people, agile processes, and supportive technology.

Omni-Channel Customer Experience Operations People Leader and Communicator

Process improvement Six Sigma trained and certified Change Management Negotiations

High Performing Teams Relationship Leader Collaborative

EXPERIENCE

Guardian Life Insurance, Bethlehem, PA 12/15 – Present

Vice President (2nd), Direct to Consumer (DTC) Contact Centers, Operations, and Service Delivery

Oversee customer service staff of ~350, Call Center, Complaints resolution, Claims, On-boarding, Enrollment and Eligibility, Billing, Payments Gateway, Operational Risk, Vendor and Provider Support.

Created the Service Delivery function for a startup operation focused on making Guardian insurance coverage accessible to those not covered by workplace benefits programs.

Generated millions in revenue and offer an easy way to track policies and claims through Guardian Direct® (guardiandirect.com), consumers have a new, digital way to research and buy dental, vision, accident, critical illness, and pet insurance. Guardian Direct.

Opened the Appleton, Tempe, Chennai-Gurgaon, and Manila sites (In-house, captive and outsource)

Led the development and implementation of the DTC Strategic project (EIS) Policy Admin for the Service area. Hands-on agile product owner leadership.

Collaborated with Tech Partners to source an end-to-end cloud-based, API enabled, digital-ready new platform instead of leveraging legacy systems.

Achieved productivity, SLAs, OKRs (QA/Audit 99%) and overall customer satisfaction targets (CSAT 91% & NPS 55).

Reduced calls to live agents by over 20% by rolling out self-service IVR options.

Delivered solid financial numbers (2019 volumes grew by 12% while expenses decreased by 1.2%).

Fostered high employee engagement levels above company and industry benchmarks (most recent full survey: 88% participation, 90% engagement).

Implemented Chat, Tealeaf, allowing a co-browsing to enhance customers’ Digital Experience overall improvement of ease doing.

Founded the DTC Operational Risk and Compliance function supporting DTC and strategy teams; created a culture of proactive identification of risk gaps.

Visa Inc 12/00 – 12/15

Vice President, Miami, FL, 11/07 – 12/15

Head of Global Customer Assistance Services (GCAS), Digital Customer Service/ Visa On-Line Clients Support

Jalal Shawwa ***********@*****.*** Page Two

General Manager, Profit and Loss owner of $80 million budget. Provided strategic direction and executive leadership for Visa’s Global consumer operations. Managed staff of ~700, supported over 7 million customer contacts per year in support of 14,000+ Financial Institutions, and over one billion cardholders.

Developed and led the implementation of a global consumer strategy in support of Visa’s IPO.

Consolidated five contact centers to three in-house and outsourced multi-lingual operations and replace the CRM with Oracle service cloud.

Implemented Genesys and created Global digital customer care including social care.

•Provided Visa with ongoing revenue-generating consumer operations, resulting on average of 20% yearly increase in revenue.

•Reduced operating expenses by 24% over 5 years by introducing Omni-Channel, self-service IVR options, and consolidation of the Contact centers into three key operations.

•Integrated two acquisitions, PlaySpan (Startup Company) and Visa Processing Services (VPS), insourcing their operations and driving significant cost and quality improvements.

•Delivered consistently high Service Levels, QA scores, VOC scores, and Employee Engagement.

•Managed four Global Contact Centers in Miami, Austin, Singapore, and Manila (in-house, captive, and outsourced) in addition to seven Global Distribution Card Replacement Embossing Hubs in Sydney, Sao Paulo, Cologne, Louisville, Miami, and Singapore (2).

•Oversaw all Visa Online client and reporting helpdesk.

•Managed Global Key Client relationships, Business Development, and Sales initiatives for GCAS and praised for strong relationship skills and collaboration.

•Led the highly anticipated Visa Apple-Pay consumer and client contact center support initiative and Apple-Pay help desk.

•Led auditing across all sites and vendors to ensure company standards

•Managed Expedited Emergency Card Replacement for lost/stolen cards with fastest worldwide service (SLA: 24 hours).

ADDITIONAL RELEVANT EXPERIENCE

Progressive Management, Visa USA, Owings Mills, MD - Director, Sales and Project Implementation, Global Customer Care Services, Regional Business Support Manager, Customer Service Manager

Alliance Global Assistance, Richmond, VA - Manager, Service Delivery

AXA Assistance USA, Inc. (formerly US Assist), Chicago, IL, Area Manager, Manager, Concierge and Operations, Global assistance (Financial) Team Supervisor

EDUCATION

Master of Business Administration (MBA)

Johns Hopkins University, Carey Business School, Baltimore, MD

Bachelor of Arts (BA), International Business/ International Relations

Cornell College, Mt. Vernon, IA

CERTIFICATION

Six Sigma Green Belt Certificate (Bank of America Suppliers Certificate)

HONORS / AWARDS

Nominated for the Guardian CEO award and the Team CEO award

Selected to lead Visa Information Center at Salt Lake City Winter Olympic Games

Iowa Commendation Medal, Iowa National Guard

MILITARY SERVICE

US Iowa National Guard

LANGUAGES

ARABIC

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