Sales Customer Service

GHADA KHAZBACK - Business Analyst

TORONTO, M*J *B1 *********@*****.*** 416-***-****

PROFILE SUMMARY

Dynamic, goal - oriented and self motivated professional with 18 years of experience in business analysis, data analytics, financial management and customer service roles and responsibilities. Highly skilled in various areas of businesses which include financial analysis and modeling, business process re-engineering, sales operations, business development, risk assessment, controls, customer service, as well as systems implementations (SAP & CRM) to manage work effectively. Utilizing my analytical ability, conceptual and problem solving skills, effective communication and leadership skills to benefit the organization and personal growth.

Over 18 years of experience working in the energy industry in supervisory and leadership responsibilities for business management and financial responsibilities.

Areas of Experience:

Business Analysis: Business Planning and Organization, Requirement Gathering and Documentation, Process Investment & Re-engineering, Process Design Documents (PDD), Solution Design Documents (SDD), Contract Administration, SAP SME, Data Analysis, Robotic Process Automation (RPA), Training and Management Awareness, Corporate Policies, Advanced Excel, MS Access and database management software tools, and computer applications (including SQL queries), Business Case Modeling, Business Intelligence tools (Tableau), Information and task monitoring, Judgment and problem solving, Data Management System and customer information system (CIS).

Financial and reporting: Financial management, building financial models & forecasts, pricing analysis, sales forecasting, accounting, budgeting, cost analysis, cost control, auditing - cost and benefits, project costs and analysis documentation.

Tools Proficiency:

●Data Analysis - Tableau, SQL, Advanced Excel, MS Access

●Business Operations - JDE, SAP, CRM, Contract Management, Accelio, SharePoint & Workflow Management System (WMS)

●Excellent knowledge of Ms-Office packages (Word, Excel, PowerPoint, and Access).

PROFESSIONAL EXPERIENCE

Quality Coach Analyst 07/2020 – Present

Concentrix Technologies Services Canada

●Monitors, evaluates and audits a sampling of inbound and outbound calls and other contact methods (chat & email)

●Reports results of evaluations to appropriate Business stakeholders and Management

●Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices

●Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes

●Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies

●Participate in quality task forces with Business stakeholders and Quality Leadership Management

●Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated)

●Complete phone time to keep current on programs (as applicable)

●Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Technical Support Advisor 11/2019 – 06/2020

Concentrix Technologies Services Canada

●Handle Apple’s iOS technical support cases through phone and email submission that usually focus on specific product segments, addressing both hardware and software related issues, analysis, driving outside-the-box solutions, effectively communicating information with team members and customers

●Work with various lines of businesses (LOBs) to identify automation opportunities through technical analysis and understanding of business requirements, Reporting/escalating issues through the appropriate channels

●Proactively identifies ways to avoid recurrence of customer issues by regularly improving the processes, reviewing technical articles, and recommending changes

●Responsible for all additional ad-hoc activities as business needs dictate.

Senior Business Analyst 04/2018 – 12/2018

ExxonMobil

●Led the business planning, strategy development, policy making, financials, budgeting, and management process development for customer service and business operations in Europe, Africa and Middle East business centers.

GHADA KHAZBACK *********@*****.*** 416-***-****

Continued:

●Managed and completed the annual budget & planning process/cycle including preparation of regional and functional budget plans with forecasted balance sheet plan GL close, account reconciliations, internal control accounting systems, financial - cost and benefits forecasts and complex SQL Statement.

●Created and maintained information databases to support decision-making of CS management through workshops, presentations, reports and sessions to identify and analyze complex business issues, recommend solutions for improvements in business process methods, financial process and budgeting.

●Gathered and analyzed business information for Customer Service Management Team and recommended solutions to the senior leadership. Responsible for documenting and defining business requirements.

●Led the analysis preparation of comprehensive reporting for business performance, databases and dashboard, presents data in various formats including charts, graphs and tables to Customer Service Senior Management and decision makers through;

-Managed the compilation of monthly, quarterly and annual performance presentations, reviews & reports.

-Prepared monthly and quarterly financial reports and OPEX (operating expenses) Analysis review; which includes a close review and analysis of all vendor' invoices, receipts reconciliation. Review client invoices to ensure they are in accordance with the contract terms.

Developed and monitored process and controls related performance related measures and KPIs;

-Coordinated in the operation for Robotic Process Automation (RPA) information systems strategies, procedures, guidelines and architectural framework

-Ensured flawless operation through conducting in-control process for all customer service activities, ensuring adherence and compliance with controls by examining and proper documentation

-Provided back-up support for other Contracts Analysts, review contracts terms and associated information to ensure generates appropriate results

-Participated in internal and external audits.

-Conducted operation research

Assisted in the pricing analysis and guidelines development and ensured all related support procedures and systems are maintained and updated.

EAME Sales Operations Team Lead 05/2011 – 03/2018

ExxonMobil

●Led sales operations team of seven employees for operational excellence & superior global process execution.

●Managed sales/customer information systems such as CRM tools and SAP ERP to forecast customer needs and ensure customer satisfaction is met and sales and business objectives are achieved.

●Responsible for accurate administration of various contract records, ensure periodic reports on contract expiry dates and KPI's are issued timely, Process contract activations and executions and administer customer pricing, track and report out on the contract expiry report, plus owned monthly and annual account reconciliation for all customer agreements.

●Prepared customers’ contracts renewals while facing time pressure. Spearhead all challenges & priorities related to internal & external interfaces. Drive Contracting Guideline implementation and compliance across EAME. Analyze data to ensure accurate reporting, and ensure contracts are being managed well in advance of expiry & update contract database.

●Supervised improving, updating, enhancing, and maintaining all sales procedures, processes, job aids, work instruction of the sales processes & tools according to the business dynamic needs, process evaluation verification (PEV), controls catalogue, management of change (MOC) to match with controls requirements. Leverages the existing processes to execute contracted pricing for customers, the production of process design documents (PDD) and solution design documents (SDD).

●Provided capital evaluation to analyse and create financial forecasts for capital management with reports and recommendation for business stakeholders. Identifies and advises on the resolution of a range of critical contract issues. Identify the root causes for pricing discrepancies. Collaborate with internal and external customers to ensure timely resolution and future prevention of pricing discrepancies.

●Managed and document requirements for the end to end reporting process. Design and implement processes for data collection and data transformation.

●Trained cycle re-design and promoted management awareness & commitment towards processes & controls through conduction of all Processes/Control Awareness Training/Presentations for all sales forces. Develop/coordinate corporate policies, procedures and guidelines. Ensures control awareness / prompt communication to Business Line.

●Acted as controls reference point, stewarding controls indicators, coordinating controls activities (Audit, BHC, UIA). Head 4 Audit Cycles; preparations & communications, training, presentations & documentation across the sales organization and follow up process on opened issues which resulted in increasing the percentage of closure by 60%.

●Ensured flawless operations by conducting in-line controls and ensuring compliance by Sales Operations Team with company policies, procedures and guidelines. Monitor process health and periodically review with process owners, proactively detecting potential issues.

GHADA KHAZBACK *********@*****.*** 416-***-****

Customer Contact Supervisor 03/2010 – 04/2011

Dedicated Customer Professional Team Lead 05/2009 – 02/2010

ExxonMobil

●Led customer service employees with different scopes & different interfaces. Monitored their performances & provided them with the authority needed to effectively carry out delegated responsibilities.

●Stewarded Customer Service Team with the resources needed to accomplish results. Delegated fairly & effectively unpleasant tasks to deliver record results in all Customer care KPIs – Accessibility 98% / Order Entry Accuracy 99.9% Unbilled Invoices 0%, and exceed sales plan by 20% in 2009.

●Determined handling all customer enquiries regarding contract process, field service requests, billing, rates and payment matters and other initiatives and customer requests to modify existing accounts and services. Strengthen customers’ relationship. Promoted creative alternatives/strategies when necessary to sustain transactions Sets.

SAP SME – E-Stripes Turn Around Project 03/2008 – 10/2008

ExxonMobil

●Owned the Order to Cash (OTC) area for system enhancement project implementation for Africa Middle East. Have a track record of successfully handling multiple tasks at the same time. Display flexibility in adapting to changing conditions

●Coordinated directly with other functions & provided support when needed to ensure the completeness of all cross-functional processes & test cycles; testing of all scenarios on testing environment.

●Reduce all end users issues after implementation by more than 30%, which resulted from through reviews & analysis of all issues reported in the testing phase, provided the required feedback & ensured tracking & resolution.

●Developed training documentation & specialized training packages, plus provided group & individual training & support to all end users in Africa Middle East (AME).

Marine & Aviation Transportation Specialist 11/2008 – 04/2009

Dedicated Customer Professional (DCP) 11/2006 – 02/2008

ExxonMobil

●Received order, managed high volume data entry and checked product availability. Supported the marine stock replenishment process for package products, with the coordination of the S&D (Production Planner, Deployment Planner and Dispatchers). Monitored product cost/profitability, manufacturing productivity and overall marine products process to increase volume & profit, and support inventory management.

●Managed Customer Information System (CIS, Respond to phone calls or e-mails from customers who have questions regarding their billing, payment or service.

●Achieved 100% Order Entry Accuracy during 2008/2009. Attained 0 unbilled sales greater than 15 days through close coordination with Supply & Distribution / Global Marine Business team.

●Contributed to the reduction of the abandoned rate to 5.42% & participated in increasing the percentage of calls answered within 20 seconds to 80% in 2008 versus 75% in 2007. Participated in achieving sales results (1054 kbbl in 2007 versus 981 kbbl in 2006), & (65.2 M$ in 2007 versus 28.1 M$ in 2006). Achieved 99.91% OEA in 2007. Participated in achieving an average 95.85% Perfect Order Index during 2007 versus 93.73 in 2006.

Other Experience:

Sales Operation Specialist - Exxon Mobil 01/2004 – 10/2006

Assistant Sales & Marketing Manager - Exxon Mobil 03/2002 – 12/2003

EDUCATION

●M.A. Economics in International Development, American University in Cairo - 2008

●Bachelor of Arts, American University in Cairo - 2000

Major: Economics. Minor: Business Administration.

CERTIFICATES & TRAINING

●2020 - Data Analytics, Brain Station, Toronto

●2017 - Advanced Supervisory Program, ExxonMobil 7 Habits of Highly Effective People Training, ExxonMobil

●2015 - Finance for non-Financial Professionals, ExxonMobil

●2014 - Process Management, ExxonMobil

●2013 - Coaching Training for Supervisor, ExxonMobil

●2011 - Constructive Conflict, Corporate Learning, ExxonMobil

●2010 - Supervisory Training, Mactay, ExxonMobil

●2007 - Analytical Problem Solving Professional Training Program, Mactay, ExxonMobil

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