Manager Customer Care

Sinan Al Khatib

+1-667-***-**** • *******@*******.*** • www.databoosting.com

“I currently live in Pennsylvania, but highly motivated to relocate” BUSINESS PROCESS MANAGER / PROJECT MANAGER / DATA ANALYTICS / LEAN SIX SIGMA 14+ years of diversified experience and training in organizational performance analytics, fixing problems, decreasing costs, and optimizing processes that build new insights into making calculated business decisions that add value and revenue to the organization. Fluent in verbal and written Arabic and English Languages. SKILLS SUMMARY

Business Process Improvement Utilizing data to improve business processes. Project Management A decisive leader with a proven record of translating corporate visions into actionable, tactical business opportunities while meeting customer performance specifications. Routinely delivering on time, against fixed time schedules and optimizing resources and finances to meet customer results objectives. Data Analytics R, Python, SAS, SQL, Tableau, Predictive Analytics and Machine Learning. EDUCATION / CERTIFICATIONS / TRAINING

Master of Science: Predictive Analytics, Northwestern University 2017 Business Metrics for Data-Driven Companies, Duke University 2017 Data Visualization and Communication with Tableau, Duke University 2017 Managing Big Data with MySQL, Duke University 2017 Certified Trade & Logistics Professional (CTLP), Dubai Trade 2017 Lean Six Sigma Black Belt, International Association for Six Sigma Certification 2015 Master of Science: Supply Chain & Logistics Management, University of Strathclyde 2012 Project Management Professional (PMP)®, Project Management Institute 2012 Post Graduate Diploma: Strategic Business IT, NCC Education 2005 Bachelor of Arts: English Literature & Commerce, Bethlehem University 2003 PROFESSIONAL ORGANIZATION MEMBERSHIPS

Business Process Management Institute (BPMInstitute.org) Westboro, MA 01581 USA Sep 2019

Project Management Institute (PMI)

Newtown Square, PA 19073-3299 USA Jan 2012

EMPLOYMENT HISTORY

FIDELITY INFORMATION SERVICES (FIS), Collegeville, PA 12/2019 to Present SENIOR PROJECT MANAGER – TECHNOLOGY

Coordinate internal resources and third parties/vendors for the flawless execution of projects Ensure that all projects are delivered on-time, within the scope and within budget Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility Ensure resource availability and allocation

Develop a detailed project plan to track progress

Use appropriate verification techniques to manage changes in project scope, schedule, and costs Measure project performance using appropriate systems, tools, and techniques Report and escalate to management as needed

Manage the relationship with the client and all stakeholders Perform risk management to minimize project risks

Establish and maintain relationships with third parties/vendor Create and maintain comprehensive project documentation DP WORLD, Dubai, UAE 04/2015 to 02/2019

BUSINESS PROCESS IMPROVEMENT & E-SERVICES EXECUTIVE Wrote, initiated, developed and directed the development of new system enhancements. Met with internal customers to identify their business systems requirements and collaborated with the IT Department to implement them.

Reviewed customer concerns and issues related to business systems and identify the root cause and corrective actions.

Worked with the Quality department to conduct an audit to ensure ISO 1002:2004 compliance. Re-engineered current business processes. Supervised 1 to 5 depending upon project requirements. Key Accomplishments:

• Successfully prepared project management methodology which was applied in the department.

• Analyzed responses to customers’ complaints and reduced them from 8-10 days to 3 days.

• Developed a new customer survey which increased the response rates and developed a survey report that illustrated the results with actions needed.

• Enhanced management insights by creating dashboards that show the major KPIs.

• Analyzed customer cases logged in CRM and provide monthly insights about the outcomes.

• Improved the commercial department procedure documentations.

• Constructed improvements to team processes and procedures through change management initiatives.

• Trained customer care staff and investigators which improved their quality of work. SANADEEG.COM, Dubai, UAE 01/2018 to 02/2018

CONSULTANT

Reviewed the company Google Analytics and Shopify; analyzed data and performed web analytics. Segmented online customers by using Recency, Frequency, Monetary (RFM) model, and successfully set a proactive strategy to delight and reduce the churn rate. The churn rate was reduced to the goal of 0.5%. You can find more information about my RFM approach on my blog website: http://databoosting.com/customer- segmentation-using-rfm.

Key Accomplishments: Improved the adoption rate of the company’s website by 3%. AMERICAN UNIVERSITY OF SHARJAH, Sharjah, UAE 01/2014 to 02/2015 PROJECT LEADER

Oversaw and managed internal consulting services to identify operational improvements across the University’s business lines and departments. Supervised 1 to 5 depending upon project requirements. Recognized, planned and implemented strategic business improvements, including building business cases and presentations for business executives’ review and decision-making. Developed KPI measures, measurement systems, and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement. Created and drove a culture of continuous improvement training, coordination, and implementation of principles of Lean/Six Sigma in day-to-day operations. Led multiple initiatives within the Operational Effectiveness project portfolio. Delivered projects focused on cost reduction strategy, operations efficiency or effectiveness, process optimization, and operating model design.

Key Accomplishments:

• Saved approximately $1M per annum and increased operating net margins due to the success of projects.

• Crafted and implemented a new business strategy to Operations Management aligned to University’s strategy.

ABU DHABI COMMERCIAL BANK, Abu Dhabi, UAE 09/2008 to 11/2013 PROJECT MANAGER

Managed all aspects of large projects focused upon improving and implementing processes for different departments within the consumer banking division. Supervised 1 to 10 depending upon project requirements. Developed pricing strategies for e-Payments to maximize the bank’s profits and share of the market. Re-engineered and aligned processes to ensure the successful implementation of new and enhanced technological solutions. Assisted in the vendor selection process, preparation of scoring cards and global RFPs. Key Accomplishments:

• Optimized the amount of cash in ATMs to utilize the extra cash in other areas

• Project managed the implementation of a brokerage system from scratch

• Successfully implemented a scoring system for selecting vendors

• Managed to reduce major investment system issues by 90% in 4 months

• Successfully managed the implementation of the bank’s IVR. EMIRATES NATIONAL BANK OF DUBAI (ENBD), Dubai, UAE 11/2006 to 08/2008 PROJECT MANAGER

Created and executed project work plans and revised existing projects to meet changing needs and requirements. Identified required resources and assigned individual responsibilities to team members as project leader. Managed daily operational aspects of projects and reviewed deliverables prior to presenting products to clients. Effectively applied best-practice methodology and enforce project standards to maximize resources, ensure efficiency, and streamline output. Supervised 1 to 10 depending upon project requirements. Minimizes company exposure within the context of various high-risk international projects. Oversaw UAT and end-user manuals preparation to provide a better understanding of key client users. Responsible for project budget and ensured timely and accurate payments of client invoices. Key Accomplishments:

• Implemented and led the implementation of first flight payment methods using banks’ alternative channels in the Middle East.

• Increased efficiency by 60% through reengineering of the request loan process resulting in the deployment of a new request approach.

• Designed Project Management Methodology which was applied all over the organization.

• Successfully managed the transition from one cash management firm to another. ARAB GULF-TECH, Dubai, UAE 09/2003 to 10/2006

DEPLOYMENT & SUPPORT SPECIALIST 04/2004 to 10/2006 DATA CENTER ANALYST 09/2003 to 04/2004

Deployed new technological systems for Arab Bank in the gulf region. Tracked & managed IT Department’s inventory to reduce company expenses and maximize available resources. Supported end-users on banking applications in four countries including [UAE, Qatar, Bahrain & Yemen]. Oversaw installation of ATMs in various locations throughout the city. Managed I.V.R solutions (MPS 5000), Credit Card scoring system (Fair Isaac), and internet banking and signature systems to increase efficiency and streamline operations of existing systems. Built help desk system and ticketing policy and procedure for banks and clients. Key Accomplishments:

• Co-created and directed pilot product implementations/processes for the rollout of the new banking cashier system.

• Built the Help Desk System and its processes.

• Designed and conducted ongoing training of newly deployed systems.

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