Customer Service Call Center

Khalil Ebrahim Yousif C. Buallay

Taguig, National Capital Region, Philippines

**************@*****.*** +639*********

linkedin.com/in/khalil-buallay-a2982a153

Summary

As a senior leader, I have

11 years of progressive leadership experience working in various capacities within the Global organizations (North America and Asia Pacific)

My background includes: Providing leadership and direction for all aspects of Customer Service Operation, Sales and accountable for operational, financial and customer satisfaction results. Leading efforts and accountable for results within Customer Service resulting in programs, process and procedure initiatives and technological changes that dramatically reduced cost and increase customer experience. Establishing world class reporting, forecasting, budgeting and analytical support structures driving programs initiatives designed to achieve operational, customer satisfaction and financial targets. I have a diverse background in handling different line of business which includes both front office and back office work. I have managed large workforce and have excelled in the areas of communication, employee recruitment, hiring, developing, launching new sites and programs, and mentoring. My background in both Sales and customer service and Call Center Operations along with my strong people skills, my ability to negotiate and partner have allowed for outstanding accomplishments. I am a servant- leader, diverse, hands-on, dedicated, passionate and self-motivated, result’s driven individual with strong business acumen, leadership and communication skills who excels at motivating employees to achieve their best. Experience

Service Delivery Manager

transcosmos inc.

Dec 2020 - Jun 2021 (7 months)

Account Manager

Sutherland

Oct 2018 - Nov 2020 (2 years 2 months)

General Manager

Teleperformance

Feb 2015 - Sep 2017 (2 years 8 months)

Fulfilled both Senior Operations Manager and Client Services Manager role by ensuring well developed methodology in managing operations and financial performance is well executed to achieve commitments with Clients. Driving service excellence culture with high compliance with security policies to protect the business and ensure growth. Recognized by AU based clients to have outstanding initiatives and effort in campaigning Digital Experience. Call Center Manager

Teleperformance

Apr 2013 - Feb 2015 (1 year 11 months)

Khalil Ebrahim Yousif C. Buallay - page 1

From JobStreet.com

Develop, implement, assess and improve day-to-day operations of inbound customer service call center. Oversee day-to-day call center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.

Assistant Call Center Manager

Teleperformance Philippines

Feb 2010 - Mar 2013 (3 years 2 months)

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

Operations Supervisor

Teleperformance Philippines

Aug 2008 - Feb 2010 (1 year 7 months)

Manages and leads a team of employees. Communicates company goals, safety practices, and deadlines to team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members. Education

Datamex Institute of Computer Technology

Associate Course, Associate Course in Computer

2005 - 2007

Dr. Yanga’s Colleges Inc.

Secondary Education

2001 - 2005

Skills

Operations Management (Call Center Management) • Project Management • Coaching and Leadership Development • Data Analytics • People Engagement and Employee Retention • Microsoft PowerPoint Khalil Ebrahim Yousif C. Buallay - page 2

From JobStreet.com

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