Anas Ali

Performing end to end audit cycle including risk and control management over operations' effectiveness, financial reliability and compliance with all applicable directives and regulations
• Identifying and planning audit scope.
• Annual Forecast plan for contact center functions to plan and prepare the team as this helps identify gaps to improve function performance
• Obtaining, analyzing and evaluating documentation, reports, data, flowcharts
• Prepare and present Audit findings, outcomes and reports that reflect audit's results and document process
• Identify gaps and recommend risk aversion measures and cost savings
• Conduct follow up audits to monitor management's interventions
• Continuous Self Learning , benchmarking and knowledge development regarding sector's rules, regulations, best practices, tools, techniques to understand performance standards which can be used and implemented in Contact Center
• Provided recommendations and solutions to manage services with objective to facilitate service bundling, introduce new services and change in services based on customer needs and expectations
• Audited integrated service quality framework based on local and international best practices to assess maturity of Services and Service Delivery Channels
• Reviews award forms & nominations, such as GDCCs, INSIGHTs, CHSA and 5 stars awards
• Recommending new platforms and process automation which enhance customer experience
• Review and analyze Operational Level Agreement (OLA) for Contact Center and recommending service and process enhancement.
• Share and Train Leadership on Customer Experience and Manage Team
• Working with CCM regularly to analyze website & digital channel services to enhance customer experience
• Analyzed trends in financial data to investigate fluctuations
• Followed up to assess and report corrective action completion & progress
• Produced and reviewed audit reports for submission to inspector general and advised on audit recommendations and internal controls
• Consulted clients on internal control systems development and audit program improvements
• Established audit and internal control procedures and recommended process improvements to address issues
• Identified various risks and errors to propose corrective action to decision makers
• Maintained professional knowledge by attending 3 conference and workshops annually

• Maintaining yearly deliverables as per Contract Requirements
• Manage up to 6000 Customer interactions
• Manage team of 300 staff with 24 nationalities
• Ensure Operations KPIs and performance are met at all time
• Coordinate with quality and training departments to identify quality improvement opportunities
• Work with management on refining and scheduling appropriate training sessions
• Represent team on special projects and initiatives
• Ensure implement and support company policies and procedures
• Create conducive working environment for all employees
• Resolve employees and team leaders concerns and issues and ensure team motivations is maintained
• Regular performance evaluation of various teams (Supervisors, Operations Team leaders, Quality Analyst & Customer Experience leaders)- Monthly / Quarterly / Annually
• Identifies opportunities for improvement and makes constructive suggestions for change
• Review contracts, invoices, and reports for accuracy and work with supervisors to make necessary corrections
• Work with MIS team to automate manual processes that required lengthy manual work to make them more accurate, less error and faster
• Analyze potential risks involved with specific contract terms
• Reviewing SOW to prevent potential disputes and financial risks
• Stay up-to date with governmental changes and coordinate with legal department as needed
• Plans and facilitates regular team activities outside of office.
• Identified issues, analyzed information and provided solutions to problems
• Resolved problems, improved operations and provided exceptional service
• Managed time efficiently to complete all tasks within deadlines in constant change/dynamic environment
• Demonstrated leadership skills in managing projects from concept to completion
• Forecast Schedule for Planned Events of the year to ensure performance is not compromised.
• Worked effectively in fast-paced environments

• • Responsible to Supervise demonstrate high standard of customer service
  • Evaluate and take action when necessary on customer satisfaction surveys
  • Direct changes in procedures and standards for call handling quality
  • Monitor service quality results and ensure qualitative objectives are met
  • Ensure that individual customers receive level of service expected and handle specialized customer
  • Compile, analyze and report on regular basis customers' complaints and suggestions and recommend
  • Monthly coaching session for Supervisor and team leaders
  • Monitor attrition rate; implement and direct programs to improve retention and operating efficiency
  • Promote open communication and coordination between employees within contact center as well as with other departments and supervisors/management
  • Provide input in designing award system aimed at encouraging performance through positive feedback
  • Implement corrective actions and assist employees in developing action plans, when needed
  • Revise and implement action plan to address issues that are highlighted in employee's satisfaction surveys.

• • Strategically integrate information system applications to support business operations
  • Ensure the database and operations strategies – translating strategic goals and tactics into operation
  • Responsible for interpreting, editing and customizing the CRM to fit the needs of the company
  • Performing “after effect” data quality checks
  • Facilitate end-user support providing direction, documentation and knowledge sharing
  • Perform extensive testing to ensure development conforms to the functional design specifications and plan for production execution
  • Perform any other duties required to effectively support the effective use and integrity of the firm's CRM system
  • Create a full training program and conduct end-user training at all office locations
  • Assisting the Business Analyst on any CRM related tasks & future projects
  • Develop team to ensure delivery of consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as communication between agents and Management

• Manage day–to-day operation and problem-solving of team of agents to meet with required service level components, standards and sales targets
• Ensure that service levels, quality and productivity targets are maintained and provide management with these reports
• Managing floor ensuring that team has adherence to schedules
• Call monitoring, coaching and feedback,
• Motivation, Training and development of staff
• Conducting performance appraisal for team
• Contribute for initial hiring
• Compiling reports on team's performance and customer feedback

• Educated customers about, payment processing and support policies and procedures.
• Updated account information to maintain customer records.
• Tracked customer service cases and updated service software with customer information.
• Handled customer inquiries and suggestions courteously and professionally.

• Provided primary customer support to internal and external customers.
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Handled customer inquiries and suggestions courteously and professionally.

• Graded and evaluated student assignments, papers, and course work.
• Supported student physical, mental, and social development using classroom games and activities.
• Met with students, parents and administrators to address and resolve students' behavioral and academic issues.
• Planned and implemented integrated lessons to meet national standards