Jamal Ghassan Bathich

Manage the end-to-end operational delivery of secure, high-stakes examinations, ensuring compliance with organisational policies, regulatory requirements, and global Standard Operating Procedures (SOPs).

Key Responsibilities & Achievements

• Coordinate the secure planning and delivery of examinations across multiple venues, ensuring operational readiness, quality standards, and an excellent candidate experience.
• Plan, schedule, and manage examination venues, equipment, materials, and logistics while maintaining strict security of confidentiality and exam materials.
• Supervise, train, and support invigilators, venue staff, and external contractors to ensure consistent delivery in line with operational standards and compliance requirements.
• Work closely with awarding bodies, such as Pearson Edexcel and OxfordAQA, venue partners, and internal stakeholders to ensure examinations are delivered accurately, securely, and on schedule.
• Monitor operational risks, implement and adhere to contingency plans set by the boards, and resolve delivery issues to minimise disruption while maintaining exam integrity.
• Ensure full compliance with audit, regulatory, and data protection requirements through accurate documentation, reporting, and adherence to established procedures.
• Manage confidential examination materials before, during, and after test delivery, maintaining security throughout the examination lifecycle and maintain logs to record the for the paper journey end to end
• Review operational performance, identify process improvements, and implement best practices to enhance efficiency, service quality, and customer experience.
• Support financial and operational planning by monitoring venue, staffing, and logistics costs to ensure efficient resource utilisation.
• Contribute to continuous improvement initiatives, sharing operational knowledge and supporting capability development across examination operations teams.
• Streamlined operations by implementing efficient work processes.
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• Accepted and processed cash, cheque, card and online payments.
• Completed customer requests received via email, phone and virtual, offering prompt solutions to maintain customer satisfaction.
• Demonstrated Exams and Teaching Centre services to customers, creating awareness, interest and sales.
• Offered detailed General English courses and post exams services to maintain customer satisfaction and generate repeat business.
• Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
• Resolved customer issues using strong interpersonal skills and conflict resolution techniques and delivered detailed information and advice on Exams services to keep customers well informed, reducing refund requests as a result.
• Created new processes and systems for increasing customer service satisfaction and reduce customer journey.
• Worked closely with the Examination operation and examination planing team to establish and deliver to customer exam session every week.
• Managed the smooth operation of exams registration through online registration system and Customer Relationship through Salesforce.

• Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
• Answered customer telephone calls promptly to improve on-hold wait times.
• Answered 120+ inbound calls per day to address customer inquiries,resolve issues, and provide information on new products and services and directed inbound calls to designated individuals or departments.
• Maintained detailed knowledge of Product and Service portfolio to competently and expertly advise customers.
• Used expert sales and negotiation skills to secure pre registration bookings, providing excellent levels of customer care throughout.
• Built strong customer rapport through effective questioning, converting 65% of inbound calls into paying customers.
• Trained 10 junior agents on customer service excellence.
• Recommended call routing strategies that reduced on-hold times by 5.6 minutes per customer.

• Determined the validity and reliability of data gathering methods.
• Organised, detailed, and able to work well under pressure to meet deadlines.
• Helped students with initial adjustment to university academic life and interpreted institutions policies and requirements.
• Answered student inquiries and resolved problems related to curriculum and course prerequisites.