M. GALOUL YACINE
Mississauga,ON
Summary
Experienced operations leader with dual master's degrees in Finance (2017) and Project Management (2021). Proven Senior Operations Manager at Clean 24HR, driving transformative multi-service solutions. Expertise in strategic planning, team leadership, operational optimization, and cross-functional collaboration. Committed to enhancing efficiency and client satisfaction through innovation. Ready to excel in roles demanding transformative leadership and strategic prowess.
Overview
6
6
years of professional experience
Work History
Senior Operations Manager
Clean 24hr
11.2022 - Current
- Managed a team of 20+ employees, driving operational excellence in a cleaning company environment
- Innovated processes to enhance efficiency, reducing lead time by 20% and improving on-time service delivery by 25%.
- Initiated supply chain enhancements, achieving a 30% reduction in stockouts and a remarkable 15% increase in customer satisfaction.
- Orchestrated cross-functional collaborations that effectively resolved bottlenecks, resulting in a substantial 20% increase in throughput and a 10% decrease in customer complaints.
- Aligned resource allocation with dynamic client demands, optimizing the utilization of personnel, equipment, and supplies.
- Pioneered and executed training programs, elevating the skillsets and performance of the team members.
- Collaborated seamlessly with the finance department to construct budgets and enforce profitability benchmarks.
- Leveraged KPI analysis to gain data-driven insights, facilitating strategic recalibration for sustained success.
- Developed comprehensive contingency plans, ensuring crisis management and business continuity.
- Championed the implementation of technological solutions for seamless and efficient operations.
- Collaborated closely with business development to align services with market trends and client needs.
- Ensured unwavering compliance with all pertinent regulations and safety standards.
Case Manager
Concentrix
03.2022 - 10.2022
- Managed day-to-day supervision of call center agents, upholding stringent standards
- Achieved a 13% reduction in escalated cases, delivering a remarkable 23% increase in client satisfaction. Implemented action plans and enabled team lead-driven agent coaching for efficient issue resolution.
- Ensured services aligned with KPIs and financial benchmarks for escalated scenarios
- Utilized effective communication and negotiation to meet client and stakeholder needs
- Advocated for Agile culture, leading team meetings and coordinating activities to exceed expectations
- Conducted strategic meetings with team leads to elucidate updated work plans and changes, facilitating effective agent coaching.
Customer Service Advisor Bilingual Level II
Concentrix
10.2021 - 03.2022
- Managed Level 1 tasks with added responsibility for media, chat, and email cases (up to 180 emails)
- Supported Team Lead by offering assistance through quick connect team help chat, aiding team members as needed
- Mentored new agents in system setup, program guidance, and issue resolution within the department.
Customer Service Advisor Bilingual Level
Concentrix
09.2021 - 10.2021
- Successfully handled high-volume calls daily (40 calls avg), resolving customer inquiries and issues using multiple software applications.
- Demonstrated skills in multitasking, time management, teamwork, decision-making, troubleshooting, communication, adaptability, and change management.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support
Senior Administrator
African Paper Mills
12.2017 - 12.2019
- Led collaborative resolution of complex employee queries, fostering synergy among diverse stakeholders
- Oversaw diverse project administration tasks, evaluating HR needs for local and international projects
- Streamlined operations by allocating daily tasks and addressing escalated cases, producing meticulous financial reports
- Integrated Agile principles into the Scrum framework, aligning meetings and training with strategic timelines
- Partnered seamlessly with project managers, ensuring flawless execution of critical infrastructure projects
- Managed daily scrum meetings and monitored project deliverables, leveraging Monday software for efficiency.
Administrative Agent Junior
Africaine Paper Mills
09.2017 - 11.2017
- Orchestrated multifaceted administrative functions including photocopying, scanning, and coordinating couriers
- Calculated attendance, managed the calendar, and scheduled meetings/teleconferences
- Played a vital role in the hiring procedures.
Education
Master’s Degree - Project Management
University of Quebec in Trois Riviere, UQTR
Quebec06.2021
Master’s Degree - Finance
University of Algiers 3
Algeria05.2017
Bachelor's Degree - Finance and Banking
University of Algiers
Algeria05.2015
Skills
- Microsoft Office 360
- Experienced in CRM, project management software (Jira, Ms-project,Mondaycom
- Strategic/Analytical thinking and Problem-Solving
- Change/Risk Management
- Agile/Scrum Expertise
- Team Leadership
- Process Optimization
- Quality Assurance
Timeline
Senior Operations Manager
Clean 24hr
11.2022 - Current
Case Manager
Concentrix
03.2022 - 10.2022
Customer Service Advisor Bilingual Level II
Concentrix
10.2021 - 03.2022
Customer Service Advisor Bilingual Level
Concentrix
09.2021 - 10.2021
Senior Administrator
African Paper Mills
12.2017 - 12.2019
Administrative Agent Junior
Africaine Paper Mills
09.2017 - 11.2017
Master’s Degree - Project Management
University of Quebec in Trois Riviere, UQTR
Master’s Degree - Finance
University of Algiers 3
Bachelor's Degree - Finance and Banking
University of Algiers
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