Salah Alkadhi

• Lead, monitored, and managed quality assurance team and reporting team, including staff recruitment, scheduling, performance assessment, training, mentoring, and managing conflict
• Managed all processes related to performance reporting of service levels and key performance indicators
• Managed all processes related to quality assurance
• Managed all process related to customer satisfaction
• Reviewed and ensured accuracy in performance reporting, quality assurance and customer satisfaction scores
• Analyzed all service metrics and how Service Desk agent’s performance affects KPI/SLA targets and created strategies to improve them
• Reviewed volume forecasting data to initiate action plans regarding staffing needs and scheduling adjustments
• Liaised with client, as required, as it relates to performance reporting, quality assurance and customer satisfaction
• Liaised with Continuous Improvement Manager on areas of opportunity identified from performance reporting, quality assurance and customer satisfaction
• Identified and set appropriate quality standards and parameters
• Developed, implemented, and managed processes to improve service desk performance
• Reviewed client feedback and identify areas of opportunity to improve service desk performance
• Prepared change requests
• Manage development of training material as it relates to training of service desk agents
• Manage projects, as required
• Implemented team lead and service desk agent mentoring/coaching program
• Recommended methods, technologies, process changes and training to clients to improve business opportunities and revenue potential
• Established policies and strategies for resource allocation and infrastructure while managing service delivery expectations
• Collaborated with business executives to discuss and understand IT problems negatively affecting operations
• Developed long lasting and effective relationships with clients by providing on-boarding, in-depth training and continuous technology support
• Developed strategies and policies for resource infrastructure and allocation
• Monitored and managed desktop support, IT services and VIP support functions to boost performance
• Trained new team members on service processes to increase productivity
• Oversaw up to 180 staff members
• Managed service delivery expectations

• Responsible for ensuring the staff are meeting and exceeding expectations with regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service
• Understand and maintain Service Levels and Service Level Objectives in order to meet SLAs
• Develop action plans as needed to keep them green
• Develop policies and procedures as needed to reach service goals (SLA, FCR, and Quality
• Etc.)
• Analyze performance of service desk activities, identify problems, review, and deliver solutions
• Enhance quality of service and foresee and prevent future problems
• Ensure appropriate training initiatives for new and existing staff
• Track and analyze trends in Service Desk
• Oversee development and communication of knowledge base
• Oversee and continue the additional development, implementation, and administration of Service Desk staff training
• Train, coach and mentor SDAs and other junior staff including setting goals for their development, in their continued growth within the Service Desk
• Manage the overall desk activities and the staff
• Attend Operational, Management and Team meetings, as required
• Monitor incident trends and anticipate potential problems for proactive resolutions
• Drive ticket deep dives and develop strategies for improvement of quality
• Monitor and manage phone queues
• Review feedback to improve services, tools, and procedures
• Make sure service desk is adequately staffed
• Work on action items obtained from meetings and delegate tasks from SDM that may occur from client meetings
• Escalate applications/systems outages to support desks/client

• Review and adjust Daily Critical reports
• Respond to business client email inquiries
• Process receivable mail shipments, outgoing mail/coupons/vouchers
• Analyze and process alert reports/communications intended for client review
• Provide coaching tips to agents
• Handle escalation cases as necessary
• Provide floor support when required
• Answered call overflow when necessary

• Sales and Customer Service, answered sales, billing, and retention related inquiries from CSR staff
• Ensured that policies and procedures are adhered to by interfacing with staff as prescribed by management
• Reported observations, feedback, incidents, and suggestions to management by way of daily shift reports
• Handled escalated calls
• Answered overflow of calls when available
• Monitored message bins
• Delegated workflow as needed
• Followed up with employees on new procedures and important memos
• Investigated Portal Verifications
• Monitored break schedules
• Monitored call queue
• Performed other duties as needed

• Managed inbound/outbound calls
• Assisted customers/merchants
• Filed/reviewed reports
• Analyzed accounts for fraudulent activity
• Received on-going training and examination in updated policy and fraud application courses

• Managed inbound calls
• Assisted account holder
• Offered products
• Received continued training and examination in policy and sales strategy courses

• Second-in-command of a section of twelve individuals
• Responsible for relaying/directing orders during both ceremonial events and combat exercises
• Continued training and education, as well as combat/emergency simulation exercises throughout military career.

In Progress

• Top Candidate Award Recipient (1999)

Canadian Grenadier Guards Regiment