Wissam Younes
Manager
Toronto,ON
Summary
Natural leader with over 15 years of servicing operations experience, an extensive background in customer relations, experienced in driving great team successes by coaching and motivating team members to increase operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills. Adept at measuring and implementing requirements aimed at improving the customer experience and reducing regulatory and business risks. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
16
16
years of professional experience
Work History
Quality Monitoring Operations Tools Manager
Capital One
03.2022 - Current
- Lead new supplier operational launches, within and outside Canada: Set up operational infrastructure, lead train the trainer sessions, launch quality monitoring operation systems and processes
- Oversee supplier performance pre and post launch. Train and supervise staff and supplier leadership teams to consistently meet performance goals and service standards (KPIs)
- Led hiring, onboarding and training of new hires to fulfill business requirements
- Develop and maintain relationships with external vendors and suppliers
- Maintain all Quality monitoring operating tools and systems: Canada's point of contact for all Quality systems and tools
- Document user stories, specifications, and new product features into detailed communications across teams
- Communicate effectively with team members to deliver updates on quality and data roadmap milestones and deadlines
- Develop product documentation to communicate upcoming product features to internal and external teams
- Manage new product feature demonstrations for performance evaluation. Analyze metrics to measure feature performance
- Responsible for new product and feature releases: Prelaunch features testing, collaborate with development teams on implementing and improving features
- Led implementation of soft skills and bilingual language assessment campaigns aimed at improving customer satisfaction and supplier operational performance
- Create dashboards related to feature releases. Compile and provide data output to operations team highlighting quality data finds and recommendations
- Maintain Quicksight dashboards, data tables and Snowflake SQL scripts
- Collaborate with stakeholders, intent owners, process and product managers on all quality related matters
- Provide consultations and collaborate on campaign launches (targeted monitoring, and existing queue monitoring)
- Collaborate with data scientists and Insight teams on all new queue monitoring launches - mapping, training, reporting and Quality readiness
Quality Monitoring Operations Unit Manager
Capital One
02.2021 - 03.2022
- Lead a team of people managers and quality associates (25+ associates). Coached people leaders and guided development conversations
- Oversaw the quality monitoring of all frontline and back-office queues: phones, cases, and chat queues across all Canadian lines of businesses
- Responsible for all managers and associates’ performances: Maintained the highest all associate survey within operations while leading in all quality related metrics performance
- Lead Performance Management calibrations: Conducted performance calibrations for managers and oversaw all mid and year end performances of all associates
- Worked closely with Human resources and senior leadership teams on capacity, support staffing and recruiting: Conducted more than 70+ interviews and determined hiring of operational managers and quality associates
- Accountable and responsible for all control testing entries across 60+ canadian queues
- Developed and implemented quality and departmental metrics that aligned with organizational targets
- Analyzed and reported on key performance metrics to senior management. Developed and implemented strategies to maximize customer satisfaction
- Intent documents author and quality documentation approver. Assisted in implementing policies, procedures, new systems, and organizational changes. Collaborated with stakeholders, intent owners, process, and product managers on all quality related matters
- Coordinated and oversaw audits to evaluate monthly quality testing and address findings
- Responsible for queue mapping, operational and quality training, reporting and agent readiness
- Assisted with C86 new complaints handling procedure launch in Canada
- Maintained vendor relationships: point of contact for all third-party vendors when it comes to all quality related topics
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Trained and guided managers and members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Launched staff engagement, gender diversity and cultural programs
Quality Monitoring Manager
Capital One
02.2019 - 02.2021
- Managed and led team of quality associates (20+)
- Defined clear quality and productivity targets and objectives and communicated to all team members (associate metrics automation)
- Responsible for delivering monthly quality testing results for all canadian queues
- Responsible for all operational duties related to quality team (daily and ad hoc tasks)
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Exhibited strong people management skills: Mentored and encouraged employees to strive for excellence while fostering professional growth
- Coached team members on Capital One Quality standards: Created, implemented and coached to productivity and quality metrics to enable associates to achieve a higher level of performance.
- Worked effectively with teams and department leadership to implement strategies that increased service quality and uncovered customer insights. Gathered, documented, and shared data to assess business trends
- Assisted in implementing policies, procedures, new systems and organization changes
- Assisted teams in developing effective procedures, work schedules & assignment of responsibilities (QMO goals)
- Maintained positive relationships with internal Capital One contacts, stakeholders and external vendors
- Coordinated and oversaw audits to evaluate monthly quality testing and address findings
- Reviewed internal systems and organized training plans to address areas in need of improvement
- Evaluated employee performance and conveyed constructive feedback to improve skills. Collaborated with HR and led associates performance calibrations
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement (Highest all associate survey within operations)
- Wrote and implemented new rework procedures to standardize processes and streamline workflows
Fraud Recoveries Manager
Capital One
07.2018 - 02.2019
- Managed Fraud Recoveries queues and led teams of 30+ associates
- Assessed risky queues and managed staff work distribution. Helped improve efficiencies and maintained recoveries queues health
- Established goals, plans and assignments for direct reports to achieve team goals
- Produced detailed reports of fraud investigations and presented findings to senior management. Analyzed large amounts of data to find patterns of fraud and anomalies.
- Analyzed department performance, identified and implemented strategies to improve quality and productivity and reduce financial losses
- Performed risk assessments to determine level of fraud risk and prioritize investigations
- Coached and trained staff on fraud recoveries techniques, MasterCard guidelines to increase awareness, protect customers and reduce company losses
- Liaised between multiple business divisions to improve communications and collaborated with internal and external stakeholders to improve fraud recoveries strategies
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness
- Discovered and resolved complex employee issues that affected management and business decisions.
- Coordinated technical training and personal development classes for staff members
- Distributed employee engagement surveys to identify areas of improvement
- Developed programs and incentives aimed at improving associates performances and increasing front line engagement
Fraud Prevention Manager
Capital One
10.2015 - 07.2018
- Managed and led 30+ Fraud Prevention analysts
- Winner of Q1 Mission Leader Award: Leading Fraud Detection, Disputes and Recoveries training sessions across the canadian business (Fraud prevention awareness)
- Led the creation of the Fraud Journey Map to help promote department and associate achievements and communicate progress on company’s mission
- Provided team leadership, communication and coaching, professional development and skill enhancement to Fraud Operations agents handling calls and cases
- Managed team schedule adherence, call and case quality, productivity in support of business targets
- Managed Fraud Detection shared mailbox communications. Responsible for all internal and external department communications
- Provided trends and analysis and executed tasks for the Fraud Intelligence Unit
- Developed programs and incentives aimed at improving associates performances and increasing front line engagement
- Developed Fraud Metrics that aligned with organizational targets. Implemented Fraud operational programs to motivate associates and stimulate a high sense of fraud prevention awareness, business ownership and urgency
- Analyzed department performance and report out to Senior Leadership. Collaborated with departmental team leads on trends and escalating urgent issues
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activities
Operations Manager, Customer Experience
Capital One
01.2015 - 10.2015
- Led bilingual new hire classes. Provided floor assistance and coaching for bilingual associates
- Managed associates and department performance through quality coaching, development projects, workforce management assistance, service levels and call metrics monitoring
- Managed monthly test results and Issue Management. Reported compliance infractions to the business and managed remediation plans for multiple LOBs
- Provided daily updates and manage internal and external department communications.
- Developed and implemented strategies aimed at reducing escalation rates and improving customer experiences
- Supervised operations staff and kept employees compliant with company policies and procedures
- Analyzed and reported on key performance metrics to senior management
Bilingual Quality Specialist
Capital One
01.2011 - 12.2014
- Performed quality monitoring on all bilingual call and back office queues
- Managed monthly quality reports (MBRs). departments’ performances and present them to senior leadership
- Completed test results Issue Management entries for different LOBs.
- Influenced associates performance through personalized quality coaching and training sessions
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Analyzed quality and performance data to support operational decision-making
- Managed and led quality calibration sessions with internal managers and vendors. Ensured calibration and documented findings
- Managed the National Quality mailbox. Partnered with knowledge management teams and authors to identify and remediate procedural gaps
- Provided training sessions to managers and new hire classes across Canada and provided quality support to various stakeholders
- Liaised between quality control and other departments and contractors, providing project updates and consultation
- Created the quality reference guides used to monitor associates through business conversion
Bilingual Fraud Prevention and Judgmental Underwriter
GE Money
01.2009 - 01.2011
- Assisted cardholders with resolving Fraud inquiries. Monitored and flagged suspicious activities on customers’ accounts
- Assessed customers' credit risk levels and provided overall risk ratings. Employed credit risk assessment data sources and analytical tools
- Verified credit histories, personal references and employment backgrounds for applicants
- Calculated debt-to-income ratios to determine maximum loan amounts and avoided overextending applicants
- Partnered with store Loss prevention and Canadian Police officers on fraudulent claims. Assisted police departments with ongoing investigations
- Completed Anti-Money Laundering and suspicious payment activity account reviews
- Anti-Terrorist List (OFAC, Office of Foreign Assets Control) - Managed relationships between victims and company
Bilingual Servicing Specialist
Hudson’s Bay Company
09.2007 - 01.2009
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to appropriate channels
- Handled customer inquiries and suggestions courteously and professionally
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services, and company information
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Updated account information to maintain customer records
Education
Bachelor Degree - Business And Managerial Economics
University of Maine
France07.2007
Digital Photography - Digital Communications And Multimedia
Holy Spirit University of Kaslik
Lebanon03.2002
High School Diploma -
School Sister of Sacred Hearts
Lebanon01.2001
Skills
- Trilingual: English, French, Arabic
- Motivational Leadership
- Service Operations
- Quality Monitoring
- Regulatory Compliance
- Cross-Functional Collaboration
- Solution Development
- Data Driven
- Policy and Procedure Implementation
- Communications Strategies
Languages
English
Native or Bilingual
French
Native or Bilingual
Arabic
Native or Bilingual
Timeline
Quality Monitoring Operations Tools Manager
Capital One
03.2022 - Current
Quality Monitoring Operations Unit Manager
Capital One
02.2021 - 03.2022
Quality Monitoring Manager
Capital One
02.2019 - 02.2021
Fraud Recoveries Manager
Capital One
07.2018 - 02.2019
Fraud Prevention Manager
Capital One
10.2015 - 07.2018
Operations Manager, Customer Experience
Capital One
01.2015 - 10.2015
Bilingual Quality Specialist
Capital One
01.2011 - 12.2014
Bilingual Fraud Prevention and Judgmental Underwriter
GE Money
01.2009 - 01.2011
Bilingual Servicing Specialist
Hudson’s Bay Company
09.2007 - 01.2009
Bachelor Degree - Business And Managerial Economics
University of Maine
Digital Photography - Digital Communications And Multimedia
Holy Spirit University of Kaslik
High School Diploma -
School Sister of Sacred Hearts
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