Michael Rishmawi

Experience

• 

  GLOBAL IT

  Jun 2011 - Jan 2012

  Web User Interface Developer

  • Analyze, design, develop and maintain the client's solutions and projects. • Conduct unit and integration testing ensuring that code releases are if high quality along with adequate error checking and testing. • Provide the users with technical solutions over the phone, via email, and through tickets.• Develop and maintain positive customer relations and satisfaction. • Collect valuable user feedback to improve the products and the delivered services.

• 

  Houses of the Oireachtas

  Sept 2016 - May 2017

  Administrative Officer

  • Worked with the communications team to drive internal promotions, initiatives, guiding principles and mission. • Interpreted laws and rulings for writing regulation bills. • Organised and maintained confidential documents and case files. • Scheduled appointments, appearances and briefings for Teachtaí Dála (TDs). • Built database and table structures for the constituency mapping. • Answered constituents' inquiries, and formulated provisional parliamentary questions.

• 

  Accenture

  Aug 2017 - now

  • Defining, creating, maintaining and communicating the strategy for risk team in alignment with client policies and plans. • Acting as the point of contact for management and team leads, to delegate management sensitive requests between teams aceoss different levels. • Defining and planning project level programs, providing support guidelines for the duration of the projects as well as service delivery management. • Driving the overall performance of the teams, ensure there is alignment on this across all workflows in terms of risk and compliance. • Working with big data sets and provide computationally analysis to reveal patterns, trends, and associations on a global scale. • Building and maintaining relationships with the key clients and internal stakeholders including high level of technical support to drive improvements to existing tools.• Following and implementing business excellence practices across the team. • Acting as a mentor to provide coaching and guidance on day to dayresponsibilities, along side key methodologies used within the work environment.• Supporting and engaging with the team leaders on a professional and personal level to ensure their growth and empowermet. Show less SBG Sales and Customer Service - Accenture IrelandManaging teams of Quality Analysts (Direct reports: 19) Impacting headcount: 250 - 300 | Operating across 4 programs | • Lead and mentor quality assurance team and auditing of both sales and customer service agents• Ongoing skillset development of marketing experts through coaching, feedback and targeted outlier management and quality control measures. • Deploying data analysis processes and implementing data fluency frameworks. • Developing testing plans, creating risk mitigation strategies, and liaising with the client and Partnering with internal Accenture stakeholders across programs. Show less • Manage organization's complex policies and compliance concerns by automating and streamlining interactions between the client and the workforce, enabling the team to manage processes more effectively, and help to ensure compliance regulations and service level. • Manage a multi-lingual group and responsible for delivering the highest possible standard of quality and metrics to the client’s business.• Resource and performance management through couching and mentoring all team members on a regular and/or ad hoc basis. • Represent the team in communications internally and/or externally with the client in order to provide all levels of support in handling critical escalations and sensitive decision making. • Keeping the team updated with new insights and contextual information that influence the process of qualitative service delivery regarding the market fluctuations and trends. Show less • Processes and reviews accounts that have been flagged for review of potentially sensitive content to ensure there are no violations of policies. • Validates, investigates and responds to inquiries of an urgent or sensitive nature within established guidelines. • Coordinates with client subject matter experts to respond to or support in the response to inquiries and/or escalations. • Performs content reviews for International and Domestic cases following client processes and procedures. Show less

  • Risk Lead

    May 2023 - now

  • Senior Quality Assurance Lead

    Aug 2021 - Jun 2023

  • Operations Team Lead

    May 2018 - Aug 2021

  • Subject-Matter Expert

    Oct 2017 - May 2018

  • Content Reviewer Associate

    Aug 2017 - Oct 2017