Patrick AwadAllah

Experience

• 

  _VOIS

  Oct 2018 - Jun 2022

  •Accountable on coaching, leading and motivating a team of up to 18 advisors/agents “Managed Total of 100 agents till now”, coordinating activities in line with the department targets and performance levels, whilst continually looking at potential improvements to departmental processes.• Facilitate performance reviews using the “Performance Dialogue” Framework for team members.• Participate in the preparation and implementation of operational plans.• Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction. Show less 1. Customer Engagement and Interaction:-• Clearly greets customer, pass DPA, builds rapport and establishes the purpose of the call• Remains courteous, polite, professional and willing to help throughout the call• Actively listens to the customers• Effectively manages the call; remains in control of the call• Identifies secondary (possible or hidden) needs and attempts to add value accordingly2. Resolving customer needs and issues:-• Acts as a first point of contact with both consumer (Mobile / HBB) customers to support the following billing and technical issues:• Billed amount inquiries.• Bill explanation and bill dispute resolution.• Payment over the phone.• Change price plans• Add and remove services• Network unlock codes• Network coverage support3. Processes and Systems:-• Appropriately prepared before the call• Uses correct customer identification procedures• Correctly and efficiently follows business policies and processes Show less

  • International Account Team Manager

    Feb 2020 - Jun 2022

  • International Account Subject Matter Expert

    Sept 2019 - Feb 2020

  • International Account Advisor

    Oct 2018 - Sept 2019
• 

  Sutherland

  Sept 2022 - now

  - Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.- Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting).- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).-Attend business reviews to create and maximize relationships with client partners.- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner. - Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement.- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements.-Handle a team of supervisors. Show less -Impact the business: By driving results aligned with stated goals for performance metrics, utilization, productivity, attendance and attrition. Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery. Manage a performance improvement routine, set priorities and improve procedures towards achieving SLAs.-Influence the lives of others: Ensure training and development plans are maintained for all team members.-Strengthen relationships: Establish and maintain communication with team members; understand needs, resolve issues, and meet expectations.-Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions.-Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.-Keep leaders informed: Work with the management team to identify and deliver positive change and business efficiencies. Show less

  • Global Account Manager | Service Delivery

    Jan 2025 - now

  • Operations Manager | Service Delivery

    Oct 2023 - now

  • Operations Supervisor | Service Delivery

    Sept 2022 - Oct 2023