Timur Safi EIT

Experience

• 

  AT&T

  Oct 1998 - Feb 2011

  Social Media Manager: Oct, 2009 to Feb, 2011• - Effectively led a diverse group of individual contributors from multiple organizations, overseeing their role in resolving customer complaints and conveying resolutions through Social Media Manager.- Analyzed and provided hands-on customer service support via social media platforms, diligently gathering facts and issue details for assignment to the team for resolution.- Conducted root cause analysis and prepared reports on high impact or repetitive issues, enabling proactive resolutions and improvements in customer service.- Engaged with high-influence customers via social media sites, collaborating with corporate communication and legal teams to deliver appropriate responses on websites.- Provided business updates and valuable recommendations to Senior Executives, contributing to the enhancement of customer satisfaction and overall service quality. Show less - Conducted thorough analysis of Customer Satisfaction Surveys, presenting summary reports and offering improvement suggestions to upper management.- Acted as a bridge between Retail and Customer Care organizations, effectively communicating issues and concerns to ensure seamless operations.- Reviewed and analyzed data to support the market in achieving internal goals for calling rates and quality, enabling proactive performance improvements.- Investigated retail and care issues to identify root causes and provided valuable training suggestions to enhance market operations.- Provided comprehensive deep dive analysis for Call Center reports, encompassing Customer Satisfaction Surveys, Tool Utilization, and Performance Statistics, contributing to data-driven decision-making. Show less - Actively participated in projects to establish two new call centers following mergers with LA Cellular and Cingular Wireless. Collaborated with hiring teams, Workforce teams, and training teams to ensure a seamless transition during the integration.- Served as an administrator and Subject Matter Expert (SME) for Customer Service applications, responsible for managing customer accounts and performance results. Provided guidance and direction to other Customer Care Managers to optimize application usage.- Created tools to enhance the management of Leave of Absence (LOA) processes and efficiently track employees' LOA utilization, contributing to streamlined operations. Show less - Interacted with the customers via phone and provided technical, billing and calling plan support for wireless services- Troubleshot customer’s mobile devices, identified the root cause of the issue by asking proper probing questions and escalated the issue to Tier 2 if needed further follow up- Assisted customers with any billing questions, answered questions, revised any billing discrepancies and suggested plans and services that could avoid future dissatisfaction- Maintained a keen knowledge of all products (multiple manufacturers), and built skills to be able to assist customers with their devices virtually. Walked through device settings and communicated affectively on how to change or adjust settings Show less

  • Social Media Manager

    Nov 2009 - Feb 2011

  • Business Analyst Project Management

    Apr 2007 - Nov 2009

  • Contact Center Manager

    Sept 2000 - Apr 2007

  • Customer Care Representative

    Oct 1998 - Sept 2000
• 

  Apple

  Jul 2012 - now

  Responsible for managing regional and global projects from an operations point of view, and leading the conceptualization, design, development, and implementation of the solutions. These projects include system integrations or policy compliance to improve products, services, and customer experiences. Effectively manage alignment and communication between stakeholders, subject matter experts, executives and other internal groups. Forward thinking and able to see beyond the current state, identify risks/opportunities and drive project teams toward the desired outcomes. Lead and drive adoption of new processes as part of a new enterprise technology solution. Collaborate with business owners, process SME’s, regional change management leads, and other stakeholders to review the current state against proposed future state processes and systems. Lead and document change impacts by conducting impact analyses and to determine trainings, documentation and resource needed to help the business. Show less - Led and successfully executed the "Progression and Promotion program" across AMR AppleCare internal sites, resulting in improved employee development and organizational changes.- Strategically forecasted, planned, and executed headcount needs for Tier 1 and Tier 2 lines of business within AppleCare, anticipating requirements for NPI, peak call volume, and holidays.- Served as an operations liaison for multiple sites, fostering partnerships and collaborative efforts with site DRIs to achieve shared objectives and ensure smooth operations.- Effectively communicated program status to stakeholders, providing timely updates, risk assessments, and financial impacts for informed decision-making.- Fostered strong relationships and communications with senior leaders, making recommendations for future candidates' readiness, and effectively supported project targets for each LOB. Show less - Successfully led a large, diverse organization with employees at different levels, overseeing various projects and responsibilities, demonstrating effective remote leadership skills.- Managed four Contact Center programs involving data extraction, planning, organizing, and analysis from disparate sources. Collaborated with stakeholders at all levels to ensure satisfaction and communicated actionable recommendations.- Skillfully managed the Capacity Plan/Forecasting program, maintaining weekly staffing headcount accuracy, and provided expert consultation to other CapPlan owners.- Conducted in-depth attrition analysis, leveraging historical data to provide valuable insights and recommendations to senior leaders and recruiting groups for improvement.- Successfully planned and forecasted fiscal year Advisor hiring, made strategic recommendations for Team Managers, and efficiently processed team movements to meet business needs.- Created three Visual Basic Analysis tools to automate reporting and enhance accuracy and efficiency for Org Attendance Audit, weekly Staffing Actual, and weekly AUX usage audit.- Led three projects to improve quality and productivity KPIs, collaborating closely with Business Analysts and utilizing reporting resources like GBI Portal, Tableau, and Galileo. Show less - Successfully managed three projects, including defining future KPIs for a Contact Center, evaluating data storage systems, and launching/changing a user interface for metrics viewing.- Reviewed and evaluated Contact Center metrics lists to determine business needs. Collaborated with stakeholders from multiple channels across the globe, assigning tasks, and organizing a roadmap with deadlines, while managing risks associated with eliminating unused data.- Created governance for developing new metrics and defining their purpose in various organizations. Designed and implemented a new user interface in GBI Portal, Metric Viewer, with curated metric sets and user-friendly tabulated and chart views.- Strategically curated metric sets to assist Managers in performing deep-dive analysis and identifying pattern behaviors, aiding decision-making.- Led presentations with global groups, including Regional Quality teams, Vendor Managers, and Tech support groups, to assess data usage needs. Developed Chorus pages, Phantom videos, and presentations to help users learn the new user interface.- Reviewed data mapping through SQL coding applications to ensure well-organized and accessible tables, equations, formulas, and other sources, leading to the creation of a structured system for storing metrics resources.- Simplified, categorized, and communicated data strategies across multiple applications and reporting platforms. Reviewed hundreds of metrics, their needs, and formulas and definitions in SQL. Show less - Demonstrated efficiency in meeting weekly and monthly managerial deadlines, which included quality evaluations, call monitoring, customer survey evaluation, and compliance with team manager expectations and goals.- Pioneered the creation of data tools for quality, productivity, and Self-Guided Training (SGT) completion. These tools were effectively used by Team Managers and Area Managers to provide coaching and guidance to their teams.- Developed a comprehensive weekly tabulated and graphic report, providing organization-level results to the Business Manager. This report served as valuable insights before the implementation of organization-level reporting in GBI Portal. Show less - Conducted daily deep-dive analysis of customer contacts, reviewing cases to identify areas of opportunity for AppleCare. The insights gathered from this analysis led to the creation of daily Bullet News or OS updates.- Collaborated closely with engineering and analysis teams to drive technical solutions and product improvements, leveraging data-driven insights to enhance AppleCare services.- Streamlined and suggested classifications or sub-classifications within the AppleCare application, ensuring the gathering of precise data for product quality assessment.- Engaged with senior management, effectively communicating analysis findings, and presenting solutions through large presentations.- Utilized Excel, VBA, and Tableau to gather and present in-depth data analysis, enabling data-driven decision-making and insights for AppleCare. Show less

  • Business Process Reengineering PM

    Aug 2024 - now

  • Content Platforms Program Manager

    May 2024 - Oct 2024

  • Program Manager

    Mar 2018 - May 2024

  • Area Manager AppleCare College

    Oct 2014 - May 2024

  • Data Project Manager (Rotation)

    Mar 2020 - Nov 2020

  • Manager

    Feb 2011 - Sept 2014

  • Contact Center Analyst (Rotation)

    Jul 2012 - Dec 2012