Sports
Muhannad Abu Remeileh
Customer Experience Enthusiast
Jerusalem
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work History
Director-Global Service Delivery
Concentrix
Global - Work From Home
07.2021 - 02.2024
- Overlooked Customer Service contractual deliverables for 6 locations globally serving 11 marketplaces and 8 languages across 3 continents (2100+ Employees) for one of the biggest online retailers
- Established, maintained, and influenced a strong partnership on a strategic level and operational level, founded on growth and expansion whilst ensuring YoY profitability improvement
- Increased company revenue by streamlining processes and implementing cost-saving measures
- Leveraged data analytics and Innovation insights for informed decision-making in critical areas such as sales forecasting, Budgeting and client retention
- Drafted and distributed reports to assist board members with critical business decisions
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
- Direct reports: 6 Associate Directors
Senior Global Service Delivery Manager
Concentrix
Berlin & Remotely
11.2019 - 06.2021
- Large-scale Customer Service process optimization for the EMEA region
- Operational support and supervision for 7 Sites, 13 languages with up to 800+ employees
- Laid out the foundation for a new support structure and solidified the underlying departments (Reporting, WFM, Recruitment, Facilities, IT, Project Management)
- Developed annual budgets, ensuring alignment with organizational objectives while maintaining fiscal responsibility
- Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks
- Worked with high-profile customer to select third-party vendor for IT infrastructures
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved
- Direct operational and strategic contact with client
- Direct reports: 7 Site Managers
Program Manager & Senior Consultant
Concentrix
Berlin & Remotely
06.2018 - 11.2019
- Account Management and Sales across EMEA, increased Sales via organic growth and new client acquisition
- Consultation for Best-in-Class Customer Service and Sales workflows, structure, and supportive departments
- Leadership/Supervision of Operations Managers
- Streamlined communication channels to facilitate efficient collaboration among team members and stakeholders
- Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
Operations Manager Sales and Customer Service
Concentrix
Berlin
09.2015 - 05.2018
- KPIs owner, SPOC to client on day-to-day activities
- Direct leadership of 10 Team Managers, Workforce Manager and Business Analyst
- Indirect leadership of 100+ front line associates
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly
- Developed systems and procedures to improve operational quality and team efficiency
- Supervised operations staff and kept employees compliant with company policies and procedures
Business Analyst
Concentrix
Berlin
05.2014 - 09.2015
- Creation and analysis of Business Reviews, Financial Controlling, Workforce Management
- Increased efficiency in resource allocation by conducting detailed business requirements analysis
- Enabled data-driven decision making with advanced analytics tools, generating valuable insights for the organization
Procurement Assistant
United Nations (FAO)
Jerusalem, JM
03.2008 - 10.2011
- Strategic and operative procurement of goods and services
- Conducted thorough market research to identify potential suppliers, leading to an expanded vendor network and more competitive quotes
- Improved inventory control measures by conducting regular audits on stock levels and implementing a robust tracking system
Administrative and Protocol Assistant
United Nations (WHO)
Jerusalem
09.2007 - 12.2007
- Office administrative support and Personal Assistant to the Head of Office
Software Developer
Freelancer
11.2006 - 06.2007
- VB and SQL software development for several small projects
Education
Master of Arts - International Management
SRH University of Applied Sciences
Berlin 09.2011 - 06.2013
Bachelor of Science - Computer Information Systems
Jordan University of Science And Technology
Jordan 09.2002 - 06.2006
Skills
Operations Management
undefinedPlace Of Birth
Jerusalem
Personal Information
Date of Birth: 05/29/85
Interests
Photography
Technology
Travelling
Languages
Timeline
Director-Global Service Delivery
Concentrix
07.2021 - 02.2024
Senior Global Service Delivery Manager
Concentrix
11.2019 - 06.2021
Program Manager & Senior Consultant
Concentrix
06.2018 - 11.2019
Operations Manager Sales and Customer Service
Concentrix
09.2015 - 05.2018
Business Analyst
Concentrix
05.2014 - 09.2015
Master of Arts - International Management
SRH University of Applied Sciences
09.2011 - 06.2013
Procurement Assistant
United Nations (FAO)
03.2008 - 10.2011
Administrative and Protocol Assistant
United Nations (WHO)
09.2007 - 12.2007
Software Developer
Freelancer
11.2006 - 06.2007
Bachelor of Science - Computer Information Systems
Jordan University of Science And Technology
09.2002 - 06.2006
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