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
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
Jerusalem
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
Financial Management
Team Management
Program Management
Strategic Planning
Staff Development
Contract Negotiation
Business Development
Corporate Social Responsibility
Direct Sales
Place 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