Abdul Abousaleh
Summary
A result-driven senior analyst responsible for identifying process inefficiencies, analyzing data, and making actionable recommendations to streamline Customer experience, drive productivity and operational processes. Highly proficient in data analysis and in collaborating with employees and leaders to develop and implement strategies to improve customer experience.
Committed to delivering outstanding results and exceeding organizational goals in a fast paced and dynamic environment.
Overview
11
11
years of professional experience
Work History
Sr. Customer experience and performance manager
Goldman Sachs
11.2021 - Current
- Plan and implement strategies to drive continuous improvement in customer experience and BPO customer service levels.
- Oversee and manage all vendor performance by analyzing quality metrics, KPI's and SLA's.
- Analyze existing processes and workflow to identify gaps and inefficiencies to drive continuous improvements and to enhance the customer experience levels.
- Ensure vendors maintain quality of services and compliance within the organization rules and regulations.
- Conduct daily and weekly performance reviews with vendors, business leaders and stake holders to review performance, rule out issues, educate vendors and ensure all SLA's are met.
- Identify key touchpoints in the customer journey and implement strategies to enhance each interaction and delivery performance levels.
- Develop and conduct training programs for agents to improve customer experience levels and to increase agent engagement and morale.
Private Wealth Management Analyst
Goldman Sachs
10.2019 - 04.2021
- Service a robust portfolio (500+) ranging between $10M-$200M and conduct daily monitoring and resolution.
- Interact with private wealth advisors, middle office teams, sales teams, controllers, and other internal Goldman Sachs groups to resolve issues and collaborate on process and product enhancements and improvements.
- Prepare daily reports about delinquent loans, systematical breaks to ensure loans are up to date.
- Manage and execute projects ensuring accurate and timely delivery of project milestones.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Conducted regular reviews of operations and identified areas for improvement.
Advocacy Sr. Specialist
Goldman Sachs
01.2019 - 10.2019
- A point of contact for escalated cases as well as delivering exceptional customer service to provide the best service and grow customer relationships
- Develop and maintain relationships with various team members and senior leaders to effectively manage and prioritize tasks
- Analyze payment flow, researched root cause of delay payments, implemented new processes to decrease delay payments
- Follow up on unfavorable survey responses to understand root case and remediate it or escalate it
- Consistently uphold all compliance and regulatory standards while processing cases as Bankruptcy and dealing with customers.
Credit Specialist
Goldman Sachs
01.2018 - 01.2019
- Evaluate clients' credit data and financial statements to determine the degree of risk involved in lending money
- Provided hands-on training in daily processes and job duties
- Investigate and evaluate customers for creditworthiness and potential risk factors
- Collaborate with management to evaluate credit strategies and develop improvement.
Personal Banker
Comerica Bank
11.2016 - 06.2017
- Consult with clients regarding their wealth management plan, by gathering information on their assets, 401k plans and annuities to determine financial needs, goals, and developed growth
- Execute operational activities such as international and domestic wires, issuing debit cards, application of credit cards, and sales of business banking products including merchant services
- Utilize strong analytical and problem-solving skills to derive innovative solutions.
Relationship Banker I
Huntington National bank
05.2016 - 11.2016
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Cultivated strong customer relationships by providing tailored advice and services.
- Analyzed customers' financial information to deliver personalized account guidance.
Restaurant Manager
Lapita Restaurant
12.2013 - 05.2016
Customer Service Representative
Comerica Bank
12.2012 - 12.2013
Education
Bachelor of Science - Economics
University of Michigan
Dearborn, MI2012
Certified Mortgage Loan Officer NMLS ID: 1499873 -
Skills
- Strategy development
- Analytical thinking
- Data analysis
- Tableau
- Microsoft Office
- Decision making
- Conflict resolution
- Relationship building
- Leadership
- Effective communication
- Performance Metrics
Accomplishments
- Developed a training campaign to all agents across all BPO's to interact and improve their product knowledge by creating the weekly knowledge check quiz.
- Worked on the IVR project which helped the business increase customer service levels by 13%.
- Achieved 9% increase in customer experience level for all sites by creating and updating the agent help tool ( A tool to facilitate agents work to give accurate answers to customers).
- Led team to meet 90% on customer satisfaction by streamlining business processes and identifying areas for improvement.
Timeline
Sr. Customer experience and performance manager
Goldman Sachs
11.2021 - Current
Private Wealth Management Analyst
Goldman Sachs
10.2019 - 04.2021
Advocacy Sr. Specialist
Goldman Sachs
01.2019 - 10.2019
Credit Specialist
Goldman Sachs
01.2018 - 01.2019
Personal Banker
Comerica Bank
11.2016 - 06.2017
Relationship Banker I
Huntington National bank
05.2016 - 11.2016
Restaurant Manager
Lapita Restaurant
12.2013 - 05.2016
Customer Service Representative
Comerica Bank
12.2012 - 12.2013
Bachelor of Science - Economics
University of Michigan