Adil Ellatify
Conway,AR
Summary
Operations Team Lead with experience managing a team of 52 agents in a high-volume, 24/7 service environment.
Promoted within 8 months of hire at DXC Technology.
Skilled in team leadership, escalations, training, technical troubleshooting, backup planning, and enterprise client support for AAA and Hyundai Motor America.
Also experienced in using ArcGIS Pro and Python to analyze geographic demand, support staffing decisions, and improve operational efficiency.
Overview
17
17
years of professional experience
Work History
Team Lead - Roadside Assistance Operations
DXC Technology
11.2020 - Current
- Promoted within 8 months of hire due to strong performance and leadership potential
- Lead and support a team of 52 agents in a high-volume, 24/7 roadside assistance operation
- Train and onboard new agents on systems, workflows, and customer service standards
- Monitor performance and deliver coaching to ensure adherence to KPIs, SLAs, and operational targets
- Handle escalated customer cases and provide real-time support for complex service issues
- Act as liaison between agents, leadership, and enterprise clients including AAA and Hyundai Motor America
- Perform User Acceptance Testing (UAT) to identify system issues and validate fixes before deployment
- Provide real-time technical troubleshooting, implementing backup solutions to maintain uninterrupted operations
- Utilize ArcGIS Pro to analyze high call-volume areas and support staffing and workforce planning decisions
Dispatcher / Software Coordinator
DXC Technology
03.2019 - 11.2020
- Validated customer eligibility and accurately documented cases to support efficient routing and dispatch of end-users
- Monitored service events end-to-end to ensure compliance with operational standards and timely resolution
- Managed customer requests and feedback while maintaining precise and up-to-date case documentation in internal systems
Front Desk Agent
Skyline Inn
01.2018 - 08.2025
- Managed guest check-in/check-out processes and handled room assignments efficiently
- Resolved guest requests and front-desk issues to ensure a positive customer experience
- Coordinated with hotel staff to maintain room readiness and support daily operations
Customer Service Specialist (Special Services)
The Home Depot
03.2017 - 09.2019
- Managed incoming customer calls and service inquiries in a fast-paced retail environment
- Identified and assessed customer needs to achieve customer satisfaction and resolve service issues
- Handled and processed online orders while ensuring accurate fulfillment and follow-through
Junior Art Director
Klem Group
03.2009 - 11.2011
- Developed innovative design concepts for marketing campaigns and client presentations
- Collaborated with cross-functional teams to ensure brand consistency across all platforms
- Utilized Adobe Creative Suite to create high-quality visual assets for digital and print media
- Mentored junior designers, fostering skills in design principles and software proficiency
- Implemented design revisions based on client feedback, enhancing overall project satisfaction
- Led creative direction for major projects, aligning designs with strategic business goals
- Streamlined workflow processes, improving project turnaround times and team collaboration efficiency
Education
Bachelor of Science - Geography
University of Central Arkansas
Conway, AR05-2026
Bachelor of Science - Commercial And Advertising Art
Com Sup
Casablanca Morocco07-2009
Skills
- Team Leadership & Coaching
- Operations Management & Process Improvement
- English, French, Arabic, Berber
- Technical Troubleshooting & Backup Planning
- Training & Onboarding
- Escalation Management & Customer Experience
- User Acceptance Testing (UAT)
- Enterprise Client Support
- Workforce Planning & Demand Analysis
- Python: GIS scripting, data processing, data analysis
- ArcGIS Pro: spatial analysis, mapping, hotspot analysis
- GIS Data Management: shapefiles, projections, clipping
- Remote Sensing: Landsat, raster analysis
- Microsoft Office: Excel, Word
- Adobe: Photoshop, Illustrator
Timeline
Team Lead - Roadside Assistance Operations
DXC Technology
11.2020 - Current
Dispatcher / Software Coordinator
DXC Technology
03.2019 - 11.2020
Front Desk Agent
Skyline Inn
01.2018 - 08.2025
Customer Service Specialist (Special Services)
The Home Depot
03.2017 - 09.2019
Junior Art Director
Klem Group
03.2009 - 11.2011
Bachelor of Science - Geography
University of Central Arkansas
Bachelor of Science - Commercial And Advertising Art
Com Sup