ALI BAYDOUN

CX Lead, Operations & Automation

• Lead CX-focused operations and automation initiatives designed to improve process efficiency, scalability, and the overall client experience.
• Build and optimize workflows that streamline operational processes, reduce manual effort, and create more consistent client and team experiences.
• Identify process gaps and opportunities for improvement by evaluating existing workflows, procedures, and client-facing experiences.
• Develop and manage the company’s content library, ensuring resources are organized, accurate, accessible, and aligned with evolving business needs.
• Partner cross-functionally to translate operational needs into scalable processes, documentation, and workflow solutions.

• Responsible for leading and managing a team of Client Account Managers focused on onboarding new/prospective clients.
• Drive tailored client experiences and educate clients on platform capabilities.
• I have successfully onboarded $8M+ on average in new business monthly, ensuring seamless client transitions.
• Developed processes for maintaining client check ins via zoom or phone call to ensure client retention.

• Optimized Quality Assurance processes, leading to improved client satisfaction and product quality.
• Led initiatives that raised client satisfaction score from 69% to 83%.
• Reviewed 2,000+ conversations monthly to identify quality concerns, ensuring follow-ups with clients were made.
• Conducted performance evaluations and delivered targeted training to enhance team skills and performance.
• Generated a monthly Quality Report to share out with leadership for updates on team performance.

• Collaborated with clients via email and phone to ensure a satisfying experience, enhancing client retention.
• Expanded client base by leveraging platform expertise, contributing to measurable growth.
• Provided subject matter expertise, resolving client issues efficiently and improving satisfaction rates.

• Managed client relationships and served as primary contact for staffing needs.
• Facilitated meetings with recruiters and clients looking for staffing in the financial industry.
• Met quota each month, exceeding it by an average of 10% MoM.