Benedict Abdalla
Toronto,ON
Summary
Dynamic leader with a proven track record in leveraging strong analytical and problem-solving skills to drive impactful business results. Expertise in strategic thinking to identify and capitalize on growth opportunities while enhancing operational efficiency. Adept at analyzing complex data sets to develop innovative solutions and fostering collaboration with forward-thinking organizations dedicated to making a meaningful impact. Extensive experience in managing technical issues and leading support teams consistently results in high-quality service delivery and improved customer satisfaction.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Technical Support Manager
Snap-On
Toronto, ON
01.2024 - 10.2024
- Coordinated efforts between different teams when resolving complex cases involving multiple stakeholders.
- Managed daily operations of a team of 10+ technical support representatives.
- Reviewed existing processes regularly to identify potential areas for improvement or automation.
- Actively participated in product development meetings to provide input regarding user experience from the perspective of a Technical Support Manager.
- Analyzed workflow, established priorities, developed standards, and set deadlines.
Senior Manager, Customer Support & Ops
Trustly Inc
Los Angeles
04.2022 - 01.2024
- Managed technical escalations, providing continuous updates and ensuring resolutions aligned with customer expectations.
- Successfully managed and developed a team of 15+ employees, demonstrating strong leadership skills.
- Established performance metrics to monitor progress towards organizational goals and objectives.
- Analyzed data from various sources to identify trends and make actionable recommendations for improvement.
Senior Manager, Customer Support
Xplor Technologies
Vancouver
03.2017 - 04.2022
- Directed customer support for CRM systems, tailoring solutions to customer requirements and overseeing technical service delivery.
- Managed multiple projects and priorities in a fast-paced environment.
- Mentored junior staff members, providing guidance on career development opportunities.
- Leveraged technology to streamline processes, resulting in significant time savings across departments.
Sr Manager, Centurion & Platinum TLS
American Express - Centurion/Platinum
Toronto
06.2010 - 03.2017
- Provided premium support to high-profile customers, maintaining rigorous service quality and handling escalated issues adeptly.
- Identified opportunities for process improvement through data analysis and feedback from customers.
- Adhered to company policies and procedures when dealing with customers' requests or complaints.
- Provided excellent customer service by responding promptly to customer complaints and questions in a professional manner.
Sr Manager, CX Operations
Melita Telecommunications
Naxxar
02.2007 - 06.2010
- Advocated for and implemented backup and recovery solutions, significantly reducing system downtime and enhancing data integrity.
- Led cross-functional teams in design and implementation of new systems and procedures.
- Demonstrated expertise in budgeting and financial management, enabling cost savings of 10% year-over-year.
- Managed multiple high-priority projects simultaneously while meeting tight deadlines.
CX Manager
JP Morgan Chase
Manila
01.2004 - 06.2010
- Led customer experience initiatives across various channels, significantly improving client satisfaction and retention levels.
- Implemented automated transaction monitoring systems across multiple product lines.
- Assisted in preparing responses to audit queries relating to risk management controls.
- Actively participated in developing new strategies for mitigating financial crimes risks.
Education
Master of Business Administration (MBA) - Economics
University of Santo Tomas
Bachelor of Arts (B.A.) - Business Economics
University of Santo Thomas
Skills
- Customer relationship management
- Technical escalation management
- Deliverable alignment with business goals
- Proficient in stakeholder engagement
- Client relationship management
- Process optimization
- Operational efficiency management
- Reporting and analysis skills
- Employee performance assessment
- Organizational strategy development
- Staff selection and development
- Proficient in advanced ticketing solutions
- Experience with Zendesk
- Experience with Atlassian software
- Jira project management
- Crisis management expertise
- Proficient in Pendo
Certification
- Certified in Management (CIM)
- Professional Certificate in Team Leadership
- Salesforce Administrator Certification
Timeline
Technical Support Manager
Snap-On
01.2024 - 10.2024
Senior Manager, Customer Support & Ops
Trustly Inc
04.2022 - 01.2024
Senior Manager, Customer Support
Xplor Technologies
03.2017 - 04.2022
Sr Manager, Centurion & Platinum TLS
American Express - Centurion/Platinum
06.2010 - 03.2017
Sr Manager, CX Operations
Melita Telecommunications
02.2007 - 06.2010
CX Manager
JP Morgan Chase
01.2004 - 06.2010
Bachelor of Arts (B.A.) - Business Economics
University of Santo Thomas
Master of Business Administration (MBA) - Economics
University of Santo Tomas