Luai Amro
Des Moines,IA
Summary
Seasoned specialist offering over 30 years of comprehensive experience interpreting and implementing quality assurance standards vendor management, contract negotiations, risk mitigation, report developments, staff management, investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of qa terms, tools and methodologies. Committed to improving overall business processes.
Overview
25
25
years of professional experience
Work History
Senior Lead Business Accountability Specialist
Wellsfargo Home Mortgage
Des Moines, IA
06.2022 - 12.2024
- Developed and implemented specialized procedures for customer service operations.
- Generated reports to track performance metrics of team members.
- Researched and analyzed Internal customers and Third-Party suppliers' performance, spend and contract feedback to identify areas of improvement and cost saving.
- Created training materials for new hires on the company's procedures and policies.
- Assisted in developing strategies to increase customer satisfaction levels.
- Participated in ongoing training and compliance activities.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Analyzed key performance indicators to identify effective strategies.
Senior Lead Business Accountability Specialist
Wells Fargo
Des Moines, IA
06.2020 - 06.2022
- Assisted in developing strategies to increase customer satisfaction levels.
- Conducted regular meetings with staff to review progress and address any concerns.
- Analyzed data and developed spend and performance reports for Audit and third-party suppliers using Excel, Tableau, PWC Implementation Platform, Power BI, and other tools.
- Developed Tableau, SharePoint, Excel Reporting Solutions, and Dashboards.
- Developed and Managed Reporting Procedures
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Monitored operations and reviewed records and metrics to understand company performance.
Business Support Manager
Wells Fargo
Des Moines, IA
10.2014 - 06.2020
- Developed, Implemented Department Supplier Management Program.
- Managed Relationship and Engagement of Third-Party Print Providers. Developed third-party scorecards, strategy documents, annual audits, contract reviews. Validating invoices, forecasting, and budgeting.
- Manage Balance and Reconciliation Team.
- Managed Reporting Team.
- Managed Procedure Team.
- Managed onboarding activities and staff
Assistant Director - Sourcing
Principal Financial Services
Des Moines, Iowa
02.2000 - 09.2014
- Developed and managed a team of 10 employees to ensure efficient operations of the organization.
- Implemented policies and procedures to ensure compliance with federal, state and local laws.
- Coordinated financial activities, budgeting and forecasting for assigned departments.
- Trained, Managed, and Provided Leadership Assistant to Sourcing Staff and Business Partners.
- Assisted with building negotiation strategy.
- Assisted with developing SLAs, scorecard, and strategy documents.
- Reviewed and Approved Contracts
- Trained staff on drafting laws and legal terms.
- Managed IBM, MS, HP, and Telecom Contracts.
- Identified and Qualified MWBE Suppliers.
- Developed Supplier Management processes
Education
Bachelor of Science - Chemistry And Mathematics
Central University of Iowa
Pella, IA05-1992
Skills
- Business reporting
- Operational enhancement
- Team performance improvement
- Management collaboration
- Contract Negotiation
- Workflow Optimization
- Supply Chain Management
- Experience in leadership
- Performance Management
- Strategic Planning
- Business Strategy Development
- Vendor Management
- Cost-reduction strategies
- Change Management
- Risk Management
- Business continuity planning
- Forecasting
- Quality Assurance
- Problem-solving aptitude
- Team building
- Business Analysis
- Data Analysis and Reporting - Tableau, SharePoint, Excel, Power Point, One Note, Word
- Risk Mitigation
Affiliations
- Board member at 3 local non-profit organizations
Languages
English
Professional
Arabic
Professional
References
References available upon request.
Timeline
Senior Lead Business Accountability Specialist
Wellsfargo Home Mortgage
06.2022 - 12.2024
Senior Lead Business Accountability Specialist
Wells Fargo
06.2020 - 06.2022
Business Support Manager
Wells Fargo
10.2014 - 06.2020
Assistant Director - Sourcing
Principal Financial Services
02.2000 - 09.2014
Bachelor of Science - Chemistry And Mathematics
Central University of Iowa
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