Monira Saleh
Atlanta,GA
Summary
Dynamic Tech & Leadership Consultant with a proven history at Booking.com, achieving a 20% reduction in attrition by enhancing customer service strategies through innovative solutions. Expertise in corporate governance and ethical leadership complements strong skills in public speaking, training development, and human capital optimization. A strategic focus on automation and workforce planning drives significant performance improvements and organizational growth.
Overview
13
13
years of professional experience
Work History
Tech & Leadership Consultant
Self
05.2020 - Current
- Monthly board reports created and presented for dept
- Designed a target operating model for coming 2 years for dept which allowed for future proof planning to start taking place, driving a reduction to attrition by 20% and increase to performance
- Implemented company's first Working from Home initiative which resulted in productivity increasing by 22% and attrition and absence reducing by 7% in one quarter
- Sourced and implemented customer service technologies to support performance and planning including Workforce planning software
- Performance efficiency drives across sites resulted in output improving by 30% within 2 quarters
- Coached and counsel teams of Managers to drive improvements and motivation on the site, focusing on set KPI & SLA targets
- Developed 5 managers to director roles
- Created and designed training and development plans to drive site performance and future planning for promotions across business
- Owner of recruitment targets for site and managing attrition thus created job spec, liaised with local agencies to source right candidates for roles and worked closely with operational team to ensure team morale was maintained
- Support clients with identifying and maintaining hardware and software solutions along with network maintenance
- Owner of Customer Experience for organisations and work on optimisation for increased customer retention and repeat sales
- Ability to build automation solutions for business
- Ability to build Target Operating Model to support with company growth and give forecast of growth rate for business functions; focus on how & where to invest in automation to ensure less investment required in headcount without quality of service being impacted in line with company growth or change in market requirements
Head of CX
Direct Ferries
07.2018 - 08.2019
- Designed and implemented customer service strategies, including acquiring outsource partner to manage 40% of workload for department on a long-term basis
Customer Service Director
Booking.com
10.2011 - 10.2017
- Designed new performance practices and policies across business for regions, supporting 4000 FTE's
Education
BA - Business Management
Birmingham University
Lean Six Sigma -
Open University
Skills
- Corporate governance
- Public speaking
- Ethical leadership
- Training program development
- Updating organizational structures
- Human capital studies
Languages
- English
- Swedish
- Norwegian
- Arabic
Affiliations
- Leading an office initiative outside of work to help homelessness in the local area, this resulted in providing hot meals and blankets to 70 members of our community during the cold.
Accomplishments
- Recognized for critical thinking and attention to detail when a large-scale phishing scam impacted the company and several thousand customers, as it initially started small on a late Friday afternoon. Other colleagues had not thought anything of it and assumed it was a specific issue affecting some hotel partners and customers. I was awarded company-wide recognition by the leader and given additional training in leadership, which supported my development at Booking.com
Timeline
Tech & Leadership Consultant
Self
05.2020 - Current
Head of CX
Direct Ferries
07.2018 - 08.2019
Customer Service Director
Booking.com
10.2011 - 10.2017
BA - Business Management
Birmingham University
Lean Six Sigma -
Open University
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