Yahya Khalfani
Scottsdale,AZ
Summary
Process-driven professional with passion and vision. More than five years in customer service, 2 years in sales, five years as manager/supervisor, and six years in case management to add to work experience. Organized and dependable candidate successful at managing multiple priorities and improving processes.
Overview
22
22
years of professional experience
Work History
Project Coordinator
Landsea Homes
11.2020 - 09.2023
- Increase accuracy and efficiency in various Customer Care processes regarding orientations and closings.
- Execute multiple projects from start through delivery by prioritizing needs and delegating assignments.
- Provide input and feedback on departmental initiatives, directives and strategies to contribute to project success.
- Coordinate third party vendor relationships and reports for internal software accuracy, and all orientations between multiple internal departments and outside investors.
- Address escalated issues requiring efficient and effective resolutions.
- Keep projects on schedule by managing deadlines and adjusting workflows.
Warehouse Manager
Foundation Building Materials LLC
12.2013 - 10.2020
- Managed/Supervised and assigned team of 11 involving routine daily tasks, customer service and various projects.
- Improved sales, customer service culture and processes in department.
- Created and implemented new strategies for increased efficiency and training in department and across region.
- Performed root cause analysis reports on all escalations received.
- Scheduled shifts and submitted all approved payroll hours for department employees.
- Purchased products and created relationships with local vendors.
Executive Assistant to the President
Spectrum
08.2006 - 12.2013
- Handled over 500 confidential and sensitive information with discretion and tact.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Worked with senior management to initiate new projects and assist in various processes.
- Accomplished multiple tasks within established timeframes.
- Case management of complex, escalated, high-volume complaints to successful resolution.
- Counseled debtors on payment options and arranged installment agreements on closed accounts.
Call Center Trainer
First American Home Warranty
02.2002 - 07.2006
- Trained and supervised up to 15 new personnel hired to fulfill various roles.
- Analyzed and evaluated training platform and on the floor results.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal strength and positioning.
- Dispatched technicians to assess and resolve repair or replacement issues at homes, nationwide.
- Resolved escalated, complicated customer account issues.
- Reviewed and explained variety of unilateral contracts to inform customers of their coverages.
Education
Bachelor of Science - Business Administration
Liberty University
Lynchburg, VA05.2024
Skills
- Quality Assurance
- Training and Development
- Verbal and Written Communication
- Operational Procedures
- Customer Relations
- Microsoft 365
- Orientation Procedures
- Call Escalation
Timeline
Project Coordinator
Landsea Homes
11.2020 - 09.2023
Warehouse Manager
Foundation Building Materials LLC
12.2013 - 10.2020
Executive Assistant to the President
Spectrum
08.2006 - 12.2013
Call Center Trainer
First American Home Warranty
02.2002 - 07.2006
Bachelor of Science - Business Administration
Liberty University
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