Abdallah Shaadh Rahman Email and Phone Number

Primary responsibilities undertaken in Concentrix as operations manager:• Manage Content Moderation operations of eight languages & eight LoBs of a Social Media platforms requiring over 400 moderators & 50 support staff.• Manage the processes of the project and coordinate with all stakeholders to ensure the project runs smoothly. The scope includes; but is not limited to; recruitment, procurement, system readiness, SOP management etc.• Take responsible for the entire project and… Show more Primary responsibilities undertaken in Concentrix as operations manager:• Manage Content Moderation operations of eight languages & eight LoBs of a Social Media platforms requiring over 400 moderators & 50 support staff.• Manage the processes of the project and coordinate with all stakeholders to ensure the project runs smoothly. The scope includes; but is not limited to; recruitment, procurement, system readiness, SOP management etc.• Take responsible for the entire project and keep the project functioning smoothly through TLs & Support Team members. This includes task assignments to TLs daily and summarizing their work.• Enforce governance of the TL team and close the loop of each question. Keep training all leadership and establish management mechanisms with them.• Renew team culture and make the team well-organized. Encourage engagement with each team member to ensure harmony in running operations.• Monitor daily business, QA data and implement result-oriented solutions for the business.• Making sure the team consistently exceeded performance targets and getting the client's confidence to increase process flow assignment from 4 to 8 and required HC from168 to 467• Ensure staff engagement and contained monthly attrition rate within 2%• Ensure growth within the the team and 25+ team members archived career elevation• Kept open and cordial communication with clients. Show less

Primary responsibilities undertaken in Genex as operations manager:• Manage Content Moderation operations of three multichannel Social Media platforms requiring over 500 headcount.• Manage the processes of the project and coordinate with all related departments to ensure the project runs smoothly. The scopeincludes; but is not limited to; recruitment, procurement, system readiness, SOP management etc.• Take responsible for the entire project and keep the project functioning… Show more Primary responsibilities undertaken in Genex as operations manager:• Manage Content Moderation operations of three multichannel Social Media platforms requiring over 500 headcount.• Manage the processes of the project and coordinate with all related departments to ensure the project runs smoothly. The scopeincludes; but is not limited to; recruitment, procurement, system readiness, SOP management etc.• Take responsible for the entire project and keep the project functioning smoothly through AMs. This includes task assignments to AMs daily and summarise their work.• Enforce governance of the TL team and close the loop of each question. Keep training all leadership and establish management mechanisms with them.• Renew team culture and make the team well-organized. Encourage engagement with each team member to ensure harmony in running operations.• Monitor daily business and QA data and implement result-oriented solutions for each business.• Keep open communication with clients. Show less

I was working on a project to introduce a packaged food conglomerate to Bangladesh & establish Bangladesh as the main distribution hub of the organization in South Asia. Scope of the project includes client relationship development, marketing & distribution.I was also overseeing a project to develop a full-proof Secure Truck Solution to help exporters eliminate theft of merchandise on-route to different ports in Bangladesh. IoT is being used extensively in this… Show more I was working on a project to introduce a packaged food conglomerate to Bangladesh & establish Bangladesh as the main distribution hub of the organization in South Asia. Scope of the project includes client relationship development, marketing & distribution.I was also overseeing a project to develop a full-proof Secure Truck Solution to help exporters eliminate theft of merchandise on-route to different ports in Bangladesh. IoT is being used extensively in this project.Automation is a passion of mine and I enjoyed working on the automation of water supply authority’s meter reading system using GSM to increase accuracy, punctuality & overall efficiency.Going back to my roots, I am heavily engaged in establishing a state-of-the-art BPO in Bangladesh that will transcend the regional perception that BPOs are limited to running contact center operations. Show less

I worked for TDCX Singapore between Nov 2018 and Nov 2020, a company with the mission to empower partners and employees alike to grow through the use of innovative and highly efficient solutions.In my two years with TDCX, I was handling operations and administrative tasks of five clients, mostly surrounding luxury clientele. I also undertook several projects to elevate the quality of service we provided to both government and luxury clients. While running contact centre operations for… Show more I worked for TDCX Singapore between Nov 2018 and Nov 2020, a company with the mission to empower partners and employees alike to grow through the use of innovative and highly efficient solutions.In my two years with TDCX, I was handling operations and administrative tasks of five clients, mostly surrounding luxury clientele. I also undertook several projects to elevate the quality of service we provided to both government and luxury clients. While running contact centre operations for multiple clients, I took part in the implementation of three separate client accounts. In addition, I trained my team at TDCX when we launched the Live Chat channel for one of the luxury campaigns within short notice. Some Highlights: 100% contractual and non-contractual KPI targets met for the entire tenure. Successfully extended the service contract with clients. Mobilized the team to work from home within 3 days during COVID-19 crisis. Implemented Live Chat within 2 days during COVID-19 to support digital showroom. Led the team into winning Call Centre Association of Singapore’s Award for the “Mystery Shopper” category in 2019. Achieved 86% Staff Engagement rating in 2020. All projects completed within required timeline and resource. 0 client dissatisfaction in any of the implementation. Show less

I started my career in the Contact Centre industry as a front-liner in Sudong, a subsidiary of Singtel, based in Malaysia. I moved up the ranks in the inbound voice team, email team and digital support team. While I was handling operations, I also undertook Six Sigma and COPC projects to improve CSAT, Quality, Employee Engagement and Processes. I also undertook responsibilities of conducting cross-training of agents of different skillsets, change management training (while Singtel was going… Show more I started my career in the Contact Centre industry as a front-liner in Sudong, a subsidiary of Singtel, based in Malaysia. I moved up the ranks in the inbound voice team, email team and digital support team. While I was handling operations, I also undertook Six Sigma and COPC projects to improve CSAT, Quality, Employee Engagement and Processes. I also undertook responsibilities of conducting cross-training of agents of different skillsets, change management training (while Singtel was going through a major overhaul of their CRM) and Digital Support Training (Chat & Messaging).Some Highlights: One out of four junior officers to be trained & certified in Lean Six Sigma Yellow Belt. Only junior TL to be trained & certified in COPC High Performance Management Techniques. Won numerous TL of the year awards. Developed talent and groomed three individuals to Team Lead position with the tenure. Led the only team in the organization to achieve employee engagement score of 96% in 2017. Was empowered to handle top-management and regulatory complaints when needed. Excelled in meeting all KPI targets since month one. Appraised for promotion three years consecutively. Show less