Syed Adil M. Email & Phone Number

Toronto, Ontario, Canada

United Arab Emirates

• Led the design and implementation of IVR systems on Genesys Cloud Architect, optimizing call flows and enhancing customer experience. Key responsibilities included governance, administration, change management, and.
• Led the User Acceptance Testing (UAT) team during the transition from Legacy Avaya Technology to the Genesys Cloud Contact Center as a Service (CCaaS) platform
• Provided 1st and 2nd level support for Contact Center technologies, including MACD, IVR design, and system optimization.
• Conducted discovery sessions with stakeholders to gather and document business requirement for the Avaya legacy to Genesys cloud technology migration project.
• Designed and implemented IVR solutions on Genesys Cloud Architect, improving efficiency by 15%.
• Optimized workflows and processes, enhancing system performance and user satisfaction by 20%.

Dubai

• Optimizing call forecasts, resource planning, capacity planning, IVR systems, workbooks, and call flows for 52 accounts, ensuring compliance with local labor laws.
• Led global planning, coordination, and governance for the Etihad and dnata accounts, ensuring effective stakeholder management and consistent engagement. Created call forecasts, resource planning, capacity planning and.
• Represented Workforce Management (WFM) in all client meetings (WBR & MBR), preparing and presenting analysis on global performance.
• Drove efficient and timely delivery of rosters (in compliance with local laws and using available tools) to meet overall business requirements for inbound and support functions, including training and offline.
• Responsible for creating short- and long-term forecasts and workforce requirements.
• Responsible for meeting service level targets and operational performance across 5 sites of Etihad.

Abu Dhabi, United Arab Emirates

• Oversaw real-time monitoring, intraday creation, adherence tracking, and incident reporting for Etihad Airways contact centres across multiple regions.
• Monitor real-time performance against established service level objectives, adjusting agent skill sets as needed, and suggesting schedule changes based on interval-wise service level performance.
• Prepare intraday, daily and EOD reports related to service level, call performance, AHT, C-SAT surveys, AUX reports, etc.
• Manage breaks and adherence of agents across all centers.
• Identify any overtime requirements for the day/month and coordinate with TLs/PMs.
• Review swap and annual leave requests for agents and TLs in accordance with organizational policy.

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates

• Handled inbound calls, emails, and chat inquiries from customers.
• Assisted passengers with reservations, cancellations, and changes to their travel plans.
• Addressed customer complaints, resolved issues, and ensured a positive experience.
• Processed flight bookings, upgrades, and changes using the airline’s reservation system.
• Promoted ancillaries’ service such as travel insurance, extra baggage, and seat upgrades.

United Arab Emirates

Handling POS (Point of sale) greeting customers, answering questions, offering assistance, suggesting items, lending opinions and providing product information.