Ali Zelmat Email & Phone Number

Morrisville, North Carolina, United States

• Staffed and managed 100+ member team across 9 countries, providing world class technical support, user experience and education for global client users and internal staff. • Drove 50% improvement in case resolution time by implementing innovative processes, systems, and tools to efficiently scale the support team.• Led international expansions of support teams in lower-cost locations, achieving increased operational capacity, including outsourced partner.• Established Content team and strategy to drive user engagement, education and self-service, publishing 300+ new & 250+ updated articles per quarter. • Reduced agent ramp time by 50% by instituting a Training and Development team to focus on training and career development. Reduced Support department attrition to < 5% annually. • Launched platform training certification program for customers and employees.• Collaborated with cross-functional teams to improve user experience and reduce technical challenges based on Support case data analytics.• Directed critical incident response team. Responsible for internal and external communications, event management, customer escalations and cross-departmental collaboration to resolve incidents. • Co-led corporate pandemic response team, demonstrating leadership during challenging situations. Built and managed employee information site and corporate-wide communications delivery.

Morrisville, North Carolina

Designed and implemented pandemic response in concert with COO and cross-functional team. Drove employee engagement and corporate communication to deliver outstanding business transformation to fully-remote work environment.

Morrisville, North Carolina, United States

• Managed and mentored teams of managers, support technicians, analysts, technical leads, engineers, and solutions architects. • Improved agent training and expertise, including the development of training plans and subject matter expert programs. • Collaborated with Engineering and Product Management to enhance user experience and self-service.

• Managed team of 6-10 agents across multiple service tiers, overseeing operational metrics for global user support. • Set clear objectives, and evaluated agent effectiveness through performance metrics, quality analysis and customer surveys. • Managed individual performance, skills, and development through individualized growth plans to align with departmental goals.

Morrisville, North Carolina, United States

• Provided technical support for internal and external software platform users across multiple product areas of expertise. Advised users on best practices and maximizing business value.• Troubleshooted and diagnosed system issues, user errors and integrations with 3rd party platforms. Recognized as top-performing agent within 30 days of start. • Documented cases, resolutions, solutions and standard operating procedures.• Created and delivered training on new and existing platform features, troubleshooting techniques and soft skills.

Raleigh, North Carolina

Managed team of 4-6 responsible for commercial traffic scheduling, invoicing and accounts receivable.

Raleigh, North Carolina

Managed daily commercial traffic scheduling and invoicing for multiple radio stations.

Bachelor'S Degree, Business, Management Information Systems

Associate Of Arts And Sciences (Aas), Accounting

Nuclear Engineering, Public Relations