Ali Zelmat Email and Phone Number
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As a seasoned Director of Global Support with extensive experience leading global teams and implementing business transformation initiatives, I am a results-driven professional with a track record of success in improving customer satisfaction and driving operational efficiency.My expertise lies in designing and implementing comprehensive customer support strategies that align with organizational goals and deliver exceptional customer experiences. With a focus on process improvement and employee development, I have led teams to achieve significant improvements in customer retention, service level agreements, and other key performance indicators.Throughout my career, I have successfully managed complex projects, including the implementation of new technologies, the optimization of support workflows, and the expansion of support services to new regions. I excel at building collaborative relationships with stakeholders across departments and geographies, and I am adept at communicating complex information to diverse audiences.As a leader, I am passionate about coaching and mentoring team members, fostering a culture of continuous learning and improvement, and driving organizational change to achieve business goals. With a proven ability to manage multiple priorities and stakeholders, I am a strategic thinker who can navigate complex challenges and deliver impactful results.
Crescent Private Wealth
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Director Of OperationsCrescent Private Wealth May 2024 - Present
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Director Of OutreachIslamic Association Of Raleigh Jan 2024 - Present -
Director, Global SupportChanneladvisor Sep 2017 - Feb 2023Morrisville, 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. -
Business Continuity Planning Co-LeadChanneladvisor Feb 2020 - Mar 2022Morrisville, North CarolinaDesigned 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.
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Senior Manager, Software SupportChanneladvisor Apr 2015 - Sep 2017Morrisville, 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.
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Manager, Software SupportChanneladvisor Apr 2014 - Mar 2015• 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.
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Software Support TechnicianChanneladvisor Sep 2013 - Apr 2014Morrisville, 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.
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Traffic ManagerCurtis Media Group Sep 2004 - Sep 2013Raleigh, North CarolinaManaged team of 4-6 responsible for commercial traffic scheduling, invoicing and accounts receivable. -
Traffic DirectorCurtis Media Group Apr 2000 - Sep 2004Raleigh, North CarolinaManaged daily commercial traffic scheduling and invoicing for multiple radio stations.
Ali Zelmat Skills
Ali Zelmat Education Details
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Business, Management Information Systems -
Accounting -
Nuclear Engineering, Public Relations
Frequently Asked Questions about Ali Zelmat
What company does Ali Zelmat work for?
Ali Zelmat works for Crescent Private Wealth
What is Ali Zelmat's role at the current company?
Ali Zelmat's current role is Proven Global Technical Support Leader | Business Transformation Expert.
What is Ali Zelmat's email address?
Ali Zelmat's email address is al****@****sor.com
What is Ali Zelmat's direct phone number?
Ali Zelmat's direct phone number is +191924*****
What schools did Ali Zelmat attend?
Ali Zelmat attended East Carolina University, Wake Technical Community College, North Carolina State University.
What skills is Ali Zelmat known for?
Ali Zelmat has skills like Radio, Advertising, Marketing, Microsoft Office, Customer Service, Management, Public Relations, Salesforce.com, Editing, Powerpoint, Microsoft Excel, Broadcast.
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