Hesham Kahil Email & Phone Number

Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

Currently leading the Workforce Management org within Guest Support. This encompasses Forecasting, Scheduling, Time Keeping and Intraday functions within the contact center.

Vancouver, British Columbia, Canada

Led a team of 5 Leads and 35+ Analysts across 5 timezones who comprised the Real TimeOptimization (RTO) function within Shopify’s Workforce Planning (WFP) division. Our team provided24/7 coverage to 18+ internal lines of business (LOBs)Key achievements included: - Developed and coached a high-performing Leadership team, achieving consistent 90th+ percentile Pulse survey scores for RTO as a whole. - Successfully scaled the team from 25 to 35 ICs and 3 to 5 managers in 2022.- Migrated Support’s real-time dashboards from Datadog to Prometheus achieving full integration, change management and roll-out in under 3 months.- Developed and implemented business continuity plans across multiple LOBs for the 2022 BFCM season, achieving Service Level targets. The plan was adopted as the official structure for Front Line Support as of January 2023. - Executed RTO's annual strategic objectives, expanding services, improving cross-functional processes, and driving efficiency despite decreasing headcount since Fall 2022. - Collaboratively streamlined communication and data sharing processes between Shopify and BPO Vendor partners, enhancing staffing allocation and utilization.- Collaboratively launched Asynchronous Chats as a channel offering to Shopify merchants achieving full integration in under 2 months. Primary responsibilities included:- Developing and executing on RTO’s annual strategic objectives.- Driving the continuous improvement of the function from a people, process and technologyperspective while continuing to expand the scale and complexity of our services.- Collaborating with Senior Leaders across Planning and Operational functions on developingand implementing additional strategic objectives.- Coaching Team Leaders on craft and leadership skills to drive team engagement andperformance.

Vancouver, British Columbia, Canada

My most impactful contributions involved supporting the ideation and implementation of structural processes that enabled the scaling of the team size (from 9 to 25 ICs), and scope of work (from servicing 2 to servicing 12 lines of business) Key achievements included:- Developed a Slack channel infrastructure and SOPs for communication internally within WFP & with Operations stakeholders at scale - Standardized processes for expanding the team's services to new business lines- Improved reporting on individual IC productivity and workload distribution- Standardized Data Analysis and Story Telling templates- Developed SOPs for working with BPO RTA teams- Worked with the Data and Technology teams to design scalable Dashboards for real time reporting on queues and staffing - Coordinated the execution of contingency measures in Core English & Multilingual Support throughout BFCM 2020 to meet SLOsPrimary responsibilities included:- Providing timely feedback and coaching to direct reports - Supporting ICs in balancing workloads and meeting work and project timelines- Working closely with the Workforce Planning - Real Time Senior Lead and peers (Real Time Team Leads) on ideation and execution of strategy and tactics to support our businesses- Reinforcing healthy team dynamics & ensuring alignment amongst ICs on approach, knowledge & culture - Removing roadblocks and identifying improvement opportunities for craft-specific work and cross functional partnerships- Collaborating with the larger WFP Leadership team to deliver on objectives

Vancouver, British Columbia, Canada

I was a founding member of the Real Time function within Workforce Planning at Shopify. My most impactful contributions were foundational - Informally led the initial team members for 4 months before the Specialist role became official in Feb 2019 - Identified and documented data and technology needs for the real time use-case, and worked closely with the Support Data Science and Technology teams on implementation - Developed, documented and implemented multiple key SOPs between the Real Time team and key stakeholders- Developed contingency plans for Support in 2019- Developed many of the internal processes and workflows that comprise the day to day tasks of a Real Time Specialist- Daily duties included daily reporting on performance KPIs to senior leadership, auditing and updating schedules, managing queues and staffing intraday, queue performance data retrospectives, trend analysis, and responding to requests from Operations

Vancouver, British Columbia, Canada

As a Team Lead I had the opportunity to lead (separately) two highly engaged high performing remote teams of 8 and 11 Support Advisors - Provided 1:1 coaching to my reports on technical trouble shooting, sales, and business coaching- Set team goals and provided timely feedback to ICs to meet performance objectives- Supported & mentored peers during the founding of a new Support time zone in British Columbia - Championed initiatives that were key to boosting engagement and nurturing team culture - Performed ticket dives and flagged widespread critical knowledge gaps to senior leadership and stakeholder teams

Vancouver, British Columbia, Canada

- Provided technical support & business coaching to hundreds of Shopify merchants, over live phones, chats and Email channels, consistently exceeding performance targets around customer satisfaction and sales- Delivered workshops to my peers and other teams on sales, taxes and Facebook marketing - Mentored peers on a regular basis- Served as team Point of Contact for several months

British Columbia, Canada

- Independently taught three to four tutorials on a weekly basis. This included lecturing and moderating class discussion. Courses taught include (Phil xx1 - Critical Thinking) & (Phil 120 - Moral Philosophy) - Received the highest TA performance rating in the department on an almost regular basis - Provided oral and written feedback to students on assignments, essays and exams- Tutored students during office-hours every week - Responded to e-mail queries from students regarding the course material

Master’S Degree, Philosophy, 3.95

Bachelor'S Degree, Business Administration - Marketing Specialization, 3.7/4

Activities and Societies: - AUC Student Union, Philosophy Club, The Society of Physics Students.

Bachelor'S Degree, Philosophy, 3.7/4