Maher Alkhatib Email & Phone Number

Mississauga, On, Ca

Toronto, Ontario, Canada

Enhanced automation and optimized key processes across multiple stages, resulting in significantly faster processing times and increased capacity to handle higher volumes.• Automation and Compliance: Spearheaded workflow automation in IRA closes and amount adjustments, ensuring legal and SEC compliance while enhancing efficiency.• Process Owner: Managed processes end-to-end, implementing automations that streamlined the investment processes for institutional and VIP investors.• Managed quarterly rollover of 30+ funds and led VCA operational workflows, maintaining high accuracy and resolving conflicts of interest.• Optimized operations using tools like Zapier, Flowdash, and Jira, enhancing team collaboration and process efficiency.• Navigated the 2022 SVB crash by supporting customers in a highly stressful environment, minimizing damage an providing crucial reassurance.

Ontario, Canada

• Hiring & training on different aspects of customer service such as de-escalation and relationship management.• Reevaluated the recruitment process for the CS team leading to 50% more candidate interest and applications.• Introduced the team to a new CRM platform to standardize communication both internally and our customers.• Part of the project to introduce Business Central the new ERP System to consolidate all our systems in one place.

Toronto, Ontario, Canada

•Built the CS department at LC from hiring & training, system setup & integration, and workflow optimization.•Created all training knowledge-base resources in confluence for the team to be able to perform day-to-day tasks. •Process mapped all agent interactions into workflow charts increasing agent focus, CSAT, and CPH.•Worked closely with compliance on identifying, stopping and educating users on AML/ATF issues in crypto.•Created and maintained the Jira for the CS team as well as CS Service Desk for internal communication.•Procured & implemented software to enhance quality and WFM for the team, increasing efficiency by 12.5%.•Worked with different consulting firms on the Zendesk Powerhouse Optimization Project.•Introduced an LMS system as a pilot with the CS team with a high utilization of 3 courses per agent per month.•Created a quality and training department within the CS department that including processes and evaluations.•Supported the career of a team member’s growth into a newly created role of Training and quality executive.•Worked with marketing and compliance on PR relations such as legal, governmental and public outlook.•Worked alongside operations on process improvements that reduced the cost of the process by 20%.•Worked with the CCO and financial controller on the establishing methods of refund in the crypto industry.•Took ownership in handling high pressure situations, end to end, such as crypto crashes and pumps & dumps.•Worked closely with the product team on new product launches from creating change resources to training.•Took ownership of 5 new CSRs journeys from developing JDs, onboarding plans and hiring.•Managed team performance through KPIs monitoring, cross-referencing reports and continuous feedback. •Responsible for Department operations as a whole including talent acquisition, budgeting, vendor management, and representing the CS department on the leadership team.

Ajax, Ontario, Canada

Tweed• Developed and conducted training material for the team on sales, customer service, and operations.• Acted as a liaison between the different corporate branches and the team to maintain operational consistency.• Created Standard operating procedures that maintain both high quality service and task efficiency.

Toronto, Canada Area

• Led the work from home deployment project during COVID-19 including training, IT-Support & overall logistics for the entire Toronto Site that led to 400+ employees working from home within 10 days.• Oversaw and grew several individual projects that became sitewide initiatives or were adopted by all teams.• Worked on several interdepartmental projects to reduce fraud, optimize recruitment, elevate morale & efficiency.• Took ownership of Team results and provided daily leadership to a team of multilingual agents that exceeded regional Targets by 6% in customer Satisfaction.• Collaborated with the recruitment team in the recruitment process and on boarding of new team members decreasing attrition rates by 5%.• Effective change manager, that handled periods of change and led a team through this by displaying motivating and encouraging behaviors• Understood development needs and provided coaching, training and support to team members that lead to the promotion of three agents to the Advanced Roles Team.• Effectively used business tools to monitor team performance, quality and adherence• Created a safe and open team environment where regular and constructive feedback is encouraged

Woodbridge, Ontario, Canada

• Applied root cause analysis and implemented an improved process that reduced defect waste by 60%.• Created a system to cross-train employees and allow for better talent optimization.• Oversaw the opening of the TD Auto Center from training employees to establishing relations with TD staff.

North York

• Grew fleet by 40% via continuously improving the booking process and developing relations with branches.• Decreased overhead costs by 8% through optimizing employee hours.• Maintained fleet service to highest fleet standard score in the Area.

Toronto, Canada Area

• Increased Service Quality Index from 82% to 94% in six months by leading a customer journey driven approach.• Established five corporate accounts that lead to an increase in overall corporate revenue.

Markham, Ontario

- Analyzed deduction claims to ensure product delivery or conduct remediation.- Created an efficient process that reduced claim processing time by 75%.- Collaborated with vendors including Wal-Mart, Costco, and BestBuy to resolve discrepancies.

Ontario, Canada

Promoted from salesperson, to assistant manager, to operations manager within a year.- Managed daily operations including inventory, sales, shipping, and logistics. - Planned, controlled, and led a team of 8 to execute 7 warehouse sales in 3 cities.- Developed relationships with vendors by ensuring ethical activities and resolving disputes. - Organized records, filed invoices and managed day to day transactions.- Operated and maintained the company’s E-commerce site.

Dubai, United Arab Emirates

1 Week Trade Shows and 3 week booth organization periods.- Automechanika 2011 - 2015 with LGP, Kawe, and SM

Sharjah, United Arab Emirates

Worked under the direct supervision of Dr. John Katsos on the Peace by Commerce initiative.- Transformed raw data from conflict zones into quantifiable information through Excel.- Translated and transcribed interviews from businesses in conflict zones.

Dubai, United Arab Emirates

- Transcribed Interviews and focus group discussions in Arabic and translated them into English.

Damascus, Syria

- Greeted customers in the store and guided them.- Worked the Cash Register and balances at the end of the night- Worked with different suppliers on inventory orders-Took meetings with suppliers on different new products (non-medical)

Bachelor’S Degree, Business Administration

Marketing Major with a concentration in Digital Marketing. Management Minor.

Syrian Baccalauréat, Literature

High School Diploma, Business