Web Master Owner, 03/2004 to Current Duvines.com – Frisco, TX
Owned and operated Duvines.com website.
It is an online silver jewelry store.
Most client are individual shoppers.
A new version of the website is in progress.
Designed layout and built e-commerce website using HTML code 100%.
Test function, procedure and custom tags.
Edit digital photos and graphics for 100% efficient website presentation.
Adaptable to learning new and customized software programs.
Customer Service Quality Analyst, 12/2015 to 02/2020 UnitedHealthcare StudentResources – Richardson, TX
As CS Quality Analyst, created the system that is used today at United Health Care Student
Resources for Quality Assurance.
Created forms, established standards and guidelines and trained Customer
Developed and established the SACM (Saudi Arabian Cultural Mission) teams here with
18 members and in India with 20 members by coaching and guiding them.
Selected approximately 200 calls and 50 emails for performance evaluation monthly.
Conducted weekly calibration sessions with call center Team Leaders to develop scoring consistency and
Developed and deployed daily audits to assess the quality and accuracy of the Customer Service
Collaborated with supervisors to assist with training for both new and existing team members which
enhanced NPS from below 25% to over 70%.
Analyzed results by measuring skills in product knowledge, service ability, efficiency, adherence to HIPAA
and other regulatory compliance and internal processes.
Used collected information to identify trends and recommend areas of improvement.
Provided quantitative and qualitative data to Operations Leadership on customer facing activities.
Recommended improvement in training and course work which improved retention by 30%.
Identified platforms and processes that would support the continuous improvement of agent effectiveness
and the customer experience which helped productivity by more then 10%.
Contact Center Supervisor.
Contact Center Supervisor, 01/2008 to 12/2015 Telvista, Inc – Dallas, TX
Earned several promotions, from Support Agent to Contact Center Supervisor within 1 year.
Customer Service/Support 20%.
Call Center Supervision 70%.
Observed and evaluated team members' performances and completed performance reviews and
individual training, improvement, and development plans which helped retention by more than 10%
Continuously exceeded all key performance indicators, business objectives and customer satisfaction
levels for quality service and support.
Evaluated performance and productivity; motivated staff through formal and informal coaching, training
initiatives and incentive programs that boosted my FCR by more the 40%.
Analyzed, reviewed and implemented improvement strategies to increase operating efficiency and adapt
to new requirements while maintaining a high level of quality support and increased my team quality by
more than 40%.
Consistently achieved 0% attrition rate for the top 10% of quality workforce.
Manages annual performance review process by writing and delivering performance and pay messages.
Auditor, 03/1991 to 12/2015 Proprietor
M & R Inventory Specialists – Frisco, TX
Owner, team leader.
Created a new audit system to eliminate errors and facilitate on boarding that
reduced labor by 20%.
This is an inventory service that audit physical inventory for clients at their place of
Such businesses are: Convenient stores, Gifts store, Liquor stores etc.
Managed and supervise inventory audits and audit teams of 2 to 15 auditors.
Coordinated and reconcile inventory audits for clients to assure the 100% error free.
Advised clients how to monitor inventory and control systems for 0% loss and how to resolve conflict.
Strong math skills
Demonstrated good listening skills and pay particular attention to detail reduced error to 0%.
B.S: Mechanical Engineering, 1987 University of Texas - Arlington, Texas Put myself thru college to earn my Mechanical Engineering degree
Forward thinking leader with over 30 years customer service management that specializes in team building with
focus on efficiency, production, quality and team engagement. Observed and evaluated team members'
performances, motivated staff through formal and informal coaching, training initiatives and incentive programs.
Continuously evaluate metrics and results to identify areas of improvement.
Manager Tools Certifications
One on One Time & Priority Management Systemic Feedback Effective Meetings
Standard Feedback One Kind Thing/Heart of Feedback Accepting Feedback Personal Effectiveness
Coaching Peer & Project Manager How to Work with HR There Is No Why
Owning the Inputs Manager as an Employee Effective Delegation
Fluent in both English and Arabic
Microsoft Office (Outlook, Excel, Word, etc....)
Demonstrate a true passion for world-class customer service