Ahmed Tayim

- Responsible for managing the execution of advanced analytics for complex accounts, ensuring high-quality insights, and precise delivery. Coordinates with business unit and support groups, driving consistency across programs.
- Leads a team in delivering superior analysis, strategies, clear recommendations framed by ROI/impact potential, and risk scenarios. Administers descriptive and statistical analyses, and qualitative process documentation.
- Performs qualitative and quantitative data analysis and uncovers performance enhancement opportunities via Microsoft Excel, Python, R, among other tools. Constructs key driver analyses and calibrations between metrics, providing technical guidance and validating results.
- Educates others on extracting hidden insights and formulating recommendations. Excels in articulating high-level business concepts as well as detailed data analysis results to internal and external clients.
- Builds relationships with Operations peers and support groups to understand current operational processes and identify potential gaps impacting key metric results. Ensures standard procedures and best practices are integrated into process enhancement initiatives.
- Demonstrates understanding of internal profitability drivers and ensures hours versus budget accountability.
- Makes informed decisions regarding optimal resource utilization and goals to support departmental objectives within own team and resolves issues in line with departmental plans and priorities. Capable of translating business and departmental goals into specific strategies for the team to achieve results.
- Presents consultative recommendations to clients based on the data gathered from the team and prior industry experience and knowledge. Keeps up-to-date with industry and market practices and incorporates them into client and internal programs.
- Mentors, oversees, and directly manages direct reports.

-Working as part of a multi-disciplinary team of data specialists, strategists, experience consultants and technology gurus to deliver great client solutions through complex analysis & due diligence process to measure the estimated benefits for new logos in sales pipeline.
-Manages interfaces with key client stakeholders and effectively navigates difficult issues and project risks; directs resources and work plans.
-Develops key driver analysis, statistical linkages and calibration between metrics. Provides technical guidance, answering questions, strategizing analytical framework and work plan development, checking and validating results and findings, etc.
-Oversees the implementation of analytic and performance improvement activities for large and/or complex accounts in conjunction with business unit and support groups. Ensures consistency of approach, quality of insight and accuracy of delivery across programs.
-Manages multiple clients under the travel vertical.
-Identifies and deploys best analytic practices based on industry expertise.
-Utilizes analysis, call center and problem solving skills/frameworks to develop a work plan and approach for the team to improve call center performance metrics.
-Delivers consultative recommendations to clients by drawing from information captured from the team and leveraging prior industry experience and knowledge. Stays abreast of industry and market practices and incorporates the use of this knowledge with client and internal programs.
-Trains, develops, and manages performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization’s policies.
-Makes decisions about optimal resource utilization and goals to support departmental goals within own team, as well as resolution of issues in accordance with department plans and priorities.

- Use the knowledge of statistics to work with service delivery & client leadership to deliver the findings of complex analysis into actionable insights that tell a story.
- Utilize qualitative and quantitative industry data to synthesize hypothesis, pilot proof of concepts and scale solutions/analysis across the travel vertical.
- Support the definition and implementation of digitized Global Analytics Governance model.
- Working as part of a multi-disciplinary team of data specialists, strategists, experience consultants and technology gurus to deliver great client solutions through complex analysis & due diligence process to measure the estimated benefits for new logos in sales pipeline.
- Own client relationship to consult with clients on business operations and performance initiatives along with strategic CX focus.
- Conduct internal and client-facing presentations to stakeholders to provide findings and recommended changes for improvement initiatives
- Perform line management duties for direct reports including performance management in line with CNX policy & Ensure accuracy of data and deliverable of reporting employees with comprehensive policies and processes.
-Shaping centralized hub of travel analytics expertise by bringing best in class SME's with various industry knowledge in multiple products & industry related tools & techniques.

• Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports
• Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools. Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps
• Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between metrics
• Coordinates data feeds with Operations to provide data for analysis
• Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results
• Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation
• Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs
• Contributes to recommendation/initiative development based on results of analysis
• Develops updates to reflect current status of activities; monitors progress against action plans; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics
• Produces documentation of key insights quality analysis or root cause work, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews
• Six Sigma Projects on CX Metrics
• RPA

• Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
• Drive initiatives to improve the quality of Training and Quality support provided at Convergys by evaluating and improving internal processes
• Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations in a correlation with Class quality scores.
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Conduct Coaching and Development sessions with team members to drive continuous improvement.
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key Quality support processes within each account and recommends changes
• Administration of applicable certification and training processes for staff up to and including internal and client requirements
• Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate
• Lead Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)
• Conducts analysis on Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans.

-Setting and meeting performance targets for speed, efficiency and quality metrics
-Design process maps, procedures and controls
-Provides follow-up to monitor the progress of planned improvement
implementation to assure timely action, appropriate management support and achievement of expected benefits. Uses appropriate measurement analysis and evaluation methods to accurately identify and document process improvements.
-Develop business process maps for Contact Center operations based on COPC requirements and best practice
-Construct Table F as required by COPC standards
-Organization and facilitation of cross-functional teams to achieve improvement objectives.
-Define the goals of the improvement activity.
- Measure the existing system performance.
- Analyze the system to identify ways to eliminate the gap between the current performance of the system or process and the desired goal.