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Saleh Sallam
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section) Kyiv

Summary
Head of Back Office with experience managing 150 employees across 5 departments. Increased QC team productivity by 250%
and Verification department performance by 750% within 2 months. Developed KPI-driven performance tracking and early-
warning monitoring systems for Conversion teams, leveraging Google Sheets and Power BI to analyze performance metrics,
monitor traffic acquisition ROI, and assess business profitability. Partnered directly with the CEO to identify performance gaps,
deliver data-driven recommendations, and guide strategic and operational decisions.

Experience
Head of Back Office Aug 2023 - Aug 2026
NDA Kyiv

Key Achievements:
Ope rational Pe rformance & Quality Manage me nt: Restructured the QC and Verification departments, standardized
workflows, and introduced KPI-driven performance management. Increased QC team productivity by 250%, achieving a
consistent output of 1,000 customer cases reviewed monthly across 12 agents, while improving Verification department
performance by 750% within 2 months.
Conve rsion Pe rformance Analytics: Designed and implemented a comprehensive performance-tracking and early-
warning monitoring system for the Conversion department, enabling agent-level and team-level performance analysis,
objective employee evaluations, and early detection of negative trends before they impacted overall results.
Busine ss Profitability & ROI Optimiz ation: Redesigned the business profitability monitoring framework by integrating
Retention performance, traffic acquisition costs, and ROI analysis. Established a data-driven approach to evaluating
departmental profitability, assessing traffic acquisition efficiency, and identifying early warning signs of declining business
performance.
Main Re sponsibilitie s:
Oversaw back office operations across finance, administration, and documentation functions to ensure accurate processing,
timely reporting, and seamless support for front-office teams.
Managed a total of 150 employees across 5 departments.
Developed and standardized workflows for data entry, record management, and internal approvals, reducing operational
delays and improving consistency across departments.
Coordinated with accounting, HR, and operations teams to resolve cross-functional issues and keep business processes moving
efficiently.
Collaborated directly with the CEO to identify performance gaps, provide data-driven recommendations, and drive strategic
and operational adjustments.
Head of Sales Quality Control Jun 2023 - Jul 2023
NDA Kyiv

Led and managed a 15-member QC team, overseeing performance, workload distribution, and adherence to quality standards.
Conducted candidate interviews, evaluated qualifications, and supported the recruitment and onboarding of new team
members.
Optimized QC workflows and established performance monitoring procedures to improve operational efficiency, maintain
consistent quality standards, and identify recurring issues and negative trends at an early stage.
Analyzed individual agent performance, delivered structured, data-driven feedback, and monitored follow-up actions to ensure
measurable and sustained performance improvements.
Proactively identified performance risks, operational bottlenecks, and emerging issues, implementing preventive measures to
minimize their impact on departmental results.

QC Team Leader Jan 2023 - May 2023
NDA Kyiv

Continuously evaluated and optimized operational workflows to improve quality standards, team efficiency, and process
consistency.
Prepared daily, weekly, and monthly performance reports, analytical reviews, and management presentations.
Monitored lead database quality and audited lead processing to ensure compliance with established procedures and internal
standards.
Analyzed quality control results to identify recurring agent errors, performance gaps, and emerging trends, providing
actionable feedback to management and operational teams.
Conducted detailed call evaluations to assess agent performance, identify communication and process-related issues, and define
areas for improvement.
Delivered structured feedback to agents and team managers, tracked corrective actions, and monitored implementation to
ensure sustained improvements in performance and compliance.
Finance Operations Specialist Feb 2022 - Dec 2022
Midgard Consulting Kyiv

Managed monthly budgets and payment operations, ensuring accurate processing and timely execution of financial
transactions.
Prepared and executed payment orders through electronic banking systems and coordinated salary disbursements to
employees.
Generated and distributed electronic payment statements to employees, ensuring accurate payroll documentation and timely
communication.
Prepared monthly Excel reports analyzing account balances, balance sheet movements, and financial transactions across
reporting periods.
Reconciled multiple account balances, identified discrepancies, and resolved inconsistencies to prevent accounting errors and
missing payments.
Monitored settlement transactions, tracked fees and charges, and maintained accurate records of outstanding and completed
payments.
QC Agent - Head of Department Jul 2020 - Jan 2022
DRP Fintech Kyiv

Promoted from Agent to Head of Department within 4 months.
Led a 35-person department across 3 teams.
Supervised daily operations, mentored new agents and team leaders.
Maintained detailed reporting and communications with front-office departments and operations.
Managed direct communication with regulatory authorities (CySec, FCA) regarding escalated customer complaints,
coordinating resolution efforts and ensuring timely, compliant outcomes.

Education
Information Technology - Bachelor
Taras Shevchenko National University of Kyiv
2018 - 2022 Kyiv, Ukraine

Skills
Leadership Operational Planning Back Office
Expert Expert Operations Expert
Department Google Sheets & Excel Performance Analytics
Restructuring Expert Expert Expert

Languages
English Ukrainian Arabic
Native Fluent Fluent