Saleh

Saleh Sallam
Project Manager
[відкрити контакти](див. вище в блоці «контактна інформація») [відкрити контакти](див. вище в блоці «контактна інформація») Kyiv

Summary
Results-oriented professional specializing in back office operations and quality control, with a strong ability to analyze
performance metrics to drive strategic improvements. Skilled in managing teams of over 100 individuals, implementing training
programs that have significantly enhanced team performance and compliance adherence. Proficient in using analytical tools to
provide actionable insights that lead to increased revenue and reduced operational costs. Eager to contribute leadership and
analytical skills to achieve organizational goals.

Experience
Head of Back Office Aug 2024 - Aug 2026
NDA Kyiv

- Global Head of shift managers (100 managers).
- Global Head of QC (40 agents including TL's).
- Head of Compliance department (18 agents).
- Analytics of Sales/Retention departments results, providing audits of departments show drawdown by the start/middle/end of
the month with all the necessary metrics.
Risk Manager / Head of Sales QC Aug 2023 - Aug 2024
NDA Kyiv

Main tasks as Risk Manager:
- Meetings with CEO for regular updates and feedback, compiling a strategy to increase revenue.
- Analyzing current risks and identify potential risks that are affecting the company.
- Risk reporting tailored to the relevant audience.
- Provide possible solutions for the current risks that the company is facing with instructions for further follow ups.
Main tasks as Head of QC:
- Lead and supervise the team (20 people)
- Raising and training new team leaders.
Head of Sales Quality Control Jun 2023 - Jul 2023
NDA Kyiv

- Lead and supervise the team (15 people)
- Interviewing new employees
- Constant review of working processes, finding new ways to improve and optimize workflow.
- Analyzing performance per agent and providing detailed constructive feedback with follow up afterwards to make sure of
performance improvement.
- Detection and prediction of possible blockers that would negatively affect the results of the department.
QC Team Leader Jan 2023 - May 2023
NDA Kyiv

Team leader of Arabic desk.
- Constant review of working processes, finding new ways to improve and optimize workflow
- Prepare daily / weekly / monthly reports, analyses and presentations
- Daily check of lead data base, review of lead processing according to arranged process.
- Provide feedback regarding overall lead processing, analysis of main mistakes & tendencies.
- Provide detailed analysis of agent's workflow during calls with leads, highlight main mistakes made by agent
- Follow up to make sure that feedback has been received and work has been done with agents based on this feedback.
Accountant Cashier Feb 2022 - Dec 2022
Midgard Consulting Kyiv

- Keeping tabs on monthly budget, payments
- Prepare and execute pay orders through an electronic system or distribute paychecks
- Administer statements of payment to personnel electronically
- Monthly Excel Reports with analysis of balance operations and balance sheets during specific periods.
Reconciliation Manager Feb 2022 - Dec 2022
Midgard Consulting Kyiv

- Reviewing several balances, making sure of escaping balance sheet errors, missing payments, etc.
- Keeping track of settlement payments, fees paid
- Keeping tabs on account balances
QC Department Manager Feb 2021 - Jan 2022
DRP Fintech Kyiv

- Team Management (32 people, 3 teams)
- Team-building activities for smoother communication between departments
- Analyzing performance per agent and providing detailed constructive feedback with follow up afterwards to make sure of
performance improvement
Team leader of Arabic team Sep 2020 - Jan 2021
DRP Fintech Kyiv

- Provide feedback on weekly/monthly basis
- Constant review of working processes, optimizing workflow
- Prepare daily / weekly / monthly reports, analyses and presentations
- On-boarding and training new employees
Quality Control Officer Jun 2020 - Aug 2020
DRP Fintech Kyiv

- Listen to call recordings in Arabic and check for any breach of Quality Control Criteria.
- Analyze patterns of agent behaviors and alert management with if red flags are raised.
- Share feedback regarding specific cases with the team during weekly meetings.

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

Skills
People Management & Time Management Back Office
Development Expert Skills Expert Operations Expert
Analytics Microsoft Office
Expert Expert

Languages
English Ukrainian Arabic
Native Fluent Intermediate
Russian
Native