Marwan

Results-driven call center leader with extensive experience managing high-performing teams, high-touch video consultations, and remote customer operations. Proven expertise in resolve rate optimization, customer onboarding, churn prevention ("Project Retry"), and subscription sales across US-based markets. Skilled in developing structured training programs, call flow strategies, and performance analytics to drive key metrics, account growth, and operational excellence.

Seeking to leverage leadership and process improvement skills in a dynamic Associate Manager or Senior Specialist role.

Customer Service Representative / Hearing Specialist at Audien Hearing (2025-11 – Present)

• Conducted live, high-touch 1-on-1 video consultations via Google Meet with patients (primarily senior demographics) for personalized onboarding, fitting support, and device troubleshooting.
• Delivered step-by-step visual onboarding using custom slide decks and PDF guides to educate customers on device setup and maintenance, maximizing adoption rates.
• Closed recurring monthly and annual Audien Care protection and warranty plans following onboarding sessions, directly increasing account Lifetime Value (LTV).
• Executed proactive 15-to-30-day "sound check" video follow-up cadences to monitor adjustment, perform routine maintenance checks, and resolve early user concerns.
• Led outbound supervisor-level escalations through "Project Retry," targeting churned or high-risk customers who previously failed retention with front-line agents.
• Utilized specialized supervisor win-back authority—including free device upgrades, accessory bundles, and policy exceptions—to retain high-risk accounts.
• Navigated multiple CRM platforms (Kustomer, Shopify) while managing back-to-back appointment queues to maintain top-tier CSAT and resolution metrics.

Team Manager at Sutherland Global Services (2023-05 – 2025-09)

AT&T Account

• Championed self-service adoption to drive consistent improvements in Resolve Rate (RR%) and enhance customer experience.
• Led the first team in the cluster to achieve a consistent, positive RR% growth trend.
• Served as the RR Single Point of Contact (SPOC) across the cluster and account levels, sharing best practices and coaching strategies to optimize site performance.
• Oversaw Critical Process Points (CPP) allocation and monitored site-level violations to guarantee strict compliance with quality benchmarks.
• Cultivated advanced upselling techniques by training teams on consultative selling frameworks, including SNAP and SPIN selling.
• Spearheaded a mentorship project for newly hired team managers, conducting Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) to guide them through their probation periods.
• Governed daily operations and operational checklists to ensure seamless management game plans.
• Maintained 7 consecutive months of "Green Scorecard" performance, consistently exceeding targets for Resolve Rate, Wireless Sales, and Broadband Sales.
• Recognized as the sole manager in the account to successfully and continuously increase the Resolve Rate trend.
• Awarded the Sutherland Winning Behaviour recognition for demonstrating 100% commitment and 100% accountability.

Customer Service Associate / Subject Matter Expert (SME) at Sutherland Global Services (2021-12 – 2023-05)

• Resolved a wide range of complex customer inquiries, including billing, technical support, and wireless sales, while maintaining top-tier customer satisfaction scores.
• Drove Resolve Rate and First Call Resolution (FCR) metrics by implementing best-in-class call flow and problem-solving methodologies.
• Supported both production floor teams and nesting waves as an SME, providing real-time coaching and process guidance.
• Designed and executed skill-based coaching sessions to elevate nesting team readiness, resulting in successful, streamlined transitions to the production floor.