Hosam Al-khalayleh
Implementation Project Manager
Calamba
Summary
I have been with SAP Concur for 5 years and am turning 6 this coming June. I started as a user support desk representative for a year, then was successfully hired as an analyst for support engineers for 2 years, finally turning 3 years with the implementation team this coming November.
Ascending to a role within an organization demands a fusion of dedication, strategic thinking, and continuous self-improvement. It requires me to have a steadfast commitment to excellence, both in individual performance and in fostering collaborative success. Through proactive engagement with challenges and opportunities, one can cultivate a reputation as a reliable and trustworthy peer. Embracing mentorship and seeking opportunities for professional development are two of the steps toward positioning myself for advancement. Moreover, I demonstrated adaptability in navigating dynamic landscapes and exhibiting resilience in the face of setbacks and challenges. By consistently delivering results, exhibiting exemplary qualities, and fostering a culture of innovation, I am able to achieve my growth within the organization.
Overview
10
10
years of professional experience
Work History
Implementation Project Manager
SAP Concur
06.2018 - Current
- Collaborated with cross-functional teams such as sales, marketing, finance, IT support services ensuring a smooth execution of multiple concurrent projects.
- Monitored project budgets closely to identify cost-saving opportunities while maintaining quality standards.
- Streamlined project implementation by effectively coordinating cross-functional teams and resources.
- Implemented structured change management processes to minimize disruption during system upgrades or process improvements.
- Enhanced team performance by providing regular feedback, coaching, and mentoring to team members.
- Managed stakeholder expectations through clear communication of goals, objectives, and timelines.
- Reduced project completion time by optimizing scheduling, task allocation, and resource management.
- Enabled better decision-making with accurate data reporting tools designed specifically for each implementation project''s unique requirements.
- Evaluated vendor proposals, negotiated contracts, and managed external partners to ensure successful collaboration on projects.
- Delivered high-quality documentation such as user guides, training materials, and technical specifications for each implemented solution.
- Established strong relationships with clients through consistent communication leading to repeat business and positive referrals.
- Facilitated smooth transitions by conducting hands-on training sessions with end-users during system rollouts or process changes.
- Maintained detailed records of all projects completed within scope, budgetary constraints, and specified deadlines.
- Improved client satisfaction with thorough requirement analysis and timely communication of progress updates.
- Ensured seamless integration of new systems with existing infrastructure through diligent testing and validation processes.
- Established project governance structures that facilitated effective decision-making and issue resolution throughout the implementation lifecycle.
- Mitigated risks by proactively identifying potential issues and developing contingency plans for resolution.
- Developed comprehensive project plans to ensure on-time delivery and successful outcomes.
- Fostered a culture of continuous improvement by soliciting feedback from team members and implementing changes to enhance efficiency and productivity.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
- Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
- Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
- Developed project plans identifying key issues, approaches and performance metrics.
TSR
Convergys
04.2017 - 06.2018
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Customer Service Representative
Teleperformance
09.2015 - 04.2017
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Marketing Officer
Victoria Marketing And Events Production
04.2014 - 08.2015
- Enhanced brand awareness by strategizing and executing social media campaigns across multiple platforms.
- Managed the creation and distribution of an email newsletter that drove consistent traffic back to the company blog.
- Conducting Events for our clients that would lead in sales increase.
Education
Bachelor of Science - Business Administration Major in Marketing
Informatics- Deliman Campus
Quezon City, Metro Manila, Philippines 04.2001 -
Skills
Technical understanding
Business Processes
Project Management
Business Analysis
Project Implementation
Project Planning
Issue Resolution
Requirements Gathering
Scope Definition
Attention to Detail
Customer Needs Assessment
Project Team Coordination
Schedule Management
Performance monitoring
Multitasking
Task Prioritization
Self Motivation
Risk Assessment
Project tracking
Multitasking Abilities
Team Collaboration
Team Leadership
Adaptability
Decision-Making
Interpersonal Skills
Goal Setting
Problem-solving abilities
Timeline
Implementation Project Manager
SAP Concur
06.2018 - Current
TSR
Convergys
04.2017 - 06.2018
Customer Service Representative
Teleperformance
09.2015 - 04.2017
Marketing Officer
Victoria Marketing And Events Production
04.2014 - 08.2015
Bachelor of Science - Business Administration Major in Marketing
Informatics- Deliman Campus
04.2001 -