Summary
Overview
Work History
Education
Skills
Timeline
Generic

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

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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 -

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Hosam Al-khalaylehImplementation Project Manager