Daniel Habashy

• Manage 3000 customer accounts across all products
• Manage customer interactions, inquiries and complaints across various channels, including email, phone, and social media
• Support successful customer retention initiative
• Establish and maintain positive relationships with existing clients
• Identify opportunities for improving the customer experience and provide feedback to relevant teams and departments
• Analyse customer data to identify patterns and insights; leverage this information to improve relationships
• Identify lead prospects and manage relationship to increase customer spend through upsell and cross sell opportunities

Lead a team of 4 supporting Australia and NZ

• Devise and implement processes to address changing needs of the team
• Increase productivity to meet the needs of a 40% transaction workload increase
• Analyze and document existing processes into Knowledge base articles, implement training plans to address gaps and provide uniformity in skills across the team
• Manage stakeholder relationships
• Develop and produce reporting to track team performance and identify customer trends to the wider business

Team of 5

• The premium Care team manage the interactions with the largest accounts in the business as account managers
• Manage relationships with Key accounts across the legal business
• Review and modify account allocations across the team
• Meet with Customers to address specific needs and feedback regarding service success and expectations
• Investigate complex account and subscription issues
• Triage technical issues
• End-to-end project coordination of customer requests and issues
• Internal liaison and communications

Team of 2

• Establish a customer onboarding team and all pursuant processes, following the nationwide transition of our flagship platform, Westlaw.
• Develop reporting to present to stakeholders capturing rework, transactional time, and digital engagement, usage, and training attendance.
• Expand onboarding remit to cover all platforms across the SaaS legal content business.

Team of 3

• Create a team to service customers across North and South East Asia in both customer Service and Technical Support
• Establish processes for the team, and rolling these out across departments
• Acting as Change manager, education region on new processes and system implementations and away from prior processes

Team of 3

• Supervise a group of Customer Support Consultants and assist in monitoring support channels to ensure adherence to SLA’s
• Ensures that service and quality targets are met and adhere to agreed Service Level Agreement
• Recruits, develops, and evaluates personnel to ensure the efficient operation of the team
• Educate team on Thomson Reuters HR Policies and ensure compliance to the same
• Create structured schedules and ensure compliance to WFM

Notable Project Management End to End

• Upgrade to functionality of Customer facing Estore, interfacing backend systems to show live availability of products across the business
• Integration with Australia Post systems, automating Tracking ID across all deliveries
• Telephony upgrade – sourcing third party integration of callback software, decreasing call abandonment by 34%
• SAP Erp enhancement; creation of a payment portal allowing customer payment self service, reducing customer service calls by 41%
• Implementation of WFM and QA software across all customer service teams.
• Large Sale support; redesign and repurposing Marketing software to engage with members of the Malaysia Bar association, facilitating a 3 year agreement with the association.

Project involvement and implementation

• Business wide Salesforce migration; upgrade and design of Customer Support Infrastructure
• Telephony migration; supporting the change of telephony providers, creating phone trees, Queues, and facilitating training across all customer facing teams
• NPS Improvement Focus team; Cross departmental initiative to identify key NPS detractor patterns, and design and implement improvement initiatives.

• Direct line manager for 17 employees and 3 separate teams
• Overseeing approx
• 100+ employees
• Overseeing organization of rosters, team and task composition, delegation management, performance monitoring, and auditing
• Providing maintenance services across nine separate contracts and clients, amounting to over 100 000 properties
• Providing Data center services across an additional seven contracts
• Working with senior management and the Leadership team for strategy development and implementation
• Managing Escalations directly within internal and external stakeholders
• Managing day to day tasks and ad hoc duties for the National Contact Centre
• Offering support to escalated callers to achieve resolution
• Providing on-going support and training to improve work quality and KPI adherence, including team meetings and one on ones
• Debriefing agents after difficult calls
• Performance management of employees failing to perform, or adhere to Business conduct standards
• Interviewing prospective new employees, approving hiring and firing requests
• Afterhours on-call contact for client and Internal Area Managers, inclusive of weekends
• Rollout and adaptation of emergency outage processes and protocols
• Generation, interpretation and analysis of contract specific reporting through SAP, client portals, and Telephony systems
• Ensuring clarity around priorities and goals for individuals, teams, and contracts
• Managing overall financial budgeting for teams and resource allocations
• Better ways Committee – Innovation, Sustainability, and Implementation
• Fundraising, Events, and Social awareness committee - Chairman
• First aid qualified
• Point of contact for Threat to Life and Crisis calls