Curriculum Vitae

IYAD RASHID QARQASH Eyad.R.Q@Gmail.com +962 782059106

Supervisor Workforce Managment

Recognitions And Responsibilities Responsibilities

Collective Achievements Personal Recognitions • Design and manage all contact center
Incentive scheme, KPI And balance score
W ining best customers’ experience • Boubyan Extra mile Award 2013. card
contact center across the country in
banking sector for 2014 & 2015. • Certificate of achievement 2014 • Planned and implemented policies,
(New contact center project). procedures, and operating performance
• Transformed the department from
standards that increased sales and ROI.
a small call center with single channel • Thank you letter 2014. Introduction
of inbound calls to be multi-channels by Direct channels Executive
contact center • Oversee all Call Center operations,
manager. including sales, customer service, Quality
• Implementing new Genesys platform Assurance, Workforce management,
• Chosen as a talented professional
with (Inbound – Outbound – Chat – E- customer care, and multimedia team.
employee for the bank talent
mail - Social Media – Video Calls program as a result of outstanding
through Interactive Teller Machines • preparing the Call center annual
performer for 2015.
Manpower Budget with recommending
ITM ,1st of its kind in the country, –IVR
new solutions in order to
- WFM) with high availability and • 4 Time awarded as employee of the
month in 2016. optimize staffing cost.
Disaster recovery infrastructure.

• Awarded for outstanding effort in • Thank you letter 2016. Introduction • Generate reports and analysis to the
by Direct channels Executive management in a regular or ad-hoc basis.
New Multi-Channels Contact Center
Project implementation of Boubyan manager.
Bank 2014. liaising with HR, IT, marketing and direct
• Chosen as LEAN business
enhancements ambassador for channels departments like , POS, ATM,E-
• Delivered unprecedented results by
banking and digital sales.
increasing customers satisfaction rate Direct channels 2018.
to reach %96 that

• Maintained the sales growth

conversion rate with %20 year-over-
year

• Customize a unique customer

service journey, based of CLI,
customer rank and Customer
circumstances ,we give attention For
Clients outside the country by making
fast call rout for them.

In picture Mr.Hassan Abo Azid , was

Direct channel executive manager in
2015 , he received Best Contact center
in Kuwait on behalf of Contact center
Achievemen
New Contact Center Project
2014. Witnessed the beginning
of a remarkable development in the
field of customer service. At Boubyan
Bank
Where he won numerous local and
international awards in the field of
customer service and safety and
environmental preservation.
Meet the aspirations of Directors of
the Bank and its clients to stay in the
lead
Contact Center has been updated to
comply with the requirements of the
Certificate of Achievements for Contributing to the New Call Center Project
First Green Contact Center in Kuwait
Highest customer Service Score
Means of contemporary technology.
And arranged for the place and the
Appropriate equipment and
professionalism.
Along with the rehabilitation and
training of cadres specializing in
customer service and follow-up needs
The place and this update of the
Center for Customer Service,
The foundation stone of the
Renaissance in technological and
service to put Boubyan Bank at the
forefront of Islamic banks in Kuwait
Curriculum vitae, Iyad Qarqash
Important sections that supply the Bank
trainable human resources and qualifying
for the management helm in Boubyan
Bank towards global.
I was honored to be a one of the team
that contributed to the success of such a
large and important project
Thank you letter
I had received a thank you letter from
Boubyan bank due to my extra effort
and Invited A local Solution witch effect
directly in Call center Business positively.
Excerpt: “Thank you for your great customer
service and outstanding performance.
Your innovation in building as in-house
system to evaluate and track agents”
Achievemen
First Green Contact Center
in Kuwait
Part of green departments Demonstration
First Green Contact in Kuwait Certificate
Boubyan Bank contact center got on
environment-friendly management
certificate. In addition, be the first call
center gets this certificate in Kuwait
and provided by Kuwait Environment
Protection Society, through the
application of the rationalization of
electric power, water and utilization of
solar energy and to reduce printing
In addition, consumption paper
procedures and that the belief of the
Bank Boubyan active participation in
preserving the environment of
Kuwait.
The project has gone through several
stations and the made several changes
in the working system to reach the
desired goal. Among them
Curriculum vitae, Iyad Qarqash
Awareness
• Designate time at staff or other
employee meetings to cover new
environmental efforts.
• Track the new changes in attitudes
toward new changes.
• Inform the management about our
Comping Logo
SOLID Waste Section
• perform a self-assessment of our
waste; identify the types and
percentages of waste that are
currently being generated and
recycled.
• Use the assessment information
and checklist to create or improve
on-site reuse and recycling
programs.
• Post daily specials on white board
or chalk board instead of providing
paper copies.
• Post, route or e-mail staff memos
and schedules instead of printing
individual copies for all employees.
• Reuse envelopes and file folders.
Employee Practices:
• Implement a policy that
encourages staff to turn off
equipment and lights when not in
use. Place “turn off light” labels
• Rearrange existing workspace to
take advantage of areas with natural
sunlight.
In addition to several measures have
been done; will be mentioned on other
occasions.
Achievemen
WFM staff Occupancy Chart
Since the first day I receive for
my duties as workforce management
Officer; it was my obsession is how to
develop and modernize the work, in
the belief that there is a chance of me
always to improve and develop the
work. In addition, create a
constructive competitive environment
is in the interest of work, mainly the
interests of employees and secondly.
Moreover, it has been achieving great
achievements on the individual and
collective levels. And various sections;
like WFM And Contact center Agents.
Which reflected positively on the
progress of work.
During the development we
encountered several difficulties; For
example.
Curriculum vitae, Iyad Qarqash
All the obstacles that have been
mentioned formed a challenge to the
development work.
44% is the annual The solution Was, re-organization of
Increments in Call work and take advantage of every
offered on Boubyan minute of employee time without
bank Call center. adding new load on the staffs, as
follows:
This means an increase in the WFM Team:
pressure on the staff, especially if
the increase in the number of calls
was not commensurate with the
increase in the number of employees
16% is the annual
Increments in
Boubyan bank Call
center employees.
The gap between the increase in the
number of employees compared with AVG Agents Occupancy
the increase in the amount of calls
displayed on the service center, form a I was Able to automate daily Tasks to
heavy burden on management. decrease the time required 85%, which
open the doors to WFM Team to
21% is the annual
dedicate some Time for Monitoring and
Increments in offered
Calls Average Handel Developing Contact center workflow.
Time. Agents:
It reflects the extent of It managed to increase occupancy of
management's attention in customer the staff 129 % by the re-building work
service, by giving the client the procedures, and to get rid of time
necessary time to express his need, wasted.
and then give best response Below Charts shown The Direct Positive
according to the actual need of the effect on Boubyan bank call center
customer. Business as result of my work.
Personal Information Curriculum vitae, Iyad Qarqash

Objective:
To seek a challenging position in the field
of WFM, with opportunities for personal
advancement, which is will enable me to
utilize my skills, expertise and extensive
experience to the optimum level to
facilitate career growth.

Personal and
Professional profile:
•Ability to work under pressure & meet
deadline.
•Highly organized, with the ability to
track tasks.
•Advanced skills in MS Office
•Excellent programming Skills (VB, C#,
VBA, Web Application)
•Bilingual – Arabic & English.
•Ability to learn quickly and adapt to
change
•Ambitious & hard working Horizontal Vertical
•Team player, with good inter-personal
skills 1 -TACTFUL 11- EAGER 3- SUAVE 12-EFFECTIVE
•Able to manage customer expectation 2- DILIGBNT 13- CREATIVE 5- WITTY 14- LOYAL
at different levels 4- TOUGH 16- WISE 7-DEEP 15- KNOWING
6- TIDY 18- PRACTICAL 9- NICE 17- SMART
8- HAPPY 20- BRAVE 10-FRANK 19- CLEAR

Horoscope
Born Education
I was born on December 27,  High school certificate (scientific)
1980 in Kuwait  High School certificate (hotel
management)

Graduate Languages Marital status

Bachelor's degree in computer  Arabic Marred, have three Childs
science  English

Computer Skills
Nationality  Professional programmer in VB, Courses
Jordanian C# languages Introduction to DATA science
 Extensive knowledge of Microsoft -Microsoft
office