Contact Center AI Association

Chairman - Education Committee

Autodesk

I lead the Workforce and Quality Management functions for the sales teams.

Workforce & Quality Manager - Sales

Contact Center Technology Deployment, Administration, Automation and Process Improvement

Business Systems Analyst

MintyMoov

MintyMoov is a platform featuring an innovative approach to fundraising.
We help small nonprofits raise funds from businesses through sponsorships. Our program comes with several benefits, including:

Free Fundraising Expert Consulting to help you:
   -> Optimize your org profile for fundraising
   -> Draft sponsorship initiatives which appeal to business donors
   -> Take concrete actions to get your initiatives funded by businesses. 

Our platform is free to join and there are no monthly fees.

Philanthropy Advisor

The Coca-Cola Company

Technology deployment and administration for Business Services - HR, finance, sales, and equipment service.

Business Systems Analyst IV - Business Services

Workforce Management long term and strategic planning support for Business Services - HR Services, sales, and equipment service.

Sr Workforce Analyst - Business Services

Omni-channel HR Services in a shared services environment.

HR Advisor - Business Services

Entrepreneurship Experience

2012 - 2014: PrettyArgan (Organic Argan oil products for skin and hair)
2012 - 3 Day Startup Launcher: ParkSmooth (Parking spot marketplace in Gainesville, Florida)
2011 - 2012: PrettyManagement (Management Software for beauty salons and spas)
2009 - 2010: CasaMenu (Marketplace similar to GrubHub in Casablanca, Morocco)

Founder / Co-Founder

Conference Industry

Produced multiple conferences:
- Florida Blue & USF Healthcare Innovation Competition (1st Edition)
- IQPC Big Data Exchange (2nd Edition)
- IQPC Supply Chain & Logistics Exchange (1st Edition)
- IQPC Corporate Counsel & Compliance Exchange (1st Edition)
- IQPC Digital Health Exchange (1st Edition)
- IQPC Health & Benefits Exchange (1st Edition)

Conference Producer

University of South Florida

USF Business Incubation Program in central Florida (Lakeland, Winter Haven, and Tampa)

Graduate Assistant (MBA Program)

TEAM PARTNERS GROUP HOLDING

Business Development Representative

Odell Simms & Associates

Market Researcher

I help organizations do MORE, FASTER, and BETTER. I do this by focusing on maximizing the volume and quality of tasks/outputs.

> In Sales, this involves revenue generating activities.
> In Support, this involves resolution and customer experience.

Since 2023, I infused AI into my approach and processes. This opened new and amazing opportunities!

Business Optimizer:
Skilled at improving processes to maximize performance. I lead the launch of the Workforce & Quality Management functions for Autodesk sales. We established a disciplined approach to scheduling and interaction handling for the Sales representatives. Within 3 months, we increased our Sales hotlines' answer rate from 44% to 95% for the US and Canada. We also decreased our representatives' average handle time from over 30 minutes to under 10 minutes. These improvements ultimately helped us increase our sales.

Process Automator:
Experienced in automating tasks and processes to allow our teams to focus on high value activities. I lead the automation of appointment confirmations for the Coca-Cola dispatch & planning team. This helped eliminate over 8 hours per day of manual outbound calls to customers by the Dispatchers.
Partnered with the Coca-Cola sales teams to automate outbound calls to ensure timely completion of the Sales campaigns.

Technology Integrator:
Technology native who enjoys implementing new solutions and integrating applications. I lead the implementation of the Calabrio Workforce Management solution for the Autodesk Support teams. I also helped transition the Coca-Cola Contact Center operations from leveraging 3 different solutions (Cisco Telephony, NICE Quality, and Verint WFM) to a single platform (Genesys).

Data Analyzer:
Ability to turn raw data into a business story. Focused on identifying patterns and actionable insights within the data. I partnered with the teams across Coca-Cola and Autodesk to build and review automated and AI powered BI dashboards to allow for quick and efficient performance review empowering both strategic and tactical decision making.

Demand Predictor & Capacity Planner:
I built on my Mathematics from high school, and Economics courses from college, to help me forecast volumes for the HR Shared Services organization at Coca-Cola and the Sales organization at Autodesk. I can partner with various stakeholders to gather the necessary data and outline known assumptions to predict volumes, workload, and headcount requirements. I developed staffing plans for multiple teams and identified synergies and team-merging opportunities to do more with less.

Great book signing and networking event yesterday, hosted by the one and only Leslie Venetz!

Chafik Abdellaoui

Contact Center Optimization | Process Automation | Workforce & Quality Management | AI

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