SYED SUHAIL YOUSUF
Riyadh
Summary
With a robust 15-year tenure in the Outsourcing Business sector, I am a seasoned professional equipped with a comprehensive suite of skills that drive organizational success. My expertise spans Customer Experience (CEX), Speech Analytics, and Workforce Management (WFM), complemented by a strong command of data visualization and analysis tools, including Power BI and Tableau. As a Data Analyst, I excel in leveraging these tools to inform strategic decisions.
Overview
15
15
years of professional experience
1
1
Certification
Work history
Business Intellegence & Speech Anlaytics
Upsourse By Solutions
Riyadh, Saudi Arabia
2025.06 - Current
- Prepare daily/ weekly/ monthly business reviews.
- Perform Process improvement projects using the Lean Six Sigma methodology to reduce variation and eliminate waste in the process.
- Create daily/ weekly/ monthly reports and dashboards for operations and the client for performance reviews.
- Support AI implementation projects to reduce human dependency and add value to the project.
- Perform KPI based analysis to identify the cause of the drop or jump, especially CSAT, AHT, QA score, SLA %, and contact reasons.
- Perform trend-based predictive analysis to predict future trends.
- Create and enhance dashboard on BrigthMetrics, Power BI & MS Excel.
Business Intelligence & Speech Analytics
Majorel Saudi Arabia
Riyadh
2022.10 - 2025.03
- Led in-depth research analysis using multiple data sources to identify root causes of business issues.
- Mastered Power BI and MS Excel for advanced data synthesis, generating insightful reports and analytics.
- Implemented and managed Sprinklr (SaaS) across various channels, elevating customer engagement via Live Chat and more.
- Regularly analyzed key customer satisfaction indicators, including CSAT/DSAT, Repeat Contact, and First Contact Resolution.
- Skilled in leveraging Speech Analytics tools to extract valuable insights for strategic decision-making.
- Proficient with Globitel's Speech Analytics, BI Hayat by NWC-Saud Arabia, and Tanker Management System for robust reporting and dashboard creation.
Unit Head Speech Analytics & Business Intelligence
Upsource Networks
Riyadh
2020.10 - 2022.10
- Spearheaded Speech Analytics and Business Intelligence initiatives at Upsource Networks, focusing on interaction analysis and client experience to drive operational excellence and customer engagement.
- Deployed AI and ML techniques to analyze customer interactions, extracting comprehensive insights for enhanced customer experiences.
- Implemented the Verint speech analytics system for new clients, fostering collaboration across departments to ensure seamless integration.
- Developed categories tailored to process needs and quality improvements, enhancing operational efficiency.
- Created and refined automated reporting systems, conducting thorough analyses for process optimization and waste reduction.
- Utilized business analytics expertise to align with sponsor and customer requirements, ensuring satisfaction and goal attainment.
- Conducted training for internal and external teams on speech analytics tools, promoting widespread adoption and proficiency.
- Engaged with clients to comprehend business challenges, translating them into actionable analytics projects.
- Led cross-functional teams in high-impact analytics projects, delivering solutions to both internal and external stakeholders.
- Proactively managed project risks and issues, implementing comprehensive management plans to mitigate potential impacts.
- Managed diverse portfolios, including Telecom, Tourism, Municipality, and Postal and Shipping services, anticipating and addressing industry-specific challenges.
Sr. Lead Service Delivery
Bill Gosling Outsourcing
New Delhi
2016.02 - 2020.10
- Led project management and process improvement initiatives at BGO, driving operational excellence and enhancing customer satisfaction.
- Analyzed customer feedback and data to identify areas for improvement and develop strategic solutions.
- Drove VIP experience management, ensuring seamless monthly/quarterly account delivery and reporting.
- Collaborated with cross-functional teams to align project goals and deliverables with business objectives.
- Partnered with stakeholders for client needs assessment, ensuring timely delivery of solutions and enhanced customer experience.
- Developed and implemented analytical frameworks to enhance problem-solving and decision-making processes.
- Conducted weekly project progress reviews with global teams in India, Costa Rica, and Canada.
- Implemented and enhanced Nexidia & Genesys, NWC SmartSpeech Speech analytics platforms for insightful data extraction.
- Excelled in client relationship management, building strong networks and acting as a proactive thought partner to address business challenges.
Performance Analyst
iYogi Technical Services
Gurgaon
2013.05 - 2016.01
- Championed Quality Compliance within the Quality & Operation Excellence team, ensuring streamlined operations as a Performance Analyst.
- Advanced compliance and process improvement efforts, enhancing QA task efficiency.
- Maintained rigorous quality performance standards across sales processes.
- Successfully met QC goals, encompassing monitoring, feedback, production, and reporting.
- Pivotal in setting up Quality Compliance frameworks for new processes in partnership with Operations and Migrations Teams.
- Produced accurate SLA internal rating metrics and detailed quality performance analytics on schedule.
- Conducted regular R&R and calibration sessions, engaging internal teams and clients.
- Offered specialized support to operations teams, assisting in calculations for major regions: USA, Canada, UK, and India.
- Worked in tandem with operations to boost customer satisfaction (C-Sat) and enhance sales results.
- Conducted training for new team members, ensuring their efficient onboarding and team integration.
Executive Operations
Startek Kashmir
2011.01 - 2013.01
- Ensured Customer Satisfaction by effectively resolving queries and promoting Customer Delight.
- Managed comprehensive Operations tasks, ensuring safe and successful delivery.
- Maintained high Quality Standards and CSAT Scores during customer interactions.
- Achieved Key Performance Indicators (KPIs), including Average Handle Time (AHT), Quality Assurance (QA) scores, and Production Hours.
Education
Bachelor of Economics -
University of Kashmir
Kashmir, IndiaSkills
- Data Analyst
- Reporting
- Business Intelligence
- Speech Analytics
- Process Excellence
- Forecasting
- Invoicing
- Team Management
- Project Management
- Implementation & Vendor Management
- Power BI
- Tableau
- MySQL
- BrightMetrics
- AI Implementation
Websites
Certification
- IBM Certified Data Analyst - IBM
- Lean Six Sigma Black Belt - The Brainstorm Academy
- Power BI & MySQL - Grow AI
LANGUAGES
English
Urdu
Hindi
Kashmiri
Arabic
LINK
LinkedIn: linkedin.com/in/syedsuhailyousuf
Timeline
Business Intellegence & Speech Anlaytics
Upsourse By Solutions
2025.06 - Current
Business Intelligence & Speech Analytics
Majorel Saudi Arabia
2022.10 - 2025.03
Unit Head Speech Analytics & Business Intelligence
Upsource Networks
2020.10 - 2022.10
Sr. Lead Service Delivery
Bill Gosling Outsourcing
2016.02 - 2020.10
Performance Analyst
iYogi Technical Services
2013.05 - 2016.01
Executive Operations
Startek Kashmir
2011.01 - 2013.01
Bachelor of Economics -
University of Kashmir