Open to opportunities

Omer Ali

@omerali2

Message

I lead large Trust & Safety, sales, and customer experience operations for global platforms.

Malaysia

Message

What I'm looking for

I'm looking to lead high-performing operations teams where I can improve quality, customer outcomes, policy compliance, workforce performance, and leadership development.

At Concentrix, I lead 80–100+ people supporting a Tier-1 global platform in a high-risk, policy-driven environment. I partner with clients on policy alignment, escalation governance, executive business reviews, and process roadmaps while maintaining 96%+ quality adherence.

I reduced AHT by 18% through workflow redesign while improving customer satisfaction, and I build leadership pipelines through coaching supervisors and SMEs. Across Concentrix, IBEX Global, and prior sales and customer service roles, I’ve led B2B and B2C operations, improved conversion and service outcomes, and managed complex stakeholder, compliance, and escalation needs across Pakistan and Malaysia.

Experience

Work history, roles, and key accomplishments

Current

Operations Lead

Current

Concentrix

Feb 2024 - Present (2 years 6 months)

Lead day-to-day operations and strategy for an 80-100+ headcount, culturally diverse team on a Tier-1 global platform in a high-risk, policy-driven environment. Serve as primary client liaison on policy alignment, process improvement, and escalation governance, presenting WBRs/MBRs and hosting executive site visits.

Trust and Safety Operations Leadership Executive Client Management WBR MBR QBR Presentation SLA Management Quality Assurance Workforce Management Stakeholder Management Process Improvement Change Management Salesforce Jira InContact Tableau Avaya Lark Suite Google Workspace Zendesk

Education

Degrees, certifications, and relevant coursework

Spectrum International University College

Diploma in Business Management, Business Management

2015 - 2018

Pursued a Diploma in Business Management with a focus on client relationship management, business operations, financial assessment, and strategic planning.