Abdul Abousaleh
Sr Operations Vendor Manager @Goldman Sachs
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WORK HISTORY
Sr Operations Vendor Manager @Goldman Sachs
Richardson, TX, US
Oversaw vendor performance strategy for large-scale BPO operations, improving customer satisfaction scores by 20% and contributing to a J.D. Power Service Excellence Award.• Directed implementation of IVR redesign and agent-assist AI, reducing average handle time by 15% and increasing first-contact resolution.• Designed and enforced SLA and KPI frameworks, ensuring vendor accountability and regulatory compliance.• Partnered with Compliance, Product, and CX teams to optimize processes, mitigate vendor risk, and scale support models in response to business growth.• Delivered quarterly performance reviews to senior leadership and external partners, aligning vendor delivery with enterprise objectives.• Directed the successful launch and operational readiness of a new 150-seat contact center overseas, overseeing vendor ramp-up, training design, and performance frameworks.
EDUCATION
University of Michigan-Dearborn
Bachelor of Applied Science - BASc, Economics
ABOUT ABDUL ABOUSALEH
Operations & Vendor Management Leader with 8+ years of experience driving efficiency, service excellence, and customer satisfaction at top-tier financial institutions like Goldman Sachs. Skilled in managing large-scale vendor teams, optimizing workflows, and implementing CX technologies that improve first-call resolution and reduce handle time.Proven track record includes:Managing vendor agents globally, boosting CSAT by 20%Launching and operationalizing domestic and offshore contact centersSupporting high-net-worth clients with lending portfolios up to $200MI’m seeking senior-level opportunities in operations, vendor management, or client success, where I can apply data-driven strategies, process improvements, and relationship-focused leadership to drive growth and elevate the customer experience.
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