About
Highly accomplished Contact Center & Operations Leader with 21+ years of experience driving customer experience excellence and process optimization across SaaS, FinTech, and diverse sectors. Proven expert in elevating KPIs, notably transforming SLAs from 15% to 90% and boosting customer ratings from 1.3 to 3.7, while leading large teams of up to 400 employees. Adept at leveraging CRM customization, digital tools, and strategic initiatives to achieve measurable growth and industry-leading service.
Work
geidea
|Group Enablement Manager
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Summary
Led strategic enablement initiatives to optimize contact center performance, enhance service quality, and streamline operational workflows in a high-volume environment.
Highlights
Developed a centralized knowledge hub, elevating First Contact Resolution (FCR) to 77% and significantly reducing support escalations.
Re-engineered the onboarding workflow, cutting processing time by 65% (from 6 to 2 days) and improving overall cycle efficiency.
Designed and implemented a performance dashboard, driving 85% service quality compliance across high-volume contact center operations.
Led strategic performance initiatives, earning “Team of the Month” recognition for consistently surpassing SLA benchmarks.
Data Direct Group
|Head of Contact Center
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Summary
Directed contact center operations, implementing strategic models and process improvements to enhance productivity, efficiency, and customer satisfaction.
Highlights
Developed and deployed a capacity model that increased team productivity by 18% and efficiency by 20%.
Elevated Customer Satisfaction (CSAT) by 15% through strategic workforce realignment and proactive queue management.
Compressed operational cycle times by 25%, significantly boosting responsiveness in SLA-sensitive environments.
Executed a lean process methodology-driven cost-saving plan, achieving a 10% reduction in operating costs.
blnk
|Head of Customer Care
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Summary
Spearheaded customer care operations for a fast-scaling FinTech, enhancing service consistency, agent efficiency, and customer satisfaction through strategic CX initiatives and CRM optimization.
Highlights
Authored Standard Operating Procedures (SOPs) across all customer care operations, streamlining onboarding and elevating service consistency.
Customized CRM logic to optimize agile startup operations, significantly increasing agent response speed and reducing error rates.
Launched comprehensive CX initiatives that raised Google Play rating from 1.2 to 3.5 and App Store rating from 2.5 to 3.8 within 12 months.
Integrated Intercom chatbot and customized CRM flows, sustaining 90%+ customer satisfaction in a fast-scaling FinTech environment.
fetchr
|Call Center Manager
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Summary
Directed large-scale call center operations for up to 400 agents, optimizing KPIs and enhancing service quality through strategic initiatives and staff development.
Highlights
Directed day-to-day operations for a team of up to 400 agents, successfully aligning KPI targets across multi-shift operations.
Utilized real-time analytics and performance coaching to raise SLA compliance from 15% to 90% within 6 months.
Spearheaded service protocol redesign and staff retraining initiatives, boosting app ratings from 1.3 to 3.7.
Vodafone
|Contact Center Team Lead
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Summary
Led a contact center team, implementing strategies to reduce attrition, foster continuous improvement, and ensure policy adherence.
Highlights
Reduced agent attrition to 8% by launching personalized career pathing and team engagement strategies.
Mentored and managed 15–20 agents, fostering a culture of continuous improvement and policy adherence.
The Home Depot
|Sales Specialist
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Summary
Provided specialized sales and design consultation, enhancing customer trust and driving increased conversions for high-value items.
Highlights
Curated product selections based on aesthetic, technical, and budget requirements, deepening buyer trust and increasing sales.
Supported visual merchandising and seasonal campaigns, contributing to increased category sales and loyalty enrollments.
Consulted clients on design needs and led 3D kitchen planning using CAD, significantly improving conversion rates on big-ticket items.
Papa Johns
|Store Manager
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Summary
Managed daily store operations, optimizing inventory, ensuring compliance, and resolving customer issues to maintain quality and brand loyalty in a high-turnover industry.
Highlights
Implemented tighter inventory controls and scheduling, successfully lowering waste and maintaining target margins.
Handled customer escalations and ensured brand loyalty through hands-on issue resolution.
Managed daily store operations and trained staff, delivering consistent quality in a high-turnover industry.
Education
Tanta University
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Bachelor's Degree
Accounting
Certificates
Lean Six Sigma Black Belt
Issued By
Process Management International (PMI)
Skills
Customer Experience
CX Strategy, First Contact Resolution (FCR), Net Promoter Score (NPS), Omnichannel Support, Voice of the Customer (VoC), Escalation Management, Contact Center Optimization, Queue Management, Workforce Management.
Operations Management
Service Level Agreement (SLA) Management, Lean Process Improvement, Operational Excellence, Strategic Planning, Cross-Functional Team Leadership, Workforce Planning, Change Management, KPI Dashboard Reporting.
Digital Transformation
CRM Customization (Salesforce, Zendesk, HubSpot), Chatbot Integration (Intercom, Drift), Knowledge Management Systems, Process Automation, AI-Powered CX Tools, SaaS Platforms, FinTech Platforms.
Business Strategy
Customer Journey Mapping, Customer Lifecycle Management, Scalable Growth Strategies, Subscription Management, Regulatory Compliance (FinTech), Service Transformation Initiatives.
Data Analysis
Data-Driven Decision Making, SLA & KPI Analytics, Microsoft Excel, Reporting Tools, Performance Benchmarking.