Summary

An outsourcing professional with 12+ years of experience in customer service and technical support, training, customer experience, performance management, corrective action planning, projects implementation & transition and change management.

I welcome challenges, and I'm passionate about people management: investing in their development both personally and professionally, increasing their exposure, and contributing to the firm's strategy implementation.

Experiences

Manager, Project Management January 2019 - Present ( 3 Years - 4 Months )

Raya Contact Center | Outsourcing/Offshoring ( Industry )

Egypt

Project Management( Role )

• Constructing project’s technical proposals during presales stage
• Ensuring strong relationships with clients
• Conducting financial & risk assessments for major change management requests
• Taking point in client QBR meetings for transition and change management
• Following up and measuring delivery on-time and completion of projects milestones
• Providing weekly/monthly/quarterly transition and CRs reports for senior management
• Ensuring on-time and accuracy of invoices issued during transition phase
• Ensure timely and accurate reporting of performance metrics and SLAs to the management
• Overseeing all the activities of own team to ensure high performance levels and efficient implementation of projects
• Ensuring projects are within assigned budgets, and proper financials management and approvals are in place
• Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans
• Ensuring own team's objectives are set in correlation with the department objectives, provide coaching and action plans required to achieve objectives

Sector Manager June 2016 - December 2018 ( 2 Years - 6 Months )

Raya Contact Center | Outsourcing/Offshoring ( Industry )

Egypt

Project Management( Role )

• Heading multiple sectors -each stands for an industry- and owning projects within those sectors
• With a team of Program Managers, leading several projects simultaneously(both new implementations and change requests)
• Supporting commercial team in presales phase (research, technical write-ups, presenting to prospect clients)
• Continuous development plan for team members
• Proactive follow-up on each of the projects in assigned sectors
• Ensuring transition compliance with COPC standards and benchmarks
• Weekly & monthly reporting to senior management
• Maintaining a healthy on-time execution of the projects milestones
• Consulting: Continuously adding value to existing clients (cost cutting / maximizing revenue / improving CX)

Education

Maastricht School of Management 2021

Masters of Business Administration, Strategic Management, <<Currently in progress>>

Cairo University 2003

B.Sc., Business Administration, Fair

Language

  • Arabic Native

  • English Native

Personal Info

Gender: Male

Birth Date: 1982-11-28

Nationality: Egypt

Country: Egypt

City: Cairo

Visa Status: Citizen

Number of Dependants: 2

Marital Status: Married

Followed Companies

Recommendation

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