I am a senior Customer Service executive, well accomplished customer experience and management consultant with over 25 years of experience in EMEA . Has a comprehensive success record in developing and executing business transformation strategies, grow business lines and improve customer experience.

Experience

  • CUSTOMER CARE/EXPERIENCE & OPERATIONS MGMT CONSULTANT

    at KEPLER GATE

    August 2018 - at Present

    Muḩāfaz̧at al Qāhirah

    Leads senior engagements in customer experience, digital & business transformation, strategy development and executive management advice. • Works with clients to understand their needs and identify opportunities for value creation. • Develops strategy, plans, organization and / or process design, and effective deployment solutions (communications, KPI development, training, etc.) to ensure achievement of agreed outcomes for clients. • Effectively manages client relationships so Kepler Gate is viewed as a preferred provider of strategic procurement consulting, training & networking services. • Pro-actively helps secure new business through ongoing client relationships and through building and maintaining professional networks.

  • Operations Director

    at Raya Contact Center

    April 2017 - July 2018

    Muḩāfaz̧at al Qāhirah

    Global Operations Leadership role with overall responsibility of delivering customer care services for over 100 clients in different industries from 7 operational sites in 3 countries (Egypt, UAE and Poland) generating revenue of EGP 800M. · Managed a team of over 4000 employees. · Built and maintained strong client relationship achieving 85% client satisfaction. · Orchestrated and governed the operations among sites delivering 5% YoY cost efficiency. · launched new line of services and expanding existing accounts delivering 10% revenue growth. · Improved the margin by 15% by through business development, P&L management and price negotiation.

  • Head of Customer Care

    at Vodafone Shared Service

    February 2011 - March 2017

    Muḩāfaz̧at al Qāhirah

    Vodafone Group senior executive role responsible for delivering customer care services for Vodafone operating companies in UK, Ireland, Spain, Germany and Italy from 5 sites in Egypt and Romania. · Managed a team of over 3000 employees. · Planned and executed Vodafone Care Shared Service strategy delivering 20% YoY efficiency. · Led commercial activities and pricing, contract terms and conditions delivering cost efficiency of 20% to Vodafone operating companies and center margin of 8% while maintaining highest in the market TNPS. · Created center of excellence to provide specialized high-quality services to be used by Vodafone operating companies as R&D centers. · Led high-tier talented operation leaders among sites delivering highest TNPS among outsource partners.

  • Head of Enterprise & Fixed Data Customer Care

    at Vodafone

    June 2007 - January 2011

    Muḩāfaz̧at al Qāhirah

    A senior executive role with overall responsibility for the care / experience of customers across various touch points, including contact centers (in-house and outsourced), second line support, credit management (activations, collections and bad debts), complaints & retention management, outbound campaigns. · Managed a team of over 1000 employees. ·Designed and launched the first Internet Contact Center in Egypt. ·Designed and implemented enterprise operating model that increased customer satisfaction by 20% and reduced cost to serve by 10%. ·Positioned Customer Care as a key differentiator for the brand with Net Promoter Score leadership. · Achieved one of the company’s highest staff engagement scores by focusing on employee experience, measured by an anonymous survey of all staff. · A strong focus on talent management led to +60% of new leaders coming from internal promotion.

  • Operations Development Senior Manager

    at Vodafone

    April 2005 - May 2007

    Muḩāfaz̧at al Qāhirah

  • Projects & Process Improvement Manager

    at Vodafone

    February 2003 - March 2005

    Muḩāfaz̧at al Qāhirah

Education

  • Certified Assesor

    at SHL

    2006 - 2006 (1 year) Muḩāfaz̧at al Qāhirah

  • PMP

    at VOdafone

    2004 - 2005 (1 year) Muḩāfaz̧at al Qāhirah

  • CMA

    at AICMA

    1998 - 2001 (3 years) Muḩāfaz̧at al Qāhirah

  • BSc Commerce

    at Ain Shams University

    1988 - 1992 (4 years) Muḩāfaz̧at al Qāhirah

Languages

  • Arabic Native

  • English Negotiation

Hives