In my recent role, I reported to the Managing Delivery Partner of the retail vertical, overseeing retail programs across the region. I held P&L responsibility for the portfolio, focusing on driving revenue growth through increasing wallet share for existing businesses and advancing digital transformation initiatives.

• Managed a highly complex portfolio across multiple industries, overseeing travel and retail programs in Egypt with a mix of remote and onsite teams in Egypt, India, and Bulgaria. Reported to Geo and Vertical executives.• Successfully managed a P&L of over $25 million with a headcount of over 1,000 employees.• Acted as the primary deputy to the country head, ensuring business continuity during their absence and making key decisions on their behalf.• Achieved a 90+ NPS for all… Show more • Managed a highly complex portfolio across multiple industries, overseeing travel and retail programs in Egypt with a mix of remote and onsite teams in Egypt, India, and Bulgaria. Reported to Geo and Vertical executives.• Successfully managed a P&L of over $25 million with a headcount of over 1,000 employees.• Acted as the primary deputy to the country head, ensuring business continuity during their absence and making key decisions on their behalf.• Achieved a 90+ NPS for all clients and a 30% revenue increase over the past 3 years, significantly improving client satisfaction.• Attained a 70+ NPS for employee satisfaction with top programs across the country and vertical.• Spearheaded strategy development and tactical execution to drive exceptional business outcomes, responding to the dynamic needs of the business and optimizing site seating utilization.• Served as the client relations partner and escalation point, managing end-to-end processes, including but not limited to deal and contract terms negotiation, pricing, transition, business reviews, and service delivery.• Planned FY budget, set financial strategy, analyzed costs, and monitored financial performance to identify variances and areas for improvement, consistently achieving ~120% of budget targets annually• Collaborated with the sales team and actively participated in responding to RFPs/RFQs, while expertly representing Egypt in client oral presentations. Show less

• Reported to the country head, managing a portfolio of ~500 FTEs under two different verticals between Egypt and the Philippines.• Oversaw and ensured smooth daily operations of multiple high-complexity programs, ensuring SOW compliance and achieving over 95% of KPI goals across all programs.• Held quarterly and monthly business reviews with clients and Sutherland’s executives.• Mentored and onboarded new leaders, including Managers and Heads, at Sutherland, facilitating their… Show more • Reported to the country head, managing a portfolio of ~500 FTEs under two different verticals between Egypt and the Philippines.• Oversaw and ensured smooth daily operations of multiple high-complexity programs, ensuring SOW compliance and achieving over 95% of KPI goals across all programs.• Held quarterly and monthly business reviews with clients and Sutherland’s executives.• Mentored and onboarded new leaders, including Managers and Heads, at Sutherland, facilitating their successful integration and growth within the organization.• Successfully transitioned English volume from the Philippines to Egypt for one of our largest retail clients, achieving a 15% cost saving for Sutherland through increased efficiency and utilization, while ensuring seamless business continuity and improved performance for the client.• Developed and nurtured talent to enhance performance and foster a customer-centric culture. Continuously improved employee performance evaluation and incentive programs, achieving a 99% retention rate and a 97% internal fulfillment rate for all vacancies.• Managed and oversaw resource planning, recruitment, change requests, and business continuity planning, ensuring 0% revenue loss due to downtime or planning issues.• Evaluated daily key performance indicators, identifying areas for improvement and collaborating with other departments to develop and implement action plans.• Analyzed data and led changes in processes and technology to optimize efficiency and drive operational excellence through automation and process improvement.• Successfully led the transition and onboarding of 5 new clients at Sutherland Egypt, ensuring 100% compliance with the First Time Right framework Show less

• Reported to the account director with a team span of 50-70 FTEs focused on logistics management and promoting compliance for one of the largest Oil & Gas companies.• Launched a back-office operation in Egypt focused on reporting and data analysis, delivering customer insights to mitigate future incidents and reduce the automotive accident rate per million miles.• Led and developed a team of Team Managers and Supervisors, ensuring effective employee development and engagement.• Led… Show more • Reported to the account director with a team span of 50-70 FTEs focused on logistics management and promoting compliance for one of the largest Oil & Gas companies.• Launched a back-office operation in Egypt focused on reporting and data analysis, delivering customer insights to mitigate future incidents and reduce the automotive accident rate per million miles.• Led and developed a team of Team Managers and Supervisors, ensuring effective employee development and engagement.• Led the successful transition of Russian support from Bulgaria to Egypt, resulting in significant cost reductions for both the client and Sutherland.• Served as the Subject Matter Expert for back-office operations automation and CRM implementation.• Assisted in developing a transformation roadmap, initiating an accelerated digital transformation journey.• Assisted in revamping the process to a risk-based intervention approach, reducing the required workforce by 27% while maintaining the same level of efficiency. Show less

• Inspired and managed teams in operational improvement, increasing motivation and productivity.• Managed and mentored a team of 17 front-line associates to continuously deliver exceptional service.• Conducted regular appraisals and performance reviews, highlighting training and development opportunities.• Supervised and mentored staff in 1:1 session, driving the attainment of individual KPIs.• Served as a process expert, contributing to the creation and revamp of multiple SOPs.

Served as a Customer Service Representative for one of the largest telecom providers in the US.