Key Duties:- Successful Operation of BPO Customeru Experience Center- Complete ownership of site P&L- Support Raya and Clients to achieve service quality and goals- Fiscal management in achieving profitability goals- Responsible for site operations (incl. policies & procedures, people development, implementation & continuous improvement)- CAPEX and business plans for expansion and new projects- Ongoing OPEX Management vs. Planned Budget- Managing operational & contractual KPIs as well as site metrics - Projects implementation and transitioning- Client Relations Management

Spot On was founded to help entities in their continuous improvement and development journey.My role is focused on:- Establishment of Business Strategy and Business Plan- CAPEX and business plans for expansion and new projects- Complete management of company P&L and Ongoing OPEX Management.- Managing operational & contractual KPIs- Business Development and Client Relations Management

- Establish a new Contact Center in Poland with an initial capacity of 250 seats- Plan for expansion over five years to reach 750 to 1,000 seats.- Business development through bringing in new EU clients and manage presales in coordination with Egypt HQ business development team.- Managing cross functional teams for modifying & updating existing policies & procedures towards efficient performance achievement- Full ownership of annual budget with focus on leading and monitoring the improvement in KPIs and ROI of current initiatives and clients projects.- Project Management for the site preparation & set up.- Setting up the company & legal requirements in coordination with local authorities- Company representation with government , suppliers , legal , banks & clients- Interview and hire the required staff for the first phase utilizing relevant recruitment agencies where applicable and in coordination with Egypt HR team

Key Duties:- Deploying frameworks for assessing & driving Customer Centricity, COPC, & Six Sigma- Plan, monitor & manages internal Six Sigma projects from initiation through completion to ensure project results meet requirements & objectives.- Accountable for the performance & results of multiple cross functional Six Sigma teams within different organization functions & levels.- Enable identification/deployment of cross departmental actions to improve customer perception.- Deliver advisory & implementation support to enhance end-to-end satisfaction & experience- Accountable for the assigned annual budget, performance, results, resources, vendors & portfolio of tests using direct & indirect customer research - Manages multiple cross functional teams of professionals and managers in COPC deployment.- Contribute to the development & management of the organization’s Culture Shift

Key Duties- Manage and monitor the outsourcing of customer satisfaction & experience surveys.- Enhancing customer satisfaction through integrating “Voice of Customer” to improvement plans- Ensure proper visibility for management to the end-to-end customer satisfaction indicators- Mapping customer satisfaction to internal process capabilities to identify performance gaps- Identify & implement in liaison with department owners the new quality standards, tools and methodologies to monitor & improve the quality of operation- Leading Orange Egypt contact center to achieving COPC certification.- Designing a customer satisfaction/experience measurement model and dashboard

Key Duties- Support and coach Black Belts, Green Belts and project leaders through the implementation of customer experience and Six Sigma initiatives.- Support the implementation of cross-departmental customer experience improvement plans- Support the evaluation of customer facing processes, systems and policies- Managing 10 Six Sigma projects per year for cross functional improvement and enhancing efficiency, Performance, and resources Utilization.Key Achievements- Over 10 Six Sigma cross functional improvement projects enhancing efficiency, Performance, and resources Utilization.- Creating a customer churn prediction model.

Key Duties- The commercial management of the first Cisco contact center in Egypt and its P&L- Client relations management, and client satisfaction / complaints management- launching the first outsourced Cisco Contact Center for customer service in Egypt and North Africa, with achieving over 90% client satisfaction.Key Achievements- The successful launch of the first outsourced Cisco customer service program in Egypt and north Africa- Achieving over 90% client satisfaction.- Creating a simulation model for program financials and P&L to ensure that all possible variables are considered when taking financial decisions, leading to increased revenues.

Key Duties- COPC: Contact Center Preparation for Certification and Certification Audits- Developing Key Performance Indicators for Contact Centers in accordance with the COPC 2000 release 4.1. Requirements- Providing On-site contact centers Support for COPC Deployment & Six Sigma ProjectsKey Projects- EFG-Hermes contact center process modeling and assessment Egypt- Leading Etisalat UAE through the COPC certification UAE- Sarah Telecom contact center performance enhancement KSA- Cemex Cement contact center performance enhancement Egypt

Key Duties- Departmental and operational Process Mapping for 13 Departments, 14 Programs inclusive of support functions and operations handling Inbound & Outbound transactions- Six Sigma Process Improvement Projects- Internal & New Programs Auditing according to the ISO & COPC standardsOperational Key ProjectsAHT, Client F, Reducing Handling Time (AHT) from 110 Seconds to 74 seconds.C-Sat, Client E, Increasing Customer Satisfaction from 30% to 58%AHT, Client D, Reducing Handling Time (AHT) from 21 minutes to 7:30 minuets Fatal Errors, Reducing Fatal Errors by 10%ATT, Client C, Reducing Talk Time (ATT) by 67 Seconds Training, Increasing First Pass Rate by 25%ATT, Client B, Reducing Handling Time (AHT) by 14 SecondsAHT, Client A, Reducing Handling Time (AHT) by 25 SecondsHR & Personnel Projects- Reducing New Hires Handling Cycle time by 7 working days- Reducing Resignation Cycle time by 11 working days- Reducing internal Transfers Cycle time by 4 working days

Key Duties- Departmental and operational Process Mapping for 13 Departments, 14 Programs handling Inbound & Outbound customer interactions- Six Sigma Process Improvement Projects- Internal & New Programs Auditing according to the ISO & COPC standards.Key ProjectsClient, Location, & Work Done.Consortium Algérien De Télé-communication, Algeria- Value Chain Mapping- 2nd and 3rd level Process Mapping- Analysis of Main Organizational Activities- Contact Center Business AnalysisXceed, Egypt- COPC Implementation- Project Span 8 Months- Process Analysis and enhancement in Compliance with the COPC 3.4 Base StandardXceed, Egypt- ISO Implementation- Project Span 3 Months- Process Mapping & Documentation in Compliance with the ISO 9001:2000 Standard- Certification Completed without a single Non-Conformity after BSI Audit

Key Duties- Multiple Projects Management.- Industrial ERP Projects for clients- Six Sigma Projects for management and industries at clients locations- Process Improvement studies for industrial systems- Business analysis of client's industrial and managerial systemsKey Clients and Projects(Council of Family Affairs in Qatar, Al-Rashed Consultants in KSA, Dubai Land Department in UAE, Nountex Textiles in Egypt, Ba' Samhh Trading company in KSA)