ADEL SAMIR YOUNIS
Service Delivery Director
Cairo
Summary
Tireless Service Delivery Director with 22 years of experience in BPO sector. Strong leader known for driving efficiency and cost savings through continuous process improvements. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
21
21
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Service Delivery Director
Xceed Contact Center
07.2024 - Current
- Heading service delivery supporting functions, training, and Client relations across all sites/programs
- Improved profitability, through resource optimization and creation of win-win business proposition for our clients
Offshore Service Delivery Senior Manager
Xceed Contact Center
10.2017 - 06.2024
- Heading a portfolio of offshore operations, 360 degree including client relations, contracts management, operational excellence, and P&Ls
Offshore Service Delivery Operations and Support Manager
Xceed Contact Center
01.2015 - 09.2017
- Heading service delivery operations and supporting functions, with its core functions, customer experience management, Workforce management, Quality Monitoring, Process Improvement, and Reporting
Contact Center Planning Manager
Xceed Contact Center
12.2011 - 12.2014
- Heading contact center planning & decision support, with its core functions, Workforce management, Real-time management, Reporting, and Process Improvement
Planning Senior Supervisor and acting manager
Xceed Contact Center
03.2010 - 11.2011
- Heading contact center resource planning, with its two functions Workforce and Real-time team
Work Force Management Supervisor
Xceed Contact Center
08.2007 - 02.2010
Senior Planning Work Force Management Analyst
Xceed Contact Center
12.2006 - 07.2007
Planning & Decision Support Analyst
Xceed Contact Center
08.2005 - 11.2006
Microsoft Technical support
Xceed Contact Center
04.2004 - 08.2005
Education
DPA - Business
Arab Academy For Science, Technology & Maritime
Cairo 11.2023 - Current
Executive Masters of Business Administration -
Nile University
Sheikh Zayed 01.2015 - 01.2017
BBA -
Cairo University
Cairo, Egypt 04.1999 - 01.2003
Skills
MS Excel
MS Word
MS Power Point
MS Outlook
MS Access
MS InfoPath
MS Visio
Contact Center Systems
Minitab
VBA
Computer Hardware
Microsoft Windows
Certification
Registered COPC Implementation leader (COPC International)
Travels
- Spain, Barcelona
- USA, George Washington
- USA, Tennessee
- USA, Florida
- USA, New York
- Dubai
- Jordan
- KSA
- Morocco
Car Ownership
Yes
Military Status
Exempted
Bio
22 years of experience in contact center industry, through which I headed many roles and managerial positions, including client relationship, operations, supporting functions, infrastructure projects, and account management. Holds an E-MBA, Certified COPC implementation leader, and IBDL.
Personal Information
- Date of Birth: 04/05/82
- Marital Status: Married
Timeline
Service Delivery Director
Xceed Contact Center
07.2024 - Current
DPA - Business
Arab Academy For Science, Technology & Maritime
11.2023 - Current
Offshore Service Delivery Senior Manager
Xceed Contact Center
10.2017 - 06.2024
Offshore Service Delivery Operations and Support Manager
Xceed Contact Center
01.2015 - 09.2017
Executive Masters of Business Administration -
Nile University
01.2015 - 01.2017
Contact Center Planning Manager
Xceed Contact Center
12.2011 - 12.2014
Planning Senior Supervisor and acting manager
Xceed Contact Center
03.2010 - 11.2011
Work Force Management Supervisor
Xceed Contact Center
08.2007 - 02.2010
Senior Planning Work Force Management Analyst
Xceed Contact Center
12.2006 - 07.2007
Planning & Decision Support Analyst
Xceed Contact Center
08.2005 - 11.2006
Microsoft Technical support
Xceed Contact Center
04.2004 - 08.2005
BBA -
Cairo University
04.1999 - 01.2003
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