Adham Mohamed Mohsen
Operation Senior Team Leader
Cairo
Summary
Experienced Senior Team Leader with expertise in directing workgroups and implementing effective strategies. Skilled in training, goal setting, and gathering team feedback. Exceptional interpersonal and communication skills enable effective conveyance of goals and vision for success. Problem solver, networker, and consensus builder proficient in navigating challenges and difficult client situations. Background in tourism and online hotel reservations, with over 7 years of bilingual training and quality supervision experience. Additionally, possess 2+ years of technical expertise. Known for adaptability to challenging environments, quick thinking, and multitasking ability, thriving in both supervisory and support staff roles. Experienced Associate Trainer in the outsourcing/offshoring industry with a strong track record in service delivery, IEX, customer service, COPC, and call center development. Educational background includes a Bachelor's degree focused on Education.
Overview
2025
2025
years of professional experience
13
13
years of post-secondary education
5
5
Certifications
3
3
Languages
Work History
Senior Operations Team Leader
Concentrix
11.2023 - Current
- Facilitated communication between departments, resulting in more effective collaboration on shared objectives.
- Developed strong partnerships with cross-functional teams to improve overall business performance.
- Enhanced team productivity by providing clear guidance, setting expectations, and offering ongoing support.
- Championed change management efforts during organizational restructuring, facilitating smooth transitions for team members and maintaining business continuity.
- Ensured compliance with industry regulations and company policies through diligent oversight and training initiatives.
- Analyzed data trends to identify areas for cost reduction or potential revenue growth opportunities.
- Managed a high-performing operations team, fostering a culture of collaboration and excellence.
- Mentored junior team members, helping them develop their skills and advance their careers within the organization.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths. Direct client relationship to ensure consistency in reaching our target and foster action plans for any target that needs extra focus managing hiring and attrition and the required upcoming classes managing absenteeism and adherence to reduce any financial impact
- Monthly invoice , Mid-month projection and final invoice with the client and internally gained new 30 FTE as expansion including 2 new languages of support
Operations Team Leader
Concentrix
04.2021 - 11.2023
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Implemented quality assurance measures that led to improved product consistency.
- Streamlined workflows for increased efficiency by identifying redundancies and implementing lean principles where appropriate.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Set schedules and oversaw daily workflow.
- Kept team activities in compliance with safety, regulatory and environmental guidelines.
Quality and Training supervisor
Concentrix
4 2019 - 02.2021
- Company Overview: Booking.com-Booking.GO-siruis XM- AT&T
- Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
- Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes
- Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations
- Create and maintain consultant training schedule
- Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
- Conduct Coaching and Development sessions with team members to drive continuous improvement
- Develop strong working relationships with key Business stakeholders, internal and external
- Oversee audits of key Training and Quality support processes within each account and recommends changes
- Administration of applicable certification and training processes for staff up to and including internal and client requirements
- Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate
- Lead Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)
- Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
- Booking.com-Booking.GO-siruis XM- AT&T
- Managed a team of trainers to ensure consistent delivery of high-quality training sessions across all departments.
- Mentored new hires during their onboarding process, accelerating their integration into the company culture and work environment.
Team leader
Convergys
05.2017 - 04.2019
- Company Overview: Booking.com
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
- Communicate expectations to employees and provide timely updates
- Provide subject matter expertise in handling escalated customer calls as needed
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
- Schedule and organize team activities
- Stay current on internal work processes, policies and procedures
- Attend required manager development training
- Promote the Convergys values through both behavior and attitude, including being an advocate for team member
- Booking.com
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Bilingual universal trainer (Technical support)
Convergys
01.2016 - 07.2017
- Company Overview: distributel.ca
- Deliver the training for the new hires for the Canadian internet companies (distributel.ca) (Acanac.ca) (Yak.ca)
- Making sure that the new hire understand their role in the company for any type of service (sales, customer service and Technical support)
- Make sure of the learning curve for the trainees, keeping a good learning curve for all of them
- Make sure that new hires understands their roles and applying the company process
- Distributel.ca
Bilingual universal trainer
Convergys
03.2015 - 07.2017
- Deliver the training for the new hires and make sure that they understand the concept of leisure & travel
- Learning them how to deal with all the customer complaints
- Soft skills sessions to educate the new hires how to deal their customers
- Making sure that they can understand the value of the customer satisfaction
- Educate the new hires how they can deal with the system
French Trainer
Convergys
03.2014 - 01.2016
- Company Overview: Expedia.fr
- Manage the class room for the trainees
- Make sure that the trainees are updated with all the new tools
- Manage the transportation for the trainees
- Assuring the learning curve for the trainees to meet the client requirement
- Assuring that the trainees are aligned with the company new process
- Expedia.fr
Intraday Associate
Convergys
02.2013 - 03.2014
- Promoted after 9 months to be (Intraday associate) in the planning department and the scheduling for all the account with all the lob (line of business)
Customer Service (French)
Convergys
06.2012 - 02.2013
- Company Overview: Hotels.com
- Handling all the customers' requests (bookings, complaints, cancelation & modification)
- Contacting the hotels to waive penalties
- Working as support professional agent after sales services for an international account (expedia) French section
- Handling customers complaints by phone for the (hotels.fr) web site
- Hotels.com
French tour leader
Albatros tours
02.2008 - 06.2012
- Company Overview: Look Voyages
- Handling Customers complaints, To obtain the company net growth by minimizing the cancellation/complaints level
- Meet & assist for the clients (info meetings
- Booking excursions)
- Working as snorkelling guide
- Working as the company rep on the Nile cruises (handling customer complaints, booking excursions)
- Analysing the sales growth for the company
- Look Voyages
Education
Lycee la liberte - French education
Lycee La Liberte
Cairo, C 01.1990 - 01.2003
Faculty of education - French section
Faculty of education
Skills
Strong Organizational Skills
Creative Problem Skills
Call Center Operations
Critical thinking skills
Teamwork and Collaboration
Certification
2014, PMP (project management professional)
Personal Information
Date of Birth: 07/18/86
Timeline
Senior Operations Team Leader
Concentrix
11.2023 - Current
Operations Team Leader
Concentrix
04.2021 - 11.2023
Team leader
Convergys
05.2017 - 04.2019
Bilingual universal trainer (Technical support)
Convergys
01.2016 - 07.2017
Bilingual universal trainer
Convergys
03.2015 - 07.2017
French Trainer
Convergys
03.2014 - 01.2016
Intraday Associate
Convergys
02.2013 - 03.2014
Customer Service (French)
Convergys
06.2012 - 02.2013
French tour leader
Albatros tours
02.2008 - 06.2012
Lycee la liberte - French education
Lycee La Liberte
01.1990 - 01.2003
Faculty of education - French section
Faculty of education
Quality and Training supervisor
Concentrix
4 2019 - 02.2021
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