Ahmed Hagras
Senior Operations Manager
Fardous City, 6th Of October
Summary
Experienced Senior Operations Manager with 10 years’ progressive career experience in BPO, Client Relationship, and Healthtech Operations management, managing multiple LOBs of +200 employees, with a focus on scaling operationally complex businesses and outperforming customer success standards.
Currently serving as the Senior Operations Manager at TrueBlue MD, a remote care startup disrupting the virtual healthcare industry in the US, managing product and client success operations with full P&L accountability. Also a member of N&L Group’s steering committee.
Congenial and easy-to-work-with professional, dedicated to maintaining positive work environment and developing impassioned teams with continuous development mentality.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Senior Operations Manager
TrueBlue MD
Winchester, VA (Remote)
03.2020 - Current
- Supervised planning, development and implementation of B2B2C SaaS product that enables healthcare professionals to remotely monitor their chronically ill patients, real-time.
- Established and implemented Target Operating Model, departmental OKRs, operating procedures, and quality assurance protocols, in compliance with HIPAA regulations.
- Increased margins by 32% and revenues by 20% through cross-selling, waste reduction, and customer engagement initiatives.
- Developed quarterly business plans to evaluate cost projections and reported company status to top management through quarterly business reviews.
- Maintained P&L and shouldered company's fiscal responsibility.
- Managed outsourced business processes through 7 global vendors, including product marketing, sales, logistics, customer support, and legal services.
- Negotiated and drafted contracts with business partners, and vendors, saving company over $95K.
- Established supply chain management, distribution and resourcing operations, ensuring same-week devices delivery for 95% of customers with minimal costs.
- Surpassed industry's Customer Lifetime benchmarks with 30%.
- Achieved average NPS of 64, and 90% Client Satisfaction Rate for 2 years.
Service Delivery Manager
Centro CDX
Cairo
06.2015 - 03.2020
- Managed offshore/outsourcing operations and client relationship activities for range of U.S clients, managing a business unit of 200+ employees.
- Interfaced with key accounts, delivering exceptional service and advising on methods, technologies and process improvements that increase overall business potential.
- Led the development and promotion of over 30 HIPO calibers from my team into management roles.
- Implemented COPC standards across Centro CDX operations.
- Achieved +87% Client satisfaction rate for 4 consecutive years.
- Overachieved assigned financial targets with 7% on average for 4 consecutive years.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
Service Delivery Supervisor
Centro CDX
Cairo
04.2014 - 06.2015
- Supervising Service Delivery Operations for 90+ employees.
- Achieved 85% C-SAT.
- Participated in 2 Six Sigma projects that improved performance achievements ratio from 70% to 98%.
Service Delivery Team Leader
Centro CDX
Cairo
05.2013 - 04.2014
- Led high-performance team of 20 employees.
Education
Bachelor of Science - Accounting
Cairo University
Egypt 09.2014 - 07.2018
Skills
Operations Management
undefinedTimeline
Senior Operations Manager
TrueBlue MD
03.2020 - Current
Service Delivery Manager
Centro CDX
06.2015 - 03.2020
Bachelor of Science - Accounting
Cairo University
09.2014 - 07.2018
Service Delivery Supervisor
Centro CDX
04.2014 - 06.2015
Service Delivery Team Leader
Centro CDX
05.2013 - 04.2014
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