Basem S. Halawy
Regional Sr. Sales Surge Team Manager
6th of October City
Summary
Goal-oriented Sr. Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 10 years of extensive leadership experience in Telecommunications and E-Commerce industry.
Skilled in International Contact Centers, Food Industry, Delivery Services, People Management, Operation, Outsourcing, and Customer Experience in Egypt, UK, Ireland and GCC.
Overview
17
17
years of professional experience
9
9
Certifications
3
3
Languages
Work History
Regional Sr. Sales Surge Team Manager
Talabat
08.2025 - Current
- Leading a team of 4 executives responsible for assisting the sales team facilitate the transition of new accounts into Talabat's platform by generating menus and item images using AI tools.
- Set and review monthly KPIs (Key Performance Indicators) for the team.
- Generate daily and Weekly reports to review the number of accounts facilitated and accepted into the platform to collaborate with the sales team.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Rolling out new processes and automated tools among the rest of the teams in the function to help adding value to the operation.
- Manage daily targets of agents and their performances.
- Point of contact with the Sales Team and Senior Management and other teams.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
Regional Content Audit Team Leader
Talabat
02.2025 - 08.2025
- Leading a Team of 10 Senior Executives responsible for Auditing and reviewing the Quality Checks for Content Creation and update on Talabat website (BPO/Outsourcing Agents).
- Set the KPIs (Key Performance Indicators) for the team.
- Participated in the selection process, interviews and the initial & product knowledge training.
- Manage daily targets of agents and their performances.
- Manage daily Service level accuracy.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Regional Coordination Team Leader
Talabat
09.2018 - 02.2025
- Leading a Team of 25 Executives responsible for Content Creation and update on Talabat website.
- Set the KPIs (Key Performance Indicators) for the team.
- Participated in the rewarding scheme and arranged a disciplinary matrix in collaboration with the HR department
- Participated in the selection process, interviews and the initial & product knowledge training
- 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.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Manage daily Service level accuracy.
- Point of contact with the Key Accounts and Senior Management and other teams.
Technical Support Admins Interim Team Leader
Vodafone Ireland
05.2017 - 07.2018
- Set the KPIs (Key Performance Indicators) for 8 Admin Team members.
- Participated in the rewarding scheme and arranged a disciplinary matrix in collaboration with the HR department
- Setting the complaints policy, escalation process & required reports and most importantly the customer experience analysis
- Participated in the selection process, interviews and the initial & product knowledge training
- Created process improvement focus groups and process improvement reports in order to implement innovative ideas to improve customer experience and lean workload on employees
Senior Technical Support Admin Executive
Vodafone Ireland
10.2014 - 05.2017
- Assemble planning applications and packs under guidance from the technical team.
- Assemble inquiries to services and utility companies under guidance from the technical team and ensure responses are obtained in a timely manner.
- Assist the technical team in administering Section Agreements and all aspects of associated works through to adoption of highways, drainage and public open space.
- Liaise with external consultants to monitor incoming and outgoing information on behalf of the technical team.
- Arrange meetings on behalf of the technical team and where appropriate attend meetings to take minutes.
- Prepare presentations on behalf of the technical team.
Senior 2ndline Technical Support Executive
Vodafone Ireland
09.2012 - 10.2014
- Hold Weekly meetings with support functions to narrow gaps and process improvement
- Managing and analysing Vodafone Network Promotion in order to maintain and improve our products and services.
- Mentor and support new employees.
- Assuring that our customer/business revenue is met via emails and action Items
- Ensure service level agreements are met and maintained (24Hr turnaround time).
- Being proactive in the improvement of processes and procedures.
- Communicating positively with all involved parties in order to facilitate customers’ reception of the expected distinguished service.
- Meeting service level in handling all transactions measured through productivity reports.
- Accuracy in handling all assigned tasks.
- Maintaining professional work relationships with colleagues, supervisors and managers.
International Account Executive
Vodafone UK
10.2010 - 09.2012
- Work as part of a team to ensure offering world-class Customer Service at all times.
- Be proactive in regards to the improvement of processes and procedures.
- Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.
- Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
- Use the job tools (telephone and computer) effectively.
- Meeting service level in handling all transactions measured through productivity reports.
- Accuracy in handling all assigned tasks.
- Attendance and punctuality.
- Maintain professional work relationships with colleagues, supervisor and manager.
- Teamwork spirit.
- Flexibility .
Contact Center Agent
Vodafone Egypt
02.2009 - 10.2010
- Handling Customer technical and billing queries.
- Escalating billing errors to specialized teams and doing needed to follow up with customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recommended products to customers, thoroughly explaining details.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Responsible Of Administrative Affairs
Royal Foods
11.2008 - 01.2009
- Prepare employee's papers and files to report them to the finance and Payroll team.
- Handling employee's issues and conflicts within the company.
- Checking work orders inside the office and the branches and report it to GM.
- Responsible for all company business lines and handsets.
- Assist to the Payroll team in updating the payroll to all staff at the end of the month.
- Reporting line between other departments and GM.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
Junior Designer
EgyGo.net
05.2008 - 10.2008
- Worked as an assistant to the Senior designer preparing ideas and helping with the final production of each project.
- Preparing illustrations using Adobe Photoshop and Illustrator for creating logos and vectors.
- Contributed to successful product launches through effective packaging and promotional material designs.
- Optimized digital assets for web use, resulting in faster load times and improved online user experiences.
Education
License of Law - Criminal Justice/Law Enforcement Administration
Ain Shams University
Cairo 04.2001 -
Skills
Team Management
undefinedInterests
Drawing, Running, Collecting
Extracurricular activities
Recruitment Lead Support On demand recruitment support to HR. Takes lead in recruitment process and interviews for newly hired candidates. updates and enhance the recruitment process when needed. revisits the interview results and makes a final decision in various positions related to Call center/chat/Backoffice/Content/Partner support.
Courses
- Lean Yellow Six Sigma Jul 2020
- Leadership & Management Programme Jul 2019
- Effective Leadership Development Jun 2018
- Quality Coaching Diploma Jan 2018
- Supervision and Leadership skills Aug 2017
- Communication Skills Work Shop May 2015
- Train The Trainer Program Mar 2013
- HR mini Diploma Feb 2012
Software
Microsoft Office
Zendesk
CMS
Sales Force
Google Gemini
Certification
Communication Skills Workshop
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
French
Elementary (A2)
Accomplishments
- Helped Talabat Content Operation Achieve high efficiency level by introducing better hiring criteria for new hire process in collaboration with HR.
- Achieved Contingency Plan Hero while working for Vodafone UK/Ireland during the political crisis in Egypt for operating while lockdown for 21 consecutive days.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Six Sigma Green Belt
10-2025
Regional Sr. Sales Surge Team Manager
Talabat
08.2025 - Current
Operational Excellence Foundations
07-2025
Lean & Six Sigma Yellow Belt
06-2025
GRC Training Program
05-2025
Regional Content Audit Team Leader
Talabat
02.2025 - 08.2025
First Time Managers
12-2018
Regional Coordination Team Leader
Talabat
09.2018 - 02.2025
Technical Support Admins Interim Team Leader
Vodafone Ireland
05.2017 - 07.2018
Senior Technical Support Admin Executive
Vodafone Ireland
10.2014 - 05.2017
Train of Trainer "ToT"
04-2014
BCP Contingency Plan Hero Award
07-2013
Senior 2ndline Technical Support Executive
Vodafone Ireland
09.2012 - 10.2014
International Account Executive
Vodafone UK
10.2010 - 09.2012
Personal and Legal Skills
06-2009
Communication Skills Workshop
03-2009
Contact Center Agent
Vodafone Egypt
02.2009 - 10.2010
Responsible Of Administrative Affairs
Royal Foods
11.2008 - 01.2009
Junior Designer
EgyGo.net
05.2008 - 10.2008
License of Law - Criminal Justice/Law Enforcement Administration
Ain Shams University
04.2001 -
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