Ibtehal El-Naka
6 Of October
Summary
Operations leader with extensive experience in business strategy and customer relationship management at Concentrix. Achieved significant operational efficiency and high employee satisfaction through data analysis and team motivation. Implemented cost-saving initiatives that drove performance improvements and compliance. Recognized for exceptional productivity and effective task completion across all management levels.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director of Operations
Concentrix
Cairo
01.2025 - Current
- Developed and maintained client relationships to grow business and improve account retention.
- Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
- Implemented successful business strategies to increase revenue and target new markets.
- Analyzed financial data to make informed decisions on cost savings initiatives.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Coordinated activities between different departments to ensure successful completion of projects.
- Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
- Mitigated business risks by working closely with staff members and assessing performance.
- Provided leadership and guidance to subordinate managers and supervisors.
- Established operational guidelines and identified opportunities for improvement.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Analyzed data trends and identified potential risks or opportunities associated with operations.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Recognized employees for demonstrating excellent service resulting in increased company morale.
- Worked with management team to develop operational goals aligned with business strategy.
- Developed and implemented operational policies and procedures to improve efficiency.
- Successfully improved employee turnover through creating incentive and developmental programs.
Associate Director, Service Delivery
Concentrix
03.2023 - 12.2024
- Maintained compliance with industry regulations and organizational policies.
- Implemented customer service initiatives to improve client satisfaction.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Conducted regular meetings with staff members to review progress on goals and objectives.
- Monitored industry trends to recommend actionable strategies.
- Analyzed business performance data and forecasted business results for upper management.
- Ensured compliance with all applicable laws, regulations and policies related to the organization's operations.
- Established key performance indicators which were tracked regularly against set targets.
- Analyzed data collected from various sources in order to identify trends or areas requiring further investigation or action.
- Developed and maintained relationships with external partners and vendors.
- Prepared reports and presentations for executive leadership review.
- Monitored budgeting, forecasting, planning and reporting activities of the department.
- Developed team atmosphere to drive supportive and productive work environment.
- Created effective communication channels between different departments in order to facilitate collaboration.
Site Manager
Concentrix
11.2021 - 02.2023
- Responsible for maintaining and growing revenue of program(s), ensuring proficient training, staff development, and effective employee relation/recognition programs.
Senior Operations Manager
Concentrix
08.2019 - 11.2021
- Managing various clients' operations, reaching highest ESAT results in Cairo, driving team development, and maintaining client satisfaction.
Call Center Manager
Concentrix
01.2014 - 07.2019
- Responsible for defining and developing operating approaches to ensure call center standards and requirements are met, managing operations through performance metrics, and providing leadership to a large and diverse staff.
EMEA Service Delivery Manager
HTC
01.2011 - 12.2013
- Responsible for People Leadership, effectively managing the team, ensuring compliance with Human Resources policy, recruitment, performance appraisals, and client relationship management.
Escalation Manager
HTC
12.2009 - 12.2010
- Responsible for handling customer complaints and approve swap on behalf of the client, communicating with all repair center managers in EU as well as country managers.
Technical Support Team Leader
HTC
12.2007 - 10.2009
- Responsible for team management, all the reports, analysis and conducting weekly conference call with the client to discuss the improvement area, action plans (if needed) & CSS scores, reporting to HTC SDM.
Senior agent
GMME
06.2007 - 12.2007
- Reporting to the client and handling Premium cases and VIP customers.
Account Representative (Tele Marketing)
Prosoft IBM
International Customer Service Representative
Senior agent
Dell
- Responsible for morning shift agents and reporting to client on daily basis.
Education
Bachelor of Arts - Spanish department, second language: English
Ain Shams University
Cairo06.2005
Skills
- Very good command of Microsoft Word, Access, Excel, and the internet
- Capable of motivating, communicating, and working with others
- Self-motivated, systematic, enthusiastic, and cooperative
- Ability to work under pressure
- Ability to learn new tasks
- Ability to be a team member
- Operational efficiency
- Business strategy
- Compliance management
- Customer relationship management
- Process improvement
- Staff development
- Organizational structuring
- Performance improvement
- Teamwork and collaboration
- Multitasking Abilities
- Attention to detail
References
References and certificates will be furnished upon request.
Languages
mother tongue, fluent writing and speaking, good speaking and writing
Traineeships
- Detailed Customer service, sales and telesales training in Raya Academy and Raya Contact Center.
- Detailed Customer service training (through the customer eyes) for an International Account.
- Course of International Customer Service Association.
- Mobile Technology Technical training for 2 months.
- Leading ship skills training for 3 weeks.
- Finance for Non Financials.
- Black Belt Six Sigma.
- Client relationship Management – Dale Carnegie.
- Effective Communication & Human Relation – Dale Carnegie.
- The 7 Habits of Highly Effective People Associates Workshop – Franklin Covey.
- PMP
Personal Information
- Place of Birth: Alexandria
- Date of Birth: 09/28/84
- Nationality: Egyptian
- Marital Status: Married
Languages
Arabic
First Language
English
Advanced (C1)
C1
Spanish
Intermediate (B1)
B1
Certification
- COPC Implementation Leader
- Certified Six Sigma Black Belt
- PMP
References
References available upon request.
Timeline
Director of Operations
Concentrix
01.2025 - Current
Associate Director, Service Delivery
Concentrix
03.2023 - 12.2024
Site Manager
Concentrix
11.2021 - 02.2023
Senior Operations Manager
Concentrix
08.2019 - 11.2021
Call Center Manager
Concentrix
01.2014 - 07.2019
EMEA Service Delivery Manager
HTC
01.2011 - 12.2013
Escalation Manager
HTC
12.2009 - 12.2010
Technical Support Team Leader
HTC
12.2007 - 10.2009
Senior agent
GMME
06.2007 - 12.2007
Account Representative (Tele Marketing)
Prosoft IBM
International Customer Service Representative
Senior agent
Dell
Bachelor of Arts - Spanish department, second language: English
Ain Shams University
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