Summary
Overview
Work History
Education
Skills
Certification
Volunteer Experience
Languages
Timeline
Generic

John Akladious

Alexandria

Summary

Results-driven Operations Supervisor with expertise in team leadership, operational management, and KPI analysis. Proven track record in developing policies that enhance customer experience and drive continuous improvement.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Operations Supervisor

Teleperfromance
Alexandria
03.2025 - Current
  • Manage and lead a team of supervisors, team leads, and call center agents.
  • Oversee daily operations, including workforce scheduling, queue management, and service-level performance.
  • Monitor and analyze KPIs (e.g., AHT, FCR, CSAT, SLA), and drive continuous improvement strategies.
  • Develop and implement operational policies, procedures, and best practices to enhance customer experience and team performance.
  • Collaborate with Quality Assurance, Training, HR, and IT teams to support agent development and system efficiency.
  • Handle escalations and complex customer issues as needed.
  • Ensure compliance with company policies, data protection laws, and regulatory requirements.
  • Prepare and present operational reports to senior management.
  • Measure and evaluate leaders' performance with key metrics.
  • Finalizing the account's payroll.
  • Examine financial data, and use them to improve profitability.
  • Manage budgets and forecasts.
  • Discover training needs for both leaders and agents, and organize development plans.
  • Contribute to related stakeholders in preparing reports before weekly, monthly, and quarterly business reviews, and analyze the account performance results compared to KPIs to identify areas to be improved.
  • Preparing reports and analyzing data to improve performance.
  • Foster a positive, motivated, and performance-driven culture within the team.
  • Conduct investigations into operations complaints, and make sure that the proper action is taken in accordance with the policy.

Operations Team Manager

Majorel
Alexandria
12.2022 - Current
  • Ensure all operations are carried on in an appropriate, cost-effective way.
  • Improve operational management systems, processes, and best practices.
  • Help the organization’s processes remain legally compliant.
  • Formulate strategic and operational objectives.
  • Perform quality controls and monitor production KPIs.
  • Recruit, train, and supervise staff.
  • Find ways to increase the quality of customer service.
  • Facilitate and assist the team through individual coaching sessions and team meetings.
  • Ensure daily monitoring of individual and team performance indicators to identify areas for improvement and implement the necessary action plans.

Product Line Support SME

Amazon.ae/ Amazon.sa
07.2021 - 12.2022
  • Technical support for Apple products in both UAE and KSA

International Customer Service Advisor

Vodafone UK
Alexandria
09.2019 - 06.2021
  • Worked as a customer service representative over the phone in the billing and first line technical department.
  • Floor Walker (Support).
  • Delegate to the team manager.

Store Manager

Seaport Stores
Wildwood
06.2019 - 09.2019
  • Managing the store's sales and the sales representatives.
  • Managing the inventory and the stock.
  • Making orders according to the stock's needs.
  • Responsible for the accounting and sales records.
  • Reporting the revenue to the store manager on daily basis.

Chef

All One Grill Restaurant; Alexandria Electricity Distribution Company; Ezz Al Dekheila Steel
Bayonne
07.2018 - 09.2018
  • Cook meals, Cashier, Grill Chef

International Scout Volunteer

Boys Scouts of America
Custer
05.2018 - 07.2018
  • Teach and Train scout boys merit badges such as camping, backpacking, fire ..etc.
  • Represent Egypt as an international member in the staff.
  • Prepare activities, events camps for the camp and troops.

Education

Bachelor’s degree - Accounting & Finance

Alexandria University
Alexandria
06.2019

High School Diploma -

Collège Saint-Marc
Alexandria
07.2015

Skills

  • Workforce scheduling
  • KPI analysis
  • Policy implementation
  • Budget management
  • Continuous improvement
  • Customer relationship management
  • Team performance optimization
  • Lean six sigma

Certification

Wood Badge Training (International Scout Leader), 2017, WOSM

Volunteer Experience

Scout Leader, 07/01/15, Present, Scout WOSM

Languages

Arabic
First Language
English
Advanced (C1)
C1
French
Upper Intermediate (B2)
B2

Timeline

Operations Supervisor

Teleperfromance
03.2025 - Current

Operations Team Manager

Majorel
12.2022 - Current

Product Line Support SME

Amazon.ae/ Amazon.sa
07.2021 - 12.2022

International Customer Service Advisor

Vodafone UK
09.2019 - 06.2021

Store Manager

Seaport Stores
06.2019 - 09.2019

Chef

All One Grill Restaurant; Alexandria Electricity Distribution Company; Ezz Al Dekheila Steel
07.2018 - 09.2018

International Scout Volunteer

Boys Scouts of America
05.2018 - 07.2018

Bachelor’s degree - Accounting & Finance

Alexandria University

High School Diploma -

Collège Saint-Marc

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John Akladious