Mahmoud Abulenain
Cairo
Summary
Team Leader with over 3 years of experience, seeking a Management role. Demonstrated success in leading and motivating teams, implementing CRM strategies, and managing complex projects. Skilled in CRM systems, operational procedures, project management, communication, and problem-solving. Eager to leverage expertise and leadership experience to drive organizational efficiency and achieve strategic operational goals in a senior leadership capacity.
Overview
6
6
years of professional experience
Work History
Frontline Operations Lead
Tabby FZ-LLC
06.2024 - Current
- Consistently drove exceptional performance by leveraging Voice of the Customer insights and optimizing advisory services across all channels, including calls, chat, and email.
- Developed targeted improvement plans for underperforming advisors, resulting in an 80% success rate for customer satisfaction.
- Conducted high-quality analysis of key performance metrics, including surveys, average handle time, and adherence reports, to drive data-informed decisions.
Team Leader - CRM Operations
Concentrix
03.2022 - 06.2024
- Developed and implemented CRM operational procedures to meet client expectations and target metrics, ensuring high customer satisfaction and achieving key performance goals.
- Successfully planned and managed projects by setting clear objectives, adhering to timelines and budgets, and delegating tasks effectively. These efforts resulted in achieving the top rank among 12+ teams in Year-to-Date evaluations for 2023 and 2024.
- Facilitated regular and effective communication with team members, stakeholders, and cross-functional departments, providing daily progress updates, addressing concerns, and gathering actionable feedback to drive product and process improvements.
- Led a team of 15+ professionals, delivering exceptional customer support and satisfaction, contributing to team members’ continuous professional growth and frequent promotions.
Travel Consultant
Concentrix
07.2021 - 02.2022
- Resolved any issues related to travel plans and services keeping customer satisfaction above 90% of the surveys.
- Assisted customers in making changes to existing itineraries or canceling trips
- Developed customized travel itineraries for clients based on their preferences and budget
- Processed payments from customers using a variety of methods such as credit cards, cash or checks
Travel Consultant
Teleperformance
01.2019 - 06.2021
- Strong knowledge of international travel destinations, visa requirements, and booking procedures
- Proven track record of exceeding sales targets by effectively promoting travel packages and add-ons
- Converting 70% of inbound interactions to sales.
Education
Bachelor of Commerce -
Portsaid University
Port Said, PTS01.2017
Skills
- Project Management
- Communication
- Problem-solving
- Project Planning
- Decision Making
- Leadership
- Conflict Resolution
- MS Office
References
Upon Request
Certificationscourses
- Six Sigma White Belt Certification
- Code of Ethical Business Conduct Certificate
- Diversity, Equity and Inclusion in the Workplace Certificate
Languages
Arabic
Native language
English
Proficient
C2
Spanish
Beginner
A1
Timeline
Frontline Operations Lead
Tabby FZ-LLC
06.2024 - Current
Team Leader - CRM Operations
Concentrix
03.2022 - 06.2024
Travel Consultant
Concentrix
07.2021 - 02.2022
Travel Consultant
Teleperformance
01.2019 - 06.2021
Bachelor of Commerce -
Portsaid University
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