Mahmoud Atef
Contact Center Account Manager
Cairo, Egypt
Summary
Experienced in leading and directing CX operations with more than 500 employees. Disciplined manager with 7 years of experience. Results-driven Manager focused on developing and leading exceptional teams. Motivational leader with a strong record of success in the field
Overview
2025
2025
years of professional experience
8
8
years of post-secondary education
6
6
Certifications
1
1
Language
Work History
Contact Center Account Manager
Sutherland Global
10.2023 - 09.2024
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
Deputy Head of CX Operations
Tabby
4 2023 - 8 2023
- Develop and execute a comprehensive CX operations strategy aligned with the business goals
- Track key performance indicators (KPIs) to measure customer satisfaction and operational effectiveness
- Lead and mentor a high-performing team of CX Managers
- Optimize processes and workflows to improve customer experiences and boost productivity
- Foster cross-functional collaboration with other departments to integrate CX initiatives
- Gather and analyze customer feedback to drive informed decision-making and enhance services
- Stay updated on industry trends and emerging technologies to anticipate future needs
Contact Center Operation Manager (Altice USA)
INTELCIA
01.2023 - 04.2023
- Overseeing daily Operations performance and ensuring achievement of all set Partners' and Internal qualitative & quantitative KPIs
- Ensuring workflow compliance to global process standards and managing passing the yearly audit above benchmark
- Managing partners' relationship and maintaining a long term positive growing business bond
- Maintaining partners' yearly satisfaction above 9 score on a scale of 1-10
- Forming a qualified healthy loyal, committed, well-trained and developed people & target oriented managing team
- Maintaining human resources satisfaction high with lowest attrition within settled organization's policies & rules that are compliant with labor law
- Reviewing HR internal policies and implement needed ones to maintain a controlled, rewarding and positive working environment
- Managing and planning Department's & Branch's yearly budget and maintaining a positive on target P&L
- Participating in editing existing contracts to match business capabilities, needs and updates
- Participating in Business Development activities, presenting to prospects and show case of existing success to attract new business with proven success
- Overseeing intra departmental processes to smoothen the workflow
Contact Center Operation Manager (Optimum - Billing)
UX Centers
03.2022 - 12.2022
- Manages day-to-day activities of operational unit(s) to ensure productivity and efficiency
- Manages the daily/weekly/monthly Profit & Loss of their respective units
- Oversees the daily operations of the Contact Center and its various components
- Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day (Daily Supervisors Meeting and In Shift Meeting)
- Participates in implementation and development of unit policies and procedures
- Works together with support functions' Point of Contacts to identify issues and generate action plans to ensure the success of their client and organization goals
- Develops their supervisors through continuous development, educational and learning plans
- Oversees the implementation of Operational Processes and Standards
- Ensures all policies and procedures are adhered to including but not limited to, Security, HR, and Operations
- Any known infractions of these corporate policies and procedures are communicated to the Management immediately through interaction with other Departments (WFM, QA, Payroll/HR, etc)
Corporate Executive Customer Relations Operations Manager (Altice USA)
UX Centers
11.2021 - 02.2022
- Leads a team of Assistant executives Managers and Relevant Support Functions (WR, Training, Quality) to drive performance of their respective units to ensure success of strategic, financial, and operational goals of client and organization
- Using different possible resources efficiently, and applying Operational Processes, Standards and other tools provided by client, and 3rd party organizations (i.e
- Six Sigma)
- Strategic planning and execution to enhance profitability, productivity, and efficiency throughout operations
- Develops annual operating budgets and provides fiscal direction for all units
- Manages operations of the contact center and its various components
- Ensures Scope of Work compliance and metrics goals of client and organization
- Including, but not limited to Financials KPIs, Client KPIs, SAT, ESAT and KSAT
- Prepares and reviews financial and operational analyses and reports on a timely manner and at request
- Manages and develops a team of Assistant Contact center Managers in line with organizational management processes with the focus on developing a highly motivated Contact Center
- Oversees processes to ensure teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day
- Continuously investigates and introduces process improvement measures by either signing off actions or raising to a higher level if need be
- Leads implementation and development of policies and procedures consistent with those of the organization
- Leads Client relations through proactive, and objective communications
- Leads all operational and support function teams to ensure success of operations, including but not limited to: Calibers hiring and training, Subordinates Performance Management, Client Knowledge Updates, Real Time Management
- Leads the improvement, optimization and stabilization of business processes and designs using Six Sigma standards, and when applicable, Projects
Call Center Operation Manager (Suddenlink USA Telecom Provider Billing Queue)
UX Centers
09.2019 - 10.2021
- Establishes user requirements, technical specifications, production, productivity, quality, and customer-service standards; performs needs assessments, performance reviews, capacity planning, and cost/benefit analyses to determine call center operational strategies
- Contributes information and analysis to organizational strategic plans and reviews
- Manages system and process improvement and quality assurance programs; installs updates; monitors system performance; finds and fixes problems; creates and follows through with action plans; completes system audits and analyses
- Achieves financial goals for the call center by assessing requirements, developing planning out expenses, evaluating deviations, and taking remedial action
- Compiles, evaluates and summaries statistics and patterns to create performance reports for call centers
- Installs and examines equipment, creates preventative maintenance plans, and makes service calls to maintain excellent customer experience
Contact Center Supervisor (Premium Billing Queue)
Teleperformance
09.2016 - 09.2019
- Follows Operational Processes and Standards to lead a team; ensuring that at least 80% of the time and efforts are dedicated to monitoring and coaching agents
- Supports, motivates, evaluates, develops, and coaches the team to continually meet and exceed their individual/team targets
- Updates the team in a timely manner to progress of their performance
- Maximizes productivity of the team to ensure desired performance and financial goals
- Handles team escalations and ensures they are addressed and resolved when applicable
- Follows Global Essential Compliance and Security Policies to ensure that the belongings and information of employees, organization, and client are kept secure
- Ensures all policies and procedures are adhered to including but not limited to, Security, HR, and Operations
- Any known infractions of these corporate policies and procedures are communicated to the Management immediately through interaction with other Departments (WFM, QA, Payroll/HR, etc)
Customer Service Representative (Du - Billing Queue)
Teleperformance
07.2015 - 09.2016
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication 'scripts' when handling different topics
- Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
Education
Executive Operations
Nile University
Cairo10-2023
Bachelor -
Cairo University
01.2009 - 10.2013
The Future of Payment Technology - the future of payment technology, from mobile payments to tokenization.
University of Michigan
09.2023 - 07.2023
Six Sigma Black belt - undefined
05.2023 - 07.2023
.NET Developer - undefined
Microsoft
10.2021 - 08.2022
Coaching habit - undefined
Du University
10.2019 - 04.2020
HTML 5 and JavaScript - undefined
Microsoft - Compuetech
04.2017 - 07.2018
Windows Azure - undefined
Microsoft
04.2018 - 07.2018
Autodesk Maya advanced - undefined
Russien Center
03.2013 - 11.2013
Skills
Microsoft Power Bi
Microsoft Excel
Microsoft PowerPoint
Six Sigma Black Belt
NET Developer
HTML 5 and JavaScript
Windows Azure
Autodesk Maya advanced
Strategic leadership
Innovation management
Crisis Management
Professional Development Planning
Certification
Six Sigma Black Belt, 05/01/23
Personal Information
- Place of Birth: Giza
- Date of Birth: 11/29/92
- Gender: Male
- Nationality: Egyptian
- Driving License: Yes
- Marital Status: Single
Timeline
Contact Center Account Manager
Sutherland Global
10.2023 - 09.2024
The Future of Payment Technology - the future of payment technology, from mobile payments to tokenization.
University of Michigan
09.2023 - 07.2023
Six Sigma Black belt - undefined
05.2023 - 07.2023
Contact Center Operation Manager (Altice USA)
INTELCIA
01.2023 - 04.2023
Contact Center Operation Manager (Optimum - Billing)
UX Centers
03.2022 - 12.2022
Corporate Executive Customer Relations Operations Manager (Altice USA)
UX Centers
11.2021 - 02.2022
.NET Developer - undefined
Microsoft
10.2021 - 08.2022
Coaching habit - undefined
Du University
10.2019 - 04.2020
Call Center Operation Manager (Suddenlink USA Telecom Provider Billing Queue)
UX Centers
09.2019 - 10.2021
Windows Azure - undefined
Microsoft
04.2018 - 07.2018
HTML 5 and JavaScript - undefined
Microsoft - Compuetech
04.2017 - 07.2018
Contact Center Supervisor (Premium Billing Queue)
Teleperformance
09.2016 - 09.2019
Customer Service Representative (Du - Billing Queue)
Teleperformance
07.2015 - 09.2016
Autodesk Maya advanced - undefined
Russien Center
03.2013 - 11.2013
Bachelor -
Cairo University
01.2009 - 10.2013
Deputy Head of CX Operations
Tabby
4 2023 - 8 2023
Executive Operations
Nile University
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