Microsoft Office
Mahmoud Hassan
Operations Manager
Cairo
Summary
Forward-thinking team manager skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
12
12
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Director of Operations
Joyy Inc.
1 2020 - Current
- Managed and grew online communities, leading to a 50% rise in client exposure and improved branding, contributing to a significant boost in client acquisition and retention
- Onboarded and supervised X broadcasters and influencers, resulting in a 30% increase in content production and audience engagement, driving overall brand visibility and revenue growth
- Ensured on-time project completion by setting clear team goals, delegating tasks, and setting deadlines, resulting in improved client satisfaction and increased project success rate
- Implementing performance metrics that led to an improvement in team efficiency, driving cost savings and improved customer satisfaction
- Discovered training needs and implemented coaching, leading to an improvement in customer satisfaction and retention rates.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Defined, implemented, and revised operational policies and guidelines.
Sales | Operations Director
USFAAF – Financial advisory and audit firm
01.2019 - 01.2020
- Manage day to day operations and sales
- Supervise leads generation process and ensure sales conversion
- Ensure RM’s KPI’s are met (daily/weekly/monthly)
- Audit Tax and finance reports validity
- Monitor Qualified leads handling process and ensure standards are met
- Perform daily analysis over marketing and sales activities.
Senior Operations Team Leader
Raya Contact center
06.2014 - 01.2019
- Supervises/manages the daily activities and performance of the Account Advisors
- Generates and sends agreed reports to clients regularly as per client requirements
- Monitors transactions to ensure that QA standards are met
- Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)
- Logs and acts on client’s requests.
Executive Trainer
Raya Contact center
12.2013 - 06.2014
- Responsible for delivering Account’s PK to Trainees
- Walking trainees to certification process and handover to operations
- Maintaining E2E Ratio and Meeting Pass rate Target.
Account Advisor – Etisalat UAE
Raya Contact Center
01.2013 - 12.2013
- Handles customer inquiries from beginning of the inquiry to its closing
- Resolves customer complaints & problems aiming for customer satisfaction
- Optimizes customer contact opportunities.
Account Advisor – Vodafone UK
01.2012 - 11.2012
- Handling Customer Disputes and queries in terms of billing questions and clarification requests
- Ensure company’s NPS is being met
- Improve FCR by enhancing customer experience during handled transactions.
Education
Bachelor of Arts - English Literature, Egypt
Higher Institute For Languages And Translation
04.2001 -
Skills
Team oriented and results driven
People management
Reporting and analysis
Agile Methodology
Lean Management
Salesforce CRM
Quality Control
Leadership
Strategic planning and execution
Process Improvements
Operations Oversight
Certificates And Trainings
- Lean Six Sigma – Yellow Belt, Go Lean Six Sigma – 2016
- Star Program – Contact Center Management – On Trac – 2015
- Management and the art of people engagement – Lead Program – Logic training and HR solutions
- Fundamentals of Digital marketing – Google Digital Learning
Military Status
Finished
Personal Information
- Date of Birth: 03/05/89
- Nationality: Egyptian
- Marital Status: Married
Awards
- Contact Centers | Towards quality certificate Program
- GUBA Survey Winner | Best team leader
- Recognized performance in COPC certification
- Employe of the Year | 2022 | Joyy Inc.
Accomplishments
Contact Centers | Towards quality certificate Program.
GUBA Survey Winner | Best team leader
Recognized performance in COPC certification
Employee of the Year | 2022 | Joyy Inc.
Software
Microsoft Power BI
Certification
Lean Six Sigma – Yellow Belt, Go Lean Six Sigma
Timeline
Sales | Operations Director
USFAAF – Financial advisory and audit firm
01.2019 - 01.2020
Senior Operations Team Leader
Raya Contact center
06.2014 - 01.2019
Executive Trainer
Raya Contact center
12.2013 - 06.2014
Account Advisor – Etisalat UAE
Raya Contact Center
01.2013 - 12.2013
Account Advisor – Vodafone UK
01.2012 - 11.2012
Bachelor of Arts - English Literature, Egypt
Higher Institute For Languages And Translation
04.2001 -
Director of Operations
Joyy Inc.
1 2020 - Current
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