Marwan Mohamed
Operations Service Delivery Manager - Interim
Cairo
Summary
Accomplished Service Delivery Manager - Interim with a proven track record at Teleperformance, enhancing service quality and client satisfaction through effective incident management and strong client relationships. Spearheaded the launch of 12 new LOBs, significantly expanding operations. Expert in project management and team collaboration, I excel in driving performance improvements and fostering professional growth within teams.
Overview
6
6
years of professional experience
Work History
Service Delivery Manager - Interim
Teleperformance
2023.07 - Current
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Enhanced service delivery by developing and implementing efficient processes.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Oversee the daily operations and ensure seamless delivery of services across all departments related to 15 LOBs
- Launched 12 New LOBs with expansion of 400+ CSRs serving different markets like (Poland, France, Belgium, Switzerland and Portugal).
Operations Supervisor
Majorel
2022.03 - 2023.07
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Managed internal operational standards and productivity targets.
- Motivated and trained employees to maximize team productivity.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Manage 100+ Team Members
Operations Team Leader
Majorel
2020.08 - 2022.03
- Supervised and managed a team of 25 customer service representatives, ensuring efficient handling of customer inquiries and fostering a positive work environment.
- Implemented quality assurance measures that led to improved product consistency.
- Tracked key performance indicators (KPIs) such as Average of Handling Time, resolution times, and customer satisfaction scores, conducting regular performance reviews.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Streamlined workflows for increased efficiency by identifying redundancies and implementing lean principles where appropriate.
CSR
Majorel
2020.02 - 2020.08
- Demonstrated empathy and proactivity, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
SME
Xceed
2019.02 - 2020.02
- Organized and participated in extracurricular activities that fostered a sense of community and enriched the educational experience for Trainees outside the training room setting.
- Collaborated with other trainers to develop cross-curricular connections, enriching trainee understanding of complex topics.
CSR
Xceed
2018.05 - 2019.01
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
Education
Six Sigma Advanced Define And Measure Phases -
Kennesaw State University
Georgia 2001.04 -
No Degree - Six Sigma Advanced Define And Measure Phases
Kennesaw State University - Coursera
Georgia 2001.04 -
No Degree - Lean Six Sigma Yellow Built
Almentor.net
2001.04 -
License - Education
Ain Shams University
Egypt 2001.04 -
Skills
Client Relationship Management
Performance Improvement
Customer Satisfaction
Project Planning
Resource Allocation
Training and coaching
Client Relationships
Data Analytics
Problem-Solving
Time management abilities
Decision-Making
Excellent Communication
Timeline
Service Delivery Manager - Interim
Teleperformance
2023.07 - Current
Operations Supervisor
Majorel
2022.03 - 2023.07
Operations Team Leader
Majorel
2020.08 - 2022.03
CSR
Majorel
2020.02 - 2020.08
SME
Xceed
2019.02 - 2020.02
CSR
Xceed
2018.05 - 2019.01
Six Sigma Advanced Define And Measure Phases -
Kennesaw State University
2001.04 -
No Degree - Six Sigma Advanced Define And Measure Phases
Kennesaw State University - Coursera
2001.04 -
No Degree - Lean Six Sigma Yellow Built
Almentor.net
2001.04 -
License - Education
Ain Shams University
2001.04 -