Mohamed Abd El-Atty

Dynamic and results-driven Operations Manager with [+5] years of experience leading and optimizing operational performance for the AT&T account. Specialized in managing day-to-day operations, enhancing service delivery, and ensuring client satisfaction through strategic planning, process optimization, and team leadership. Proven expertise in overseeing complex telecom operations, managing cross-functional teams, and driving initiatives that align with business goals and service level agreements (SLAs).

Skilled in performance monitoring, resource management, and continuous improvement, with a strong ability to identify operational bottlenecks and implement solutions that enhance productivity, reduce costs, and improve overall efficiency. Adept at fostering strong relationships with clients, stakeholders, and internal teams to ensure the smooth execution of operational processes and the achievement of key performance indicators (KPIs).

Key competencies include:

• Account & Operational Management: Overseeing the daily operations for the AT&T account, ensuring smooth execution of services, maintaining high client satisfaction, and optimizing resource utilization.
• Process Optimization & Efficiency: Identifying inefficiencies in operational workflows and implementing improvements that streamline processes, reduce costs, and enhance service delivery.
• Team Leadership & Development: Leading and mentoring cross-functional teams, providing training and performance management to ensure high productivity and alignment with business objectives.
• Service Level Management: Ensuring compliance with AT&T’s service level agreements (SLAs), monitoring real-time performance, and making necessary adjustments to meet or exceed client expectations.
• Data Analysis & Reporting: Utilizing data analytics and performance metrics to track operational outcomes, prepare reports, and provide actionable insights to senior leadership for continuous improvement.
• Vendor & Stakeholder Management: Managing relationships with internal and external stakeholders, including vendors, to ensure seamless service delivery and alignment with operational goals.
• Customer Experience & Satisfaction: Focusing on improving the customer experience by identifying areas for improvement, resolving issues, and ensuring high levels of service quality.
• Budget & Resource Management: Overseeing budget allocation for the account, ensuring efficient use of resources, and managing operational costs while meeting client objectives.
• Cross-Functional Collaboration: Collaborating with sales, customer support, finance, quality, admin team and technical teams to align on operational priorities, implement strategic initiatives, and address challenges.
• Risk Management & Compliance: Identifying potential risks, ensuring compliance with industry regulations and client contracts, and implementing mitigation strategies to safeguard operational integrity.
• Conducted regular WBR/MBR: Identifying areas for improvement and developing action plans to address them.
• Successfully managed diverse responsibilities across multiple departments within the AT&T account, operating from both Alexandria and Cairo sites, consistently exceeding performance targets in all assigned tasks.

Results-oriented Associate Manager with a proven track record of success in leading and motivating teams to achieve exceptional results within the AT&T account. Expertise in [Team management, Operational efficiency, Client satisfaction].

Proven ability to:

• Account Management & Client Relationship Building: Managing and nurturing the AT&T account, ensuring consistent communication with clients, and maintaining strong relationships to enhance customer satisfaction and retention.
• Team Leadership & Development: Leading and motivating a team of associates, providing training, coaching, and ongoing performance management to maximize productivity and align with company objectives.
• Operational Efficiency & Process Improvement: Identifying areas for operational improvement, implementing best practices, and optimizing workflows to ensure the efficient delivery of services and the achievement of key performance indicators (KPIs).
• Customer Issue Resolution: Managing complex customer issues and escalations, ensuring that concerns are resolved promptly and effectively to maintain high levels of client satisfaction.
• Cross-functional Collaboration: Working closely with internal departments, including sales, quality, WFM, and operations, to ensure seamless service delivery and resolve any account-related challenges.
• Data Analysis & Reporting: Analyzing key performance data, preparing detailed reports, and providing actionable insights to management to support continuous improvement and strategic decision-making.
• Project Management: Leading and coordinating client-facing projects, ensuring timelines and deliverables are met while aligning with AT&T’s business objectives.
• Performance Manager – AT&T Account (May '23 till November '23):

* Conduct performance reviews, identify development areas, and create effective development plans (Across Cairo & Alex sites).

* Coach and mentor new leads to improve their skills and performance.

* Analyze performance data, identify trends, and develop action plans to address performance gaps (Across Cairo & Alex sites).

* Implement and monitor performance improvement initiatives (Across Cairo & Alex sites)..

* Foster a positive and high-performing team culture.

* Possess strong analytical, communication, and interpersonal skills."

Dedicated and results-driven Lead Associate supporting AT&T account, specializing in operational leadership, customer service excellence, and team management. Adept at overseeing day-to-day account operations, providing high-level support to both clients and internal teams, and ensuring seamless service delivery. Experienced in driving performance improvements, handling complex customer issues, and ensuring that operational goals align with client expectations.

Proven expertise in managing workflows, leading teams, and ensuring compliance with Handle vs Lock agreements (HvL). Known for effective communication, and analytical skills to foster team collaboration, optimize processes, and enhance customer satisfaction. Passionate about developing talent and driving continuous improvement in performance to meet both short-term and long-term business and consultant goals.

Key competencies include:

• Account Management & Client Support: Managing key aspects of the AT&T account, ensuring that client needs are met, expectations are exceeded, and service levels are maintained.
• Team Leadership & Staff Development: Leading, coaching, and mentoring a team of associates, fostering a high-performance culture, and improving individual and team productivity.
• Performance Monitoring & Optimization: Tracking team performance metrics, identifying areas for improvement, and implementing strategies to boost efficiency, productivity, and customer satisfaction.
• Customer Issue Resolution: Handling complex customer inquiries and issues, ensuring prompt resolution while maintaining high levels of customer satisfaction.
• Cross-functional Collaboration: Working closely with various internal teams—such as sales, quality, and operations—to ensure a unified approach to service delivery and issue resolution.
• Process Improvement & Operational Efficiency: Identifying operational inefficiencies and implementing process improvements to enhance service delivery and streamline workflows.
• Training & Onboarding: Developing and delivering training programs for new hires and ongoing development for existing team members, ensuring they are equipped to meet client expectations and company standards.
• Quality Assurance & Compliance: Ensuring all team activities adhere to AT&T’s quality standards and regulatory requirements.
• Reporting & Data Analysis: Analyzing key performance indicators (KPIs), preparing reports, and presenting actionable insights to management to support strategic decision-making.
• Problem-Solving & Escalation: Proactively identifying potential issues, managing escalations, and ensuring effective solutions to maintain client satisfaction and minimize disruptions.

With a strong track record of driving operational success, improving team performance, and delivering high-quality service, I am committed to supporting the growth of the AT&T account while ensuring that both client and team objectives are consistently achieved. Ready to bring my expertise in leadership, process optimization, and customer service to a forward-thinking organization.

Highly motivated Workforce Real-Time Analyst with a proven track record of optimizing workforce schedules and improving operational efficiency within the AT&T account. Expertise in real-time monitoring, intraday management, and adherence to Handled vs Lock (HvL).

• Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
• Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
• Managed real-time inbound call traffic across multiple contact center locations.
• Managed overtime, shift swaps, breaks and PTO requests.
• Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.

Detail-oriented and results-driven Associate Consultant with a strong background in managing and supporting client accounts, specifically for the AT&T account, delivering strategic consulting, operational improvements, and high-quality customer service

• Client Relationship Management: Building and maintaining strong relationships with key stakeholders at AT&T, ensuring alignment between client needs and company objectives.
• Consultative Sales & Solution Design: Providing expert guidance and customized solutions, leveraging a consultative approach to deliver value to the AT&T account.
• Project Management & Execution: Managing and supporting key projects, ensuring on-time delivery and alignment with client goals.
• Telecom Product & Service Knowledge: In-depth understanding of AT&T’s product offerings, service solutions, and pricing models, enabling effective solution recommendation and problem resolution.

Experienced TRA Analyst with a proven track record of success in analyzing and resolving complex billing issues.

Oversees operations at multiple sites, including du head office, SGS site, and TPE site.

Proven ability to:

• Analyze customer billing data to identify and resolve discrepancies.
• Investigate and troubleshoot billing errors and anomalies.
• Provide accurate and timely support to customers regarding billing inquiries.
• Adhere to strict service level agreements and regulatory compliance requirements.
• Utilize billing systems and databases to effectively research and resolve issues.
• Possess strong analytical, problem-solving, and communication skills.

Results-oriented Associate Consultant with a strong focus on customer satisfaction. Proven ability to:

• Handle inbound customer inquiries via phone
• Resolve customer issues effectively and efficiently.
• Adhere to strict service level agreements and quality standards.
• Accurately document customer interactions and transactions.
• Proactively identify and escalate potential issues.
• Work effectively as part of a team to achieve common goals.
• Possess strong communication, interpersonal, and problem-solving skills.
• Certified VTF (Virtual Trainer Function) from Sutherland.