COPC Certified since 2011
Mohamed Ahmed Hussein
Cairo
Summary
Customer-oriented General Manager with 22 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen. Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
General Manager
TATWEER BPO
Giza
03.2023 - Current
- Managed budget implementations, employee evaluations, and contract details.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Analyzed market trends and competitor activities to create competitive advantages.
- Developed and implemented strategies to increase sales and profitability.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Director of Operations
Tawasol
Cairo
11.2020 - 04.2022
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Developed systems and procedures to improve operational quality and team efficiency.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
Quality Assurance and Training Manager
Etisal International .co
Cairo
12.2013 - 11.2020
- Managing Quality and training Manager managing projects of
- Etisalat Misr Inbound queues
- Etisalat Misr outbound telesales
- Mobily KSA Inbound Queues
- Mobily KSA outbound telesales project
- Fawry Retail
- Fawry Consumers
- Toshiba El Araby
- Universal home appliances and electronics
- BEKO home appliances and appliances
- Fast food
- Burger King
- El Tazj
- Moamen
- Small and medium accounts
Quality Manager
Etisalat Misr
Cairo
08.2008 - 12.2013
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Defined clear targets and objectives and communicated to other team members.
- Managed senior-level personnel working in marketing and sales capacities.
- Launched quality assurance practices for each phase of development
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Quality Assurance Supervisor
Vodafone Egypt
Cairo
09.2007 - 08.2009
- Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.
- Monitored testing processes, test development and user acceptance testing.
- Evaluated interactions between associates and customers to assess personnel performance.
- Prepared and interpreted Type reports, complete with comprehensive analysis of testing and results, for development team.
- Provided development team with insights and recommendations on Product usability and functionality by reviewing and analyzing internal data.
- Collaborated with development team and reviewed technical specifications to create testing programs.
- Used software to maintain database of test reports and calibration records.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
Quality Assurance Supervisor
Raya Contact Center, RCC
Cairo
05.2004 - 09.2007
- Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.
- Monitored testing processes, test development and user acceptance testing.
- Evaluated interactions between associates and customers to assess personnel performance.
- Prepared and interpreted Type reports, complete with comprehensive analysis of testing and results, for development team.
- Provided development team with insights and recommendations on Product usability and functionality by reviewing and analyzing internal data.
- Collaborated with development team and reviewed technical specifications to create testing programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Quality Assurance and Quality Control Executive
Raya Contact Center
Cairo
02.2001 - 09.2007
- Recorded, analyzed, and distributed statistical information.
- Implemented new quality assurance and customer service standards.
- Assured consistent quality of production by implementing and enforcing automated practice systems.
- Inspected products and worker progress throughout production.
- Monitored staff organization and suggested improvements to daily functionality.
Education
Bachelor Of Social Work - Social Work
High Institutions of Social Work
Cairo, Egypt 09.1998 - 05.2001
Skills
Client account management
undefinedSoftware
Software developer
Certification
Certified COPC , Raya Contact Center
Timeline
General Manager
TATWEER BPO
03.2023 - Current
Director of Operations
Tawasol
11.2020 - 04.2022
Quality Assurance and Training Manager
Etisal International .co
12.2013 - 11.2020
Quality Manager
Etisalat Misr
08.2008 - 12.2013
Quality Assurance Supervisor
Vodafone Egypt
09.2007 - 08.2009
Quality Assurance Supervisor
Raya Contact Center, RCC
05.2004 - 09.2007
Quality Assurance and Quality Control Executive
Raya Contact Center
02.2001 - 09.2007
Bachelor Of Social Work - Social Work
High Institutions of Social Work
09.1998 - 05.2001
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