Mohamed Douhan

Key Achievements:
Operations Training:
• Enhanced performance metrics by revamping training programs with a focus on operational efficiency, significantly improving performance by an average of 18% in quality metrics.
• Improved new hire engagement and productivity through immersive learning techniques, leading to a 17% decrease in attrition rates.
Quality Assurance:
• Led an Important role in implementing COPC certification requirements, elevating service standards and operational efficiency.
• Conducted root cause analyses to identify and rectify service quality issues, improving key metrics by 49% in one of major projects, as well as using root cause analysis to capture and analyzing customer feedback, resulting in a 9% increase in CSAT scores.
Learning & Development:
• Launched career progression programs, achieving a 27% increase in internal promotions through tailored training for leadership roles.
• Established a continuous learning culture & E-learning modules which enhanced employee skills and productivity by 36% across organization.
Workforce Management:
• Implemented innovative scheduling and real-time management techniques & tools, optimizing workforce allocation and significantly increasing schedule effectiveness. This led to maximizing revenue generated and cost reduction by enhancing operational agility and reducing idle time.
• MIS & Invoicing:
• Mainstreamed financial processes through enhancing accuracy and revised implementations.
• Utilized Power-BI dashboards for data analytics, improving strategic decision-making.
Collaboration with Tech Partner:
• Partnered with leading tech company to develop and integrate AI options, enhancing departmental performance across training, customer service, and operations management, driving efficiency and innovation (Knowledge Base AI tool created).
Commercial Collaboration:
• Worked closely with the commercial department to strategize and execute initiatives, successfully attracting potential clients through targeted presentations & commercial meetings. This collaboration has been pivotal in expanding client base and strengthening market position.

• Streamlined operational efficiencies, delivering strategic recommendations that enhanced company processes, leading to 14% reduction in operational costs.
• Led major development projects, utilizing sector-specific tools to achieve 17% revenue increase and 32% boost in organizational productivity within one year.
• Innovated process redesigns, significantly increasing client acquisition by 30% and improving KPIs performance by average of 39%, thereby enhancing engagement and business growth.
• Conducted comprehensive SWOT analyses to inform and implement robust business strategies, supporting achievement of targeted quotas and reinforcing company objectives.
• Achieved unprecedented profit growth by revolutionizing production process and aligning revenue strategies with fluctuating industry demands.
• Handled execution of company's marketing strategies, ensuring objectives were met within budget constraints and taking decisive corrective actions to address deviations.
• Expanded client base and fortified client relationships through product-centric events and compelling presentations.
• Worked closely with multi-skilled teams (Recruitment, Training, Quality, Workforce, IT & Operations) on projects enhancing overall process & procedures, impacting company's revenue and key performance indicators.
• Recommended innovative business and technical solutions to improve company's effectiveness, following up on implementation and success.
• Fostered culture of high staff morale and retention through open communication, swift resolution of issues, team empowerment, and promoting proactive work environment.
• Played important role on board for COPC certification implementation, elevating service standards and operational efficiency, demonstrating commitment to exceptional customer service and operational excellence.

• Played important role in strategizing and executing initiatives, successfully attracting potential clients through targeted presentations. This collaboration has been pivotal in expanding client base and strengthening market position.

• Leading contact center projects with omnichannel customer & vendor experience management.

• Managing contact center operations of different diversities of industries (E-commerce, Telco) & locations (US - Canada - Gulf Countries - Egypt)

• Managing 2 operations cc managers, with a team of +700 employees + support staff.

• Lead and develop customer centricity for client and clearly established milestones for achievement of this strategic objective.

• Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

• Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement.

• Meets financial objectives by estimating requirements; preparing annual budget; scheduling expenditures; analyzing variances; initiating corrective actions - Huge increase in project's gross margin from 2% to 45% within 6 month period.

Successfully led a project through massive hiring from 250 to 1019 representatives + support staff within 3 month period while achieving high performance across all KPIs.