Mohamed Zaki
Operations and Projects Lead
Cairo
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Collaborative leader partners 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.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Outsourcing Manager
Talabat
01.2021 - Current
- Managing a team of 6 members which they are assigned to lead all BPO partners for talabat
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Managing and controlling end to end BPO life cycle, starting with BPO assessment for partnership, pricing, hiring, training, operations, invoicing and legal contracts.
- lead the BPOs to achieve talabat's strategic OKR (experience)
- talabat ranked number 1 accors all DH entities as the highest customer satisfaction score
Vendor Manager
Talabat
10.2019 - 01.2021
- Managed and lead 3 Business Process Outsourcing companies "BPOs".
- Lead them to achieve 100% of Talabat' s KPIs.
- Enhanced the Quality Assurance Scorecard
- Built a C-Sat Scorecard.
Customer Care Sr. Supervisor
Talabat
07.2016 - 10.2019
- Managed all operations LOB to enhance the performance. "Chat, Inbound Call Center and Back Office"
- Contributed to the SSC growth from 40 agents to 2500+ in the period from 2016 till 2021
- Building and implementing an internal Code of Conduct for Talabat entirely. "aligned with labor law"
- Coached and actively worked on the career development and promotions of my team members resulting in 21 agents promotion to TL, 5 TLs to Supervisors, 3 Supervisors to Vendor Managers
Sr. Team Lead
Sutherland
10.2014 - 07.2016
Performance Team Manager
Vodafone VIS
06.2011 - 10.2014
Education
Bachelor Degree - Information Systems
Al Jazeera Academy
09.2001 - 05.2005
Skills
Team leadership
Operations management
Strategic planning
Decision-making
Performance management
Staff development
Project management
Customer relationship management (CRM)
Certification
Six Sigma, Green Belt, AUC 'School of Business', 2020
Timeline
Outsourcing Manager
Talabat
01.2021 - Current
Vendor Manager
Talabat
10.2019 - 01.2021
Customer Care Sr. Supervisor
Talabat
07.2016 - 10.2019
Sr. Team Lead
Sutherland
10.2014 - 07.2016
Performance Team Manager
Vodafone VIS
06.2011 - 10.2014
Bachelor Degree - Information Systems
Al Jazeera Academy
09.2001 - 05.2005
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