Islam Abdel-Aziz
@islamabdel-aziz
I lead contact center operations, improving KPIs, customer satisfaction, and profitability through Lean Six Sigma and COPC.
EgyptWhat I'm looking for
At Teleperformance, I direct daily operations across multiple projects, aligning delivery with client requirements, service levels, and organizational goals.
I've led supervisors and frontline teams, managed client updates, P&L reporting, forecasting, budgeting, and revenue planning. By streamlining reporting systems and dashboards, applying Lean Six Sigma and COPC frameworks, and strengthening quality assurance, I've improved operational KPIs, customer satisfaction, and project profitability.
My background also includes escalation management, compliance audits, root-cause analysis, airline booking support through Saber and Amadeus, and coaching teams to improve sales and service performance.
Experience
Work history, roles, and key accomplishments
Direct daily operations of multiple projects, ensuring alignment with client requirements and organizational goals. Lead and develop a team of supervisors, providing coaching, KPI training, and resource planning.
Managed a team of 22 officers, reducing payouts and ensuring compliance. Conducted audits, root cause analysis, and implemented corrective action plans.
Supervised a team of 20 agents, improving sales and service KPIs. Coached team members on performance targets and best practices.
Managed airline bookings via GDS (Saber & Amadeus). Resolved escalations, negotiated with vendors, and minimized payouts.
Assisted customers with bookings, changes, and refunds for airline tickets. Handled hotel, car rental, and activity reservations.
Education
Degrees, certifications, and relevant coursework
Al-Azhar University
Bachelor's Degree, Business Administration and Management
Bachelor's Degree in Business Administration and Management from Al-Azhar University, Cairo, Egypt, completed in 2018.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Job categories
Skills
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