Islam Hemida
@islamhemida
Operations Manager at Concentrix who built executive reporting and helped a new account reach #1 NPS across the vendor network.
EgyptWhat I'm looking for
At Concentrix, I built the executive reporting infrastructure for a Fortune 100 consumer electronics account, turning operational data into WBR and QBR decks, EBR dashboards, and NPS trend models. I currently lead 11 team leaders and a 160+ FTE operation.
I launched a new line of business that reached its NPS target seven weeks ahead of a six-month glide path and now ranks #1 across the brand’s vendor network. I also recovered service level from 78% to above 90% and reduced attrition from 9% to below 5% through corrective action, coaching, and process improvement.
Earlier at Concentrix, I was an Operations Team Leader for a travel services account, where I helped the team exceed targets for eight consecutive months and reduced average handle time. I’m ready to step into a Business Operations Manager mandate.
Experience
Work history, roles, and key accomplishments
Leads 11 team leaders and 160+ FTE across 5 lines of business for a Fortune 100 consumer electronics brand. Built executive reporting infrastructure, launched new accounts, and drove continuous improvement, achieving #1 NPS ranking and cutting attrition by 44%.
Led a 20-agent team on a travel services account, exceeding business targets for eight consecutive months. Reduced average handle time by 21% and lifted team NPS from 35% to above 40%.
Resolved customer travel bookings across search, pricing, ticketing, and reissue in a GDS environment.
Customer Service Representative
Gearbest
Jan 2020 - Jan 2021 (1 year)
Resolved multichannel shipping and delivery issues across email, phone, and chat.
First Lieutenant
Egyptian Air Defence
Jan 2017 - Jan 2020 (3 years)
Led 10+ personnel through training exercises and operational deployments, maintaining full operational readiness. Earned formal command recognition for leadership and mentorship.
Telemarketing Medical Representative
Centro Global Solutions
Jan 2016 - Jan 2017 (1 year)
Telephone sales role advising US healthcare customers on products and technical support, working against sales targets while maintaining CRM accuracy.
Financial Advisor
FAS International
Jan 2014 - Jan 2016 (2 years)
Sales role building customer financial plans and negotiating reduced credit card interest rates through credit eligibility analysis.
Education
Degrees, certifications, and relevant coursework
Concentrix
Concentrix Operations Manager Academy, Operations Management
2024 - 2024
Completed the Concentrix Operations Manager Academy in 2024, covering financial management, performance management, stakeholder management, people management, and client communication.
Information Technology Institute (ITI)
Penetration Testing Diploma, Penetration Testing
2020 - 2021
Completed a Penetration Testing Diploma from the Information Technology Institute (ITI) from 2020 to 2021.
Beni Suef University
Bachelor of Computer Science, Computer Science
2012 - 2016
Bachelor of Computer Science degree from Beni Suef University from 2012 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Job categories
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