Mahmoud Alaa

I am a results-driven Operations Manager with over 8 years of experience in the BPO and customer service sectors. My career has been marked by a commitment to operational excellence and a passion for leading cross-functional teams across Telecom, Travel, and Entertainment industries. I have a proven track record of improving quality systems and driving significant operational improvements, including boosting Trustpilot ratings and reducing costs through innovative automation and process redesign.

In my current role as Lead Support Manager at Ticombo, I report directly to the COO and lead a team of over 50 specialists across various departments. I successfully implemented a tiered coaching framework that improved manager effectiveness scores by 35% within just two quarters. Additionally, I spearheaded a company-wide customer experience program that elevated our Trustpilot score from 4.5 to 4.7, showcasing my ability to enhance service recovery protocols and optimize customer feedback processes.

My leadership style is characterized by a focus on data-driven decision-making and continuous improvement. I have led multilingual support teams, conducted extensive process gap analyses, and redesigned workflows to enhance efficiency and customer satisfaction. I am passionate about fostering a culture of excellence and am always looking for ways to leverage technology to improve service delivery and operational performance.