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@mahmoudalaa
Visionary Operations Manager with 8+ years of leadership experience.
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.
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Work history, roles, and key accomplishments
Ticombo
Nov 2024 - Present (1 year)
Reported directly to COO, leading 3 Senior Managers and 50+ specialists across Technical, VIP, and Onboarding teams. Implemented a tiered coaching framework, improving manager effectiveness scores by 35% within two quarters. Led a company-wide CX program, elevating the Trustpilot score from 4.5 to 4.7 through improved service recovery protocols and survey optimization.
Ticombo
Aug 2023 - Nov 2024 (1 year 3 months)
Led a 20-member multilingual support team, handling over 8,000 monthly tickets across email, chat, and voice channels, boosting CSAT by 10% through refined QA calibration and agent coaching programs. Conducted weekly process gap analysis, identifying and eliminating 5 major bottlenecks causing 20% repeat contacts. Implemented automated ticket categorization using Intercom tags and macros, improvin
Teleperformance
Mar 2021 - Aug 2023 (2 years 5 months)
Managed a 20-agent BPO team, handling over 500,000 contacts annually for a US-based telecom client. Conducted 300+ QA evaluations monthly, increasing average QA scores from 76% to over 90%. Generated regular reports on call center performance, including key performance indicators, trends, and operational insights.
Degrees, certifications, and relevant coursework
Bachelor's Degree
Obtained a Bachelor's Degree from Ain Shams University in Cairo. This foundational education provided a strong academic background.
Software and tools used professionally
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