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Muhammad Hamed

@muhammadhamed

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Customer support manager at Sutherland using live data to set quality and customer feedback targets.

Egypt

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What I'm looking for

I'm looking for a remote role in customer support.

At Sutherland, I track and report performance, quality, and attendance for a contact center team of 200+ people. I model NPS and customer survey scenarios from live data to guide improvement targets, and designed a tiered incentive scheme tied to quality and customer feedback.

At Webhelp, I coached frontline agents day to day, and 70+ team members were promoted into new roles. I progressed from supervisor to department head within 8 months.

At Uber, I coordinated programs and incident response for EMEA and Amsterdam operations, and led those operations for Uber's global culture and social responsibility program (MSB). Earlier at Vodafone, I ran quality assurance and performance reviews and built coaching plans from CRM data.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Sutherland

Sep 2022 - Present (4 years 1 month)

Managed service delivery for a large contact center team, tracking performance, quality, and attendance. Modeled NPS and customer survey scenarios and designed a tiered incentive scheme tied to quality and feedback.

CRM Ticketing Systems KPI Reporting NPS Analysis Quality Assurance Performance Management Incentive Design Excel Google Sheets

Community Operations Sr. Supervisor

Webhelp

Feb 2021 - Aug 2022 (1 year 6 months)

Supervised community operations for EMEA, Australia, NZ, Canada, and Germany, coaching frontline agents and managing email, chat, and ticket channels. Promoted from supervisor to department head within 8 months.

Email Support Live Chat Ticketing Systems Coaching Team Leadership Quality Assurance

Program Coordinator

Uber

Feb 2019 - Jun 2020 (1 year 4 months)

Managed projects, meetings, and deadlines, and tracked tickets in Jira and Slack. Coordinated programs and incident response for EMEA and Amsterdam operations, and led Uber's global culture and social responsibility program (MSB).

Project Management Incident Management Jira Slack Program Coordination Stakeholder Management

Performance Manager

Vodafone

Jul 2017 - Feb 2019 (1 year 7 months)

Started as a customer service representative handling customer queries, then progressed to SME and performance manager. Ran quality assurance and performance reviews, and built coaching plans from CRM data.

Customer Service Quality Assurance Performance Reviews Coaching CRM Sales