Looking for a job

Walaa Khamis

@walaakhamis

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I lead customer operations teams that improve service, retention, and revenue.

Egypt

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What I'm looking for

I'm open to worldwide, timezone-flexible opportunities where I can lead customer operations, customer success, sales operations, and service teams while improving retention, revenue, service quality, and team performance.

I'm leading sales, account management, customer success, and student service teams at 51Talk, improving client relationships, retention, renewals, upsell, and cross-sell outcomes.

Previously at Webhelp, I managed 25 customer service representatives and increased productivity by 15%. I reduced average handle time by 30%, maintained 92% CSAT, and raised FCR from 70% to 82% through Six Sigma DMAIC.

At Sutherland Global Services, I led customer service teams, reduced escalations by 35%, improved knowledge assessment scores by 50%, and increased customer satisfaction to 95%. I also supported wireless customers directly, maintaining 85% FCR and CSAT above 90%.

I bring hands-on experience in customer operations, workforce management, KPI reporting, coaching, and process improvement. I'm PMP certified and hold Six Sigma Green Belt and Black Belt certifications.

Experience

Work history, roles, and key accomplishments

Current

Team Manager - Sales and Account Management Leader

Current

51Talk

Jul 2025 - Present (1 year 2 months)

Lead a high-performing team across account management, sales operations, customer success, and student service functions. Drive revenue performance through consultative selling and manage high-value client accounts.

Team Leadership Account Management Sales Operations Customer Success Upselling Cross Selling Consultative Selling KPI Management Performance Reviews Coaching Data Analysis Escalation Management Stakeholder Management

Customer Operations Supervisor

Webhelp

Mar 2024 - Jul 2025 (1 year 4 months)

Managed 25 customer service representatives, increasing team productivity by 15% through SLA tracking and KPI coaching. Reduced AHT by 30% and improved QA scores by 25%.

SLA Management KPI Coaching Workforce Management AHT Reduction CSAT QA Call Review Calibration Feedback Loops CRM Deployment Dashboarding Six Sigma DMAIC Call Routing FCR (First Contact Resolution) Improvement

Customer Service Team Leader

Sutherland Global Services

Aug 2023 - Mar 2024 (7 months)

Supervised 15 customer service agents, implementing KPI frameworks that reduced escalations by 35% and improved knowledge assessment scores by 50%. Launched a recognition program that raised customer satisfaction to 95%.

Team Leadership KPI Frameworks FCR Training Queue Monitoring Staffing Volume Forecasts Recognition Programs Customer Satisfaction

Technical Support Specialist

Sutherland Global Services

Jul 2022 - Jul 2023 (1 year)

Provided technical support for wireless customers, handling up to 60 calls per shift with 85% FCR and CSAT above 90%. Created self-service materials that decreased inbound call volume by 15%.

Technical Support Troubleshooting Billing Mobile Device Issues Network Troubleshooting Retention Self Service Resources Cross Training

Customer Service Representative

Concentrix

Jun 2021 - Jul 2022 (1 year 1 month)

Handled 100+ daily customer interactions for Amazon, maintaining 95% CSAT and 80% FCR. Reduced AHT from 8 to 4.5 minutes and trained 10+ new hires.

Customer Service CRM Order Management Returns Refunds Product inquiries Delivery Issue Resolution CSAT FCR AHT Reduction Knowledge Base Training

Education

Degrees, certifications, and relevant coursework

LinkedIn Learning

Six Sigma Green Belt and Black Belt, Six Sigma

2023 - 2023

Earned Six Sigma Green Belt and Black Belt certifications.

Project Management Institute (PMI) / AUC

Project Management Professional (PMP), Project Management

2022 - 2022

Completed the Project Management Professional (PMP) certification.

Alexandria University

Bachelor of Laws (LL.B.), Law

2018 - 2022

Pursued a Bachelor of Laws with relevant strengths in legal research, contract law, negotiation, stakeholder communication, analytical thinking, public speaking, and conflict resolution.