Open to opportunities

waleed khaled

@waleedkhaled1

Message

Customer experience and contact center leader driving TNPS, FCR, and KPI improvements.

Egypt

Message

What I'm looking for

I seek a leadership role in CX or contact center operations where I can drive measurable NPS/FCR improvements, coach teams, and lead cross-functional transformation.

I am a customer experience and contact center leader with proven success in international and banking environments, focused on measurable revenue and growth outcomes. I combine business development experience with front-line CX operations to deliver a 360° view of client acquisition and retention.

At Mashreq Bank I manage end-to-end client experience across voice and digital channels, lead CX projects including journey redesign and service-flow optimization, and partner with Product, CX Design, and Digital squads to implement features and close experience gaps.

My leadership has driven measurable improvements: a 37% TNPS increase, a 63% reduction in FCR cases, an 86% cut in operational losses, and an overall KPI performance of 85% in H1 2025. I use data—TNPS, FCR, complaints, QA—to prioritize fixes and governance.

I invest in team development through coaching, calibrations, and side-by-sides, and I lead cross-functional incident management with IT and validation teams to sustain operational standards and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Team Leader - CX & Contact Center

Current

Mashreq Bank

Jan 2025 - Present (1 year 2 months)

Manage end-to-end client experience across voice and digital channels for high-value clients, led journey redesign and CX projects that improved TNPS by 37% and reduced detractors by 23%. Oversee KPI dashboards, SLA governance, and coach teams to drive continuous improvement.

Customer Experience Strategy Journey Mapping SLA & QA Dashboards Coaching

Assistant Team Manager

Mashreq Bank

May 2024 - Dec 2024 (7 months)

Managed 20 officers to meet KPIs across AHT, NPS and Quality, achieving an 85% overall KPI performance and leading initiatives that reduced FCR cases by 63% and operational losses by 86%.

Team Leadership KPIs AHT NPS FCR Incident Management Process Improvement Cross Functional Collaboration

Customer Service Officer

Mashreq Bank

Aug 2022 - Apr 2024 (1 year 8 months)

Resolved customer queries and complaints across banking products, managed CRM follow-ups and supported sales conversions for priority segments while maintaining quality standards.

Customer Support CRM Management Complaint Resolution Sales Support Quality Assurance

Senior Account Executive

Symbios

Aug 2018 - Mar 2021 (2 years 7 months)

Managed multi-campaign BPO operations with consistent KPI attainment, trained new hires and liaised with Australian telecom clients to ensure service delivery.

BPO Operations Campaign Management KPI Tracking