Yehia Marzouk

Spearheaded the launch of the Etisalat UAE Offshore Account and 20+ BPO business lines, generating $2.5M+ in annual revenue. Supervised cross-functional teams of 150+ members and reduced project costs by 15%.

Pioneered the Contact Center strategy, increasing customer satisfaction by 25%. Managed the Workload Committee, reducing call volume by 30%.

Supervised a team of 15 members across 3 functions, achieving 98% service level. Streamlined headcount allocation, improving resource utilization by 25%.

Supervised a team of 3 team leaders and 65 technical support agents, achieving 95% service level. Reduced employee turnover by 30%.

Managed a team of 15 agents, achieving 92% customer satisfaction. Monitored 100+ calls monthly, maintaining 96% quality score.

Supervised a team of 3 team leaders and 30 agents in telemarketing and customer service operations, achieving 90% performance rating. Reduced average call handling time by 22%.

Supervised teams of 17–30 agents in a high-volume inbound environment, handling 2,000+ daily calls with 98% accuracy. Maintained 95% service level.

Advanced from Back Office operations to a team leadership role, demonstrating 40% growth in role scope. Improved team performance, reducing back office processing time by 30%.

Handled 150+ daily off-board tasks and customer inquiries, achieving 94% resolution rate. Supported sales channels and provided technical assistance, contributing to 20% growth in channel performance.

Project Management Professional (PMP) certification obtained in 2025.

Completed COPC Registered Coordinator Training and Situational Front Line Leadership Course in 2011.

Completed High Performance Management Techniques training by COPC in 2005.

Bachelor of Business Administration in Management from Modern Academy.