Maged Habib

Business ConsultantFreelance / Project

• Job Details:Reporting to the Management Board consisting of CEO and VCEO. o Solid Line Leadership: Patient Experience, Business Development & Communication. o Dotted Line Leadership: HR, Operations & Sales. o Strategic Planning: Translating the management visions of transforming Alfa Care into a franchizable corporation into actionable plans. ▪ Created the Transformation Plan of the reservation center into a profit-generating patient experience hub “αCare2Center”, involving a complete renovation of IT infrastructure, scope of operation & creation of revenue generation streams. ▪ Co-lead IT Infrastructure Transformation throughout extensive needs assessment of the situation in clinics & reservation

Regional Customer Care ManagerFull Time

• Job Details:▪ Reporting to the CEO of Serendipity & the Regional Brand Manager of NESCAFÉ® Dolce Gusto®. ▪ Lead the Omni-channel call center establishment & managed the transition of operations to the newly founded premise. ▪ Ensured a full Integration of all customer interactions throughout different channels into the Engage Salesforce system ▪ Established, presented & signed-off Call Center Standard Operating Procedures & KPIs with Nestlé ME Leadership. ▪ Assembled a competitive customer care team able to mirror clients’ expectations, and managed the training plan. ▪ Managed Relationships with digital marketing partners and analyzed and reviewed Brand NPS Reports, Voice of Customer. ▪ Presented the project financial plan meeting , timeline constraints and desired quality standards. ▪ Overseeing the daily operations, monitored interactions, supervised & developed teams, and handled escalated cases. ▪ Managed Workforce planning ensuring maximum resources utilization to meet budget.

Head of Contact Center OperationsFull Time

• Job Details:Responsible for the Omni-channel call center of 30 seats fulfilling 24H Customers food orders, as well as outsourced services for 24H clients such as Tim Horton’s, Wendy’s, Charley’s & Food Fund Group through calls, emails, website, and chat. Reporting to the regional director of Delivery Hero. ▪ ▪ Managing an operation consisting of Team Leaders and Agents, Account Managers, as well as Work Force, QA, L&D, Content and Back Office Functions. ▪ Ensuring all the processes and KPIs are compliant to the COPC High Performance standards. ▪ Heading end-to-end Client/Vendor Relationship Cycle from Acquiring & Implementation to Delivery & Retention. ▪ Acting as a Liaison from/to Clients’ stakeholders to ensure the delivery of highest customer satisfaction. ▪ Driving periodic meetings/conference calls with partners/clients to report & improve Performance.