Omar Ashraf Abd El Salam
Project Manager at Brightskies
Alexandria, EgyptWork Experience
Senior Global Account ManagerFull Time
Oct 2023 - Present -1 yr, 8 months
- Job Details:Head of a key telecom program. Managing both account's segments (Consumer & Enterprise) globally across 6 sites in (Egypt & India & Dubai) Responsibilities : -Managing workflow and escalations across 26 LOBs including (Mobile and fixed services , back office, email, SME, LE, Key, PSD, chat, outbound, social media, and retention) -Driving the creation of staffing plans, schedules, quality/process change initiatives, and Lean/Kaizen activities in our fast paced environment. -Ensuring the development of direct and indirect reports while continuing to raise the bar on talent. -Conduct joint business plans and reviews with accounts to identify business opportunities and align with them on the roadmap of growing the revenue and market share. -Grow topline, maximize revenue and work on operations to increase efficiency. -Clearly communicate the progress of Weekly/Monthly/Quarterly initiatives to internal and external stakeholders. -Provide excellent service and support in order to build strong relationship and resolve operational issues between key accounts and the company. -Prepare reports on Commercial Metrics and Operational Metrics -Agreement and contract negotiation- building new commercial relationships by renewing the existing contracts and renegotiating them to increase revenue and profit. -Support cross functional teams in delivering the strategy by facilitating communication of lessons learned, resolving urgent issues, lining up appropriate group level support and deploying processes & tools
Global Account ManagerFull Time
Mar 2022 - Oct 2023 -1 yr, 7 months
Egypt , Alexandria
- Job Details:Leading and managing telecom enterprise account globally across 3 sites (Egypt & India & Dubai) Responsibilities : -Managing workflow and escalations across 7 LOBs including (Mobile and fixed services , back office, email, SME, LE and chat) -Driving the creation of staffing plans, schedules, quality/process change initiatives, and Lean/Kaizen activities in our fast paced environment. -Ensuring the development of direct and indirect reports while continuing to raise the bar on talent. -Conduct joint business plans and reviews with accounts to identify business opportunities and align with them on the roadmap of growing the revenue and market share. -Grow topline, maximize revenue and work on operations to increase efficiency. -Clearly communicate the progress of Weekly/Monthly/Quarterly initiatives to internal and external stakeholders. -Provide excellent service and support in order to build strong relationship and resolve operational issues between key accounts and the company. -Prepare reports on Commercial Metrics and Operational Metrics -Agreement and contract negotiation- building new commercial relationships by renewing the existing contracts and renegotiating them to increase revenue and profit. -Support cross functional teams in delivering the strategy by facilitating communication of lessons learned, resolving urgent issues, lining up appropriate group level support and deploying processes & tools.
Project ManagerFreelance / Project
Brightskies
Jan 2022 - Present -3 yrs, 5 months
Egypt , Alexandria
- Job Details:Leading - the first ever in Egypt- LIDAR annotation project for developing software for self driving cars Responsibilities : Delivering orientation sessions for machine learning and LIDAR technology Develop and manage a detailed project schedule and work plan Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress Manage a team of leaders and quality analysts by assigning tasks and communicating expected deliverables Utilize industry best practices, techniques, and standards throughout entire project execution Monitor progress and make adjustments as needed Measure project performance to identify areas for improvement
Senior Operations SupervisorFull Time
Octopus Outsourcing
Oct 2020 - Mar 2022 -1 yr, 5 months
Egypt , Alexandria
- Job Details:Managing Talabat Customer Care Account (Total HC of 330 agents) Responsibilities : Lead, motivate, and support a large team (19 team leaders) within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution Maintain constant communication with management, staff, and vendors to ensure proper operations of the organization Develop, implement, and maintain quality assurance protocols Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity Actively pursue strategic and operational objectives Ensure operational activities remain on time and within a defined budget Track staffing requirements, hiring new employees as needed
Technical Support - International Contact Center Team Leader - UK AccountFull Time
_VOIS
Jan 2017 - Oct 2020 -3 yrs, 9 months
Egypt , Alexandria
- Job Details:Responsibilities - Manage day to day operations - Monitor the daily, weekly and monthly team performance - Handling the agent's inquiries (Annuals, Salary Issues, etc.). - Conduct quality one to one meetings with team members, Including developments plans and awareness session to motivate agents. While following GROW module of coaching. - Brief the team with the new process, products, services, or updates - Prepare needed reports - Drive knowledge transfer within the team - Monitoring the queue nature and gathering insights on weekly basis to spot any issues or improve processes.
Education
Master Of Business Administration - MBA in Operations Managment
Arab Academy for Science, Technology and Maritime Transport (AAST)Jan 2022 - Jan 2024 - 2 yr
Bachelor's Degree in Commerce - English Section
Alexandria University (ALEXU)Jan 2015 - Jan 2018 - 3 yr
Achievements
At Vodafone, I've managed to launch 3 new LOBs while achieving positive results enough to have continues expansion. Also, I've managed to launch an automation initiative that reduced cost for the company on a span of 5 continues years. At Octopus, I've managed to launch the customer care account for Talabat with headcount of 180 agents serving Egypt & 8 Gulf countries. We've managed to achieve the highest customer satisfaction rate and lowest handling time across all 4 other BPOs responsible for the same account. At Brightskies, I've managed to launch the first ever annotation project in Egypt using LIDAR technology for the self-driving car's software. We've managed to deliver all the targeted annotation data on time with 100% accuracy. At Sutherland, I've managed to lead a large 500+ telecom enterprise account. Achieving enough trust to be a single partner with our client to manage their overall contact center operations across 3 site locations in Alexandria, Airoli, Bopal & Dubai.
Languages
Arabic
FluentEnglish
FluentSpanish
Beginner
Training & Certifications
ITIL V3 Foundation
AXELOS Global Best Practice·2021Six Sigma Green Belt At Quality Gurus
Quality Guru·2020Social Psychology Diploma
Yale University·2020Introduction to Psychology with Paul Bloom
Yale University·2020Global Leadership and Personal Development
Arizona State University·2020Accredited Coach At _VOIS
Vodafone UK·2019DISC Reasoning Test
LOGIC·2018Accredited Calibrator At _VOIS
Vodafone UK·2018Thomas Kilmann Model For Conflict Resolution
LOGIC·2018Millennial's Edge
LOGIC·2018Personal Branding Model
LOGIC·2018Super Coach Training
Vodafone Learning & Development Team·2018