Omar Ashraf

Experience

• 

  _VOIS

  Jan 2016 - Oct 2020

  • Technical Support - International Contact Center Team Leader - UK Account

    Jan 2017 - Oct 2020

  • Technical Support - SME - UK Account

    Sept 2016 - Jan 2017

  • Technical Support Specialist - UK Account

    Jan 2016 - Sept 2016
• 

  Octopus Outsourcing

  Oct 2020 - Mar 2022

  Senior Operations Supervisor

  Managing Talabat Customer Care Account (Total HC of 330 agents) Serving 8 Countries 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 resolutionMaintain constant communication with management, staff, and vendors to ensure proper operations of the organizationDevelop, implement, and maintain quality assurance protocolsGrow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacityActively pursue strategic and operational objectivesEnsure operational activities remain on time and within a defined budgetTrack staffing requirements, hiring new employees as needed عرض أقل

• 

  Brightskies

  Jan 2022 - Mar 2022

  Project Manager

  Leading - the first ever in Egypt- LIDAR annotation project for developing software for self driving carsResponsibilities :Delivering orientation sessions for machine learning and LIDAR technologyDevelop and manage a detailed project schedule and work planProvide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progressManage a team of leaders and quality analysts by assigning tasks and communicating expected deliverablesUtilize industry best practices, techniques, and standards throughout entire project executionMonitor progress and make adjustments as neededMeasure project performance to identify areas for improvement عرض أقل

• 

  Sutherland

  Mar 2022 - now

  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 عرض أقل 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. عرض أقل

  • Senior Global Account Manager

    Oct 2023 - now

  • Global Account Manager

    Mar 2022 - Oct 2023