Ahmed Omara

Experience

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  Wadi Food Industries

  Oct 2003 - Jun 2004

  Palnning and Follow up Engineer

  •Participating in deploying production plans•Warehouse and buffer stock management•Materials management (raw materials, packing materials, finished product), based on sales forecast which was my responsibility also to cascade it into monthly plan (with sales coordination) •Marketing campaigns stocks and delivery management•Customer complains management and investigations •Responsible in creating the tracing system for batches, subassembly products and final products for HACCP system Show less

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  National Paints co.

  Jun 2004 - Mar 2005

  Quality Assurance Manager

  •Quality Management Systems •ISO documentation and documents control•Tackling the none value added activities in all processes •Function analysis, process control charts analysis that includes analyze problem root causes and trends in all processes•Board review meetings •Establishing and improving the quality culture inside the organization•Power user for ERP system FourthShift for purchasing department and materials department

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  Raya Contact Center (The Call Center Company C3)

  Feb 2005 - Mar 2009

  Quality Assurance Manager

  • leading and ensuring (COPC) accreditation within the site (3 years without any ATACs)• Conducting improvement projects in several accounts at the organization• Establishing and deploying quality plans• Building and onboarding and training quality team • Training Quality Team on COPC requirements and Metrics• Managing the deployment of COPC requirements and Standards in all Processes

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  Xceed

  Mar 2009 - Mar 2012

  • Managing new accounts implementation in regards of processes structure, mapping and all required functional documentation.• Managing Operational processes performance through Xceed accounts.• Initiating, guiding and managing improvement projects for metrics improvement within Xceed accounts.• Managing Customer Satisfaction and Quality of Service in regards of reporting, analysis, action plans and follow up for all Xceed accounts.• Creating/ optimizing and aligning KPI system with COPC Table F and service delivery performance for all first line, supervisory and account, management position(s) for all Xceed’s Service Delivery accounts. Show less • Responsible for developing actions to achieve higher quality of service and organizational efficiency.• Conduct ongoing analysis of quality of service results and process flows and provides process recommendations.• Responsible for leading and facilitating improvement projects using structured improvement processes.• Responsible for advising business managers in developing tactical and business planning processes.• Responsible for CSR and management training for the entire contract.• Responsible to develop strategies to enhance training processes and efficiency.• Responsible in terms of planning, designing and implementing training programs that deliver CSR ready for live support within the agreed budget and timeframe Show less

  • Process Improvement Head

    Apr 2010 - Mar 2012

  • Trainning and Quality Manager (Microsoft-MEA)

    Mar 2009 - May 2010
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  Sutherland Global Services

  Apr 2012 - Apr 2015

  • Restructuring of the Global learning Organization for GJMC / Schlumberger account.• Managing the learning function for Schlumberger account for six sites across the globe: Airoli, Malad, Kuala Lumpur, Alexandria, Burgas and Bogota.• Learning Director for Schlumberger account for India (Mumbai: Airoli and Malad sites 9 months) Mumbai -India• Creating Global SOPs and global processes and drive the implementation across sites.• Managing client relation and interface in regards of learning deliverables. • Setting and drive “On Job Training” and continuous learning process and on floor performance regarding process and product knowledge and in regards of communication gaps (Training Needs Analysis / Training Needs Intervention). Show less • Setting Quality strategic plan in alignment with global goals and objectives.• Setting Training strategic plan (New Hires, Continuous Education and Organization Development) and assuring the alignment with Training Global function.• Design and Improve processes to ensure an E2E process efficiency • Supervise and manage global strategic project(s) implementation within the Geo.• Site performance audits, readout and action plan setting for AT&T program in the Philippines (Davao, Carmona, Camsur and Manila) June2013 – July 2013. (the Philippines) Show less

  • Global Director Training and Quality - GJMC

    Jul 2014 - Apr 2015

  • Training and Quality Senior Manager

    Jun 2013 - Jul 2014

  • Quality and Training (Consultant Learning Services) Senior Manager

    Apr 2012 - Jun 2013
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  Concentrix

  Apr 2015 - Mar 2020

  Training And Quality Manager

  • Planning, managing Q&T organization structure in regards of team capacity and talent pool across the functions ensuring backup plans and organic growth • Maintain healthy relation with my clients through regular communication by consistently and proactively providing initiatives and practices to improve the business.• Managing, coaching, and implementing global quality and training processes• Initiate coach and manage cost efficiency and value-added projects internal and across functions Show less

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  Expedia Group

  Apr 2020 - Oct 2021

  Learning And Development Program manager

  I am responsible for facilitating, managing, and supporting learning and quality platforms with our partners in regards of strategy, compliance and performance on macro level and micro when required• Facilitate, coach and consult learning and Quality processes in cooperation with partners leaders and management • Lead and support performance improvement projects internal and with partners • Participate in content and process enhancements • Lead and participate in global implementation projects and initiatives • Supporting and consult partners in identifying performance gaps and consult on improving methodologies Show less

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  DiDi

  Oct 2021 - now

  Service Excellence Regional Senior Manager

  • Developing and implementing Excellence strategies that align with the company's overall strategy and goals• Launching new LOBs successfully into the region• Leading Global OKRs through the region, managing regional performance and individual departments • Leading customer experience and efficiency measures by streamlining processes, optimizing resources, and eliminating waste.• Key player in global implementation projects and initiatives and sponsor for local implementation • Supporting and consult partners in identifying performance gaps and consult on improving methodologies• Managing successfully yearly budget for CS and Driver Community • Leading compliance management • Team development and organization structure optimization Show less