Mohamed Short

Experience

• 

  General Motors Middle East

  Apr 2011 - Jun 2017

  Operations Team Leader for General Motors Middle East Customer Engagement Center :1. Supervises/manages the daily activities and performance of the Account Advisors2. Generates and sends agreed reports to clients regularly as per client requirements3. Handles Account Advisors needed for on-job training and coaching4. Monitors transactions to ensure that QA standards are met5. Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)6. Manages difficult calls by acting as first line of escalation7. Coordinates, as needed with all supporting function to eliminate any problems affecting the operations8. Asses the Advisors performance on monthly basis and calculates variations on set standards9. Holds one to one meetings with Advisors to communicate feedback on monthly performance assessment results10. Performs daily pre-shift or post-shift meetings with Advisors achievements, targets and new updates11. Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors)12. Logs and acts on client’s requests13. Ensure achievement of KPIs14. Ensures that Team members adhere to company’s policies Show less

  • After Sales Team Leader

    Aug 2013 - Jun 2017

  • International account advisor

    Apr 2011 - Aug 2013
• 

  Careem

  Jun 2017 - now

  Operational Management:Oversee the care operations for customers and captains in different markets.Manage service operations, including 2nd line technical support and integrity operations teams.Track care performance and establish directions to achieve operational goals.Supervise in-house teams and outsourced vendors across various markets.Strategic Planning and Goal Setting:Set care and service operations goals that align with the company's mission and vision.Develop strategies to enhance customer experience and service quality.Collaboration and Stakeholder Engagement:Collaborate with internal stakeholders to develop and improve customer experience.Collaborate with different departments to ensure cohesive operational strategies and policies.Team Management and Development:Oversee core functions including staffing, recruitment, customer services, and credentialing.Foster a collaborative and team-oriented work environment.Provide leadership and guidance to the care and service operations team.Process Improvement and Policy Implementation:Develop, implement, and evaluate operational processes and procedures.Establish and enforce policies and procedures to ensure operational efficiency.Implement metrics and hold teams accountable to achieve/exceed performance goals. Show less Implement, manage and evaluate current operational processes and procedures in accordance with the standards and procedures set out by the organization.Hire, train and evaluate department staff within budgetary requirementsOversee core functions including staffing and recruitment, customer services and credentialingAssist in developing strategies and implementation plans to improve and standardize all aspects of operationsDevelop, write and implement policies and procedures to scale the companyEstablish metrics for key areas of measurement within operations and hold teams accountable to achieve or exceed these goalsEstablishes a managerial climate that encourages teamwork and promotes collegial collaboration among all team members Show less Managing related account metrics for Consumer, Safety & Security, VIP and Corporate team in the care department; this includes key areas of impact such as Care operational objectives and enhanced performance. Key responsibilities include:1- Handle day-to-day Operations to the best quality standards2- Meet the Operational OKRs to the needed satisfaction like CSAT(customer/captain satisfaction), FCR(first call resolution) , IR(Issue resolution), Quality performance, AHT (Average handle time), absenteeism, adherence, reduction in Credit Added etc.3- Monitor and coach team members in an effective way4- Ensure quality of service to the highest standards.5- Analyse and evaluate operational results and take appropriate actions for enhancing performance.6- Co-ordination with other related departments to achieve objectivesHandle the account’s daily operational and real time issues like leaves, absenteeism, adherence, real time operational performance.7- Yearly evaluation of team membersPropose new ideas and suggestions to add value to the operations.8- Attend the review calls, prepare and present the analysis and reports as needed. Show less Supervise the groups of teams and manage the related account metrics; this includes key areas of impact such as Care operational objectives and enhanced performance. Key responsibilities include:1- Handle day-to-day Operations to the best quality standards2- Meet the Operational OKRs to the needed satisfaction like CSAT(customer/captain satisfaction), FCR(first call resolution) , IR(Issue resolution), Quality performance, AHT (Average handle time), absenteeism, adherence, reduction in Credit Added etc.3- Monitor and coach team members in an effective way4- Ensure quality of service to the highest standards.5- Analyse and evaluate operational results and take appropriate actions for enhancing performance.6- Co-ordination with other related departments to achieve objectivesHandle the account’s daily operational and real time issues like leaves, absenteeism, adherence, real time operational performance.7- Yearly evaluation of team membersPropose new ideas and suggestions to add value to the operations.8- Attend the review calls, prepare and present the analysis and reports as needed. Show less

  • Associate director of care and service operations

    Jan 2023 - now

  • Head of Care & Service Operations

    Jan 2021 - Jan 2023

  • Customer Care Operation Senior Manager

    Jul 2018 - Jan 2021

  • Customer Care Supervisor

    Jun 2017 - Jun 2018