Operations Manager Customer Service

Address: ** *****’s Buildings. Maadi, Cairo, Egypt

Mobile: +2-010********

Email: ****************@*****.***

https://www.linkedin.com/in/mahmoud-badie-a3b4162b/ Mahmoud Badie

CAREER OBJECTIVE

Experienced Customer Support and Operations Manager with 17 years of experience in international companies. Experienced in Customer Service, E-Commerce, Operations, Key Account Management, Technical Support, Live Streaming Applications, Content Security, Projects Management, Sales, Marketing and Operations. Skilled in Microsoft Office, Google Docs, CRM Tools, Salesforce, Kaizen and Six Sigma. Experienced in managing small size teams (Startups) and Large teams. Also experienced in Recruitment, Hiring, Budget and Payroll. PROFESSIONAL EXPERIENCE

Amazon US (July 2023 – Till Present)

Dispatch Manager – Amazon Fleet US

• Dispatch Operations: Oversee the entire dispatch process to ensure timely, accurate deliveries.

• Team Management: Recruit, train, and supervise the dispatch team, fostering a productive and collaborative work environment.

• Scheduling: Develop and maintain delivery schedules, making adjustments when necessary.

• Communication: Coordinate with other departments and customers to address any delivery issues or delays.

• Compliance: Ensure all dispatch activities comply with company policies and legal requirements.

• Problem Solving: Quickly resolve any unexpected issues related to deliveries, vehicles, or personnel.

• Reporting: Generate reports detailing dispatch performance, delivery times, and any issues encountered. Likee Live streaming App – Bigo Tech ( Nov 2020 – Dec 2022) Account Manager (Operations and Benefits Manager – MENA Region)

• Managing a team of 2 Senior Team Leaders, 8 Team Leaders and 200 Moderators

• Managing both Tasks, Likee Short videos and Likee Live

• Make sure to follow the country’s laws and apply penalties on Violators

• Responsible for the team's Payroll, Budget and KPIs

• Make sure to protect the user’s rights incase of incorrect penalties or bans

• Follow up on the team's daily performance and make sure all tasks are on target 24/7

• Conduct and attend meetings with the top management to discuss Team Leaders’ performance

• Responsible for creating strategies and tactics to increase Likee App users activities to drive revenue growth

• Fast and accurately execute illegal content and violations, including pictures, livestreaming, short video, text, etc. and be responsible for the community’s content security

• Conduct One to One’s and team meetings with Team leaders and moderators

• Work side by side with the HR and The Recruitment team in the hiring process

• manage team KPIs and Retention initiatives. Participate in root cause analysis regarding attendance challenges and attrition

• Manage the account’s benefits regionally including Employees development, Training, Packages and Technology tools

• Ensure the execution and the delivery of the commited benefits Jumia E-Commerce Platform Cairo, Egypt Nov 2019 – Oct 2020 Senior Customer Service and Operations Team Manager

• Manage a team of 4 Team Managers and average of 80 to 100 agents

• Manage the e-commerce team to achieve sales, up-sales and revenue targets on a daily weekly and monthly basis

• Manage the daily Targets (Number of Orders, NMV, GMV and C-sat)

• Responding to customers questions and queries in a timely manner

• Keeping up to date with business development and new products lines

• Conduct One to One’s and team meetings with the team

• Work closely with the Team Leaders and Agents, motivate and coach the team

• Manage the fair and consistent application of performance management and disciplinary measures as necessary

• Conduct and attend meetings with top management to discuss Team Leaders’ performance

• Manage Performance success plans for the under-achiever’s team leaders

• Monitor random calls and chats daily to ensure the team is following the company’s sales policies NAOS Marketing (Loans and Financial services) Cairo, Egypt Nov 2018 – Oct 2019 Sales and Operations Team Manager

• Work closely with the team, motivating and coaching them in order to achieve the Sales target

• Manage a team of 20 to 25 sales agents

• Work side by side with the HR and The Recruitment team in the hiring process

• Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customers satisfaction

• Daily calls monitoring in order to make sure the team is following the quality criterias

• Hosting One to One’s and team meetings

• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved Innovativa, La Muse Cairo, Egypt / Metz, France Jan 2017 – Nov 2018 Logistics and Operations Manager

• Use associated information systems to coordinate and control the order cycle

• Use data available to evaluate performance and quality and to plan improvements

• Develop business by gaining new contracts, work on customers’ satisfaction, analyzing logistical problems and producing new solutions

• Understand, work with and possibly help to develop e-commerce

• Continually try to improve and develop business performance within the constraints of legislation, fuel costs and rising environmental pressures

Sykes – TomTom GPS Cairo, Egypt Nov 2018 – Oct 2019 Technical Support Supervisor – US and Canada

• Be in charge of running and managing the call center daily tasks

• Manage a team of 25 Technical support agents

• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to

• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members

• Prepare forecasts and budgets for the call center

• Monitor daily calls to ensure that due procedures and quality standards are strictly adhered to

• Facilitate and organize training session for all agents and participate in recruitment of new call center agents

• Recommend and purchase gadgets to enhance job performance at the call center

• Conduct regular review of all call center agent’s performance and organize training sessions for under performers

• Submit regular reports to management and seek new ideas and strategies to improve performance at the center

• Keep up with trends and happenings in the industry and ensuring adherence to industry standards

• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times by through Chat, Emails and Phone calls

• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

Convergys – SiriusXM US Cairo, Egypt Jun 2012 – Apr 2015 Senior Customer Service Team Manager

• Lead team members, foster their professional development and growth, and promote teamwork and cooperation

• Manage a team of 15 to 20 Team Managers and an average of 200 to 250 new hires

• Owner of (The Streamline Campaign) for the new hires

• Work side by side with the HR and The Recruitment team in the hiring process

• Provide day-to-day supervision and management of directly assigned team of Team Managers

• Administer payroll in accordance with company policy and procedures

• Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from agents

• Team with support organizations (Quality and Learning, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities

• Responsible for understanding and complying with all company and team policies and procedures

• Prepare, process and conduct annual performance appraisals for assigned managers on time

• Under the direction of the Service Delivery Manager, manage team KPIs and Retention initiatives. Participate in root cause analysis regarding attendance challenges and attrition Convergys – SiriusXM US Cairo, Egypt Jan 2010 – Jun 2012 Customer Service Team Manager

• Lead Customer Support Professionals, Foster their professional development and growth via effective coaching and communication

• Conduct multiple call-coaching training sessions each week, provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner.

• Administrate and manage payroll in accordance with company policy and procedures

• Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice

• Schedule and coordinate team activities

• Coach and Mentor Support Professionals to ensure goals are developed for their personal and professional growth and development

• Prepare process and conduct annual performance appraisals for assigned Support Professionals on time

• Partner with Human Resources to Screen, Interview and Hire Support Professionals for contract, ensure that effective training and mentor resources are provided for all employees

• Attend required Manager Development Training

Convergys – SiriusXM US Cairo, Egypt Nov 2009 – Dec 2009 Account Trainer

• Deliver Culture Training.

• Deliver Communications and Soft Skills Training.

• Deliver the Product Training.

Convergys – SiriusXM US Cairo, Egypt Jul 2009 – Nov 2009 Senior Customer Service Representitive

• Work on the Support line for Escalations, Billing and Technical issues

• Deliver Updates sessions for the Customer Support Professional Convergys – SiriusXM US Cairo, Egypt May 2009 – Jul 2009 Customer Service Representitive

• Activate the Satellite Radio and Internet services for Customers.

• Solve Billing and basic Technical issues.

• Up sell and collect late payments.

Xceed – XBOX UK Cairo, Egypt March 2008 – May 2009

• Solve Technical issues and create repair orders for consoles. Xceed – The Sun Media Cairo, Egypt Aug 2007 – March 2008 Sales Representitive

• Call Canadian residents to sell discounted subscriptions for a Canadian newspaper Raya C3 Cairo, Egypt Apr 2005 – Aug 2007

Sales Representitive

• Nobel Talk (USA)

• Dell (UK)

• Yellow Pages – Collections (USA)

• American Intercontinental University (USA)

EDUCATION

Bachelor’s Degree – Helwan University

Faculty of Law

Shorouk Language School

High School

ADDITIONAL SKILLS

• Languages:

- Arabic: Native

- English: Fluent

- French: Beginner

• Microst Office

• Google Suite

• CRM Tools

• Salesforce

• Kaizen

• Zendesk

• Social Media Ads

• Shopify

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