Work Preference
Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic
AHED LUTHON
Open To Work

AHED LUTHON

Dubai

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Technical Support ManagerContact Center ManagerContact Center ManagerContact Center Service Manager

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

On-Site
Location: Dubai, United Arab Emirates
Open to relocation: Yes

Salary Range

د.إ0/hr - د.إ1000/hr

Summary

Director-level Contact Center and Customer Experience Leader with 15+ years of experience building, scaling, and transforming large-scale operations across banking, real estate, facility management, and technology sectors. Proven success in driving operational excellence, scaling customer interactions from 600 to 36,000 per month, reducing call abandonment from 17% to 5%, and achieving 93% customer satisfaction. Expert in P&L ownership, SLA governance, process automation, and leading high-performing multi-channel service teams across the UAE.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Technical Support Manager

Oxinus Holdings
Abu Dhabi
01.2023 - Current
  • Lead technical support operations for POS systems, overseeing service delivery, incident resolution, and continuous improvement initiatives.
  • Partner with product and technology teams to enhance customer experience and operational efficiency.
  • Designed and implemented structured training programs improving First-Time Resolution by 25%.
  • Developed centralized knowledge base and FAQs, reducing repeat support tickets by 18%.
  • Established KPI framework and SLA governance, increasing compliance to 95%.

Contact Center Manager

Tamouh Integrated Business Services (Eltizam Group)
Abu Dhabi
01.2015 - 01.2022
  • Directed large-scale contact center operations supporting property, real estate, energy, and facility management services.
  • Accountable for operational strategy, workforce planning, budgeting, and service excellence across multiple stakeholder groups.
  • Scaled monthly customer interactions from 600 to 36,000 through operational redesign and capacity planning.
  • Reduced call abandonment rate from 17% to 5% while maintaining service quality.
  • Achieved sustained customer satisfaction score of 93%.
  • Owned forecasting, staffing, payroll, and budgeting with full P&L accountability.
  • Introduced automation and performance analytics, significantly improving operational efficiency.

Contact Center Manager

MAB Facilities Management
Dubai
01.2012 - 01.2014
  • Built and managed a 24/7 contact center operation, ensuring KPI compliance, service resilience, and high-quality customer interactions.
  • Improved call accuracy and courtesy scores by 20% through targeted coaching initiatives.
  • Reduced average hold time by 30% by optimizing workforce models.
  • Designed contingency and business continuity plans ensuring uninterrupted service delivery.

Contact Center Service Manager

Commercial Bank International
Dubai
01.2007 - 01.2012
  • Led phone banking operations ensuring compliance with SLAs, regulatory standards, and customer service benchmarks.
  • Increased First Contact Resolution by 22% through process optimization and staff training.
  • Implemented quality monitoring programs that enhanced service consistency.

Education

Bachelor of Accounting - Commerce

Al Azhar University
Palestine
01-2000

Skills

  • Contact Center Strategy & Operations Leadership
  • Customer Experience (CX) Transformation
  • KPI, SLA & Performance Governance
  • P&L, Budgeting & Workforce Management
  • Process reengineering and automation
  • Omni-Channel & Digital Enablement
  • Stakeholder & Vendor Management
  • Team Leadership, Coaching & Talent Development

Websites

Certification

  • M100 Certification – Dubai Land Department
  • Call Center Operations – Emirates Institute for Banking and Financial Studies
  • Management and Leadership Development – Commercial Bank International
  • Basel II and Risk Management – Commercial Bank International
  • Budgeting, Investments, and Goal Setting – Commercial Bank International

Languages

English
Proficient (C2)
C2
Arabic
Native
Native

Timeline

Technical Support Manager

Oxinus Holdings
01.2023 - Current

Contact Center Manager

Tamouh Integrated Business Services (Eltizam Group)
01.2015 - 01.2022

Contact Center Manager

MAB Facilities Management
01.2012 - 01.2014

Contact Center Service Manager

Commercial Bank International
01.2007 - 01.2012

Bachelor of Accounting - Commerce

Al Azhar University

Similar Profiles

  • Colin BuchheitColin Buchheit

    Enterprise Software Developer Internship at MX Holdings: MX Holdings HeadquartersEnterprise Software Developer Internship at MX Holdings: MX Holdings Headquarters

  • Seipati Tholakele SebolaiSeipati Tholakele Sebolai

    Creditors Accountant at FNZ SA Holdings Pty Ltd (Previously Silica Holdings)Creditors Accountant at FNZ SA Holdings Pty Ltd (Previously Silica Holdings)

  • Seugnet ZithaSeugnet Zitha

    Agricultural Economist at Servicios Empresaviales Holdings (SE Holdings)Agricultural Economist at Servicios Empresaviales Holdings (SE Holdings)

  • SAHINDAS K HSAHINDAS K H

    Project Engineer at TWIC Insulation Materials supplyProject Engineer at TWIC Insulation Materials supply

  • Vinay RisboodVinay Risbood

    Application Engineer - Centrifugal Compressors at Siemens-EnergyApplication Engineer - Centrifugal Compressors at Siemens-Energy

CREATE PROFILE
AHED LUTHON