AHMAD Mousa
United Arab Emirates, Abu Dhabi
Summary
Results-driven CX Operations Leader with over 5 years of experience optimizing contact center performance through Six Sigma, COPC, and data-driven strategies. Proven track record in improving CSAT, streamlining processes, and leading high-impact training and knowledge programs. Skilled in managing large teams and omnichannel support environments using tools like Salesforce, Zendesk, and Genesys. Passionate about operational excellence, team development, and delivering measurable customer experience outcomes.
Overview
5
5
years of professional experience
1
1
Certification
Work History
CX Training & Knowledge Management Team Lead
Shory
Abu Dhabi
12.2024 - Current
- Leading the development and execution of training programs to enhance team capabilities
- Overseeing knowledge management strategies to ensure seamless information sharing
- Lead a team of Trainers, fostering a collaborative environment focused on achieving targets
- Streamline onboarding, training, and support processes, leveraging data to enhance customer experience
- Launched and introduced a new LMS for the company to streamline training and knowledge management
- Designed training modules that reduced average handling time (AHT) by 15% and improved customer satisfaction scores by 10%
Account Management Team Lead
Careem
Amman
05.2024 - 12.2024
- Drove partner retention rates to 95% through proactive relationship management and personalized support strategies
- Oversee high-value accounts, implementing strategies to enhance partner satisfaction and retention
- Lead a team of Account Managers, fostering a collaborative environment focused on achieving targets
- Streamline onboarding, training, and support processes, leveraging data to enhance partner experience
- Work closely with the marketing team to develop campaigns that increase partner visibility and drive growth
- Drive SaaS solutions sales through consultative approaches, ensuring successful implementation
- Monitor KPIs, manage budgets, and ensure alignment with financial goals
Customer Experience Operations Manager
Talabat - Extensya Outsourcing
Amman
01.2023 - 05.2024
- Managed daily operations of the contact center, overseeing a team of 12 leads and 420 agents to ensure efficiency and SLA adherence
- Developed training programs for new and existing staff, improving agent productivity by 70%
- Conducted performance evaluations and coaching to enhance skills and foster growth
- Analyzed call center data and customer feedback to improve satisfaction and reduce handling times
- Collaborated with teams to streamline processes, achieving a 80% improvement in first contact resolution
Customer Experience & Telesales Team Leader
Tradeling - Extensya Outsource
Amman
09.2021 - 12.2022
- Achieving a conversation rate of 21% for 2022
- Define and implement strategies and tactics to maximize
- Train new and existing Telesales team members
- Implement and continually review departmental KPIs
- Maintain stakeholder and client relationships
Technical Support Specialist
Foodics - Extensya Outsource
Amman
08.2020 - 08.2021
- Provide immediate response to customer inquiries in accordance with service standards
- Provide advice and best practices to Partners for technical areas such as networks, configurations, architectures etc
- Participate in on-site technical implementations
Education
Diploma - Information And Communication Technology
Al Khawarizmi University Technical College
Amman, Jordan08-2022
Skills
- COPC Operations
- Six Sigma
- CSAT/NPS Improvement
- Leadership and Team Development
- Customer experience
- Performance management
- Partner Growth and Incubation
- Omnichannel support
- Articulate 360
- Strategic Planning & Execution
- Training Management
- Knowledge Management
Websites
Certification
- Six Sigma And The Organization Certified, Kennesaw State University
Languages
Arabic
First Language
English
Advanced (C1)
C1
Timeline
CX Training & Knowledge Management Team Lead
Shory
12.2024 - Current
Account Management Team Lead
Careem
05.2024 - 12.2024
Customer Experience Operations Manager
Talabat - Extensya Outsourcing
01.2023 - 05.2024
Customer Experience & Telesales Team Leader
Tradeling - Extensya Outsource
09.2021 - 12.2022
Technical Support Specialist
Foodics - Extensya Outsource
08.2020 - 08.2021
Diploma - Information And Communication Technology
Al Khawarizmi University Technical College
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