Haidy Ahmed

• Driving business growth through technology implementation, digital innovation, and process optimization(LSS) & COPC Implementation.
• Lead initiatives to sell more, implement technology effectively, and deliver better outcomes across business units.
• Conduct comprehensive business assessments focused on three strategic pillars — Technology, Process, and Analytics — to identify opportunities for improvement and innovation.
• Successfully design and implement AI-driven solutions, including Agentic AI, AI Agent Assist, VoiceBots, and ChatBots, to enhance customer experience, automate operations, and support data-driven decision-making.
• Led digital transformation initiatives focused on enhancing customer experience, automating operations, and enabling data-driven decision-making through advanced AI solutions and technology implementation.
• Collaborated with senior leadership to define and execute long-term transformation strategies, align business objectives with digital priorities, and drive cross-functional initiatives that delivered measurable business outcomes.
• Optimized organizational performance by re-engineering business processes, integrating innovative technologies, fostering a culture of continuous improvement, and establishing performance metrics to monitor transformation impact.

• Managed end-to-end operations of the Tamara account, overseeing client relationships, service delivery, and performance to ensure contractual and business objectives were consistently achieved.
• Monitored and achieved key KPIs, including service levels, quality, AHT, CSAT, and productivity, while implementing action plans to continuously improve operational performance.
• Implemented Lean Six Sigma Green Belt (LSS GB) methodologies to reduce attrition from 27% to 10%, resulting in higher employee retention, improved operational stability, and revenue uplift through enhanced Speedmetrics performance.
• Led financial management activities across BPO operations, including P&L ownership, gross margin optimization, and cost control, to maximize account profitability.
• Developed and maintained client relationships, serving as the primary point of contact for strategic discussions, performance reviews, and issue resolution.
• Forecasted and managed workforce planning, ensuring optimal staffing levels to meet forecasted volumes while minimizing overtime and attrition.
• Handled payment cycles, invoicing, and billing accuracy, ensuring alignment with contract terms and timely resolution of financial discrepancies.
• Led contract renewals and negotiations, aligning service delivery capabilities with evolving client requirements and business growth opportunities.
• Drove continuous improvement initiatives, analyzing data to identify trends, improve efficiency, and enhance the overall customer experience.

Careem, OUNASS, MAF, SATrans, Xiaomi, Collinson

• Provide inspired leadership for the organization.
• Make important policy, planning, and strategy decisions.
• Develop, implement, and review operational policies and procedures.
• Preparing business activity reports, financial statements, and forecasts.
• Ensuring financial legal requirements are met.
• Finding ways to reduce or maintain costs by studying financial reports and business processes.
• Help promote a company culture that encourages top performance and high morale.
• Oversee budgeting, reporting, planning, and auditing.
• Work with senior stakeholders.
• Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.

• Analyze customer expectations according to past social media activity.
• Develop social media campaigns.
• Define KPIs and KRAs for social media campaigns.
• Update social media content across all channels.
• Use social media marketing tools such as Sprinkler and Hoot suite.
• Monitor campaigns and analyzes data obtained.
• Monitor the web traffic metrics.
• Establish relationships with social media influencers to develop a strong network.
• Develop content or get it done by content developers.
• Keep an eye on social media trends Communicate effectively to all stakeholders including senior.

Du Telcom Account, Careem

• Team - Management: Coaching and monitoring agents transactions in order to achieve client KPIs.
• Driving performance : Following up on the weekly KPI Action plan & Delivering MPRs" Monthly performance review" to the team to show the strength & the opportunities points.
• Client Communication : Preparing proactive communication with detailed analysis along with action plans.
• Monitored daily and weekly key performance indicators to maintain on-track status and deliver best customer experience.
• Encouraged and promoted ideas aligned to business needs and benefits.
• Creating trackers to help and improve business needs.

• Coordinated workshops for employees to better understand company mission, and how to deliver best customer experience. Developed lesson plans on PK.
• Adhered to class plan and deadline-oriented training schedule.
• Documented attendance, participation and progress.

• Validating all customer's requests and complaints.
• Working on all client escalations, and get them done on time.
• Delivering daily briefings.
• Managing SLA.

• Handling Prepaid & Postpaid cooperate customers.
• Educated customers on current promotions, upgrades or new.
• Offerings available under current plan.

• Handling Prepaid & Postpaid cooperate customers.
• Educated customers on current promotions, upgrades or new.
• Offerings available under current plan.

• Student Activities.
• Italian and English Translator Reporter.
• Translating international news from Italian into Arabic, trying to transport the aspects of Italian life in Arabic to know more about Italian.

• Student Activities.
• Writing articles about Egypt in Italian, to help Italian people to know more about everything.
• Translating international news from Italian into Arabic.
• Wrote and edited high-quality content.