Mahmoud Ewidah

• Versatile Sr. Leadership Role with dual responsibilities as Cairo Site Leader and as a Senior Manager of Service Excellence
• Spearheaded successful business development initiatives aligned with company's strategy and core competencies.
• Negotiated new annual contracts and service agreements with vendors.
• Worked closely with organizational leadership and board of directors to guide operational strategy.
• Documented processes and drafted SOPs to comply with regulations and company policies.
• Performed statistical analyses to gather data for operational and forecast team needs.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

Key Achievements:

• Reduced operational costs by 70% annually, saving approximately $2 million by operating from Cairo.
• Ability to handle up to a 50% spike in call volume during peak seasons without additional capital investment in infrastructure.
• Supported the expansion into 3 international markets within 6 months
• Customer satisfaction scores improved from 75% to 85% due to 6 days support availability and multilingual service.
• +15% gain in productivity, +5% gain in SLAs
• Improved new employee ramp-up efficiency by 25%

• Overseeing the customer service operations across EMEA, RU&CIS regions, including: KPIs, headcount planning and forecasts, AR / RU - content audit and localization, compliance, cost-efficiency, tools adoption and incentives and sales commission model implementation
• Led a Service Excellence team of 85+ agents and 10 specialists across Dubai, Moscow, and Cairo, delivering unrivalled customer service and executing projects to improve KPIs aligned with strategic goals.
• Analyzed market and consumer trends in the customer service domain, identifying growth opportunities and areas for customer experience enhancement.
• Collaborated with stakeholders across various units and geographies to address local challenges and contribute to global projects, ensuring a unified customer service vision on the FARFETCH platform.
• Coached and scaled the team, promoting career growth and potential realization, and managed a quality assurance program that included evaluations, audits, and customer surveys.
• Achieved the highest employee satisfaction and retention year-over-year since 2018, as evidenced by HUMU surveys.
  
  Key Achievements
  +20% YoY growth in quarterly phone orders value and +30% YoY growth in quarterly average conversion rate.
• launch of Whatsapp as a new channel.
• Yandex Market actions (RU | CIS) : number of reviews increased from 100 to 8k, the platform rating improved from 3.7 to 4.6
• Trustpilot actions (EMEA) : number of reviews increased to 36k , the platform rating improved from 2.8 to 4.3
• +25% gain in productivity, +20% gain in SLAs
• full adoption of the CS unit to remote work from home during the 2020 pandemic
• Designed and implemented a career growth program that facilitated internal promotion of 10+ top-performing CS agents into different departments within FARFETCH
• improvements to the internal reports to streamline the pre-alerts flow for DHL RU which resulted in the customs transit time decrease by 25%
• implementation of the auto-replies and proactive messaging to improve CX and decrease contacts per order by 50%

• Reporting to the VP CRM for the group
• Planned and delivered comprehensive CRM strategies across the company to boost customer retention and loyalty.
• Collaborated closely with the Principal to ensure the development and successful implementation of the ecommerce strategy and best-in-class executions.
• Assessed marketing campaign performance, optimizing and introducing new promotional ideas to increase sales.
• Designed and executed promotions specifically aimed at enhancing Loyalty member acquisition and retention, significantly increasing member contribution to store sales from approximately 45% to 75%.
• Created the customer care strategy and operating model for omni-channel retailing, encompassing iOS/Android platforms for digital enrollment in the loyalty program.
• Achieved +40% YoY in customer enrollment across all channels .
• Developed and updated Contact Centre Standard Operating Procedures (SOPs), aligning all business processes to the established framework.
• Designed and monitored training programs for the Loyalty/Retail contact centre, addressing development needs through creative methods.
• Established and managed a customer feedback program, handling over 3,000 monthly inbound queries across various channels.
• Integrated customer feedback mechanisms throughout the portfolio, leading the YouFirst program in terms of operational management.
• Managed the call center and customer support team for the Amber loyalty program, Mobile App, and Front desks, covering all GCC markets.
• Oversaw the hiring, recruitment, and training of store staff, including Department Stores customer care.
• Developed and provided training to numerous Store Managers on the loyalty program.
• Established monitoring procedures, corrective actions, and QA audits to ensure continuous improvement.
• Managed Brands On Demand Outbound Campaigns, Events, and guest lists, enhancing brand visibility and customer engagement.
• Identified, planned, and implemented key projects aimed at improving quality and increasing centre productivity.
• Assisted in creating work plans for starting a Contact Centre, sequencing activities for efficient operation from inception.
  

Portfolio: Al Tayer Group, Al Tayer Motors (Maserati, Ferrari, Ford, Land Rover, Jaguar), Al Tayer Real Estate, Al Tayer Retail (Harvey Nichols, Bloomingdales, Armani, Bottega Veneta, Coach, Balenciaga, Gucci, Alexander McQueen, DVF, Dolce & Gabbana, Emilio Pucci, Jimmy Choo, Areej, Bobbi Brown, Kiehl’s, Gap, Banana Republic, M&P, Boucheron, Bulgari, Pomellato, Aati, Ligne Roset, Crate & Barrel, Caffe Nero, Magnolia Bakery, More Café...) Omni Channel Brands: (Ounass.com , Nass.com , GAP.ae ,Nisnass.com and mamasandpapas.ae, ...)

• Collaborated with senior management to define project scope for launching a Contact Centre.
• Created a detailed work plan which identifies and sequences the activities needed to start the Contact centre.
• Developed, implemented, and monitored training programs tailored to the business needs.
• Produced client-specific guides and training materials, enhancing the learning experience.
• Conducted performance evaluations to ensure high standards of service.
• Provided leadership development trainings, fostering a culture of continuous improvement.
• Managed daily operations, including sourcing equipment, resource planning, and implementing strategies to meet service level agreements (SLAs).
• Organized staffing requirements, including shift patterns and staffing levels, to meet operational demands.
• Analyzed business, functional, and technical requirements to inform strategic decisions.
• Engaged in project team meetings, ensuring effective communication across technology teams and stakeholders.
• Designed, developed, tested, documented, and deployed high-quality solutions on the Salesforce CRM platform.
• Established quality assurance plans, conducting hazard analyses, and setting up monitoring procedures and audits to maintain high service standards.
• Generated regular reports to track project performance, identify achievements, and areas for improvement.
• Oversaw financial aspects of the operation, including accounting, costing, billing, and invoicing.
  

Worked with Multiple Technical LOBs for AT&T

• Led day-to-day operations of a technical campaign for AT&T, consistently exceeding key performance metrics and service levels.
• Formulated and executed business strategies, enhancing operational efficiency and client satisfaction.
• Strengthened client relationships and implemented a proprietary knowledge base solution, improving business unit consistency and value to the client.
• Analyzed performance data to ensure quality and productivity standards were met, motivating agents and team leads to achieve performance goals.
• Managed project for rebuilding the knowledge management platform, spearheading process improvements and front-line solutions.
• Drove service level improvements, transactional efficiencies, and cost management through innovative processes and procedures.
• Implemented incentive programs and monitored staff performance, leveraging expertise in workforce management and operational excellence.

• Oversaw daily operations of the contact center, leading a team of 4 Managers and 60 Agents.
• Implemented strategies for managing and improving performance among the bottom quartile representatives in customer satisfaction.
• Acted as an AT&T certified point of contact (POC) for workshops and trainings, supporting and developing the team managers
• Led service delivery sessions for new hires and conducted face-to-face final interviews for the U-verse Program, ensuring a high caliber of staff recruitment.
• Drove profitable results through effective team development, motivation, counseling, skills development, and product knowledge enhancement.
• Managed sales performance, accurately forecasting revenue streams and developing plans to ensure growth across all products.
  

• Managed a dynamic team of up to 75 agents with the support of 8 supervisors, driving sales through effective team development, motivation, and training.
• Focused on achieving profitable results by enhancing team skills, motivation, and product knowledge.
• Conducted comprehensive training and service delivery sessions for new hires during their first 45 days, ensuring they are well-prepared and integrated into the team.
• Led the recruitment process for the U-verse Program, including conducting face-to-face final interviews.
• Implemented and led a strategic sales plan to meet and exceed sales targets on a monthly, quarterly, and annual basis.
• Actively engaged in presenting and selling products and services to both new and existing clients, ensuring continuous growth and market penetration.
• Compiled monthly, quarterly, and annual market update reports, providing insights on new services, competitors, and business opportunities to inform strategic decisions.