Mohamed Attia
Dubai
Summary
Experienced Senior Operation Supervisor with a strong background in leading large teams and delivering exceptional customer service in dynamic environments. Proven track record of optimizing operations, improving customer satisfaction, and achieving business objectives. Skilled in team leadership, process improvement, and strategic planning. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
16
16
years of professional experience
Work History
Senior Operation Supervisor
Roads and Transport Authority Dubai
01.2023 - Current
- Lead a team of +200 advisors and 10 Team Leaders to support Roads and Transport Authority Dubai customers, achieving best-in-class customer experience metrics (NPS, CFM, CE, Quality ...)
- Manage and oversee departmental policies and procedures to optimize resources and effectively respond to customer requirements
- Develop and implement plans of action to ensure operational effectiveness, efficiency, and continuous delivery of business and customer experience objectives (Service Delivery, KPI Scorecards, Complaints Reduction, Adherence, Attrition ...)
- Develop forums and mechanisms to address customer experience concerns and foster a customer service culture through staff development programs
- Assess customer feedback and improve procedures accordingly to ensure consistently high customer satisfaction against predefined goals and criteria
- Assist senior management with preparing and analyzing department budgets, including short and long-term forecasts and plans.
Quality Assurance Senior Lead
Q QUESS Business Group
01.2018 - 01.2023
- Oversaw performance monitoring of call center agents across multiple sites in UAE and international locations (Egypt), maintaining consistent quality standards
- Provided detailed, clear, and professional performance feedback to call center team leaders, implemented corrective actions and improvement plans
- Tracked and reported on recurring issues, analyzed data to measure customer satisfaction rates, and identified trends to inform strategic decisions
- Led monthly audits and calibration sessions with partners, evaluated QA team qualifications and addressed knowledge gaps through training programs
- Developed and delivered advanced soft skills and process training sessions to improve advisor performance and service quality
- Mentored call center supervisors, fostering a culture of continuous improvement and high-quality customer service.
Quality Assurance Specialist
Q QUESS Business Group
01.2015 - 01.2018
- Monitored the performance of call center agents across multiple sites in UAE and international locations (Egypt), provided professional performance feedback and communicated it to call center team leaders
- Tracked common issues, measured customer satisfaction rates, and identified areas for improvement
- Conducted monthly audits and calibration sessions with partners to assess QA team qualifications and ensure alignment with standards
- Delivered soft skills and process training sessions to enhance advisor skills and knowledge
- Cascaded new processes and conducted briefing sessions to update team members on best practices.
Workforce & Real Time Analyst
Vodafone International Services
01.2015 - 01.2018
- Advised business units on scheduling, labor management, and leave management to optimize operational efficiency
- Analyzed staffing data to inform workforce management decisions and made strategic staffing recommendations to senior management
- Reviewed intraday contacts and performed staff calculations to ensure adequate staff availability and enhance service levels
- Collaborated with business units to develop effective scheduling practices and ensure compliance with labor laws and company policies.
International Account Team Leader
Vodafone International Services
01.2011 - 01.2015
- Led and mentored a team of 13 international account managers, optimized client relations, and ensured exceptional service delivery
- Provided personalized coaching and development resulting in an 80% improvement in team performance
- Collaborated with senior management on career development initiatives, performance management, and training programs
- Partnered with the quality management team on continuous improvement projects in network billing processes
- Executed autonomous decisions to foster a culture of effective performance management and drive team accountability.
Customer Service Representative
Vodafone International Services
01.2008 - 01.2011
- Provided world-class customer service to Qatari customers, including high-value and royal family clients
- Proactively improved processes and procedures to enhance customer service
- Communicated positively with all parties to ensure the delivery of distinguished service
- Mentored and supported new employees.
Education
Bachelor of Business Management - Commerce And Business Management
High Institute of Cooperative Union And Managerial
Cairo09.2009
Skills
- Leadership
- Team Management
- Customer Experience Management
- Performance Management
- Process Improvement
- Budget Management
- Training and Development
- Quality Assurance
- Strategic Planning
- Communication Skills
- Customer Relations
- Staff Training and Development
Languages
English
Timeline
Senior Operation Supervisor
Roads and Transport Authority Dubai
01.2023 - Current
Quality Assurance Senior Lead
Q QUESS Business Group
01.2018 - 01.2023
Quality Assurance Specialist
Q QUESS Business Group
01.2015 - 01.2018
Workforce & Real Time Analyst
Vodafone International Services
01.2015 - 01.2018
International Account Team Leader
Vodafone International Services
01.2011 - 01.2015
Customer Service Representative
Vodafone International Services
01.2008 - 01.2011
Bachelor of Business Management - Commerce And Business Management
High Institute of Cooperative Union And Managerial
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