AHMED ABDELHAKIM
Contact Center Manager
Profile summary
Data-driven and dynamic manager with 15+ years of cross-industry expertise in transforming call center operations, streamlining customer service workflows, and driving cross-departmental alignment, proven record of delivering measurable impact 30% efficiency gains, 28% boost in team performance, and 98% customer satisfaction - across real estate, aviation, and e-commerce sectors, skilled in process optimization, IVR design, escalation handling, and data-driven reporting, with additional strengths in IT systems, automation, and communication, recognized for bridging technical capabilities and business objectives through Oracle ERP, Tableau, Power BI, SQL, and Python, while mentoring teams, handling escalations with discretion, and building trust across leadership, fluent in Arabic, English, and French.
Key skills
Professional experience
Trained 75+ remote agents, improving satisfaction scores by 18% during pandemic operations. Cut onboarding time by 25% with interactive remote workshops.
Lead and oversee front-line and back-office contact center operations, ensuring SLA compliance and seamless customer experiences across sales, Authority, collections, and service teams. Designed and implemented a standardized request classification system, improving case routing accuracy and resolution speed. Enhanced interdepartmental collaboration by establishing clear escalation workflows and communication protocols. Monitor KPIs and performance metrics for 200+ active cases weekly, identifying trends and driving process improvements. Supervise daily operations (inbound/outbound calls, email, digital channels) ensuring SLA compliance. Act as escalation point for client issues, liaising with Sales, Handover, Legal, CRM for resolution. Initiated structured audit & findings log to track anomalies and enhance accountability.
- Lead and oversee front
- line and back
- office contact center operations, ensuring SLA compliance and seamless customer experiences across sales, Authority, collections, and service teams.
- Designed and implemented a standardized request classification system, improving case routing accuracy and resolution speed.
- Enhanced interdepartmental collaboration by establishing clear escalation workflows and communication protocols.
Led business continuity planning for Zayed International Airport, cutting emergency response time by 15% through cross-departmental protocol redesign. Achieved 100% audit compliance in 5+ safety audits by aligning EHSQ programs with UAE regulatory standards.
- Led business continuity planning for Zayed International Airport, cutting emergency response time by 15% through cross
- departmental protocol redesign.
- Achieved 100% audit compliance in 5+ safety audits by aligning EHSQ programs with UAE regulatory standards.
Delivered 98% passenger satisfaction by resolving 50+ daily inquiries and optimizing check-in and boarded 500+ travelers. Reduced documentation errors by 25% through improved verification processes for visas and health records.
- Delivered 98% passenger satisfaction by resolving 50+ daily inquiries and optimizing check
- in and boarded 500+ travelers.
- Reduced documentation errors by 25% through improved verification processes for visas and health records.
Boosted Q2 performance by 28% by analyzing 1,300+ customer interactions/month and revamping agent scoring criteria. Designed training modules with L&D teams, reducing onboarding time by 20% for 20+ agents.
Increased operational efficiency by 30% via robust data governance frameworks, ensuring full accuracy. Reduced data breach incidents through enhanced security protocols and employee awareness training.
Automated ETL workflows, saving 20+ hours/month in manual tasks. Enhanced engagement by 25% through interactive live Power BI dashboards.
Audited 100+ daily customer interactions for Dubai RTA contact center, boosting team productivity by 15%. Reduced attrition by 10% via reward initiatives and root-cause analysis.
- Audited 100+ daily customer interactions for Dubai RTA contact center, boosting team productivity by 15%.
- Reduced attrition by 10% via reward initiatives and root
- cause analysis.
Increased auction participation by 15% through dealer partnerships.
Optimized CRM workflows across 8 MENA countries, improving response time by 30%.
Enhanced contact center performance by 20% via root-cause analysis and coaching.
- Enhanced contact center performance by 20% via root
- cause analysis and coaching.
Delivered multilingual tech support (EN/FR/AR) to 500+ B2B/B2C clients, resolving 90% of cases on first contact.