Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mohimen Elsharkawy

Sr. COPC Implementation Manager
Riyadh,01

Summary

I've been in the BPO industry for more than 10 years in supporting Leading various brands in different verticals to connect with their customers in the simplest, fastest, and safest way possible.

My Experience enables me to help organizations in optimizing processes, reducing costs, and enhancing operational efficiency.

Seeking operational excellence through implementing continuous improvement initiatives, adopting Lean six Sigma methodologies, COPC standard requirements' implementation, and leading cross-functional teams to achieve organizational goals.

Overview

10
10
years of professional experience
1
1
Certification

Work History

SENIOR OPERATION EXCELLENCE MANAGER

AlasilaCX
09.2022 - Current
  • Leading the implementation of COPC standards and best practices in AlasilaCX.
  • Acting as the point of contact during the structured support process of COPC implementation.
  • Create internal operational processes and procedures to enhance the efficiency of contact centre operations, and comply to COPC requirements.
  • Perform monthly Audits for different functions and ensure compliance through Audit reports and action plans creation and delivery to concerned stakeholders.
  • Work with operations and supportive functions teams to identify areas for improvement, developing and implementing process enhancement initiatives.
  • Use DMAIC and Lean Six Sigma probem solving methodologies to drive contineous improvement.
  • Lead monthly performance review per department, prioritize Key performance indicators to analyze and coduct performance enhancement initiatives.
  • Overseeing and improving the day-to-day operations of the contact center services.
  • Support management to run the call center services smoothly and effectively by suggesting process enhancements, recommendations, and best practices.

PROJECT & CLIENT RELATIONSHIP MANAGER

Teleperformance Egypt
03.2022 - 09.2022
  • Shared services project manager for a major Retail client in KSA managing all HR and Finance job families through collaboration between Teleperformance employees and client points of contact in KSA, Jordan and Egypt.
  • Project and client relationship Manager for a leading financial services client in KSA managing HR servies and facility management related to the clients' employees working on site.
  • Cloud Campus Manager for any collaborative business between Teleperformance Egypt and other Teleperformance subsidiaries worldwide.
  • Responsible for the entire implementation process for new acquired projects by Teleperformance following cloud campus module (Virtual Operation business model starting project implementation till operations management).
  • Managing Hiring of different resources required by different clients for HR and Finance roles.
  • Managing Daily and monthly P&L and financials for shared services projects.


BUSINESS DEVELOPMENT MANAGER

Teleperformance Egypt
10.2021 - 03.2022
  • Identify and qualify potential clients locally and internationally.
  • Develop compelling proposals that highlight benefits, costs, and competitive advantages.
  • Analyze clients' business needs and challenges to tailor customized BPO solutions.
  • Negotiate contracts and finalize terms with clients to secure deals.
  • Wrok on internal business solutions and enhance business operations.
  • Collaborate with all contact center operation functions to support achieveing business objectives and client acquisition.
  • Build strong relationships with new and existing clients based on trust and communication, maintain regular contact with clients, understanding their evolving needs and expectations, and proactively address client concerns and ensure satisfaction with delivered services.
  • Upsell and cross-sell additional BPO services to drive increased revenue.
  • Research and identify opportunities for business growth, market penetration and expansion.

ASSISTANT TRAINING MANAGER

Teleperformance Egypt
11.2020 - 10.2021
  • Support Training Manager in managing training team of more than 100 member (Training Leads-Trainers), and department performance.
  • Create the training plan monthly, quarterly, and annually based on hiring plan and ensures resources availability, communicates Training plans with clients & internal stakeholders.
  • Use Lean Six Sigma & DMAIC methodologies & analytics and work on accomplishing measurable business process improvements.
  • Ensure ongoing development of Training content & agenda to meet expected results, review and approve developed training content.
  • Sets action plans to improve training efficiency based on wave over wave results, and Trainees learning curve analysis.
  • Work with Training Leads, Operations, & Clients to identify training needs based on KPIs Opportunities & conduct TNA, on quarterly basis.
  • Ensure Monitoring of OJT Daily performance reports for New Hires & ensure action plan is created & implemented, ensure sufficient/proper OJT support by Training Leads, Trainers and designated SMEs.
  • Ensure that Training leads are analyzing new hires performance during OJT period and create instant action plans for improvement with senior Trainers and Operations.
  • Ensure proper assessment process is in place together with assessment team and Operations for the recruitment & selection of trainers and Training Leads.
  • Follow up on Minimum Skills verification (MSV) test for all accounts on annual basis or when required per account, follows up on MSV analysis, outcomes & sets Action plans for contineous improvement.
  • Design & present Quarterly/ Monthly Training reviews, showing the success and challenges of the training team per project.
  • Responsible for team development, sets annual development plans for Trainers and Training Leads for Skills improvement.
  • Lead new hires success meetings (Meeting between training, operations, qulity and recruitment to review newly hired employees' performance and provide training solutions for challenges.
  • Measure training effectiveness through the 4 level of Kirkpartick and manage Training quality.
  • Ensure calibration between Quality dept. and Training during both internal & external calibrations.
  • Responsible for high-level client communication, Project Status reporting, attending Kickoff client meetings, and support project management during projects implementation Managing Client logistics.
  • Monitors and audit implementation of BEST T&D processes (Baseline enterprise standartds of
  • Teleperformance for Training and Development) and COPC requirements.

TRAINING TEAM LEAD

Teleperformance Egypt
08.2019 - 11.2020
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.
  • Managed team of 12 trainers, mentoring and working on their skills and development towards better performance through training observations, coaching competency sessions, team and personalized development plans.
  • Worked with internal and external clients, alongside with business stack holders such as (Recruitment, Allocation, On-boarding, Operations, Quality assurance, Assets, Facilities, Business development)
  • Best T&D (Baseline enterprise standards of Teleperformance Training and Development) process implementation and certification through global audit team.
  • TOT and FOF (Fundamentals of facilitation) sessions Delivery for new hired trainers.
  • Woek closely with operations, conduct weekly performance analysis for new hires, training need analysis for production floor and create follow up action plans to help meet operational performance indicators.

SALES AND CUSTOMER SERVICE TRAINER

Teleperformance Egypt
05.2017 - 08.2019
  • Successfully trained 15+ tele sales Batches at Teleperformance for multinational leading online travel
  • agency account.
  • 95% average achievement score for levels 1,2,3,4 according to Kirkpatrick training effectiveness
  • standards.
  • Achieved highest Conversion rate for new hired batch since account launched in Teleperformance with 43% conversion rate within 8 years.
  • Influenced improving sales training process, to help steering performance towards better direction.
  • Accumulated 3000+ training hours.
  • Delivered 10+ customer service batches from soft skills, product knoeldge, process, policies, tools, and culture training.


SALES REPRESENTATIVE

Teleperformance Egypt
05.2015 - 05.2017
  • Sales Representative for the biggest worldwide online travel agency supporting Canadian customers booking all types of travel products (Flights, Hotels, car rentals, vacation packages, activities, and all inclusive packages).

Education

Bachelors - Geophysics

Mansura University Faculty of Science
Mansura
07-2013

Skills

  • Business Process Optimization
  • Advanced Analytics
  • Business Communication
  • Leadership & Team Management
  • Stakeholder Management
  • Client Management
  • Performance and KPI Management
  • Business Coaching
  • Presentation Skills

Certification

COPC INC. LEAN SIX SIGMA FOR CONTACT CENTERS YELLOW BELT CERTIFIED COPC Inc. November 2020

Internal Certification by COPC & Teleperformance Collaboration


COPC® BEST PRACTICES FOR CUSTOMER EXPERIENCE OPERATIONS CX PERFORMANCE LEADER 6.2 COPC inc. https://certificates.copc.com/5efa6562-f7bc-45b6-9ef3-861138cc8617#gs.brm9b6 January 2021

Credential ID 28237058


COPC INC. LEAN SIX SIGMA FOR CONTACT CENTERS GREEN BELT CERTIFIED COPC inc. https://certificates.copc.com/bfcd0fa5-fc87-4c94-9ff5-ec776600df7d#gs.4oryia February 2021

Credential ID 50633244


COPC® BEST PRACTICES FOR CUSTOMER EXPERIENCE OPERATIONS CX PERFORMANCE LEADER 7.0 COPC inc. https://certificates.copc.com/b1e2060d-8544-480b-aceb-80877dcef873#gs.brp8w3 May 2024

Credential ID 106499912


COPC® SERVICE JOURNEY THINKING CERTIFIED PROFESSIONAL MANAGER COPC inc. https://certificates.copc.com/64dc43a2-7b94-456e-97ab-068d4fbb02e0#gs.brpba8 June 2024

Credential ID 108050337


COPC® BEST PRACTICES FOR DIGITAL ASSISTED CUSTOMER EXPERIENCE COPC inc.

In Progress


COPC® DATA ANALYSIS FOR CONTACT CENTERS

In Progress

Timeline

SENIOR OPERATION EXCELLENCE MANAGER

AlasilaCX
09.2022 - Current

PROJECT & CLIENT RELATIONSHIP MANAGER

Teleperformance Egypt
03.2022 - 09.2022

BUSINESS DEVELOPMENT MANAGER

Teleperformance Egypt
10.2021 - 03.2022

ASSISTANT TRAINING MANAGER

Teleperformance Egypt
11.2020 - 10.2021

TRAINING TEAM LEAD

Teleperformance Egypt
08.2019 - 11.2020

SALES AND CUSTOMER SERVICE TRAINER

Teleperformance Egypt
05.2017 - 08.2019

SALES REPRESENTATIVE

Teleperformance Egypt
05.2015 - 05.2017

Bachelors - Geophysics

Mansura University Faculty of Science

Similar Profiles

CREATE PROFILE
Mohimen ElsharkawySr. COPC Implementation Manager