Mohannad Aleid

Passionate about driving operational excellence, revenue growth, and fostering top-performing teams. Throughout my career, I have successfully led multifaceted initiatives across diverse regions, consistently meeting and exceeding targets.
Key Accomplishments:
• Operations Leadership: Orchestrated the seamless transfer of operations, led cross-functional teams, and ensured compliance with operational metrics. Recognized for financial stewardship and industry awards.
• Revenue Maximization: Spearheaded call center operations, designing custom strategies for maximizing revenue from all streams. Consistently achieved annual revenue targets and initiated strategic outbound campaigns for enhanced performance.
• Strategic Project Management: Directed transformational projects affecting all aspects of call centre operations with highlights including digital transformations of service operations, customer-centric company vision transitions, and long-term revenue optimization strategies.
• Team Management: Managed teams of 100+ agents, ensuring exceptional service delivery and exceeding KPI targets. Empowered senior members for increased involvement in management, boosting morale, knowledge-sharing, and performance.
• Contact Center Leadership: Scheduled and led contact center teams across multiple regions, achieving monthly targets and optimizing staffing levels through effective forecasting.
• Training and Development: Coached and trained Customer Care Advisors, created structured development plans, and efficiently onboarded new agents to quickly reach performance standards.
Let's connect to discuss strategies for operational excellence, revenue growth, and team development. Open to networking and exploring new opportunities in the dynamic field of call center operations and customer care leadership. #OperationalExcellence #RevenueMaximization #CustomerCareLeadership

OSN, Amman, Jordan                                                                                                                             2018 – 2023

Revenue Senior Manager – Contact Centre

Cooperated on the transfer of operations from UAE to Jordan, contributing to the selection of a new location, introduction of IT infrastructure, and team recruitment. Directed 100 cross-functional personnel (new sales, relationship management, customer service, and operations) across Jordan and Egypt, overseeing teams’ performance and development programs.  Closely monitored and analysed operational and revenue metrics to introduce corrective action and/or strategy improvements, ensuring full compliance with metrics.

• Planned and launched a long-term strategy for the diversification and improvement of call centre revenue generation streams – maximized revenue through sales-focused inbound/outbound client communications, leads upselling, improved client retention, and reduction in churn.
• Shifted company vision towards 100% focus on customer service experience and journey, integrating newest trends in customer experience management and customer success.
• Trained all personnel and motivated them to embrace customer-centric values.
• Project managed the transition from Avaya to Geysis dialers; oversaw configuration, team training, and operation.
• Strengthened profitability and compliance with financial targets through strict controls over call centre budgeting.
• Recruited and cultivated top performing cross-functional sales, customer service, and support teams.
• Collaborated on the digital transformation of customer service operations, adding online support teams and online service solutions to traditional inbound and outbound operations.
• Contributed to the wining of “Best Mega Call Centre >300 Seats” and “Call Center of the Year (Strategically Aligned) at the Insights Middle East Call Center of the Year Awards. 

OSN, Dubai, UAE                                                                                                                              8/2017 – 5/2018

Customer Service Manager - Revenue

Spearheaded call centre operations with full accountability for the design and execution of custom strategies and tactics aiming at maximizing revenue from all current streams. Analysed KPIs and metrics to identify opportunities for improvement and promoted continuous improvement of inbound/outbound call processes to seize every opportunity for sales growth. 

• Consistently achieved annual revenue targets throughout almost entire tenure at position.
• Created and initiated strategic outbound campaigns that enhanced monthly, quarterly, and yearly revenue performance. 

OSN, Dubai, UAE                                                                                                                              1/2017 – 7/2017

Customer Service Manager - Inbound

Successfully managed a team of 45-55 agents, overseeing daily operations and ensuring the delivery of exceptional service to clients. Developed and monitored key performance indicators (KPIs), consistently meeting and exceeding set targets. Conducted quality and performance reviews and partnered with other teams to pinpoint gaps and increase customer retention.

• Transformed the inbound team, empowering senior members and enabling them to get more involved in management, boosting morale, knowledge-sharing, and performance.

OSN, Dubai, UAE                                                                                                                            5/2015 – 12/2016

Revenue Team Manager – Contact Centre

Scheduled and led the contact centre team (UAE, Egypt, and KSA) towards the achievement of all monthly targets including response time, resolution time, and overall service quality. Forecasted customer contact volumes to ensure adequate staffing levels. Oversaw team support, training, and coaching to amplify efficiency and quality. 

• Consistently met all set targets throughout tenure.

OSN, Dubai, UAE                                                                                                                            12/2013 – 5/2015

Coach – Contact Centre

Coached and trained Customer Care Advisors to handle different types of customers and deliver first class customer service. Created and implemented structured development plans for the contact centre teams and focused on continuous program improvement.

• Onboarded and prepared dozens of new agents to quickly reach expected levels of performance and compliance with company standards.

Bachelor’s Degree in English Literature

Damascus University, Syria