Mahmoud Shawky Mahmoud,  Executive Vice President

Mahmoud Shawky Mahmoud

Executive Vice President

Technical Business Company ( Sharek )

Location
Saudi Arabia - Riyadh
Education
Doctorate, Global Management
Experience
19 years, 8 months

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Work Experience

Total years of experience :19 years, 8 months

Executive Vice President at Technical Business Company ( Sharek )
  • Saudi Arabia - Riyadh
  • My current job since September 2017

Managing client accounts and assisting in growth and development of staff as well as the overall company. This involves expanding and securing new business, managing project portfolio that meets or exceeds projections, and participating in the internal management of the company.

Internal Relationships
Develop junior staff to the next level by ensuring assigned staff fully understand projects, providing effective feedback (positive and critical), identifying and promoting growth opportunities for team Implement firm policies around recruiting, staffing, training and account management that result in top-notch client service as well as a positive work environment that fosters a pattern of long-term staff retention
Promote a positive environment for staff and identify, work with management to address any issues that are creating barriers to an optimal work environment for all staff
Provide feedback, advice and back up as needed to other members of senior staff team to ensure all senior staff has support needed to effectively run accounts and promote positive work environment

Attend and actively participate in senior staff meetings, offering ideas, insights and recommendations on firm policies, staffing, client service, new business and other topics that ultimately impact the overall the business quality
Manage workflow for yourself and all staff assigned to your team project team

External Relationships
Identify new business opportunities, participate in new business pitches and assist in drafting new business proposals
Expand and/or renew existing accounts
Maintain an extensive network of nonprofit and foundation connections that can be tapped for new business outreach, issue expertise, etc.
Develop and conduct trainings, including regular Spitfire trainings such as the Smart Chart as well as niche areas of expertise, such as collaterals or policy maker relations
Successfully run multiple accounts simultaneously, including managing work plans, client expectations

Customer’s doors opened:
Tele-finity CC company
Ministry of culture and information
Ministry of Interior
Ministry of defense
Royal Commission in Jubail
Mobily
National Guard Forces Hospital
PCCI
Inforfort
Etisalat Egypt
Sports Authority

Executive Vice President at Emerging Technology (2Share)
  • Saudi Arabia - Riyadh
  • September 2016 to November 2017

Participating on the president or CEO-led team that creates the organization's overall vision, mission, values, beliefs, and strategic goals.
Creating, communicating and implementing the organization’s vision, mission, and overall direction within areas of responsibility in all departments.
Leading, guiding, directing, and evaluating the work of other executive leaders including assistant vice presidents, senior directors, and managers.
Formulating and implementing the strategic plan that guides the direction of their business or their area of functional responsibility, such as developing the marketing strategic plan, in addition to implementing the overall strategic direction.
Achieving the organization's overall strategic goals and contributing to the sales and profitability requirements of the business as determined by the strategic plans.
Forming, staffing, guiding, leading and managing an organization of sufficient capability and size to accomplish the vice president's responsibilities and job requirements.

Overseeing the complete operation of an organization in accordance with the direction established in the strategic plans.
Evaluating success of the organization, does the organization achieve the overall success that was budgeted for, planned for, and strategically aimed to accomplish? If not, why not? And, if not, answer the question about how to get the organization back on track.

Maintaining awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standards, and so forth. Generally, seeking to stay in tune with any opportunities that the organization can leverage. Performing other responsibilities as assigned by the CEO.





Customer’s doors opened:
CITC (Saudi Arabia)
Ministry of Labor
Contact Center Company (CCC)
Medical Sector (Ministry of Defense)
STC
Mobily

Executive Vice President at Telework Company (TW)
  • Saudi Arabia - Riyadh
  • September 2016 to November 2017

Telework company is a telework solution and HR authorized service provider from Ministry of Labor MOL, where we are providing business solution to increase work from home
.
a caliber team is working to push KSA vision of 2030 to increase the number of women working power specially who work from home
Telework Company is one of 2Share group


Customer’s doors opened:
10’s of private customer and hiring more than 1400 Teleworkers allover Saudi Arabia in the private sector under the umbrella of ministry of labor

Business Development Director at 2ٍShare - Emerging Technology
  • Saudi Arabia - Riyadh
  • June 2015 to September 2016

For targeting new channels of business to the company, i work to improve organization’s market position and achieve financial growth. My role is to define long-term organizational strategic goals, builds key customer relationships, identifies business opportunities, negotiates and closes business deals and maintains extensive knowledge of current market conditions.

New channels invaded
http://www.ccc.net.sa/
Contact Center Company agreement with 2Share for a new call center outsourcing opportunity with revenue of 800.000 per year

http://telework.com.sa/
a new channel of business with Ministry of labor and its business delegated company Takamul to provide the Telework solution to the market which drove to make 2Share an authorized partner to provide telework inside Saudi Arabia

Call Center Projects Manager at 2Share Co, COPC® Certified Professional Manager - Silver Series at 2Share - Emerging Technology
  • Saudi Arabia - Riyadh
  • July 2011 to June 2015

More than 9 years’ successful experience in customer service and support with recognized strengths in account maintenance, planning/implementing proactive procedures to avoid problems in the first place.
• Possess solid computer skills.
• Ability to train, motivate, and supervise CS staff.
• A team player, acknowledged as “Total Quality Customer Service Professional.”
• Develop plan, conduct variance analyses, process call center project financial plans.
• confidentiality at a high level
• Very adhere to organizations policies and procedures
• Self-starter, ability to work with minimal supervision
• Ability to work according to a strict time schedule and meet deadlines
• Work with people from different ethnic backgrounds
• Ability to organize and prioritize multiple tasks quickly and accurately
• Excellent communication and interpersonal skills both in English and Arabic
• Good listener, excellent customer service abilities with positive attitude
• Work under pressure, resourceful and adaptable
• Good judgment and decision making abilities and time management
• Prepare status report, weekly health reports, traffic reports
• Customer service and call center consultant
• I give training on Customer service, communication soft skills, negotiation, body language
• preparing the surveys and call flows tress for the IVR’s
• preparing KPI’s according to the world class standards
• adjust "real time" to fluctuations in volume, handle time, adherence, etc.
• identify pitfalls and correct them for a high ROI
• Inbound phone service as well as inbound phone service metrics.
• Management of deferred or "non-phone" or "batched" transactions
• Understand costs from a contact center's view and techniques to improve efficiency
• High-performing benchmarks of recruiting, hiring, training, skills and knowledge verification
• Create charts and graphs for business
• Managing elements of forecasting, staffing and scheduling
• Measure and manage absenteeism & attrition

Projects Achieved:

1- Handling the full management of the call center of Ministry of labor KSA . September 2011 Till May 2013

• Handling full-fledged operations in the whole call center as of Building the location, hiring people, training, st management policies, quality management, HR and salaries, KPI, reporting and day to day tasks.
• Managing a team of 70 persons
http://www.mol.gov.sa/

2- Consulting building the Call Center of MG motors. January 2012 Till May 2013
• Helping MG motor in how to choose the right employees with the needed training and setting a guide lines on how to operate the daily tasks and sales.
• Number of team is 12
http://mgksa.com/

3- Call center and Customer Service consultant for AL JAZEERA Hospital in Al Riyadh. March 2013 Till September 2013

• Helping on establishing and managing operations of the new call center of the hospital.
• Number of team is 8
http://www.aljazeerahospital.com.sa

4- Call Center and Customer Service consulting for King Faisal Specialist Hospital, KFSH. November 2013 Till February 2013

Call Center and Customer Service consulting for King Faisal Specialist Hospital, KFSH
• Operation, Workforce management, reporting and strategic consulting.
• number of team is 20
http://www.kfshrc.edu.sa


5- CITC Call Center Staffing. August 2013 Till Present

Providing a highly trained outsourced agents to run the operations of the Communications and Information Technology Commission.

Keep tracking the Adherence and performance of the Agents to provide a high class service that meets the CITC level of professionalism.
http://www.citc.gov.sa/Arabic/Pages/default.aspx

Customer Service/Call Center Supervisor at Orbit Showtime Egypt-OSN
  • Egypt - Cairo
  • February 2007 to May 2011

• My job as Customer Service supervisor is a highly focused position to ensure that the organization understands and satisfies its customer's requirements. I helped in developing customer service policies and procedures for an organization and handle face-to face complex inquiries from customers. A Customer service assistant manager's main aim is to provide fantabulous customer service.
• Accountable for authorization of new customers accounts in Egypt and north Africa premises including overall customer satisfaction.
• Managed team of 30 of professionals.

Administrator in security and public Relationship department at Misr Sound and Light Company
  • Egypt - Cairo
  • January 2005 to February 2007

• Accountable for welcoming the tourists in the area of pyramids and sphinx including overall customer satisfaction.

Coordinator of the office of the cultural activities at The American University in Cairo (AUC)
  • Egypt - Cairo
  • June 2004 to February 2005

Coordinator of the office of the cultural activities and how to solve A U C community problems in the office of student's development. Administrator of the office of student's development (student's affairs). I did work perfectly which led the administration to reward me with formal certificate recommended me to work on any of institution in Egypt

Education

Doctorate, Global Management
  • at Eslsca Business School
  • January 2022

DBA Student

Master's degree, Global management
  • at Eslsca
  • May 2013

Master Study in Global Management

Higher diploma, Call Center Full Management Operations world certification
  • at COPC® Certified Professional Manager - Silver Series
  • May 2013

1) Knowledge of the Contact Center Industry 2) Inbound Phone Service Management and Metrics 3) Cost, Efficiency & Productivity Metrics and Management 4) WFM Introduction: Forecasting, Staffing, and Scheduling 5) WFM Introduction: Real Time Management 6) Quality in the Contact Center: Common Pitfalls and How to Avoid Them 7) Customer Satisfaction and Dissatisfaction 8) Deferred Transactions (Back Office) Management and Metrics 9) Recruiting, Hiring, Training, Skills and Knowledge Verification 10) Good Graphing Tips for Contact Center Professionals 11) How to Review Data and Reporting with CUIKA 12) Measuring & Managing Absenteeism and Attrition

Bachelor's degree, English Language and Education
  • at Ain Shams University
  • September 2004

Specialties & Skills

Call Center Development
Profit Center Management
Negotiation Training
Time Management
Team Management
Providing help and advice to customers using organization's products or services
• Adjust "real time" to fluctuations in volume, handle time, adherence, etc
• High-performing benchmarks and practices in the key areas of recruiting, hiring, training
• Managing elements of forecasting, staffing and scheduling
Train staff to deliver a high standard of customer service
Create attractive, impactful charts and graphs in the contact center
Measure and manage both absenteeism and attrition
Identify pitfalls and correct them for a high ROI
Keeping accurate records of discussions or correspondence with customers
• Management of deferred or "non-phone" or "batched" transactions
Developing customer service procedures, policies and standards for the organization
• Inbound phone service as well as inbound phone service metrics
Developing feedback or complaints procedures for customers to use
Investigating and solving customers' problems
Communicating courteously with customers by telephone, email, letter and face to face
Handling customer complaints or any major incidents
Analyzing statistics or other data to determine the level of customer service
MIS reporting
Advanced Pricing

Languages

English
Expert
Arabic
Expert

Memberships

COPC
  • International Course Certified
  • December 2013

Training and Certifications

Certificate of Completion of Training in Virtual Office Customer Portal (Certificate)
Date Attended:
June 2014
Valid Until:
January 9999
COPC® Certified Professional Manager - Silver Series (Certificate)
Date Attended:
November 2013
Valid Until:
December 2013
PMP Completion Credit hours (Certificate)
Date Attended:
August 2012
Valid Until:
August 2012
Certificate of Completion PMP boot Camp (Certificate)
Date Attended:
August 2012
Valid Until:
August 2012
Leading and coaching management workshop through Innovative organization ,Agenct of Florida Universi (Certificate)
Date Attended:
May 2008
Valid Until:
May 2008

Hobbies

  • • Reading • Management , business and economy books • Checking the news in the world specially the e