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amr shaallan, Contact Center Customer Excellence Team Leader (Customer Service / CX Manager Equivalent)

amr shaallan

Contact Center Customer Excellence Team Leader (Customer Service / CX Manager Equivalent)·Whizpay Technology LLC (Whizmo)

United Arab Emirates

Diploma, Electronics And Computer Science

Work experience

Total years of experience: 10 years, 3 months

Contact Center Customer Excellence Team Leader (Customer Service / CX Manager Equivalent)

October 2024 - Present

Whizpay Technology LLC (Whizmo)

Dubai, United Arab Emirates

October 2024 - Present

• Collaborated cross-functionally with Sales, Marketing, Ops, Compliance, and IT to optimize customer journeys
and resolve escalations.
Company industry:
Financial Services

Contact Center Supervisor (Customer Support Supervisor)

April 2020 - September 2025

Dubai Health Authority (DHA)

Dubai, United Arab Emirates

April 2020 - September 2025

• Supervised 25 agents across inbound/outbound calls, chat, email, and social media while ensuring SLA
compliance.
Company industry:
Public Administration

Sales Supervisor

January 2018 - January 2020

Green Towers Group

Alexandria, Egypt

January 2018 - January 2020

• Directed sales team to achieve monthly KPIs while maintaining high-quality customer engagement.
• Performed QA audits on calls, chats, and emails, optimizing conversion and service standards.
• Collaborated with Marketing to align sales strategy with promotional campaigns, ensuring consistent target achievement.
Company industry:
FMCG

Corporate Sales Executive (B2B Account Manager)

January 2016 - January 2018

Vodafone Egypt

Alexandria, Egypt

January 2016 - January 2018

• Identified and secured B2B opportunities, expanding corporate client portfolio and revenue streams.
Company industry:
Telecommunications

Education

Industrial High School

January 2009

January 2009

Diploma, Electronics And Computer Science

Egypt

Skills

CUSTOMER JOURNEY MAPPING
Intermediate
CUSTOMER JOURNEY MAPPING
Intermediate
CUSTOMER ANALYTICS
Intermediate
CUSTOMER ANALYTICS
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
FINANCIAL TECHNOLOGY FINTECH
Intermediate
FINANCIAL TECHNOLOGY FINTECH
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
QUALITY MONITORING
Intermediate
QUALITY MONITORING
Intermediate
TEAM MANAGEMENT
Intermediate
TEAM MANAGEMENT
Intermediate
TELECOMMUNICATIONS
Intermediate
TELECOMMUNICATIONS
Intermediate
WORKFORCE OPTIMIZATION
Intermediate
WORKFORCE OPTIMIZATION
Intermediate

Languages

English

Beginner

Arabic

Beginner

Training and Certifications

Certifications
Six Sigma Yellow Belt – Process Improvement & Quality Management
– Global Diploma in Contact Center Services (Customer Service Certification)
Continuing Professional Development: CX, Quality Assurance, Leadership Training

Hobbies and interests

Chess, basketball and learning

To reach the Director level in facility management