Khaled Salem

Managed full product lifecycle — from idea to launch and continuous improvement.
Worked with cross-functional teams to build and upgrade internal tools (CRM, ticketing, dashboards, and apps).
Turned business and operational needs into clear product plans and priorities.
Used customer feedback and performance data to identify and deliver product improvements.
Led digital transformation projects to automate workflows and boost service speed.
Coordinated with operations, marketing, and support teams to roll out new features smoothly.
Tracked KPIs to measure results in customer satisfaction, response time, and efficiency.
Trained teams across departments on new systems and product updates.

Directed a large-scale operation, managing a team of 40 employees and 200 drivers to ensure seamless
collaboration and project delivery.
Achieved a 12.5% cost reduction by restructuring the operations department and streamlining Standard Operating
Procedures (SOPs).
Boosted productivity by 12% through rigorous monitoring and improvement of key performance indicators (KPIs).
Launched new food delivery service line, successfully expanding offerings and increasing revenue.
Oversaw daily app operations, guaranteeing efficient and smooth execution from order placement through final
delivery.
Mitigated operational risks, including compliance failures, safety incidents, and business disruptions.
Mentored and developed the entire operational team, including Supply, Call Center, Dispatch, and Catalog
departments.
Established and executed operational strategies and SOPs, ensuring alignment with overarching company goals
and high-quality standards.

Led high-performing team of 20 customer service professionals, ensuring compliance and performance standards.
Reduced customer service costs by 14% through app enhancements and process optimization, resulting in an 11%
decrease in call volumes
Drove 20% improvement in customer satisfaction (CSAT) by implementing NPS/CSAT systems and targeted service
enhancements.
Decreased customer complaints by 6% through targeted training and streamlined escalation processes
Developed and executed customer service strategies, improving retention and aligning operations with key
business objectives.
Analyzed customer feedback and trends to identify key improvement opportunities and optimize workflows.
Managed team performance and KPIs, including response times, resolution rates, and customer satisfaction.
Forecasted staffing needs based on volume trends and business growth to maintain service levels.

Supervised and motivated a team of 20 content moderators, ensuring consistent performance and high morale.
Maintained 100% compliance with platform guidelines, community standards, and legal requirements
Managed team performance against client service (SLAs), setting clear goals and expectation standards.
Tracked critical metrics review accuracy, processing time, and adherence to drive performance improvements.
Collaborated with Quality Assurance to conduct regular audits and ensure the accuracy of moderator decisions.
Developed and implemented protocols for handling and escalating critical content according to client and legal
standards.
Identified workflow inefficiencies and proposed improvements, enhancing team productivity.
Delivered detailed reports on moderation trends, team performance, and strategic improvement plans to
stakeholders.

Recognized as the leader of the Best Call Center in the Middle East by the Call Center Awards 2019.
Led, coached, and motivated a large team of 60 employees
Ensured high service delivery and customer satisfaction (CSAT) by continually monitoring operational performance.
Analyzed customer feedback and trends to implement data-driven process improvements, significantly enhancing
user experience.
Tracked and optimized (KPIs), including First Call Resolution (FCR) and Average Handling Time (AHT).
Prepared comprehensive performance reports for senior management, detailing achievements and strategic
improvement areas.
Contributed operational insights to strategy meetings, directly influencing business decisions.
Resolved internal team conflicts, fostering a positive, collaborative, and high-performing work environment.