محمد العدوان

• Lead contact centre strategy and daily operations across voice, email, chat and social media
(customer-support only).
• Oversee a high-volume operation (20, 000+ tickets/day), set SOPs and manage escalation workflows to
ensure timely resolution.
• Develop and deliver a scalable roadmap focused on improving service levels, customer experience and
cost-efficiency.
• Introduced training, process improvements and automation that increased CSAT by up to 25% and reduced
AHT by 18%.
• Delivered an organisational redesign that optimised headcount while improving response times and overall
contact centre performance.
• Conducted systematic reviews of internal systems and automated repetitive agent tasks, reducing manual
workload and ticket volumes.
• Proposed and implemented chat and response-quality enhancements (templates, routing and escalation
rules) that lowered ticket inflow and improved customer satisfaction.
• Led pilots and research into AI-driven solutions (virtual assistants, smart routing, knowledge suggestions) to
boost efficiency and accuracy.
• Established end-to-end monitoring to detect operational gaps, capture customer feedback and coordinate
improvements with product and operations teams.
• Maintained continuous feedback loops with relevant departments to enhance system stability, product quality
and the customer experience.

- The Focal Point between the Company and the client
- handling the Client requests
- Make sure that the Customer Service Channels operations (Call Center & Branch’s) KPIs achieved according to the plan.
- Monitoring the Centres Performance and raise correction actions on spot.

• Set up a new call centre, managed vendor selection and implemented telephony and ticketing systems.
• Established KPIs and improved cross-team processes to reduce escalations and improve handoffs.
• Coached leaders and frontline staff on service standards and quality measurement.

• Career progression: Advanced through multiple operational and project leadership roles (Operations
Supervisor → Project Manager → Contact Centre Operations Manager), overseeing increasing scope and
complexity across projects and clients.
• Managed simultaneous projects across regions and clients (in-country and cross-border), coordinating
multi-vendor setups and ensuring consistent service levels across sites.
• Operated as a primary point of contact between client stakeholders and delivery teams, translating business
requirements into operational plans and SLAs.
• Managed both voice and omnichannel implementations (IVR, ACD, telephony integrations, chat, email, social
media), ensuring seamless routing, CRM integration and reporting.
• Owned KPI governance across projects with tailored SLAs and performance frameworks per client (AHT,
FCR, CSAT, SLA attainment, occupancy, adherence, shrinkage and forecast accuracy).
• Led workforce management and forecasting for multi-site operations, improving forecast accuracy and
capacity planning to meet peak demand and SLA targets.
• Directed quality assurance programmes including QA scoring, speech analytics, calibration sessions and
agent coaching to raise service consistency.
• Delivered reporting automation and dashboarding to provide real-time operational visibility to clients and
senior management.
• Managed change and project delivery for new system rollouts, vendor integrations and process
transformations while minimising disruption to service.
• Coached and developed team leaders and supervisors, established SOPs and evaluation frameworks aligned
to COPC/ISO practices and client requirements.
• Maintained strong client relationships, handling escalations, driving root-cause analysis and ensuring
continuous improvement in customer outcomes.

* Contact Management Centers experience (Sep. 2009 - Present):

Jun 2015 - Present : Project Manager for Government Company -AL Riyadh .

 Nov. 2012 - May 2015: operations Supervisor in Extensya - KSA ( Zain KSA Project) (Telecommunications)
Operations Supervisor Tasks:

• Ensures that daily operations achieve service targets and KPIs and shift resources among teams
• Ensures focus on the achievement of income generating activities and the maintenance of performance service standards.
• Analysis of call volume on continuous basis to make recommendations if more staff is required or if change of process will assist in meeting Service Level Agreements (SLA’s).
• Provides comprehensive and knowledgeable information and service to internal and external customers regarding all products and services
• Maintains professional tools and facilities to achieve the department target and Objectives.
• Organizes resourcing and load balancing during the shift intervals
• Resources allocations through different functionalities inbound out bound campaigns.
• Coach, assist and monitor all the Team Leaders work tasks and make sure they meet the targets
• Manages the CSR’s leaves, Switching, and Time off
• Follow up on team leaders’ activities, duties and responsibilities for all issues related to their teams’ results and improvement
• Assist in fine-tuning and implementation of Policies and Procedures.
• Work closely with management to achieve team and department goals
• Coordinates with the Training Department to prepare training plans for new recruits and maintains training schedule.
• Supervise shift personnel in daily operations
• Coordinating with other departments
• Reports all system errors, bugs, Daily events, general events and feedback all responsible persons about any problems
• Providing timely notification to management of negative trends, urgency of issue, or extent of required follow up
• Participates in all system requirements
• Provide the Contact center manager with the necessary feedback regarding the department’s deficiencies and training requirements. Or any other issues.
• Follow up and implementation for all operational issues
• Make sure Agent KPIs updated and visible to the agent on daily basis .
• Group meeting with the agents to get feedback about the work environment.
• Deliver HR actions to the agents.
• Review all data related to the agents Payroll at the end of each month ( NS, Sick leaves, agent Bonus, OT, unpaid leaves ) and send it to the concerned parties .
• arrange for new comers interview and filtering the candidates
• Follow the training plan and new comers attendance.
• Follow with operation support the required process in order to prepare the system users and Agents
• Follow the QA daily Tasks (Invalid TKTs, Disconnected calls, Long calls, Invalid Holds)
• Follow Females agents and Team leaders KPIs .
)

Fly Dubai CC team leader handling the following Tasks :
on-floor supervisor for a group of agents, providing them with the necessary support and making sure that the work flow is going as planned, monitor and follow the team result in weekly and monthly basis.
The Customer Service Representative or the Customer Service Senior Representative (Contact Center Agent) is responsible for direct communication with the End Customer to ensure that the Customers’ needs are met with accordance to the company quality standards and guidelines, and organize the Agent behavior and breaks time and control the services provided to achive high quality level

Work at South Shounah chambers of commerce, by doing writing works like (Export, import…), input information about the origin certificate and members of South Shounah chambers of commerce and advise the Members if they have any inquiries or Problems.