MOHAMED YOUSSEF
WINDSOR,CA
Summary
Senior-level manager with over 20 years of experience in project management within Customer Service and Information Systems, utilizing ITIL, PMP, and Six Sigma best practices. Motivated achiever with a proven track record in leading business development efforts, expanding customer base, and increasing revenue potential. Recognized as a bottom-line contributor with a solid record of revenue recovery and cost reductions through cross-skilling and human resources management. Strong team builder and leader who thrives on the challenge of acquisition and integrations, excelling at taking projects from concept to completion. Demonstrated strengths in staffing, employee relations, planning, budgeting, negotiations, and employee development.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Director of Service Delivery
Sutherland Global Services
01.2017 - Current
- Spearheading Operations for multiple key accounts in Retail, Telecom, Healthcare and Insurance sectors
- Leading Global Operations in different regions including US, Canada, EMEA and APAC Managing client relationship and business growth Provides day-to-day performance management guidance to account managers Portfolio fiscal management
- Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
Business Operations Manager
Sutherland Global Services
01.2014 - 01.2017
- Provide direct operational support to the Center Director and Senior Leaders within the Service Delivery organization
- The BOM plays a pivotal role in maintaining the operation health of the center
- Share operational and financial responsibility for 2 call centers of 1,200 seats and delivering 60M in revenue annually Work closely with Sales and Transition teams to launch new business Develop, deploy and maintain the accuracy of Center-level reporting in concert with global efforts Aid in the development, deployment and maintenance of Center Performance Diagnostics (leading indicators of performance coupled with benchmark based alerts) Project management and process improvement Own the effectiveness and execution of the change management process within the region to ensure the balance is maintained between agility and predictability
Senior Account Manager
Sutherland Global Services
01.2010 - 01.2014
- Effectively managing day-to-day operations of 150 – 200 employees
- Daily review of the Key Performance Indicators (KPI’s) to ensure quality standards are met
- Reviewing and refining current processes/procedures/tools Planning staffing and administering workload and work schedules Consistently maintaining excellent relationship with the team and reducing attrition to below 6% Preparing monthly invoices and working on reaching financial targets
- Budgetary Responsibility is $1-2M/year Responsible of implementing and updating the Disaster Recovery Plan (DRP) Effectively managed 2 global accounts with teams distributed between geographically distant offices (Canada, Philippines, India and Egypt)
Head of Application and Server
Orange Business Services
01.2009 - 01.2010
- Managed day-to-day operations and customer incidents/change requests Played key role in assuring outstanding customer experience and respect for SLA Provided coaching and technical guidance to team members Screened, and hired new team members Implemented successful anti-fraud program; created and implemented audit and self-audit programs, provider bill-review program, nurse case-manager program, and vendor-review program.
Problem Manager
Orange Business Services
01.2008 - 01.2009
- Problem management is a formal set of processes designed and implemented to analyze the root cause(s) and resolve problems that negatively impact the Quality of Service delivered by applications hosted in the datacenters Offered a single point of contact in crisis for critical external/internal customers Defined, piloted and coordinated action plans for solving critical operation problems Analyzed top five application outages and managed improvement evolutions.
System Administrator
Orange Business Services
01.2008 - 01.2009
- Assured an advanced technical training level of application and server Experience with Unix/windows systems, backup solutions, Web Servers, Oracle Databases and Application Servers Providing technical training for First-Level representatives
- Head of French Customer Technical Support and the Abuse - Desk
Head of French Customer Technical Support
Orange Business Services
01.2006 - 01.2007
- The French customer technical support (CTS) team is responsible for troubleshooting and resolving our French Customer faults Developed and implement the abuse-desk process The abuse desk is responsible for receiving and managing the complaints against the clients of our network who are generating SPAM or any kind of attacks to the internet world
Education
Master of Applied Science - Electrical Engineering and Computer Engineering
Université de Sherbrooke
Quebec, CABachelor of Science - Electrical, Electronics And Communications Engineering
Alexandria University
Alexandria, Egypt07-2003
Skills
- Strategic Process Development
- Financial Planning
- Talent Acquisition
- Professional Development Guidance
- Budget and Financial Analysis
- Motivational Performance
- Customer Service
- Strategic Business Growth
- Operational Efficiency
- Risk Assessment and Strategy Development
- Change Implementation
- Vendor Management
- Crisis Management and Recovery
- Human Resources
- Team Dynamics Enhancement
- IT Project Oversight
Certification
- Six Sigma – Green Belt
- ITIL V3
- Project Management Professional (PMBOK 4th Edition)
- Mini – MBA Program
- Cisco Certified Network Associate (CCNA)
- Microsoft Certified Professional (MCP 2000)
- Sun Certified System Administrator for Solaris 10 OS, Part 1 (310-200)
- Oracle database 10g: Administration (IZ0-042 & IZ0-043)
Languages
English
Full Professional
French
Full Professional
Arabic
Native or Bilingual
Timeline
Senior Director of Service Delivery
Sutherland Global Services
01.2017 - Current
Business Operations Manager
Sutherland Global Services
01.2014 - 01.2017
Senior Account Manager
Sutherland Global Services
01.2010 - 01.2014
Head of Application and Server
Orange Business Services
01.2009 - 01.2010
Problem Manager
Orange Business Services
01.2008 - 01.2009
System Administrator
Orange Business Services
01.2008 - 01.2009
Head of French Customer Technical Support
Orange Business Services
01.2006 - 01.2007
Master of Applied Science - Electrical Engineering and Computer Engineering
Université de Sherbrooke
Bachelor of Science - Electrical, Electronics And Communications Engineering
Alexandria University
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