Nader Abou Hechmeh

Seasoned BPO executive with 20 years of experience leading high-performing teams and delivering exceptional results across customer service, sales, collections, and back-office operations. Proven track record of driving revenue growth, reducing costs, and enhancing client satisfaction in fast-paced, outsourced environments. Adept at scaling global delivery centers, optimizing workforce performance, and leading digital transformation initiatives that improve efficiency and elevate the customer experience. A strategic operator who combines data-driven decision-making with a people-first leadership style to create long-term value for clients and teams alike.

• Reduced costs by 6%, contributing $510K in annual profit.
• Improved billing accuracy by 26%, lifting customer retention.
• Achieved 3–5% savings annually through strategic vendor negotiations.
• Achieved a +25% NPS, +12% increase in productivity
• Promoted 95% of leadership from within and maintained an attrition rate of just 5.2%
• Achieving and improving quality assurance expectations

Completed formal training in Lean Six Sigma methodologies with a focus on identifying inefficiencies, eliminating waste, and optimizing performance in contact center environments. Gained hands-on experience applying DMAIC principles to improve KPIs such as AHT, FCR, and customer satisfaction.

Applied Lean Six Sigma principles to streamline call center workflows, resulting in measurable improvements in call handling efficiency and resource utilization.