Mahmoud Hafez

Mahmoud Hafez has extensive experience in contact center operations and customer care management. Mahmoud has held various managerial roles in different companies, including Data Direct Group, Raya Contact Center, fetchr, Teleperformance, Fair Trade Egypt, ecoBETA A/S (Ltd.), and Lumina Advertising.

In their most recent role as the Head of Contact Center Operations at Data Direct Group, Mahmoud successfully managed several projects in Dubai, optimizing performance, enhancing customer experiences, and driving business growth.

Prior to that, they worked as a Service Delivery Manager at Raya Contact Center, where they oversaw telecommunication contact center operations and ensured seamless service delivery to clients.

At fetchr, Mahmoud served as the Regional Head of Customer Care and later as the Regional Customer Care Manager. Mahmoud led cross-functional teams and implemented strategies to optimize performance, improve efficiency, and enhance the customer experience.

In their earlier roles at Teleperformance, Mahmoud launched and managed operations for du Telecommunications and Wind Canada Telecommunication projects. Mahmoud successfully managed SLAs, QA, staffing, and customer satisfaction, exceeding project objectives.

Before that, Mahmoud worked as the Business Office Manager at Fair Trade Egypt, where they supervised office operations, managed marketing activities, and developed partnerships.

Mahmoud also served as a Project Manager at ecoBETA A/S (Ltd.), overseeing all project activities and implementing strategies to drive sales and business growth while managing budgets effectively.

Mahmoud's career began as an Advertising Sales Account Manager at Lumina Advertising, where they gained experience in advertising sales.

Mahmoud Hafez completed their Bachelor of Commerce (B.Com.) degree in Accounting and Business/Management from Cairo University, from 2003 to 2007. Prior to that, they studied at Saint Joesph's from 1990 to 2003, where they obtained a Very Good grade for their High School/Secondary Diplomas and Certificates. Mahmoud also received certification as an Assistant Contact Center Manager from Telpformance Institute. Additionally, they hold several certifications, including Lean Six Sigma Black Belt (ICBB) and Lean Six Sigma Green Belt from the American Certification Institute, Customer Experience Leadership, Customer Experience: Journey Mapping, Customer Service: Serving Customers Through Chat and Text, Strategic Thinking, and What Is Web3? from LinkedIn, and Professional Sales & Marketing from the American University in Cairo in 2005.