Available for new opportunities

Mohamed Nabil

Team Leader & Workforce Specialist — Fintech & Contact Center Operations · Dubai, UAE

Results-driven operations leader with nearly 6 years of experience across fintech, digital wallets, and large-scale contact centers. Proven track record in workforce management, SLA governance, team leadership, and customer experience optimization across UAE and Egypt.

Email ma7madnabil@gmail.com
WhatsApp +971 54 708 2886
LinkedIn linkedin.com/in/mo-nabil
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Mohamed Nabil — Team Leader & Workforce Specialist
6+ Years of Experience Fintech & Contact Center
3 Countries UAE · Jordan · Egypt
3 Companies Whizmo · Tabby · Talabat
15+ Agents Led High-performing CX teams
Career Journey

Professional Experience

6 years of progressive growth across UAE, Jordan, and Egypt

Whizmo Team Leader
Current Oct 2024 – Present Dubai, UAE
  • Supervise and support customer service team ensuring adherence to SLAs, operational efficiency, and high CSAT scores on a fintech digital wallet platform.
  • Monitor real-time performance via Freshdesk, Freshchat, and Ziwo; prepare dashboards using Excel, Power Automate, and Microsoft Teams.
  • Manage technical issues and enhancements through Jira; collaborate with Operations, Compliance, Product, Marketing, and external providers (Thunes, DT One).
Tabby Workforce Specialist
Feb 2023 – Sep 2024 Dubai, UAE
  • Monitored real-time queues, agent adherence, and utilization across calls, chat, email, and social media; managed agent schedules using Calabrio / Teleopti.
  • Ensured SLA achievement through proactive staffing adjustments, volume trend analysis, and intraday optimization including shrinkage forecasting.
  • Produced daily, weekly, and monthly performance reports using Excel, Google Sheets, and Tableau; partnered with operations leadership to reduce inefficiencies.
Talabat Team Leader
Jan 2022 – Jan 2023 Cairo, Egypt
  • Led a team of 20 customer service agents, setting and tracking SMART KPIs aligned with business objectives; tracked performance via Salesforce and Google Sheets.
  • Improved CSAT scores and reduced Average Handle Time (AHT) through structured coaching plans and regular performance reviews.
  • Managed escalations by coordinating with Dispatch, Logistics, Refund, and Validation teams; utilized Slack for real-time operational alignment.
Talabat Assistant Team Leader
Jan 2021 – Dec 2021 Cairo, Egypt
  • Supported onboarding and training of new hires through shadowing, coaching, and floor support; assisted with KPI tracking and productivity analysis.
  • Provided real-time floor support and Slack-based assistance; ensured adherence, quality, and SLA compliance across daily operations.
Talabat Customer Service Representative
Feb 2020 – Dec 2020 Cairo, Egypt
  • Handled customer inquiries via chat, email, and phone ensuring fast and accurate resolution; coordinated with restaurants and dispatch teams.
  • Collected and documented Voice of the Customer (VOC) insights to support CX improvements; consistently contributed to high NPS and CSAT scores.
Capabilities

Skills & Tools

Core competencies and technical stack

Core Competencies

Team Leadership Performance Coaching Process Improvement Workforce Management SLA & KPI Management Real-Time Monitoring Scheduling & Forecasting Contact Center Ops CX Strategy VOC & CSAT Stakeholder Collaboration Data Analysis Reporting & Dashboards

Process & Knowledge Building

Knowledge Base Authoring SOP Development Troubleshooting Guides Issue Pattern Recognition Workflow Automation Long-Term Solutions Design Support Tool Improvement

Quality & Documentation

Case Documentation Issue Tagging & Classification Resolution Time Tracking Quality Assurance Communication Standards Ownership & Accountability

Tech Stack

Zendesk
Freshdesk
Salesforce
Jira
Tableau
Power BI
Excel
Google Sheets
Calabrio
Ziwo
English · Fluent
Arabic · Native
Impact

Key Projects & Achievements

Building operations from the ground up

Tabby Egypt Operations Launch

Market Expansion
Tabby · 2023 – 2024
  • Managed full transition of contact center operations from UAE to Egypt — from zero to operational readiness.
  • Hired, trained, and supervised initial agent cohorts; defined hiring criteria, SOP documentation, and tooling stack.
  • Established WFM processes and quality frameworks that scaled with the growing Egypt team.

Whizmo Digital Wallet UAE

Product Launch
Whizmo · 2024 – Present
  • Supported the rollout of a digital wallet for blue-collar workers enabling salary access and international remittances.
  • Built compliance-aligned CX workflows, escalation trees, and operational infrastructure from greenfield stage.
  • Collaborated with providers Thunes and DT One to optimize customer journeys for cross-border payments.

Call Center Launches — Egypt

Ops Setup
Bright Skies Octopus · GOChat247
  • Successfully launched two outsourcing contact center operations: Bright Skies Octopus (Alexandria) and GOChat247 (Sadat City).
  • Delivered full operational setup including staffing models, IVR design, KPI baselines, and quality frameworks.
  • Ensured both sites reached operational readiness on schedule and within scope.

Jordan Partner Training Program

Training
Crystal & Extensya, Jordan
  • Selected as a key professional trainer for outsource partner organizations in Jordan.
  • Designed and delivered certified training curriculum covering CX standards, SLA adherence, and operational best practices.
  • Contributed to measurable improvements in agent performance and cross-border operational alignment.
Get in Touch

Let’s Connect

I’m always open to discussing new opportunities in fintech operations, workforce management, and contact center leadership. Feel free to reach out via any of the channels below.

Email ma7madnabil@gmail.com
WhatsApp +971 54 708 2886
LinkedIn linkedin.com/in/mo-nabil

Open to new opportunities in fintech operations and workforce management

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