Khalid Kassim

Operation Management | 15 years experience in building High Performing Team | Customer Focus | Always Engaged!

Senior management professional with 15 years of experience in enhancing service quality and customer experience across diverse organizations. Proficient in various aspects related to contact centre operation, customer service, sales support management, vendor relationship, business process improvement amongst others leading to enhanced operational efficiency across professional career. Motivational leader and mentor of multicultural and cross-functional teams with team management skills, adapting with agility to new environments and delivering consistently high levels of client satisfaction. Exploring challenging senior managerial assignments with a professionally managed organization

History of Excellence in

Strategy & Business Planning ~ Process Enablement / Transformation ~ Sales Support ~ Back Office Management ~ Account Service Delivery ~ Business Process Outsourcing ~ Digital Support ~ Business Strategy Alignment ~ Project/Program Management ~ Technology Consulting ~ Integrations ~ Employee Engagement ~ Budgeting & Cost Control ~ Stakeholder Engagement ~ Team Leadership

Leadership Strengths & Highlights

Strategic Planning

Well versed in strategic decision making, business process engineering, quality assurance, change management. Maintain organizational effectiveness & efficiency by defining, delivering and supporting strategic plans for accomplishing business objectives

Operations Management

Demonstrated ability to development/ preparation of short-term & long-range plans as well as budgets based upon broad organization goals and objectives. Spearhead development/ installation of procedures and controls, to promote communication, adequate information flow to solidify management control and direction of the enterprise

Process Improvement

Evaluate existing processes and procedures for redundancy and design new processes to match market dynamics. Analyze critical customer issues for identifying trends and implement effective mitigation plans for minimizing business impact

Client Engagement

Highly organized and client-focused, having outstanding skills in interacting with clients, understanding their requirements and accordingly devising customized solutions, thereby maintaining complete client satisfaction and creating repeat business opportunities;

Team Building & Leadership

Visionary & decisive leader, noted for sound, practical management style and excellent organization, communication, presentation & interpersonal skills; Proven ability to lead and motivate large cross-functional and multi-cultural teams to maximize productivity, ensuring technical solutions meet business requirements


I joined during start up phase, pre-launch, and lived up the whole launch experience and achieving highest result in customer operations.

10+ years of diverse experience covering wide range of areas from Telecom Customer Care Strategy Development and Management, Contact Centers Management & Planning, Offshoring, Business Process Re-engineering, Project Management & Services Delivery.

Operate as Country Manager with Multiple Site Responsibilities for all du Customer Care operational development projects and initiatives, Manage the Outsourcing Regional Partnerships on behalf of du Customer Operations for all Line of Business and supporting front office, back office and outbound activities.


Customer Operation

Managed Services

Problem Solving


Workforce Management

Employee Engagement

Quality Assurance & C-Satisfaction.

Project Management


Fluent Arabic, English, Swahili


Phone : +971-55-2721151