Emad Zenhom

Customer operations, account management, and business development professional with 20+ years of experience improving customer satisfaction, managing strategic client relationships, leading cross-functional teams, and enhancing operational performance. Experienced across contact centers, consulting, and international development programs, with a proven ability to improve service delivery, standardize processes, analyze customer feedback, manage CRM systems, and deliver actionable reporting to stakeholders. Recognized for building trusted relationships, solving operational challenges, and driving continuous improvement while balancing customer needs with business objectives.

BPO & CX Consultant - Self-Employed

(2020-11)

• Provide BPO and CX consulting services to U.S.-based organizations across healthcare, IT, insurance, private equity, and professional services.
• Manage customer engagement initiatives and ongoing client relationships.
• Analyze customer feedback and campaign performance to recommend operational improvements.
• Lead CRM management, reporting, and customer communication improvements.
• Conduct business reviews and mentor team members.

Senior Program & Advising Officer | Program Component Head - AMIDEAST

(2016-07 - 2020-10)

• Managed the end-to-end participant experience for 578 scholarship participants.
• Designed SOPs and governance practices improving service consistency.
• Partnered with universities, mentors, and employers to enhance customer experience.
• Produced executive reports and supported oversight of a USD 40M program.
• Analyzed participant feedback to drive continuous improvement.

Training Consultant - Consultant

(2012-03 - 2016-06)

• Designed and delivered business and leadership training, including but not limited to Customer Service and Sales & Marketing.
• Evaluated participant outcomes and recommended program improvements.
• Implemented fully integrated training programs for various large business entities, NGOs, and industries, such as the Efe Foundation, AlShaya Group (Starbucks), Microsoft, Ritz-Carlton Hotels, the Boeing Foundation, the International Labor Organization (ILO), and Fawaz Alhokair Group (Mall of Arabia).

Partner / Business Development Manager - Callsville

(2011-03 - 2012-03)

• Supported organizational development, strategic planning and client acquisition.
• Improved operational processes and departmental performance.

Senior Offshore Accounts Manager - ISON XPERIENCES (Formally Wasla Outsourcing)

(2009-06 - 2011-02)

• Managed key accounts and customer relationships.
• Led a team of 50 employees and monitored operational performance.

Offshore Accounts Manager - Raya Contact Center

(2007-10 - 2009-06)

• Managed strategic offshore accounts and SLAs.
• Resolved client escalations and improved service quality.

Account Supervisor - C3

(2006-10 - 2007-10)

• Led, coached, and developed account representatives and teams of 40 Inbound and Outbound Contact Center agents.
• Supported campaign launches and operational reporting.

Assistant Operations Manager / Team leader / Account Executive - Amecotech Corporation

(2002-08 - 2006-10)

• Progressed through multiple leadership roles.
• Managed operational KPIs, client relationships, and production teams.

BSc - Computer Science - Modern Academy in Maadi (1997 - 2001)