Chief Executive Officer
Ahmed Refky is a senior executive with proven successful experience, providing strategic vision, and enterprise leadership. He is known for his revenue and profitability growth abilities, as well as his versatility in starting up and turning around businesses in different industries. His strong business experience has equipped him to run businesses globally across different cultures. He is a dynamic, innovative, results-driven leader with a strong track record of performance in turnaround and high-paced global organizations.
He has a great ability to advise, coach, shape strategies, and lead teams to achieve results. Utilizing a keen analysis, insights, and team approach to drive organizational improvements. He possesses superior interpersonal skills, capable of resolving multiple complex issues and motivating teams to peak performance. He is the Managing Partner and co-founder of Planovate, a Florida based consulting practice, specializing in management and business turnarounds, startups, growth management, global expansions, Information Management, and business process outsourcing. He was the Managing Partner and co-founder of Nutri Selections, specialized in sourcing premium quality private label food and beverage products to the U.S. Market. He created THE FRUIT JUICE brand, and successfully penetrated several geographic locations nationwide.
He was the Country Manager of Convergys in Egypt setting up their new subsidiary and before joining Convergys he was the Senior Vice President and a founding member of Xceed, a global BPO service provider. For a decade, and since its inception, He was responsible for defining and leading the implementation of Xceed's vision and strategy. His efforts allowed the company to exploit new geographic markets and verticals witnessing more than 50% annual growth since its inception, soaring to be among the global 100 players in 2009 and 2010. He acted as the pulling force to the whole call center/BPO industry in Egypt and helped position Egypt as one of the top destinations in the BPO industry. Prior to joining Xceed, he was the Regional IT Director and a member of the Global IS Steering Committee for ABB; ABB is a global leader in power and automation technologies.
He holds a B.Sc. degree in Computer and Automatic Control, with continuing education in several institutes including the International Institute for Management Development (IMD), in Lausanne, Switzerland. His academic, professional background and leadership in multicultural environments within Global Organizations have added to his strength and success, positioning him for new challenges and long term growth.
Chief operating officer
Alaa El Shafei’s professional background includes a number of technical, managerial, and consulting positions, in addition to participating in several multinational consulting projects in Europe and the USA.
He served as the Senior Vice President and as a founding member of Xceed and was responsible for deploying and operating one of the largest state-of-the-art contact centers in the region. He brings over 30 years of experience in the IT and Outsourcing industries including Business Systems Deployment, Business Process Re-engineering, Project Management, Data, and Voice Networking, as well as Data Centers Infrastructure Design, Implementation, and Systems Integration.
Shafei was also a member of the board of directors of the Smart Villages Company, a company Founded in 2001 to lead and foster branded chain of Technology clusters and Business Parks on the local and regional level.
Alaa El Shafei’s comprehensive professional background and senior executive education at Harvard Business School have enabled him to further deploy Contact Center management-related systems including CRM, ACD, WorkForce Management, and others, from the managerial and technical aspects.
Project Management Director
Mr. Fahmy holds a B.Sc. in Electronics Engineering from Menouifa University, Al Minufya, an MBA from ESLSCA Business School, Paris, and a certificate in ITIL. Mr. Fahmy has been with us since 2000 and has 23 years of experience in the IT industry, including in international telecommunication, networking, security, disaster recovery and business continuity, ITIL V3 compliant IT service operations, performance-based SLA IT service management, and financial planning of IT operations. He has also managed IT and telecom services operations of large companies, including those with over 3,000 users across multiple sites. While with us, he has helped to reshape telecom infrastructure solutions and design in EMEA and has helped us develop strategic partnerships with tier 1 telecom service providers worldwide.
During Fahmy’s 18-year tenure with Raya Contact Center, he has helped to reshape telecom infrastructure solutions and designs across the EMEA region and has helped in developing strategic partnerships with tier one telecom service providers worldwide. With his overall 23 years of experience, Fahmy did not only add value to the IT service operations as a whole, but his scope of work was also successfully expanded when he moved to BPO Project Management in 2016. Fahmy’s BPO industry knowledge, ICT background, and experienced project management skills have added value to the organization which made Raya Contact Center effectively compete in the global market place today.
A Business Process Outsourcing contact center is an industry of people and today, we are one of the most demanding industries worldwide when it comes to the need for manpower. Mrs. Fahmy is Raya Contact Center’s HR director managing Recruitment & Talent Acquisition, Learning & Development, Budgeting & Rewards, Payroll Processing, and Employee Relations.
Mrs. Fahmy, a talent maximizer with a track record of delivering improved capacity, growth, and transformation of manpower, possesses over 15 years of human resources and organizational development experience. Her expertise includes talent management, organizational development, training and development, and leadership & management coaching. During her early years, Mrs. Fahmy started her career as a training supervisor with a solid background in training strategy management, for BPO multinationals such as Teleperformance and Xceed.
Supporting Functions Director
As a Support Functions Director, Ms. Dewedar overlooks all Operational support functions including Quality Monitoring, Operational Training, Process Improvement, and WorkForce & Real-Time Management in addition to Internal & External Reporting. In her role, she is responsible for implementing and sustaining clients’ support requirements programs and ensuring operational efficiency through appropriate workforce planning and forecasting. She also works side by side with the operations to enhance performance by implementing Six Sigma projects across all accounts with the vision of fulfilling clients’ as well as end-users requirements.
Ms. Dewedar has a wide-ranging experience of 14+ years in customer operations, which she gained in a variety of positions in Egyptian American Bank, Xceed, and Metlife. She is experienced in running quality programs and implementing performance management systems within customer contact operations. She has a solid knowledge of large contact center's working environments and variables. Ms. Dewedar is a COPC® Registered Coordinator, ISO Lead Auditor, and holds an Executive Masters in Business Administration from IESE Business School.
He has 20+ years of professional experience, with communication engineering degree Yasser Started his information Technology career with early internet technologies, in 2000, he was heading the infrastructure and systems implantations for the early launching contact centers in Egypt. As Customer Experience Manager, Yasser started his 14 years of experience with Raya, since then he has been assigned for many local and offshore strategic clients contact center and BPO operations.
Governance Director and Interim Finance Director
Salama is a graduate of business administration and holds an MBA degree, enriched with a background study of Project Management. Salama has joined Raya Contact Center with 18 years of successful experience in planning & Budgeting, Process Management & Quality Assurance, Customer Experience Management and Business Development. Walking through his career, Salama has built experience while working for multinational telecom service providers such as Orange, Etisalat, and Orascom.
As a Governance Director, Salama drives the organization’s direction through strategic, legal, and operational guidance to maintain compliance with all relevant legislation by leading and supporting the most effective governance practice across the organization.
With a bachelor's degree in Engineering and 18 years of experience in project management, Boulos manages Raya Contact Center’s facilities and procurement. Boulos’ exceptional expertise in project and facilities management as part of his success story across the seven years he spent in Mississauga, Canada.
Throughout his career, Boulos has built related experience in Risk Management, Finance & Accounting, Procurement, Facility Maintenance, Auditing, and Strategic Planning. Following his journey, Boulos has worked for multinational BPO providers such as Teleperformance.
Amr has a wide-ranging experience of 12+ years in Sales and business development, leading global market expansions with a proven success record of business and financial achievements, which he gained in a variety of positions in several industries like Telecom, Industrial, Energy, and IT.
Acquired bachelor's degree in Business administration from Cape Breton University and currently hold the position of Regional Commercial Director for Raya Contact Center, responsible for sales, presales, business development, and marketing across ME, GCC, and Europe.