Seeking a challenging position in a multi-national organization where my educational background and personal skills can be applied and further developed.
Operations manager
Smart station group
Since March 2018
- • preparing reports of achievements and performance for the whole team.
• Develop a productive, portable and achievement-oriented working environment for employees.
• Address operational issues and concerns in a timely fashion.
• Supervise the operations team to ensure operational excellence and excellent customer services.
• Educate the operations team on best practices, company policies, and service excellence standards.
• Develop and maintain operational guidelines for staff.
• Oversee operational cost, risk and audit activities.
• Assist in interviewing, recruiting, training, performance evaluation, promotion and termination activities.
• Determine staffing requirements, work assignment and schedules for new projects.
• Perform routine maintenance and repair works for equipment.
• Evaluate inspection reports and service tickets and prepare repair invoices.
• Coordinate with General Manager in different operational issues and promotional activities. • Evaluate current operational strategies and recommend improvements.
• Generate operational reports for management as needed.
• communicate with internal colleagues to understand the needs of departments and the organization as a whole.
• work with external stakeholders to understand and investigate feedback into the service/function/product provided;
• use data modeling practices to analyze your findings and create suggestions for strategic and operational improvements and changes.
Operations manager assistant
My fair Academy
March 2017
to January 2018
- • Supports team manager and performs management duties when the manager is absent or out of office.
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
• Assists management with hiring processes and new team member training.
• Answers team member questions, helps with team member problems and oversees team member work for quality and guideline compliance.
• Develops strategies to promote team member adherence to company regulations and performance goals.
• Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints.
SME *subject matter expert*
Careem
October 2016
to February 2017
- • Provide a weekly status report of activities completed and planning for the following week to the direct Manager.
• Determine and report on how technology and process improvements can address identified issues.
• Provided accurate and appropriate information to members and providers in response to inquiries.
• Assist members with material requests and accounts updates.
• Assist members to meet and exceed quality and attendance goals.
Senior customer care representative
Expedia
August 2015
to September 2016
- • Provide the best service to customers to achieve the highest level of customers' satisfaction.
• Managing customer's accounts in terms of invoices, suspension of lines and any other related issues.
• Dealing with unsatisfied customers & providing them with satisfactory solutions.
• Communicate and coordinate with other customer service departments to answer all relevant customers' inquiries.
• Following-up on customer complaints and requests to assure implementation.
• Escalate problems & provides relevant feedback to the right channels.
• applying the company's vision and values with making a good public image for the company.
Customer service representative
Du Emirates
January 2016
to July 2016
- • Handling customer inquiries.
• Making outbound calls to the whitelisted customers informing them with special offers, promotions..etc.
Telesales team leader
NuEra International
March 2014
to October 2015
- • Managing, directing and controlling The Team members to ensure they meet up with targets and doing their duties according to laid down instructions and guidelines.
• Making sure they speak right when it comes to " pronunciation, Intonation, accent, and clarity"
• Training the team members and reviewing their performances from time to time.
• Running Daily Performance of the Agents (KPIS)
• Monitoring Calls for Agents to ensure that quality standards are strictly adhered to.
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
• Meeting with every agent ( 1 on 1 Meeting ) Every month to review their performance.
• Watching the Pulse to ensure that every agent is ready to take calls once they finished the call.
Company Description
An American Multinational company
Telesales agent
United global
January 2013
to January 2014
- • Working on daily leads sheets to pitch new customers by making outbound calls.
• Generating my own leads that I need to work on so that I can achieve my target.
Company Description
An American Multinational company
Fund Raising delegate
the british House of commons Cairo
February 2012
to October 2012
- • Our duty was to maximize the revenue of the student activity by pitching sponsors and investors so we can provide free services to the students at the uni campus.
Company Description
It's a non-profit organization.
