Experience

Nawy

• Egypt
• Real Estate
• 300 - 400 Employee

• Senior Property Consultant

  • Mar 2023 - Present



B2B Real Estate

• Egypt
• Real Estate
• 1 - 100 Employee

• Senior Property Consultant

  • Oct 2022 - Mar 2023

• Property Consultant

  • May 2021 - Oct 2022



Elves

• Egypt
• Hospitality
• 1 - 100 Employee

• Workflow Manager

  • Nov 2019 - Dec 2020

  o Workflow enhancements between system processes (and optimization/efficiency) including between Agents/Operations/Purchasing/Post purchasing.o Technology and automation.o Post purchase cycle implementation and monitoring.o Console optimization/enhancements/bug reporting and monitoring.o Monitoring and Implementation of correct usage of platform/system, machine learning.o Refunds cycle.o Liaising with Training and Evaluations team for training or retraining on existing or new systems and workflows.o Working with (Quality Assurance in operations) for workflow across agents and operations. Show less

• Shift Manager

  • Aug 2018 - Nov 2019

  I. Operations Quality and Productivityo Spots inconsistencies in the chat scripts and suggests improvementso Acts immediately and handle the problem in person if an agent runs into difficulty with a cliento Controls the quality of the production of the agents under my leadershipo Monitors and checks every day agents’ output and by correcting it directlyo Extracts immediate training for the failures met - Analyzes discrepancies between objectives andresultso Takes care of scheduling and ensures full compliance with it (arrivals and beginning of shift, swaps,breaks, days off log…)o Securing back up plans for any discrepancies in the scheduleo Has to report immediately technical issues to designated partyo Handles VIP clients and coaches potential agents to handle them down the lineo Prepares and submits vendor list periodicallyII. Motivationo Motivates agents and gives them an opportunity to tell their story and taking credit for theircontributionso Prepares and proposes motivation planso Proposes bonus and incentives for extraordinary achievementsIII. Trainingo Prepares training needs and assessments of the agentso Runs on-the-job training for new agents or new business or modified operational processo Runs coaching and calibration sessions for the team in conjunction with the QA team.IV. Reportingo Has to point out Elves who are not fulfilling the role and proposes solutions so that the decision by thedept head can be takeno Produces regular oral or written qualitative activity reports for the operation managemento Participates in regular operations meetingso Applies and follows up company strategies and policieso Communicates results to the Elves - Communicates information to her/ his dept heado Works on building excellent team work spirit and improves ito Respects Elves internal rules, assuring that rules are compiled and processes are implemented. Show less

• Assistant Manager

  • Jan 2018 - Aug 2018

  o Played an extremely important role in motivating company's teams and ensuring their success.o Some other duties included communicating company goals, safety practices, and deadlines withdesignated teams.o Was responsible for motivating team members and assessing their performance and evaluation.

• Head Of Training

  • Jun 2017 - Jan 2018

  o Creation of content training materials for elvesapp.como Discover training needs and provide coachingo Develop a well designed and motivating evaluation programo Communicate with teams about their performanceo Monitor team performance and report on metricso Ensure all new hires receive high-quality orientation and on-boarding experiences in order to maintain a high employee performance level

• Senior Agent

  • Nov 2016 - Jun 2017

  o Organizer at AEISEC&'17- AIESEC is a global platform for young people to explore and develop their leadershippotential. It is a non-political, independent, not-for-profit organization run by students andrecent graduates of institutions of higher education.o Organizer at Cairo Runners’17 (The Amazing Race & Spin & Run) events- Cairo Runners is the first street running initiative in Cairo, providing Cairenes with exhilaratingmini marathon experience every Friday morning. The average number of runners every weeknow reached 2,500 runner. o Organizer at RiseUp Summit'16- RiseUp Summit is the MENA region's largest innovation and entrepreneurship summit, takingplace in the heart of Downtown Cairo annually. It has been described as "one of the largestgatherings of entrepreneurs in the region". Show less



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Customer Service Agent

  • Aug 2015 - Oct 2015

  o Acting as a front-line interface with Vodafone Egypt Premium Customers. o Resolving calls efficiently and effectively. o Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service. o Acting as a front-line interface with Vodafone Egypt Premium Customers. o Resolving calls efficiently and effectively. o Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.



Faisal Islamic Bank

• Cairo Governorate, Egypt

• Summer Trainee

  • Jul 2012 - Aug 2012



GUPCO

• Egypt
• Oil and Gas
• 700 & Above Employee

• Summer Trainee

  • Jun 2012 - Jul 2012