Experience

Cinedeck

• United States
• Software Development
• 1 - 100 Employee

• Sales Operations Manager

  • Feb 2022 - Present

• Project manager

  • Jul 2021 - Present

  - Management of current projects- Launch and management of new projects (AWS Marketplace)- Define and operate internal processes



Cupid plc

• Chief of Support department

  • Jan 2014 - Jan 2015

  - Organize the successful work of the department- Introduce efficient teams interaction- Introduce leading technologies to the workflow of the team:- optimization of processes,- automation of the workflow- introduction of text, voice, photo recognition to reduce the human involvement, etc- Operate human resources to meet every team’s unit and the whole company’s needs- Gathering statistics, its analysis, making forecasts for other deps, top management- Calculate monthly work volume for the accounting department- Create bonus formulas according to the specific of the work for every sub-team- Monitor the quality of provided service- SWOTs- Reporting - Administrative work (contracts, licenses, Invoices, etc)- Fallback, disaster recovery plans Show less

• Deputy Chief of Support department

  • Jun 2013 - Dec 2013

  - Organize the successful work of the sub-departments ( from hiring to promotion)- Introduce efficient sub-teams, cross-teams interaction- Introduce leading technologies to the workflow of the team- Gathering statistics, its analysis, making forecasts for other deps, top management- Calculate monthly work volume for the accounting department- Interviewing of candidates for vacant department positions- Monitor quality of the provided services within the sub-departments- SWOTs- Reporting ( board, top management)- Taking part in joint innovative projects with other company’s teams (anti-fraud, anti-scam measures, etc)- Making manuals for different stages of inner, interactive processes- Team building- Comprehensive Chief’s assistance to meet KPI of the department Show less

• Team Leader

  • Nov 2009 - Jul 2013

  -Operate the payment support team-Check the quality of provided service-Team’s statistics, analysis-Reports of the department work-Efficient work to meet KPI-Correspondence with merchants, bank affiliates-Acting as top institution for payment resolution queries



Сupid

• Team Leader at complaint/ risk department

  • Nov 2009 - Jul 2013

  - Operate the payment support team - Check the quality of provided service - Team’s statistics, analysis - Reports of the department work - Efficient work to meet KPI - Correspondence with merchants, bank affiliates - Acting as top institution for payment resolution queries - Operate the payment support team - Check the quality of provided service - Team’s statistics, analysis - Reports of the department work - Efficient work to meet KPI - Correspondence with merchants, bank affiliates - Acting as top institution for payment resolution queries



IDE Group, further Cupid plc

• Call Center Support Representative

  • Jan 2009 - Oct 2009

  Supporting customers via CRM: - emails - phone calls Supporting customers via CRM: - emails - phone calls



Global technical services

• Egypt
• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Service Management

  • May 2006 - Sep 2008

  • Were dealing with customers' complaints. • Consulted customers with non-standard, escalated cases. • Performed as a quality manager to meet the customers needs/ provide a high quality service. • Assisted the Team Lead with customer-related or/and statistical queries. • Were dealing with customers' complaints. • Consulted customers with non-standard, escalated cases. • Performed as a quality manager to meet the customers needs/ provide a high quality service. • Assisted the Team Lead with customer-related or/and statistical queries.