- CS Business Coordinator for a global e-commerce leading company with Transcom launched in 2022, Managing US LOB.- Managing a team of 7-10 team leaders and exceeding monthly, quarterly & yearly business targets through effective leadership and planning.- Responsible for the creation and implementation of business action plans that would ensure the deliverance of desired performance and meeting the client’s targets.- Analyzed the performance data, to establish the best approach and tailored plan to drive the performance of the KPIs.- Owned and achieved internal and client KPIs (AHT/VOC/Customer Satisfaction/QA/SLA/Staffing Compliance/CSA) through data analysis, business analytics, COPC, and Lean Six Sigma for performance and outliers management.- Spearheaded the ABS performance from an average of +25% in 2023 to an average of 6% in 2024.- Led the VOC performance from 75% average in the first 2 quarters in 2023 to +85% in the 2nd 2 quarters and to +88% in 2024.- Encouraged employee loyalty and satisfaction by managing attrition through incentive-driven approaches & problem-solving.- Enforced employee discipline and safety standards.

- Operations supervisor for a global travel industry company managing UK source markets.- Managed, planned, organized, scheduled, and directed, a team of 15-18 customer care representatives.- Prepared, implemented, and executed performance action plans to achieve productivity and service level targets.

- Managed a team of 15-18 customer care representatives for a leading transportation company operating in Egypt & the Gulf countries.- Analyzed support tickets to identify the highest impact issues and escalate them to the client.- Ensured the delivery of services within the stated SLA, through constant follow-up and established processes.- Managed a team of 15-18 customer care representatives for a leading mobile phone manufacturer operating in Egypt, South Africa, Gulf Countries, Tunisia & Algeria.- Managed a team of 10 members handling the repair centers’ customer satisfaction feedback.- Led a team of 25-30 members handling the inbound calls of customers based on their designated source market.

 Technical Support Representative, helping with the customers' technical issues regarding their cell phones, a top performer for one month

 International account Advisor/Floor Supporter/Team Manager Delegate solved problems and searched for solutions concerning customers, provided knowledge support