•Spearheaded the seamless integration of Careem's safety operations into Uber's global framework, ensuring adherence to company safety standards across the EMEA region.•Led Careem safety data management, including creating dashboards, trend analysis, and automation of data processes using SQL, Google Sheets, Excel, Tableau, and Google Looker Studio.•Developed and maintained comprehensive safety dashboards•Conducted in-depth analysis of incident rates for Careem and Uber across EMEA, providing actionable insights•Managed risk analysis for incidents across the EMEA region, identifying key trends and enhancing safety measures.•Performed ad-hoc data analyses and reports using SQL and Google Sheets to meet business, legal, and regional requirements, ensuring compliance and informed decision-making.

•Multi-Team Management: Led and managed 8+ teams with diverse functions, aligning them with regional safety goals and driving operational excellence across EMEA.•SLA Achievement: Successfully guided a team to maintain their SLA for over a year, significantly boosting overall EMEA SLA performance.•Regional Business Integration: Oversaw a high-performing team that absorbed new regional business due to their efficiency and effectiveness in safety operations.•BPO Absorption Leadership: Led three BPO absorption processes, ensuring smooth transitions and integration into existing safety operations.•Performance Management: Conducted regular performance reviews and one-on-one meetings, driving continuous improvement in team efficiency.•Team Leadership: Provided leadership and mentorship through weekly and bi-weekly sessions with investigators, focusing on personal development and professional growth.•Automation and Analysis: Automated weekly, monthly, and quarterly business analyses using SQL and Google Sheets, enhancing visibility and decision-making.•Customer Satisfaction Analysis: Analyzed safety-related reports to improve service quality and response times.•Rapid Response Modifications: Managed modifications to rapid response nodes, improving incident response times.•Dashboard Creation: Launched weekly performance dashboards for investigators and leads using SQL, Tableau, and Google Sheets, enhancing transparency.•Queue Management Automation: Developed and implemented automated queue management tools, improving case handling efficiency.•Quality Dashboards: Created MEA performance dashboards to monitor and enhance safety operations quality.•Tool Development: Designed and implemented tools like the Slack leave bot, weekly scorecards, and a daily KPI dashboard.•SLA Enhancement: Improved team SLA performance by enhancing both response times and resolution rates, significantly boosting customer satisfaction.

•Safety Policy Expertise: Explained and enforced safety policies to Customer Service Representatives (CSRs), ensuring accurate handling of customer requests.•Policy Updates & Benchmarking: Planned and benchmarked safety policy updates, aligning them with regional and global standards.•Customer Satisfaction Analysis: Analyzed customer satisfaction related to safety responses, driving improvements in service quality.•Cross-Team Relationship Management: Managed relationships between the Center of Excellence, BPO teams, safety operations, and community support teams, ensuring cohesive operations.•Performance Reporting: Crafted performance dashboards focusing on business compliance and customer-facing metrics, improving visibility into safety operations.•Business Reviews: Prepared and presented weekly and monthly business review analyses, enhancing performance tracking and decision-making.•Global & Regional Alignment: Facilitated alignment between Central and global safety teams with regional safety operations, optimizing communication and strategy execution.•Technical Support: Handled standard safety requests for Eats, Rider, and HCV businesses, providing specialized support across different business lines.

•MEA Community Support: Acted as a key representative for the MEA region, handling severe cases within the Incident Response Team, including high-profile and viral customer issues.•Customer Communication: Provided excellent service through outbound calls and in-app support, ensuring adherence to service level agreements (SLAs) while maintaining high-quality standards.•Stakeholder Collaboration: Worked closely with stakeholders to recommend and implement workflow improvements, enhancing operational efficiency.•Mentorship and Training: Mentored new employees at Uber Business Process Outsourcing, ensuring adherence to Uber’s standard workflows, and delivered training to new managers on incident response duties.•Escalation Management: Managed escalations as part of the Community Operations Manager Escalation Team, resolving complex customer issues efficiently.•JIRA Dashboard Development: Crafted the MEA SORT JIRA dashboard using Atlassian tools to manage safety reports, streamlining report management.•Knowledge Expertise: Served as the MEA Knowledge Expert, the go-to person for knowledge base inquiries, and was recognized as a Certified EMEA Mentor.•SLA Compliance: Conducted deep dives into SLA metrics, analyzing and improving agent performance and customer satisfaction.•Recognition: Awarded multiple “Above and Beyond” recognitions for exceptional support in managing backlogs, developing JIRA dashboards, and ensuring overnight task completion.•Performance Analytics: Developed personal dashboards for agent performance and analyzed trends to drive quality improvements.•Cross-Business Support: Provided support across various business lines, including Rides, Eats, and Uber Buses.

• Analyzing the business needs of the Microsoft products and write a summary about the needed software• Capturing the Custom windows image by using SCCM and DISM• Installing and supporting Microsoft products • Running the needed quires to get the updated status of all windows clients and servers • Supporting in the ticket system and documenting The Troubleshooting methodology• Perform the projects related to the international risk and how to secure the bank from it by applying international certificates requirements such as PCI-DSS certificate

• Deliver service and support to end-users using and operating automated call distribution phone software over the Internet.• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.• Diagnose and resolve technical hardware and software issues involving internet connectivity,Devices issues,Network connectivity ,Call quality,Data speed.• Research required information using available resources.• Follow standard processes and procedures.• Identify and escalate priority issues per Client specifications.• Redirect problems to appropriate resource.• Accurately process and record call transactions using a computer and designated tracking software.• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.• Organize ideas and communicate oral messages appropriate to listeners and situations.• Follow up and make scheduled call backs to customers where necessary.• Stay current with system information, changes and updates.

-planning for the new projects

-Present and sell company services to current and potential clients.-Prepare action plans and schedules to identify specific targets and to project the number of contacts to be made.-Follow up on new leads and referrals resulting from field activity.-Identify sales prospects and contact these and other accounts as assigned.-Prepare presentations, proposals and sales contracts.-Develop and maintain sales materials and current product knowledge.-Establish and maintain current client and potential client relationships.-Prepare paperwork to activate and maintain contract services.-Manage account services through quality checks and other follow-up.-Identify and resolve client concerns.-Prepare a variety of status reports, including activity, closings, follow-up, and adherence to goals.-Communicate new service opportunities, special developments, information, or feedback gathered through field activity to appropriate company staff.-Coordinate company staff to accomplish the work required to close sales.-Develop and implement special sales activities to reduce stock.-Other duties as assigned.

-Creating the marketing research form -Creating the clients' feedback form -Analyse the clients' needs and wants according to their budget and the services that we are providing -Create the training program for the clients' employees to increase their comparative advantage skills -Follow up with existing clients' to confirm their satisfaction -Create presentation,documentation for our training services -Design Flyers,Brochure,Advertising -Conduct market research to find answers about clients' requirements, habits and trends-Brainstorm and develop ideas for creative marketing campaigns-Assist in outbound or inbound marketing activities by demonstrating expertise in various areas (content development and optimization, advertising, events planning etc.)-Liaise with external vendors to execute promotional events and campaignsCollaborate with marketing and other professionals to coordinate brand awareness and marketing efforts-Plan and execute initiatives to reach the target audience through appropriate channels (social media, e-mail-Assist in analyzing marketing data (campaign results, conversion rates, traffic etc.) to help shape future marketing strategies-Undertake individual tasks of a marketing plan as assigned

was head of the CGP project in Positive student:-founded the CGP project which main job is to clarify,guide provideIn benha university and after a lot of researches to understand the university needs and it`s students desire,Positive students decided to establish its seconde massive project which is the CGPIn the beginning of the team was one committee that has it`s own way to enrich students experience to gain the needed information to know a little bit about job market needs,wants, required qualification based on the three types of skills that the EC(First Massive Project)-that positive student established which covers the English language as a main business language-did not cover such as the Technical-Technological-Interpersonal skills ,After establishing the team the Decision maker of Positive students had to recruit the head of this new massive project which was an astonishing project not only in faculty of commerce but also in the whole university ,The new head has to set his own plan,Structure,operational plan,needs and wants, levels of quality After 4 weeks of joining positive student team i was selected to be the First head of the CGP ProjectAfter a while the team has his own structre which was the matrix sturcture,the team has expanded to have 5 commites not only one commitee and established his own subsidery project(PS-Magazine) which became after a while the 3rd project of Positive students,the team was the biggest team in Postive student by reaching 38 member occubing 8 commitees which are

-Set up the yearly plan for the forum -Updated the privacy policy of the forum -Co-ordinate with the operational supervisors to set up the quarterly action plans-Co-ordinate with the marketing team to set up the monthly targeted reach for the whole forum -Established a new divisions in the forum -Established the managerial hierarchy for the forum -Updates the forum theme and the user interface design with the IT team

-Content creation – writing blog posts, articles, newsletters, communications materials, and material for social media channels-Events planner– attending industry events in your city (often outside of 9-5 hours) and planning meetups for your community-Customer relations answering questions however they come in (posts-messages-discussions ) and managing any online feedback forums such as leave a Feedback pages-Communications/marketing strategy –responsible for creating strategic marketing/communications plans to provide direction for the company’s public-facing communications-Using Google Analytics and other measurement tools to provide reports on metrics, and continually find ways to improve on those metrics through testing and new initiatives

-Increase the number of the memberships through the deals of partnerships -Established club of visitors to encourage them to become members -Creates the advertising policies and trained the new team how to apply it-updated the terms and conditions of the membership as well as the advertising panel