* Oversaw the formation of the company's first Operation Department of Holding as a development project, bringing together 16 employees from the Finance, Legal, Facility, HR, Security, and Events departments. This led to a 40% boost in team optimization.* Establishing an Excellence Centre under the guidance of a PMI-certified expert through two internship programs at two separate company branches.* Determining the company's traditional processes (as is) to develop process improvement guidelines (to be) for the New Operation Department, as well as crucial strategic papers for each segment of the Holding (Main Workflow, Organisation charts, Business Canvas, and Value Chain...)* Keeping an eye on, spotting, and swiftly fixing operational problems, which led to a 20% increase in satisfaction scores.

* Served as a product owner for the organization's CRM system.* Ensured the system’s smooth operation and ongoing support, actively addressing issues and providing timely solutions with the Product manager and development team.* Collaborated closely with cross-functional teams, including operation, sales, and customer support to gather requirements and ensure alignment with business objectives.* Acted as a bridge between end-users and development teams, translating business needs into actionable development tasks.*Ensured that the CRM system's interface aligns with industry standards and provides an intuitive user experience.