• Supporting the Process Manager in overseeing the development, implementation, and improvement of processes within an organization.• Identifying areas for process improvement and efficiency gains. Working with the Process Manager to streamline workflows and optimize operations.• Collaborating with team members to ensure processes are followed correctly and consistently. Providing guidance and training as needed.• Analyzing process data and performance metrics to identify trends, issues, and opportunities for improvement.• Ensuring that processes meet quality standards and comply with regulations. Implementing quality control measures as necessary.• Documenting processes, procedures, and changes for reference and training purposes. Keeping process documentation up to date.• Identifying and mitigating risks associated with processes. Implementing risk management strategies to minimize potential issues.• Managing process-related projects from initiation to completion. Coordinating with stakeholders and team members to achieve project goals.• Communicating process changes, updates, and expectations to relevant stakeholders. Facilitating effective communication within the team.• Addressing process-related problems and issues as they arise. Developing solutions and strategies to resolve issues efficiently.• Providing training and guidance to team members on process-related tasks and responsibilities. Supporting the professional development of team members.• Ensuring processes comply with relevant laws, regulations, and industry standards. Keeping up to date with compliance requirements and implementing necessary changes.• Monitoring process performance and key performance indicators. Identifying areas of success and areas needing improvement.• Participating in continuous improvement initiatives to enhance processes, increase efficiency, and drive organizational success.

-Planning and coordinating operational activities-Monitoring and analyzing operations-Managing resources-Process improvement-Communication and coordination between different departments

- Responsible for day-to-day delivery operations.- Assist with the implementation of new processes and procedures.- Identify ways to improve customer experiences.- Interact with couriers in answering questions and resolving issues.- Daily live Tracking couriers to maintain sufficient service to the clients.- Troubleshoot and investigate fraud and troubled orders.- Monitor, anticipate, and manage the live operation to ensure a great user experience- Manage real-time fleet capacity.- Lead the communication with the fleet for ongoing orders.- Ensure a smooth operation by coordinating communication with Customers, vendors, and other internal support teams.

• Customer Service Representative. at (Careem Ride-Hailing) For (Captain Support)- Handling inbound calls from the captain to support him if faced any issues with the customer trip.- Support the captain if faced any issues with his payments.• Back Office Agent. (Careem Ride-Hailing) For (Captain Support) (Egypt & KSA)- Handling inbound tickets from the captain and replying with the right reply and supporting him with a call if faced any urgent issue or request it.• Subject Matter Expert (SME).- Handling escalated tickets from T1 agents.- Handling escalation sheets related to calls or tickets.- Escalate to the relevant department if we faced any global issue and I'm responsible to collect simple to attach to the escalation.- Support the new waves with the full information they needed and make a soft-skill session to explain how to handle the customer and angry customers.- Audit the D-Cat calls or tickets to validate them for the agents.

• Customer Service Representative at Vodafone Cash.- Handling inbound calls to solve a customer problem and follow up to keep customers satisfied with our service.- Handling angry customers when we face any delay in the transaction.• Follow Up Team.- Making outbound calls to unsatisfied customers to give more care to be more satisfied and solve their problems by 100%.• Back Office Escalation & Complaint.- Follow up with customers who ask to make a complaint or want to call Complaint Team.- Handling requests for complaints and listening to the call and sending reports to the direct manager for this agent to take the action.• Acting As Team Leader.- Managing the intervals, Listening to bad calls, Coaching my team, Create plans to achieve our target. - Control absenteeism, Improve my team skills.

- Answer the customer's call to take his order.- Write the customer's address to deliver his order to him.- Offered the new offer on the call to upgrade our sales.

Vodafone Egypt.• Customer Service Representative- Handling inbound calls to solve customer problems and follow up to keep customers satisfied with our service.• Technical Support.- Make sessions to improve the information for employees to develop their experience.- Training new employees and giving them the experience to be able to solve customer problems.• Back Office Escalation & Complaint.- Handle our customers' complaints and solve problems to help angry customers and get a good experience from them.