Responsible for managing and nurturing relationships with clients, Act as point of contact between Amazon and vendors, Resolving clients issues and concerns, Take initiatives in identifying growth opportunities For both Amazon and the client

leading a bilingual frontline team working for Vodafone Spain and located at Egypt and also another Backoffice team handling all tickets and system related actions. I had the opportunity as well to manage overseas team located at Romania. seeking usually to improve the performance of my team members and help them to be at their best, guiding them to unlock their skills and to utilize their capabilities to reach where they want, also managing the client relationship and always engaging with them to share views and ideas.

Calculating the required HC for the current and new service lines ensuring, revisiting the actual FTE's of each account to ensure the highest resources efficiency, creating the weekly and monthly schedules for operation making sure of the right allocation of all employees to achieve the SLA targets, providing all shrinkage reports and planning heatmaps to operation managers to help them take the right decisions, making performance, Conformance & adherence and attendance reports.

worked as RTM and SMC specialist for almost 2 years, where I had the responsibilities to audit, validate and provide insights on queues performance in addition to ensuring the right functioning of all hardware assets and solving all technical issues related to the system locally or broadly.