- Shifted to Senior Business Analyst after demonstrating exceptional analytical skills andstrategic insight.- Conduct comprehensive analysis of business operations, market trends, and customerbehavior to drive informed decision-making and strategic planning.- Collaborate with cross-functional teams to identify areas for improvement and implementsolutions to optimize business processes and enhance efficiency.- Provide actionable insights and recommendations to top management based on data-driven analysis, contributing to the achievement of organizational objectives.- Directed the establishment of sales and KPIs targets for the company, leveraging data analysis and market insights to drive strategic decision-making and achieve revenue goals.- Lead projects to streamline workflows, improve data accuracy, and enhance reportingmechanisms, resulting in increased operational effectiveness.- Develop and maintain key performance indicators (KPIs) and dashboards to monitorbusiness performance and track progress towards strategic goals.- Act as a liaison between business stakeholders and Data teams to translate business requirements into technical specifications for system enhancements and process improvements.

- Spearheaded the entire customer lifecycle management process, meticulously segmenting supply and demand dynamics. Ensured seamless delivery of targeted campaigns, leveraging a sophisticated targeting system.- Monitoring of key growth KPIs through the strategic launch of diverse commercial campaigns. Engineered dynamic marketing and sales funnels to rigorously test hypotheses, employing AB testing and extensive experimentation. Facilitated cross-functional collaboration across Sales, Marketing, Data, Product, and Finance departments, spearheading activation and reactivation campaigns for targeted customer segments to drive retention and growth.- Applied Design Thinking methods in conceptualizing and implementing compelling offers and promotions. Strategically employed innovative methodologies to tailor offerings to customer needs and preferences, ensuring a unique and engaging customer experience.- Pioneered region-specific strategies by discerning and capitalizing on distinctive market trends in diverse regions across Egypt.- Achieved a remarkable 10% boost in order conversion and a notable 15% surge in customer retention rates, underscoring a proven track record in driving tangible results.- Fostered close collaboration with the data analytics team, systematically evaluating campaign results to extract actionable insights and implementing strategic changes. Led initiatives with the data science team, constructing prediction models that enhanced retention and augmented customer spending on the platform.- Drove continuous improvement in CRM & CVM operations, implementing strategic enhancements day-to-day to elevate operational efficiency and expand reach, ensuring a dynamic and responsive customer experience.- Proactively managed the Fatura platform, meticulously identifying key areas for improvement. Collaborated seamlessly with the product team to institute enhancements, emphasizing a product-centric approach that elevated the overall user experience.

- Managing customer journeys and detecting pain points and coordinating action plans with other departments about possible improvement areas in the customer journey.- Mapping the customer journeys and championing opportunities to proactively intervene on the client’s behalf- Designing/Improving specific customer experiences that meet customer expectations.- Driving customer retention, reducing churn, and increasing customer satisfaction.- Analyzing data to provide customer insights to be used in strategic decisions.- Creating, editing, and altering customer service strategies and procedures in an agile manner to best deliver a satisfying experience for all customers.- Managing and updating the customer loyalty program and activities that will enable and enhance customer satisfaction and loyalty.- Hired, trained, and mentored top customer service agents and front-end staff.- Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them.- Tracking satisfaction levels, analyzing in-app reviews, testing various strategies on preselected customers, and acting upon customer insights.- Effectively/Professionally managed outsourced call center services provider “Wasla”, outsourcing all Fatura’s customer interactions. Planning and executing internal/external communications.- Using metrics such as (Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Churn Rate, and Customer Retention)- Sharing the insights from the customer understanding tools (Mixpanel, Intercom, and different CRM Systems).

- Overseeing all aspects related to properties and their maintenance. Making sure safety guidelines are respected, keeping the property in good shape, overseeing repairs, budgeting, and assisting the landlord with business obligations- Managing properties in an efficient and value-enhancing manner.- Conducted property tours for prospective tenants, and explained the advantages of location and services.- Answering prospective guest inquiries and arranging for guest check-ins to achieve satisfaction. - Liaising with both tenants and landlords.- Exceeded standards of customer expectations and satisfaction through effective and sound judgment. - Exceeded over 75+ positive reviews from a culturally diverse group of people from around the world.- Maintains excellent customer relationships.