Bishoy Reda Bekheit

Bishoy Reda – Curriculum Vitae ■ Giza, Egypt ■ - ■-■ linkedin.com/in/bishoy-reda-642b11141 Professional Summary Results-driven Customer Service, Sales, and Operations Leader with over 17 years of experience in driving operational excellence, business growth, and customer satisfaction across multinational organizations. Proven success in operations transformation, sales restructuring, and customer experience enhancement. Skilled in leading large teams, optimizing workflows, and implementing data-driven improvements that strengthen performance and scalability. Core Competencies Leadership & Team Development, Operations Management, Sales Strategy & Revenue Growth, Process Optimization & Change Management, Customer Experience & Retention, B2B & B2C Development, Stakeholder Management, Performance Analysis & Reporting, CRM & Data-Driven Decision Making Professional Experience Senior Operations Manager – International House Cairo (Sep 2025 – Present) • Lead and oversee B2C and B2B operations, customer service, and sales functions. • Restructure operational processes to improve productivity, traceability, and workflow efficiency. • Implement automation and ATS■compatible systems to streamline customer journeys and internal processes. • Drive strategic initiatives to optimize service delivery, enhance sales performance, and support organizational growth. • Ensure alignment of operational KPIs, reporting, and performance monitoring across business units. Customer Service and Sales Manager – British Council, Cairo (Jan 2023 – Present) • Lead and motivate a team of 14 Customer Service and Sales Officers across teaching and exams departments. • Delivered 110% of annual sales targets through transformation of tracking tools and incentive structures. • Redesigned customer engagement workflows, improving service delivery and response times by 20%. • Introduced automated dashboards for KPIs, sales conversions, and customer insights. • Led cross-functional enhancements to ensure streamlined operations and customer satisfaction. Business Development Executive – MENA (Jul 2021 – Aug 2023) • Expanded B2B English training portfolio from 6 to 34 active contracts across MENA. • Executed regional BD strategies focusing on education and corporate partnerships. • Supported pipeline management, proposals, and market intelligence to drive revenue growth. Customer Service Team Leader (Feb 2016 – Aug 2022) • Supervised daily operations ensuring adherence to KPIs and quality standards. • Handled escalations and implemented corrective actions to reduce repeat issues. • Managed staffing, scheduling, performance, and training plans. • Oversaw accurate transactions and CRM system operations. Previous Experience Business Owner – Good Shepherd Paper Cups, Tbilisi (Apr 2013 – Apr 2014) • Managed production, procurement, operations, and staffing. Senior Technical Advisor – Vodafone UK, Cairo (Nov 2012 – Apr 2013) International Account Advisor – Vodafone UK, Cairo (Jan 2010 – Apr 2013) • Delivered technical support, exceeded SLAs, and trained new hires. Education Bachelor’s in English Language & Literature – Cairo University (2001 – 2005) Certifications • Strategic Thinking – British Council / LinkedIn Learning • Analyzing & Visualizing Data with Microsoft Excel Languages Arabic: Native | English: Full Professional Proficiency Tools & Systems Microsoft Excel & Office Suite, CRM Systems, FABS, CAMPUS, SAP, Salesforce, HubSpot, Power BI, LinkedIn Sales Navigator, Google Workspace