M Ai

Summary A highly experienced and versatile professional with a diverse background across operations management, customer service, and team leadership roles. With a proven track record of successfully achieving targets and driving results, I excel in optimizing processes, enhancing customer satisfaction, and fostering employee engagement. My expertise lies in:  Operations Management  Process Improvement and Reporting  Team Leadership and Employee Engagement. Mai Haggag Contact Alexandria, Egypt. -. - Additional skills & languages               Remote Teamwork Training University Teaching Process Scheduler Employee Engagement Following Up Market Research Human Resources Information Systems (HRIS) Business Decision Making Market Research Time Management Microsoft Office CRM ERP System (ZOHO) I With a strong commitment to excellence, I am dedicated to contributing my experience, capabilities, and drive to support an organization's success and achieve its goals. Skill Highlights  Training and Coaching  Recruiting  Reporting  Project management  Business Analysis and Development Education Certifications and Courses          Project Management – 2020 Agile – 2020 Team Lead – 2019 Six Sigma Yellow Belt certificated – 2010 Graduated from MCIT program from OTT – 2007 Certificated Oracle Application server 10g administrator OCA – 2007 Mini certificate for web & Graphic design – 2007 Soft Skills – 2007 Business communication – 2007 Bachelor of Accounting: 2004 Alexandria University, Egypt. Experience 2022 - 2023 Manager director for Star Hostel         Handle Marketing analysis for the pricing and setting the units pricing for customer reservation Handle advertising, marketing, customer service, and reservations Organize customer internal trips and transportation throughout the trip Hire and train staff to maintain customer satisfaction throughout their stay Identify training opportunities and deficiencies and ensure that the staff are properly trained Address employee issues with professionalism and confidentiality Engage employees with day-to-day operations and institution duration Generate profit and expense reports quartile and annually 2021 - 2022 Muslim Learning Portal Operations Manager  Implement strategies to improve customer satisfaction, increase first interaction resolution, and meet contractual call center metrics.  Process Improvement and Reporting.  Provide regular reports and presentations to General Manager on call center achievements, challenges, and performance. 2020 - 2021 Pass Shipping Customer Operations Manager  Increase first resolution by 25% in the second quarter and decrease AHT by 15% in the first quarter.  Employee Engagement and Development.  Set ticket priority and fulfillment rates, enhancing customer satisfaction and order fulfillment by 28% and 20% respectively in the first quarter.  Reporting and Stakeholder Management. 2019 - 2020 Infinite Real State Team Supervisor  Hire, train, and prepare call center representatives to effectively handle customer inquiries, complaints, and real estate leads.  Implement strategies to increase lead generation by 12% in the first quarter and improve the outbound rate by 40% in the second quarter.  Reporting and Collaboration. 2016 - 2019 Vodafone UK Customer Service Team Lead     Team Environment and Communication. Set a goal to increase customer satisfaction for the team by 8.24% within the first quarter. Focus on improving the first call resolution rate by 15% during the same timeframe. Implement training programs to enhance technical query handling, aiming for a 7% improvement in customer stratification and a 5% increase in first call resolution rate (FCR).  Reporting, Training, and Logistics. 2015 - 2016 Vodafone UK Technical Support  Call Handling and KPI Maintenance.  Troubleshooting and Documentation.  Knowledge Management and Performance Reporting. Experience 2011 - 2015 Sutherland (3 years 6 months) Quality control in Schlumberger account  Project Implementation and Compliance:  Effective Audit Process and Quality Assurance:  Reporting, Feedback, and Collaboration: 2012 - 2014 Customer Support and Health and Safety Engineer in Schlumberger account  Handle customer calls to address technical or billing queries and ensure customer satisfaction and issue resolution.  Foster open and interactive communication with team members and clients to establish sustainable relationships of trust.  Manage customer complaints, offer suitable solutions and alternatives within specified time limits, and follow up to ensure resolution.  Meet and exceed the role's Key Performance Indicators (KPIs) set.  Act as the Escalation Desk and subject matter expert for the team, providing guidance and support for complex cases for a duration of 9 months. 2011 - 2012 New Horizon Computer Instructor     Plan and organize class activities for assigned classes. Take part in talented student summer camps. Contribute to the preparation of handouts and monthly tests. Teach computer courses covering ICDL, database, programming, and website design for various age groups, starting from 7 years old.  Facilitate teamwork and collaboration for final projects in institutional learning programs. 2011 - 2012 Lecico Egypt Business Development Specialist  Business Opportunity Strategy and Execution.  Product Development and Client Engagement.  Lead negotiations with clients to determine product requirements and develop robust business plans, ensuring alignment with market demands and company objectives.  Provide guidance and support to potential third-party clients, evaluating income potential and assessing the fit between their mission and the company's values.  Relationship Management and Strategic Adaptation.  Conduct assessments and evaluations to gauge student performance and identify areas for improvement, implementing appropriate strategies to address individual learning 2008 - 2011 International British Institute Computer Instructor  Lesson Planning and Preparation.  Prepare new examples and materials tailored to the specific needs of each group, covering topics such as Photoshop, CorelDRAW, ICDL, office applications, programming, and database.  Collaborative Teaching and Support.  Monitor and track student progress, providing feedback and guidance to help students improve their learning outcomes. Experience January 2006 - January 2008 Elamsa Company Office Manager  Administrative Support and Coordination.  Project Management and Follow-up.  Assist in budget management and financial planning by organizing financial information and providing support in the preparation of financial reports. March 2006 - December 2006 ECTCO Market Research and Customer Service  Prospective Client Engagement and Proposal Development.  Technical Proposal Coordination and Follow-up.  Business Opportunity Awareness and Research September 2005 - March 2006 Intertex Company Manager Assistant  Visitor Reception and Communication.  Administrative Support and Coordination.  Travel and Event Coordination.