Sherif Hassan
6th of October City, Egypt
- |- https://www.linkedin.com/in/sherif-hassan-
Professional Summary
Dynamic and results-oriented Operations Manager with 20+ years of experience in
hospitality, customer service, and business management across the Middle East. Adept at
driving operational excellence, leading multicultural teams, and enhancing customer
satisfaction. Proven track record in process optimization, retention strategies, and
performance improvement. Highly adaptable and strategic, with hands-on leadership and a
deep understanding of guest experience expectations in high-volume service environments.
Core Competencies
• Hospitality Operations
• Team Leadership & Development
• Customer Experience Strategy
• KPI & SLA Management
• Performance Optimization
• Conflict Resolution
• Retention & Revenue Growth
• Process Improvement
• Multicultural Team Management
Professional Experience
MM Solutions, LLC (Amazon) – Wilmington, DE / Remote
Operations Manager | Nov 2021 – Present
- Led a team of agents to consistently meet KPIs and SLAs in a high-paced environment.
- Conducted performance reviews, coaching, and training plans, resulting in a 15% increase
in team efficiency.
- Designed and implemented process improvements that reduced handling time by 10%.
- Maintained high employee retention through mentorship and engagement strategies.
- Coordinated with cross-functional teams to ensure seamless service delivery and risk
mitigation.
OSN (Orbit Showtime Network) – Egypt
Revenue Agent & Customer Experience Lead | Mar 2017 – Jan 2022
- Achieved 92% retention in final quarter by offering tailored reactivation plans to
customers.
- Exceeded monthly retrieval targets by 20% through proactive coordination and follow-up.
- Upsold new packages and equipment, maintaining a 95% sales achievement rate.
- Resolved high-volume customer complaints with a 95% satisfaction rate.
Luxury Co. for Tourism – Cairo, Egypt
IT & Operations Support Specialist | Jan 2012 – Feb 2017
- Provided operational support for tourism and hospitality software and systems.
- Led software upgrades, enforced operational procedures, and supported daily activities.
Pride Land Technology – Cairo, Egypt
Business Partner / Operations Lead | Nov 2007 – Sep 2013
- Negotiated contracts and managed operations for internet and tech retail services.
- Supervised marketing and technical teams to ensure service quality and efficiency.
Earlier Experience
- IT Specialist, Heliopolis Hospital -)
- Usher, Promoters International -)
- Casting Director, Talents Casting Agency -)
- Trainee Accountant, Petrozeit (1997)
Education
Bachelor’s Degree in Accounting and Finance
Faculty of Commercial and Business Sciences, Egypt | 1993 – 1999
Certifications
- Oracle Certified Expert – SQL & Forms Developer
- General Accountant Certificate
- Data Analysis Challenger Program
Technical Skills
Microsoft Office Suite | Oracle | CRM Systems | Hospitality Software | Data Analysis Tools
