Work experience

• Account Manager

  e& UAE

  2025.01-Current

  (a year)

  Led the successful launch of Etisalat UAE’s Prime Business line for SMEs, managing 450+ clients and driving over AED 10M in revenue. Executed in-depth client analysis to develop tailored B2B solutions across mobility, fixed services, and digital transformation. Built and maintained a structured sales pipeline using Excel, optimizing lead tracking and conversion. Generated substantial revenue through strategic upselling and cross-selling, positioning Etisalat as a one-stop provider. Championed consultative selling, highlighting Etisalat’s full-service ecosystem —Telecom, Digital Marketing, Payment Solutions, and CCTV. Leveraged data-driven insights to solve client challenges, enhancing customer experience and retention. Fostered strong client relationships by collaborating across departments, ensuring seamless service delivery and satisfaction.
• senior product Compliance

  Amazon

  2022.04-2025.01

  (3 years)

  6 years 3 months (2 years 10 months) Accomplishments: We reviewed and ensured compliance with over 300,000 products within three months, matching the performance levels of entire European teams. It developed a quality analysis system that boosted team accuracy to 98-100% by conducting thorough error analysis and organizing training sessions on common mistakes. Led automation efforts by testing and training machine learning models, reducing manual work by 20% in the first phase, with a 95% success rate. Provided critical feedback and participated in test cycles, improving automation tools across the MENA region. Job Responsibilities Developed and optimized over 1,800 global compliance rules using RegEx syntax, significantly enhancing the detection, and accuracy of non-compliant products. Led machine learning and automation initiatives, reducing manual labor by 20% in the initial phase, with a 95% success rate, in automation processes. Conducted data analysis and root cause identification, collaborating with support teams to implement corrective actions, and driving improvements in operational efficiency. Oversaw quality control in compliance operations, managing error analysis and successfully reducing inaccuracies. Trained and mentored new associates, streamlining onboarding processes and improving overall team proficiency. Coordinated project planning, delivered progress reports, and ensured successful execution through regular stakeholder, meetings and effective communication.
• senior fraud investigator

  Amazon

  2020.11-2022.04

  (a year)

  (1 year 6 months) Accomplishments: Significantly reduced fraud-related incidents, strengthening transaction security and mitigating risks. Fostered cross-team collaboration, resulting in process enhancements and accelerated case resolution. Job Responsabilities: Conducted comprehensive investigations of A-to-Z claims across UK and MENA markets, effectively resolving complex, cases by analyzing transactional data and communications. Identified and escalated fraud patterns, working closely with internal teams to mitigate risks and enhance fraud prevention efforts. Consistently surpassed performance benchmarks for productivity and quality, contributing to the improvement of fraud, detection and prevention strategies. Oversaw chargeback processes, ensuring accurate documentation and resolution of high-risk transactions. Analyzed emerging fraud trends and provided data-driven insights to strengthen security protocols and mitigate future risks.
• Customer Service Team Lead / CRM

  Amazon

  2019.11-2020.11

  (a year)

  (1 year 1 month) Achieved a remarkable increase in customer satisfaction by raising CRM performance from 60% to 95% within four months, through strategic service enhancements and direct customer engagement. Reduced compensation cases from 300 per week to 15 per month by streamlining the problem-solving process and prioritizing high-impact issues. Lowered compensation costs from $50,000 per week to $5,000 per month by implementing an improved issue resolution system. Spearheaded the development of an associate training program to enhance email-based customer interactions, contributing to the overall success of the CRM initiative. Introduced a system to support overnight associates in managing shifts, improving their work-life balance without affecting performance.
• Sales Manager

  stylish optics

  2017.01-2020.01

  (3 years)

  In my role as Sales Manager for a leading sunglasses brand, I successfully drove significant sales growth while managing relationships with key retailers and distributors across Cairo and Giza. Over the past two years, I sold over 20,000 units with only 100 defective products, a testament to my focus on product quality and operational efficiency. Key Achievements: Increased Sales: Achieved sales of more than 20,000 sunglasses in two years, maintaining a 99.5% quality rate, with only 100 product defects. Distributor & Retailer Relations: Established and nurtured strong partnerships with 20+ retailers and distributors in Cairo and Giza, ensuring consistent product availability and maximizing sales opportunities. Market Expansion: Played a key role in expanding the brand's market presence across major regions, identifying new business opportunities, and onboarding new distributors. Sales Strategy: Developed and executed sales strategies to drive product visibility and reach sales targets, adapting to market trends and customer needs. Customer Support: Delivered excellent support and service to retail partners, ensuring timely deliveries, effective promotions, and resolving any issues to maintain a strong business relationship.
• Customer Service Representative

  Amazon

  2018.11-2019.11

  (a year)

  (1 year 1 month) Key Responsibilities: • Delivered high-quality customer service through phone, email, and chat channels, addressing and resolving customer inquiries and complaints with afocus on achieving complete customer satisfaction. • Managed inbound calls efficiently, adhering to Contact Center Management guidelines for average handling time and service level agreements (SLAs). • Applied advanced troubleshooting and problem-solving techniques to resolve customer issues during the first interaction, consistently meeting the First Call Resolution (FCR) target. • Promoted business growth by identifying cross-selling and up-selling opportunities for the company’s products and services, contributing to increased Average Revenue Per User (ARPU). • Accurately updated and maintained customer information in the database, ensuring up-to-date records for strategic decision-making and planning. • Proactively escalated urgent issues to the appropriate departments, ensuring timely resolution and minimizing customer impact. • Demonstrated comprehensive knowledge of company products, services, and solutions, ensuring accurate and reliable information delivery to customers. • Strictly adhered to company policies and procedures, ensuring the confidentiality and security of customer data in compliance with relevant regulations.

Educational experience

• University Of Sadat City

  Accounting and Business/Management

  2014.01-2018.08

  (5 years)

Certificates