Work experience

• Operations Manager

  Keeta

  2025.07-Current

  (a year)

  Leading Customer Operations across KSA, overseeing both in-house and multi-country BPO teams (Egypt & Jordan) to deliver high-quality, scalable customer support. Key responsibilities and achievements: • Managing end-to-end customer service operations across multiple channels (chat, tickets, support flows) • Driving Customer Experience performance through KPIs such as CSAT, FCR, AHT, and Quality • Leading vendor management strategy, including performance governance, SLA adherence, and cost optimization • Scaling operations during peak seasons (e.g., Ramadan) through workforce planning and real-time operational adjustments • Improving operational efficiency through process optimization, SOP enhancements, and performance management frameworks • Partnering with Product, Logistics, and Marketing teams to translate Voice of Customer insights into actionable improvements • Reducing operational costs through outsourcing strategy and efficiency initiatives while maintaining service quality • Leading and developing Operations Managers and frontline leadership to ensure consistent performance delivery
• Strategy and Planning SR. Manager

  Extensya

  2023.05-2025.07

  (2 years)

  (2 years 3 months) Responsible for ensuring that a business has enough staff with the right skills to achieve its goals. Main duties include analyzing, forecasting future workforce needs, and developing staffing plans to address those needs. Some of the specific tasks included in the job description might include: 1. Monitoring staffing levels and ensuring that they meet demand. 2. Developing and implementing policies and procedures for strategic workforce planning. 3. Creating and managing staffing budgets and schedules. 4. Analyzing data related to employee turnover, productivity, and employee satisfaction. 6. Identifying potential skills gaps and developing training plans to address them. 7. Developing succession plans and career paths for employees within the organization. 8. Conducting analysis of labor market trends and industry benchmarks to ensure that staffing plans are aligned with current best practices. Talent Acquisition: 1. Determine current staffing needs and produce forecasts 2. Develop talent acquisition strategies and hiring plans 3. Lead employment branding initiatives 4. Perform sourcing to fill open positions and anticipate future needs 5. Plan and conduct recruitment and selection processes (interviews,screening calls etc.) 6. Take steps to ensure positive candidate experience 7. Assist in employee retention and development 8. Supervise recruiting personnel 9. Organize and/or attend career fairs, assessment centers or other events 10. Use metrics to create reports and identify areas of improvement
• Outsourcing Operation & Workforce Manager

  talabat

  2020.03-2023.03

  (3 years)

  6 years 9 months (3 years 1 month) Ensuring staff members are achieving desired service levels and taking corrective action, as needed. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. Authorizing replacements or refunds. & Manage a team of workforce Supervisors & Planners Specialists Provide clear guidance to the team and push for a “proactivity” posture. Owns the development and implementation of staffing and metric models, reporting, and analysis. Develop policies that impact the workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to. Train team members, managers, and trainers on the use of workforce planning tools. Communicate with management and operations team to ensure compliance with client and company dialing standards. Develop reporting processes, dashboards, and presentations to fulfill senior leadership reporting needs. Help drive continuous improvement to increase productivity, and accuracy, and improve case management staffing levels. Work with upper management and use data to identify the changing skills workers will need, skills adjacencies, and craft learning and career path plans based on objectives Help teams design and craft ways for employees to learn and to roll out the continuous learning people need to perform effectively as organizations pivot at speed and scale.
• Regional Content Auditing Supervisor

  xxz

  2020.01-2020.03

  (3 months)

  Supervise the functions of inbound/outbound and cold with team leaders. Ensure performing operational customer service surveys. Provide call center personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently and calibrate and validate the new restaurant's documents based on the checklist "legal wise & Financial documents & Sales contract" and calibrate weekly with the regional team on the performance of sales specialist to reduce the rejected vendors by tackling the rootcauses
• Operations Supervisor

  xx

  2018.07-2019.12

  (a year)

  (1 year 6 months) Supervise the functions of inbound/outbound and cold with team leaders. Ensure performing operational customer service surveys. Provide call center personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently
• Team Manager

  xxx

  2017.03-2018.06

  (a year)

  (1 year 4 months) Monitor chats/calls/tickets either live or saved and provide feedback. Support Process Improvement and contribute to process optimization. Support team members by answering questions and providing knowledge or solutions. Monitor adherence and conformance to shifts and schedules
• Back Office Employee

  xx

  2016.07-2017.03

  (9 months)

  following Up customers orders & Following up with them set customer expectations
• Call Center Representative

  Mobily

  2015.12-2016.07

  (8 months)

  When i Joined .. My Responsibilities is Serve Customers And Solve Thier Problems and Be Good Listener To Them .. And be Creative At My Team Like Be Multi Tasking

Educational experience

• Thebes Academy

  Accounting

  2008.01-2013.01

  (5 years)

Certificates