Leadership, Delegation
Abdelaziz Nasser
Operations Manager | Lean Six Sigma Yellow Belt Certified | Process Improvement Specialist
Dokki
Summary
Dynamic Compliance Officer at Transcom Egypt with expertise in risk management and compliance monitoring. Successfully developed training programs that enhanced employee awareness and streamlined reporting processes, improving efficiency. Proven ability to mentor teams and foster collaboration, resulting in increased customer satisfaction and a culture of continuous improvement.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Freelance Tour Guide
Ministry Of Tourism
Cairo, Cairo Governorate
08.2011 - Current
- Provided excellent customer service during pre-tour interactions such as answering questions via email or phone calls.
- Built personal relationships with guests to promote positive experiences.
- Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
- Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
- Ensured timely departures and arrivals by strictly adhering to schedules while remaining flexible enough to accommodate unforeseen circumstances or special requests from guests.
- Improved group safety by vigilantly monitoring tour participants and implementing strict adherence to safety guidelines.
- Received numerous positive reviews from clients, reflecting strong communication skills and in-depth knowledge of tour subjects.
- Worked collaboratively with team members to develop innovative strategies for improving overall tour quality and visitor satisfaction.
- Trained new hires ensuring they were well-prepared knowledgeable about their assigned tours before leading them independently.
- Stayed current on area history, culture, events, attractions by attending workshops, lectures, conferences regularly updating tour information accordingly.
- Streamlined booking process with digital tools, making it easier for customers to reserve and customize their tours.
- Developed new tour routes to highlight lesser-known attractions, expanding company's offerings and attracting niche markets.
- Conducted thorough research on cultural landmarks to ensure accuracy and depth in storytelling.
- Fostered culture of learning and curiosity among tour guides and guests alike, contributing to memorable and educational experience.
- Increased repeat customer rates, building strong relationships through personalized interaction and follow-up.
- Crafted and distributed engaging promotional materials, drawing attention to seasonal tours and special events.
- Guided groups of up to 50 people on scheduled tours.
- Inspected tour sites for potential hazards and arranged for repairs when needed.
- Arranged for additional resources and personnel when needed to accommodate larger tour requests.
- Developed engaging and informative scripts, guiding tour members through attractions.
- Furnished customers with unique experiences by developing and creating new tour routes.
- Worked closely with management staff to create new and lucrative tours.
- Collaborated with other tour guides to provide comprehensive and enjoyable experience.
- Informed tour members of safety risks associated with attractions, confirming customer security.
- Adapted tours to accommodate varying physical abilities, ensuring inclusive and enjoyable experience for all guests.
- Elevated tour group satisfaction, tailoring each tour to meet diverse interests and accessibility needs.
- Implemented feedback mechanisms for guests, using insights to continuously improve tour content and delivery.
- Ensured safety and comfort for all participants, promptly addressing any concerns or emergencies that arose.
- Boosted online reviews and ratings by consistently delivering exceptional tour experiences.
Freelance Digital Marketing Specialist
Udacity
Cairo, Egypt
08.2021 - Current
- Boosted website traffic with targeted SEO tactics, keyword research, and content optimization.
- Strengthened online presence by creating engaging social media content and managing multiple platforms.
- Created and deployed social media content, engaged with target audiences and boosted reach with strategic ad placements.
- Optimized e-commerce campaigns through A/B testing to increase online sales.
- Created social media content with innovative brand messaging to support new product launches.
- Created Pay-Per-Click campaigns to drive targeted traffic to company website.
- Evaluated market trends to stay current on consumer and competitor changes.
- Implemented new strategies to improve click-through rates and conversion.
- Collaborated with cross-functional teams to develop integrated marketing plans that included both traditional and digital channels.
- Optimized company website to improve engine ranking, user experiences and conversion rates.
- Improved conversion rates by designing and executing A/B tests for landing pages and ad campaigns.
- Managed digital projects from initial concept through final implementation and live monitoring.
- Cultivated a strong online community by engaging with followers, responding to comments and messages, and proactively addressing customer concerns.
- Created reports on digital marketing efforts using analytics tools to track and measure digital marketing success for management.
- Created compelling content for various digital channels, enhancing engagement and encouraging shares.
- Conducted detailed market research to inform strategic planning and decision-making.
- Analyzed performance metrics to identify trends and areas for improvement, informing future strategies.
- Developed and executed targeted email marketing campaigns to enhance customer engagement and retention.
- Educated team members on latest digital marketing trends and technologies, fostering culture of continuous learning.
- Improved social media presence by creating and managing content across platforms, leading to higher brand visibility.
- Managed PPC campaigns, adjusting bids and keywords to maximize ROI.
Compliance Officer
Transcom Egypt
Cairo, Cairo Governorate
11.2021 - 11.2024
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Developed comprehensive training programs to increase employee awareness of compliance requirements and expectations.
- Managed relationships with regulators, maintaining open lines of communication to ensure transparent operations.
- Collaborated with cross-functional teams to address compliance concerns, fostering a culture of shared responsibility.
- Designed risk assessment frameworks to evaluate organizational vulnerabilities and prioritize areas requiring attention.
- Streamlined reporting processes for improved efficiency in submitting data to regulatory agencies.
- Implemented successful remediation efforts following audit findings, minimizing adverse consequences for the organization.
- Advised senior management on strategic planning initiatives, incorporating compliance considerations into decision-making processes.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Assisted in recruitment to build team of top performers.
- Evaluated new regulations for potential impact on business operations, taking proactive measures to ensure readiness for implementation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Managed senior-level personnel working in marketing and sales capacities.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Senior Ticketing Agents
Alomsafer
Cairo, Egypt
03.2018 - 01.2020
- Collaborated closely with corporate accounts to plan seamless group travel arrangements for meetings, conferences, and retreats.
- Cultivated a loyal clientele through attentive service and expert guidance on all aspects of their travel planning process.
- Spearheaded marketing initiatives to expand the client base while maintaining a high level of repeat business from satisfied customers.
- Ensured compliance with company policies as well as local regulations pertaining to international travel.
- Enhanced client satisfaction by providing personalized travel recommendations and exceptional customer service.
- Implemented streamlined processes for handling customer inquiries and bookings, increasing efficiency within the team.
- Increased overall sales by designing tailored travel packages that catered to clients'' unique needs and preferences.
- Negotiated competitive rates with preferred vendors, optimizing the value of travel services offered to clients.
- Developed strong relationships with key industry partners, resulting in exclusive access to special promotions and offers.
- Delivered exceptional results under tight deadlines by leveraging organizational skills and attention to detail.
- Managed complex travel itineraries effectively, ensuring smooth and efficient trips for high-profile clients.
- Evaluated client feedback regularly to continuously improve the quality of service provided.
- Organized educational trips for staff members to experience firsthand new products and destination offerings.
- Monitored industry developments to stay ahead of the competition and provide innovative solutions for clients.
- Resolved any issues or concerns swiftly, going above and beyond to ensure complete client satisfaction at all times.
- Demonstrated flexibility in adapting to evolving client needs, resulting in lasting business relationships and a strong reputation in the travel advisory sector.
- Fostered an environment of collaboration among colleagues by sharing insights on best practices in itinerary planning.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Generated travel-related reports for clients to facilitate decision-making.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Helped customers with passport and visa applications.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
- Resolved customer complaints by offering solutions and escalating issues when necessary.
- Ensured timely resolution of any discrepancies found within booking systems, maintaining accurate records for future reference and analysis.
- Maintained accurate records of transactions, ensuring accountability in all financial exchanges.
- Kept current on airline policies and procedures to provide accurate information to passengers at all times.
- Input customer reservations, payment sources, and contact details into Sabre system.
- Facilitated smooth boarding processes by verifying passenger documentation prior to departure timeframes accurately.
- Utilized reservation software to quickly access traveler information and make necessary adjustments to bookings.
- Increased repeat business by building rapport with customers and providing exceptional service.
- Streamlined wait times for customers by managing queues and handling inquiries promptly.
- Sold, printed, and issued tickets to guests.
- Improved overall efficiency of ticketing operations by implementing organizational strategies that increased daily productivity levels.
- Collaborated with colleagues to maintain a consistently high level of service across all departments.
- Reviewed tickets, identification, and passports to verify traveler identity.
Education
Bachelor's Degree in Tourism Guidance - Tourism And Travel Management
6 Of October University
Egypt 10.2007 - 06.2011
Skills
Compliance monitoring
Risk management
Internal controls
Compliance reviews
Document review
Auditing processes
Team supervision
Teamwork and collaboration
Work planning
Team motivation
Problem-solving
Mentoring
Additional Information
As a Freelance digital marketer i have these helpful set of skill s below:
Content creator and writer and copywriter.
Managing advertising campaigns on all social media platforms.
Writing content on all social media platforms. Working in a team and organizing it to reach the best plans and achieve the desired results.
Organizing appointments and adhering to delivery dates and deadlines.
Managing social media pages.
E-commerce including Amazon and Shopify.
E-marketing and choosing the best sources to attract potential customers.
Experience in PowerPoint, excel, word.
Creating ideas that help stores and emerging companies achieve their goals and increase their growth.
Work under pressure and also patience, flexibility and mastery of work.
Professional landing page design.
Increase followers of social networking pages.
Use the best trending hashtags and tags. Designing flyers, logo and page covers very professionally.
Voice over.
Translate any textbooks, conversations, movies from English to Arabic and vice versa.
Software
Emotional Intelligence
Negotiation/Persuasion
Resilience
Conflict Resolution, Patience
Certification
Certified Business Manager, LSSIC
Diving
Advanced Open Water PADI Diver
Timeline
Certified Business Manager, LSSIC
12-2023
CPM - Certified Professional Manager
12-2023
Compliance Officer
Transcom Egypt
11.2021 - 11.2024
Freelance Digital Marketing Specialist
Udacity
08.2021 - Current
Senior Ticketing Agents
Alomsafer
03.2018 - 01.2020
Freelance Tour Guide
Ministry Of Tourism
08.2011 - Current
Bachelor's Degree in Tourism Guidance - Tourism And Travel Management
6 Of October University
10.2007 - 06.2011
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