Ahmed Hassan
Performance & Experience Manager
Cairo
Summary
Dynamic and results-driven Operational Specialist with over 8 years of experience in the startup ecosystem. Proven expertise in driving operational change, leveraging data analytics for process improvement, and enhancing overall performance. Adept at managing supply and demand fulfillment, leading cross-functional teams, and delivering exceptional customer service. Demonstrated ability to negotiate contracts, optimize pricing strategies, and spearhead recruitment processes. Strong background in leadership, people management, and strategic planning, underpinned by a Bachelor’s degree in Information Systems. Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
2
2
Languages
4
4
years of post-secondary education
Work History
Performance & Experience Manager
ILLA
2 2024 - Current
- Led initiatives to enhance customer and partner experience, resulting in a 20% increase in satisfaction scores
- Implemented performance metrics that improved operational efficiency by 15%
- Developed training programs for new hires, reducing onboarding time by 25%
- Coordinated with various departments to ensure seamless integration of new processes
- Conducted regular performance reviews and provided actionable feedback to team members
- Enhanced customer retention rates by implementing a new feedback system.
- Aligned company objectives with individual goals, fostering a collaborative environment that prioritized teamwork and collective success.
- Motivated team members through recognition programs focused on rewarding high performers.
Supply Process & Performance Manager
ILLA
08.2023 - 01.2024
- Streamlined supply processes, reducing operational costs by 10%
- Collaborated with cross-functional teams to implement process improvements, resulting in a 30% increase in productivity
- Analyzed data to identify bottlenecks and developed strategies to address them
- Led a project to revamp the supply chain management system, enhancing accuracy and efficiency
- Balanced short-term results with long-term strategies by prioritizing projects according to overarching business objectives.
- Optimized resource allocation by evaluating project needs and matching the right talent with the appropriate tasks.
Supply Operations Manager
Swvl
09.2021 - 08.2023
- Managed supply chain operations for a fleet of over 1500 vehicles
- Increased supply acquisition by 20% through strategic partnerships and market expansion
- Conducted supplier performance analysis, leading to a 15% improvement in service quality
- Negotiated contracts and pricing agreements, saving the company 10% in costs
- Developed and implemented operational policies and procedures to streamline activities
- Coordinated with the marketing team to align supply initiatives with promotional campaigns
- Improved fleet utilization rates by 25% through effective resource management.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Implemented quality control systems that boosted overall product consistency and reliability.
Contractors Channel Manager
Swvl
01.2019 - 08.2021
- Created and managed the Contractors Channel from inception, growing it to contribute 60% of the fleet
- Oversaw contractor management and facilitated supplier growth by 25%
- Developed and implemented contractual agreements with suppliers
- Conducted supplier analysis to optimize re-pricing strategies
- Created and executed strategic initiatives to drive operational efficiency
- Led the recruitment and training of new contractors, enhancing fleet capacity
- Implemented a performance tracking system to monitor contractor performance and compliance
- Reduced contractor turnover by 15% through improved engagement and support.
- Conducted regular performance reviews of channel partners to identify areas of improvement and growth potential.
- Contributed to the creation of quarterly forecasts based on input from channel partners as well as insights gleaned from market trends.
Supply Team Leader
Swvl
04.2018 - 12.2018
- Led a team of 15 in optimizing supply acquisition processes
- Improved recruitment processes, reducing time-to-hire by 20%
- Managed communication channels with suppliers to ensure seamless operations
- Conducted regular team meetings to align on goals and address challenges
- Developed and maintained a comprehensive database of supplier information
- Increased team productivity by 30% through targeted training and development initiatives.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Optimized resource allocation to maximize overall team output while minimizing costs.
Branches Communication Lead
Electrolux
04.2017 - 02.2018
- Enhanced communication channels between branches, leading to a 10% increase in operational efficiency
- Coordinated with branch managers to align on strategic goals and objectives
- Implemented feedback mechanisms to continuously improve branch performance
- Organized regular branch meetings to ensure alignment and information sharing
- Developed communication strategies that improved inter-branch collaboration
- Streamlined internal communication processes, reducing response times by 20%.
- Implemented training workshops designed to enhance employee communication skills both internally and externally within the organization.
- Advised executive leadership on communication strategies that aligned with business objectives while maintaining authenticity.
Team Leader
Wasla Outsourcing
02.2016 - 03.2017
- Led a team to achieve a 95% service level target
- Provided training and mentorship to team members, improving overall performance by 20%
- Developed customer service strategies that enhanced customer satisfaction by 15%
- Conducted performance reviews and developed individualized improvement plans
- Implemented a new scheduling system that optimized team availability and reduced overtime
- Enhanced team morale and engagement through regular team-building activities.
Customer Services Agent
Vodafone
06.2015 - 12.2015
- Achieved service level targets consistently
- Provided high-quality service and support, maintaining a 98% customer satisfaction rate
- Acted as the primary point of contact for high-value customers, resolving issues promptly
- Assisted in training new hires on customer service best practices
- Developed a knowledge base of common issues and solutions to improve response times
- Increased first-call resolution rates by 10% through effective problem-solving.
Customer Service Specialist
Raya Contact Center
02.2015 - 09.2015
- Delivered outstanding customer service, achieving a 90% customer satisfaction rate
- Assisted in developing solutions to customer issues, improving response times by 15%
- Handled high-volume customer inquiries and resolved issues efficiently
- Collaborated with other departments to address and resolve complex customer problems
- Maintained accurate records of customer interactions and transactions
- Contributed to a 20% reduction in customer complaints through proactive issue resolution.
Education
Bachelor of Information Systems -
Al-Alson High Institute
Cairo 01.2014 - 04.2018
Skills
Data Analytics
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Supply Process & Performance Manager
ILLA
08.2023 - 01.2024
Supply Operations Manager
Swvl
09.2021 - 08.2023
Contractors Channel Manager
Swvl
01.2019 - 08.2021
Supply Team Leader
Swvl
04.2018 - 12.2018
Branches Communication Lead
Electrolux
04.2017 - 02.2018
Team Leader
Wasla Outsourcing
02.2016 - 03.2017
Customer Services Agent
Vodafone
06.2015 - 12.2015
Customer Service Specialist
Raya Contact Center
02.2015 - 09.2015
Bachelor of Information Systems -
Al-Alson High Institute
01.2014 - 04.2018
Performance & Experience Manager
ILLA
2 2024 - Current
Courses
English course at Berlitz
very good
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