Nour Shaaban
Operations Manager
6th of October City
Summary
Accomplished Operations Manager with a proven track record at INTELCIA, enhancing operational efficiency and customer satisfaction through innovative loyalty programs and effective team leadership. Skilled in data analytics and staff development, I've driven significant improvements in customer retention and team performance. My approach combines strategic decision-making with empathetic customer service management, fostering both growth and loyalty.
Overview
8
8
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Operations Manager, Customer Experience
INTELCIA
6th Of October City, Giza
08.2023 - Current
- Introduced new technologies to optimize operational efficiency and improve overall customer experience.
- Initiated a successful loyalty program that contributed to higher customer retention rates.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Managed inventory levels, reducing stock shortages while minimizing excess inventory costs.
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Mentored team members in developing their skills and advancing their careers within the organization.
Operations Team Manager
INTELCIA
6th Of October City, Giza
05.2020 - 08.2023
- Led a high-performing operations team, focusing on continuous improvement and employee development.
- Facilitated ongoing training programs for staff members to enhance skillsets and boost overall team performance levels.
- Collaborated with cross-functional teams to achieve shared business objectives and drive company growth.
- Managed key projects from inception to completion, delivering results on time and within budget constraints.
Subject Matter Expert (SME)
UX Centers (Altice USA)
6th Of October City, Giza
07.2019 - 04.2020
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Customer Service Specialist
UX Centers (Altice USA)
6th Of October City, Giza
01.2019 - 06.2019
- Joined a start-up company as one of the first 40 employees and quickly excelled in handling customer escalations within SLA.
- Provided floor support for tenured and newcomer levels, validated credit requests, and resolved tickets.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Handled inbound calls related to customer inquiries for both billing and technical issues.
- Retained customers wishing to disconnect services by identifying root causes of cancellation and providing suitable alternatives.
Guest Service Representative
Concentrix (Booking.com)
6th Of October City, Giza
04.2017 - 08.2017
- Liaised between guests and partners to resolve issues via phone and email on various topics such as additional travel advice and reservation modifications or cancellations.
- Ensured a high level of customer service and a positive guest experience.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
Customer Service Representative
Vodafone UK
6th Of October City, Giza
07.2016 - 03.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Finance And Investment
Misr University For Science And Technology
26th Of July Corridor, First 6th Of October, Giza 04.2001 -
Skills
Staff development
Customer acquisition
Engagement strategy development
Data analytics
Team leadership
Problem-solving abilities
Time management
Customer service management
Employee relations
Excellent communication
Customer relations
Decision-making
Certification
Operations Manager of the Month
Timeline
Operations Manager of the Month
11-2024
Operations Manager, Customer Experience
INTELCIA
08.2023 - Current
Team Leader of the Month
06-2023
Operations Team Manager
INTELCIA
05.2020 - 08.2023
Subject Matter Expert (SME)
UX Centers (Altice USA)
07.2019 - 04.2020
Customer Service Specialist
UX Centers (Altice USA)
01.2019 - 06.2019
Guest Service Representative
Concentrix (Booking.com)
04.2017 - 08.2017
Customer Service Representative
Vodafone UK
07.2016 - 03.2017
Bachelor of Science - Finance And Investment
Misr University For Science And Technology
04.2001 -
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