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Dalia Abohalawa
Alexandria,ALX
Summary
Dynamic professional with extensive experience in B2B client relations and cross-functional leadership. Recognized for developing training programs that enhance team performance and implementing process improvements that optimize resource allocation and customer satisfaction.
Overview
24
24
years of professional experience
Work History
Operations Manager
Alexandria Shipping and Logistics
Alexandria, Egypt
01.2021 - Current
- Streamlined logistics operations to enhance supply chain efficiency and reduce delivery times.
- Led cross-functional teams in implementing process improvements, resulting in optimized resource allocation.
- Oversaw compliance with safety regulations and industry standards, ensuring operational excellence across all departments.
- Developed training programs for staff to foster professional growth and improve overall team performance.
Senior Client Relations Manager
Apex Business Solutions
Alexandria
09.2017 - 12.2020
- Managed a portfolio of 50+ B2B clients, ensuring high retention rates and smooth subscription renewals
- Acted as the primary liaison between the technical support team and clients to resolve software and operational issues.
- Analyzed customer feedback data to help management optimize service delivery and pricing models.
- Developed strategic client engagement plans to enhance customer satisfaction and loyalty.
- Led cross-functional teams to implement process improvements, optimizing service delivery and operational efficiency.
- Mentored junior staff in client management techniques, fostering professional growth and team collaboration.
- Analyzed client feedback data to identify trends, driving initiatives for service enhancement and innovation.
Customer Experience (CX) Manager
Teleperformance
Cairo, Egypt
06.2014 - 07.2017
- Managed a team of 40+ customer service representatives utilizing enterprise CRM platforms to handle high-volume international client inquiries and support tickets
- Identified critical bottlenecks in manual lead routing and data entry, sparking a long-term focus on automating revenue and relationship workflows
- Collaborated with technical support teams to optimize internal CRM interfaces, successfully reducing average handling time (AHT) and improving data accuracy.
- Led team in achieving operational excellence through process optimization and performance management.
- Developed training programs to enhance employee skills and improve overall service quality.
- Analyzed customer feedback to implement strategic changes that elevated client satisfaction scores.
- Oversaw daily operations, ensuring adherence to company policies and performance metrics.
Administrative Office Manager
Delta Trading & Distribution
Alexandria, Egypt
03.2006 - 12.2011
- Managed office operations, ensuring seamless coordination between departments and effective resource allocation.
- Developed and implemented administrative procedures to enhance workflow efficiency across the organization.
- Oversaw scheduling and logistics for meetings, optimizing time management for senior leadership.
- Trained and mentored junior staff, fostering a collaborative work environment and improving team productivity.
Customer Support Representative
Telecom Egypt
Alexandria, Egypt
08.2002 - 02.2005
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new staff on customer support protocols and system navigation.
- Streamlined issue resolution processes to enhance customer satisfaction and retention.
- Collaborated with cross-functional teams to address complex customer concerns efficiently.
Education
MBA - Business Administration
Alexandria University
Alexandria, Egypt05-2002
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- B2B Client Relations
- CRM & Subscription Tracking
- Process Optimization
- Cross-Functional Leadership
- Revenue & Billing Operations
Languages
English
Native or Bilingual
Arabic
Native or Bilingual
Timeline
Operations Manager
Alexandria Shipping and Logistics
01.2021 - Current
Senior Client Relations Manager
Apex Business Solutions
09.2017 - 12.2020
Customer Experience (CX) Manager
Teleperformance
06.2014 - 07.2017
Administrative Office Manager
Delta Trading & Distribution
03.2006 - 12.2011
Customer Support Representative
Telecom Egypt
08.2002 - 02.2005
MBA - Business Administration
Alexandria University