Dalya Farrag Hassan
Cairo
Summary
Dynamic operations and growth leader with over 9 years of experience in the tech and mobile app industry across the MENA region, specializing in scaling digital platforms, optimizing processes, and driving revenue growth through data-driven strategies. Proven track record in market expansion, enhancing customer experiences, and aligning product rollouts with business objectives. Expertise in tracking KPIs, analyzing performance metrics, and implementing operational frameworks that foster sustainable growth and operational efficiency. Committed to leveraging analytical insights to drive organizational success and deliver impactful results.
Overview
13
13
years of professional experience
Work History
Lead Operations Manager
Mico Limited World
01.2023 - Current
- Directed daily operations of a fast-growing mobile app, improving user engagement and retention across MENA.
- Designed and executed operational plans aligned with product road maps and growth targets.
- Managed and mentored cross-functional teams (Account Managers & CSRs), building structured onboarding that cut ramp-up time by 40%.
- Launched in-app campaigns and competitions, boosting DAU by 45% and retention by 30%.
- Streamlined support workflows, reducing resolution time 30% and increasing CSAT.
- Built real-time KPI dashboards, enhancing visibility of performance across teams.
- Key Achievements:
- 45% increase in DAU & 30% higher retention.
- Reduced support resolution by 30%, boosting CSAT.
- 95% SLA compliance across vendor management.
Business Development Manager
Mico Limited World
01.2021 - 01.2023
- Led and managed a high-performing Business Development team, driving daily performance, training, and strategic alignment across key markets.
- Designed and executed training programs on sales tactics, negotiation, and lead qualification, reducing ramp-up time for new hires by 95%.
- Drove market expansion by onboarding new agencies, hosts, and partners, and developing tailored deal structures to boost revenue.
- Set and tracked KPIs (leads, conversions, revenue), ensuring consistent pipeline health and target achievement.
- Partnered with marketing and product teams on promotions and collaborations to strengthen market presence.
- Key Achievements:
- Scaled the business to close 250+ new deals per quarter, driving 60–80% revenue growth.
- Increased business income by 82% through strategic partnerships and market expansion.
- Recognized by leadership for outstanding team performance and contribution to quarterly targets.
Senior Account Manager
Mico Limited World
01.2019 - 01.2021
- Built and maintained strong, strategic relationships with agency partners, acting as the primary point of contact and trusted advisor.
- Collaborated with agencies to develop and execute live streaming strategies aligned with client goals and campaign objectives.
- Provided hands-on technical support, assisting agencies in navigating live streaming platforms and resolving technical issues efficiently.
- Conducted training sessions and workshops to educate agency teams on new platform features, capabilities, and market trends.
- Monitored daily agency performance, analyzing data and delivering insights to optimize campaign results.
- Supported internal team planning by contributing to quarterly and monthly strategies focused on agency growth and performance.
- Onboard and mentored new team members, offering initial training and ongoing support to ensure smooth integration.
- Actively participated in shaping internal processes and strategies to enhance the overall agency management framework.
Account Manager
Mico Limited World
01.2019 - 01.2021
- Built and maintained strong relationships with agency partners, ensuring seamless communication and operational support for campaign delivery.
- Served as the main liaison for live-streaming campaign setup, technical troubleshooting, and post-campaign performance analysis.
- Collaborated with agency teams to execute live-streaming campaigns aligned with client goals and platform best practices.
- Delivered on-boarding and technical support for live-streaming tools, resolving setup issues and ensuring smooth campaign launches.
- Conducted training sessions to introduce new platform features and share industry insights with agency partners.
- Monitored daily agency performance, tracked key KPIs, and drove continuous optimization based on data insights.
- Oversaw mobile app operations, managing agency access, admin roles, and compliance with platform policies.
- Implemented customer feedback mechanisms to drive service improvements and address client concerns effectively.
Assistant Project Manager
Trust - Marketing research
01.2015 - 01.2017
- Supported online and offline research projects for major clients like Nescafé, Coca-Cola, Ferrari, and international schools.
- Coordinated IDIs and focus groups, managing venues, materials, and participant recruitment.
- Organized offline research events across multiple cities, handling logistics and team coordination.
- Collected and coded qualitative data, converting feedback into structured numerical formats.
- Assisted in data analysis and reporting, delivering insights to project managers and clients.
- Supported ad testing projects, including pre-recorded TV campaigns and product concept studies.
- Coordinated project timelines and deliverables across cross-functional teams to ensure alignment with client expectations.
Interviewer
Identical Marketing Research
01.2013 - 01.2015
- Carried out in-person and phone interviews to gather consumer insights for various market research studies.
- Worked on projects for well-known brands in industries like consumer products, automotive, and education, helping collect the data needed to shape their decisions.
- Recruited the right participants based on project needs, ensuring quality responses and meeting target demographics.
- Helped set up and support in-depth interviews and focus groups by preparing materials, coordinating schedules, and assisting moderators on-site.
- Made sure all feedback was recorded accurately and delivered on time to the research team.
- Maintained professionalism and confidentiality when dealing with respondents, and ensured all work met research quality standards.
- Collaborated with project teams to align interview goals with research objectives.
- Ensured compliance with ethical standards during data collection processes.
Education
MBA - Business Administration
Arab Academy For Science, Technology & Maritime Transport
Egypt10-2027
Bachelor of Arts - Languages and Translation
Ain Shams University
Egypt06-2017
Skills
- Operational Strategy & Planning
- Product Operations
- Performance Metrics & KPIs
- Data-Driven Decision Making
- Team Leadership & Coaching
- Communication
- Problem Solving
- Time Management
- Critical Thinking
- Creativity
- Account Management
- Event Planning
- Client Servicing
- Project Management
- Negotiation
- Reporting
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
Timeline
Lead Operations Manager
Mico Limited World
01.2023 - Current
Business Development Manager
Mico Limited World
01.2021 - 01.2023
Senior Account Manager
Mico Limited World
01.2019 - 01.2021
Account Manager
Mico Limited World
01.2019 - 01.2021
Assistant Project Manager
Trust - Marketing research
01.2015 - 01.2017
Interviewer
Identical Marketing Research
01.2013 - 01.2015
MBA - Business Administration
Arab Academy For Science, Technology & Maritime Transport
Bachelor of Arts - Languages and Translation
Ain Shams University