Dina El-Rewany
Operations Manager
Giza
Summary
Experienced operations manager and leader with a decade of expertise in enhancing business plans and day-to-day activities to drive the success of operations involving over 500 employees. Exceptional planning and problem-solving abilities resulting in improved team development, streamlined processes, and increased productivity. Solid understanding of industry trends and excellent communication skills. Proven talent for identifying areas in need of improvement and implementing strategic changes to drive success. Certified Green Belt Six Sigma with a track record of successful implementation for various analytical approaches and projects.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Operations Manager
Teleperformance
05.2024 - Current
- Performance Management: Conducted regular performance reviews to identify areas for improvement and implement targeted action plans.
- Talent Acquisition and Development: Led hiring, onboarding, and training processes to ensure a skilled workforce.
- Customer Satisfaction: Implemented business strategies to enhance customer and client satisfaction through effective issue resolution and communication.
- Collaboration: Facilitated smooth interdepartmental collaboration through clear communication channels.
- Communication: Established effective communication among staff and leadership to minimize miscommunications and delays.
- Data Analysis and Reporting: Analyzed key performance metrics and data trends to identify operational bottlenecks and mitigate risks.
- Financial Management: Managed budgets effectively, delivering projects on time and within budget constraints along with Negotiating contracts with vendors and suppliers to secure favorable terms and pricing.
- Change Management: Led successful change initiatives during organizational restructuring.
- Employee Retention: Fostered a positive work environment and provided opportunities for professional growth to increase employee retention.
Conact Center Manager
Teleperformance
06.2022 - 05.2024
- Operational Excellence: Streamlined workflows, optimized call routing, and implemented automation to improve efficiency and customer experience.
- Problem Resolution: Mitigated escalated issues through effective stakeholder management and proactive strategies.
- Employee Development: Increased retention through coaching, mentoring, and professional development.
- Client Relations: Built strong relationships by prioritizing communication and understanding client needs.
- Performance Management: Achieved target KPIs through agent monitoring, coaching, and skill development.
- Collaboration: Worked effectively with other departments to align objectives and priorities.
- Data Analysis: Analyzed key metrics to identify areas for improvement and implement targeted actions.
Assistant Contact Center Manager
Teleperformance
08.2020 - 06.2022
- Leadership Development: Supported, motivated, evaluated, developed, and coached supervisors to achieve and exceed individual/team goals.
- Process Improvement: Adopted a Six Sigma approach to analyze process capabilities, identify areas for improvement, and implement targeted solutions.
- Employee Satisfaction: Worked with relevant departments to increase employee retention and satisfaction.
- Employee Retention: Implemented effective coaching, mentoring, and professional development opportunities to retain employees.
- Operational Efficiency: Advanced operational efficiency by identifying automation opportunities while maintaining a human-centric approach.
- Training and Development: Created comprehensive training programs to accelerate onboarding and enhance productivity.
- Performance Management: Monitored call quality, provided feedback, and addressed performance gaps.
- Workflow Optimization: Minimized workflow issues through cross-training staff on technical procedures, protocols, and customer service practices.
- Personnel Turnover Reduction: Developed and implemented performance evaluations to support corrective action planning and reduce turnover.
Contact Center Supervisor
Teleperformance
09.2016 - 6 2020
- Diverse Experience: Gained experience in multiple industries (travel, delivery, car-lifting) and markets (Canada, US, GULF, Egypt) within sales and customer service.
- Business Launch: Launched a new line of business for elite customers in the travel industry.
- Leadership and Development: Supervised and promoted staff development, focusing on monitoring and coaching.
- Escalation Management: Handled staff escalations effectively.
- Operational Management: Managed daily activities, tracked service levels, and monitored adherence to schedules and average handle times.
- Customer Service Excellence: Demonstrated a professional and positive demeanor, supporting calling work during peak contact volume.
- Performance Management: Supervised and tracked phone and email activity using various applications and tools.
- Product Knowledge: Maintained up-to-date knowledge of products and services.
Call Center Representative
Teleperformance
01.2014 - 09.2016
- Escalation Management: Handled escalated calls professionally, resolving complex issues and ensuring customer satisfaction.
- High Call Volume Management: Managed high call volumes while maintaining exceptional customer support and professionalism.
- Customer Satisfaction: Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Problem-Solving: Demonstrated strong problem-solving skills by resolving customer issues on the first call.
Education
Bachelor of Economics - Economics And Statistics
Cairo University
Cairo, Egypt 04.2007 - 01.2011
Skills
Business Planning & Analysis
Performance Evaluations & Operations Monitoring
Strategic Planning
Budgeting and forecasting
Strategic Partnerships
Project planning and development
Organizational Management & Operations Oversight
Staff Development
Financial Management
Team Leadership
Problem-Solving & Decision-Making
Certification
Lean Six Sigma - Yellow Belt
Timeline
Operations Manager
Teleperformance
05.2024 - Current
Lean Six Sigma - Green Belt
12-2023
Conact Center Manager
Teleperformance
06.2022 - 05.2024
Lean Six Sigma - Yellow Belt
09-2021
Assistant Contact Center Manager
Teleperformance
08.2020 - 06.2022
Contact Center Supervisor
Teleperformance
09.2016 - 6 2020
Call Center Representative
Teleperformance
01.2014 - 09.2016
Bachelor of Economics - Economics And Statistics
Cairo University
04.2007 - 01.2011
Similar Profiles
Jorge BecerrilJorge Becerril
Business Manager at TeleperformanceBusiness Manager at Teleperformance
ASMITA BAGULASMITA BAGUL
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
MOHAMMAD MINAJMOHAMMAD MINAJ
Operations Team Leader at TeleperformanceOperations Team Leader at Teleperformance