Summary
Overview
Work History
Education
Skills
Mobile
Personal Information
Training
Disclaimer
References
Timeline
Generic

Doaa Ahmed AbdElhay

Quality Manager
Giza

Summary

Ambitious with a track record of dependability and leadership. Knowledgeable in QA methodology with a proven history of reducing errors to increase quality. Proficient in preparing test cases, plans, and scripts. Dedicated to analyzing and resolving defects.Innovative and focused on developing strategic business opportunities by delivering exemplary service with exceptional knowledge regarding risk management.

Overview

16
16
years of professional experience
2
2
Languages

Work History

Quality Analyst

Noon E-commerce Egypt
03.2022 - Current
  • Participates in the design of call monitoring formats and quality standards
  • Performs call monitoring and provides trend data to the site management team
  • Uses quality monitoring data management system to compile and track performance at team and individual levels
  • Performs monitoring of customer care email responses
  • Collaborated with management to provide training on improved processes and assisted with the creation and maintenance of quality training.
  • Developed and maintained quality assurance procedure documentation.
  • Participates in customer and client listening programs to identify customer needs and expectations
  • Provides actionable data to various internal support groups as needed
  • Coordinates and facilitates call calibration sessions for call center staff
  • Provides feedback to call center team leaders and managers
  • Prepares and analyzes internal and external quality reports for management staff review
  • Perform other duties as assigned.

Service Quality Manager

Nodust Egypt
01.2021 - 03.2022
  • Participates in the design of call monitoring formats and quality standards
  • Performs call monitoring and provides trend data to the site management team
  • Uses quality monitoring data management system to compile and track performance at team and individual levels
  • Performs monitoring of customer care email responses
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Developed detailed plans based on broad guidance and direction.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Participates in customer and client listening programs to identify customer needs and expectations
  • Provides actionable data to various internal support groups as needed
  • Coordinates and facilitates call calibration sessions for call center staff
  • Provides feedback to call center team leaders and managers
  • Prepares and analyzes internal and external quality reports for management staff review


Social Media Manager

British Council
08.2019 - 12.2020
  • Enhanced ROI and optimized local SEO, SEM, and social marketing - improved social media performance with targeting, coordination, and content enhancement, increasing engagement by 200%, followers by 580%, and CTR to 1,750% industry average
  • Designed and executed digital marketing campaigns involving multiple coordinated social media channels, SEO, and Web design
  • Conducted seminars and created a comprehensive reporting system to illustrate the link between social media marketing and proven lead generation
  • Created Google AdWords and Click-to-Web ads with an average of 3.5% click-through rate
  • Created Post Engagement ads with an average of $0.01 per engagement
  • Established local search profiles that ranked SERPs and managed client reputation
  • Increased engagement to 179,712 Reach, 1,120 Shares, and 2,521 Likes on a single post
  • The executed promotion exceeded the projected 200 metrics, with over 410 entries
  • Reported on coordinated digital marketing, with analysis integrating and illustrating data from sources such as Google Analytics, Bing, Eloqua, Facebook Insights, and Twitter Analytics
  • Proved lead generation from Twitter and Facebook ads and installed a reporting system coordinating SproutSocial with Google Analytics.
  • Designed and implemented social media strategies to align with business goals.
  • Monitored the online presence of the company's brand to engage with users and strengthen customer relationships.

Customer Service & Service Quality Manager

Apparel Group
05.2018 - 07.2019
  • Monitored conversations by proactively reaching out to key influencers and bloggers within the community to build drafted reports and presentations for senior management to track incoming customer reviews, social media analytics, and accomplishments that could be easily understood from a sales perspective
  • Improve customer service experience, create engaged customers, and facilitate organic growth
  • Take ownership of customers’ issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused on that mission
  • Develop service procedures, policies, and standards
  • Keep accurate records and document customer service actions and discussions
  • Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of the industry’s developments and apply best practices to areas of improvement
  • Understand customer needs and requirements to develop effective quality control processes
  • Devise and review specifications for products or processes
  • Set requirements for raw materials or intermediate products for suppliers and monitor their compliance
  • Supervise inspectors, technicians, and other staff and provide guidance and feedback
  • Solicit feedback from customers to assess whether their requirements are met
  • Submit detailed reports to appropriate executives.

Lab IN charge

Hair Lab
03.2016 - 04.2018
  • Managed all social media presence and content on multiple platforms
  • Utilized social media analytical data and metrics to measure effectiveness
  • Designed new, engaging content
  • Developed communications and customer engagement strategies, including contests and giveaways, to enhance brand awareness
  • Planned, developed, and wrote feature articles and content for the magazine and website to drive traffic
  • Developed new industry relationships via tradeshows and social media including management and editing third-party resources to develop engaging content
  • Reviewed the category's prices daily to ensure the application of the correct costs and prices.
  • Documented all vendors' contracts, by following up with new vendors on finalizing signing, and advised for renewal of any of the new contracts.
  • Maintains lab staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results
  • Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
  • Performed periodic stock reports, putting top-selling items as a priority to be communicated to ensure availability.
  • Ensures availability of merchandise and services by approving contracts; maintaining inventories
  • Formulates pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends
  • Markets merchandise by studying advertising, sales promotion, and display plans; analyze operating and financial statements for profitability ratios
  • Secures merchandise by implementing security systems and measures
  • Protects employees and clients by providing a safe and clean lab environment
  • Maintains the stability and reputation of the lab by complying with legal requirements
  • Determines marketing strategy changes by reviewing operating and financial statements and departmental sales records
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
  • Maintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures
  • Contributes to team effort by accomplishing related results as needed.

Area Manager

Kaya skin care clinics UAE
02.2012 - 01.2016
  • Conducting market research and supplier evaluations to identify potential new vendors, assess capabilities, and make recommendations to diversify the supplier base
  • overseeing multiple clinics and ensuring they are operating efficiently, effectively, and profitably. Essential job duties may include hiring and training staff, managing budgets and schedules, and coordinating with clients and vendors. Concentrating on clinical trials of new medications or medical devices.
  • Develop and implement standardized operating procedures across all clinics to ensure consistent service delivery and adherence to quality standards.
  • Monitor clinic performance, analyze key metrics, and implement improvement strategies to optimize efficiency and profitability.
  • Conduct regular site visits to assess clinic conditions, address operational issues, and ensure compliance with health and safety regulations.
  • Identify opportunities for business growth within the designated area, including market analysis, competitor research, and customer trends.
  • Developing and executing cost-saving initiatives, such as vendor consolidation, and contract renegotiation, results in significant cost reductions and operational
    efficiencies.
  • Developed sales strategy based on research of consumer buying trends and market conditions.

Secretary

Technical petroleum services EGYPT
06.2010 - 12.2011
  • Responsible for collecting and developing customers database in coordination with the sales team -Prepare and submit monthly reports according to sales activities, operations, and achievements in comparison to their respective business goals
  • Answer telephones and handle them in an appropriate manner
  • Perform general clerical duties to include but are not limited to photocopying, faxing, mailing, and filing
  • Maintain hard copy and electronic filing system
  • Assist in the planning and preparation of meetings, conferences, and telephone calls
  • Provide accurate and timely forecasts using appropriate sales tools and processes, as well as maintain all relevant information about Customers, Prospects, Campaigns, and Leads
  • Receive customer orders and complete the order process and administration follow-up with the authorized department
  • Making sure that all the working processes and procedures are done according to the department plan and the organization’s goals.

Customer service representative

Business power
07.2009 - 03.2010
  • Answer phones and respond to customer requests
  • Taking care of Services and Processes of Mobiles and connections
  • Solving customer inquiries to a satisfactory level of their requirements
  • Provide customers with product and service information
  • Maintaining quality customer care service
  • Up-sell products and services
  • Transfer customer calls to the appropriate staff
  • Identify, research, and resolve customer issues using the computer system
  • Follow-up on customer inquiries if not immediately resolved
  • Research billing issues
  • Research misapplied payments
  • Recommend process improvements
  • Other duties as assigned.

Sales indoor

Oriflame Sweden
03.2009 - 05.2009
  • Marketing and promotion of products
  • Dealing with customers to reach the successful deals
  • Answering customer inquiries about products.

Receptionist

Power system project company PSP
02.2008 - 12.2008
  • Greet and assist visitors with visitor badges or escort them to the meeting room or the correct destination
  • The answer, screen, and direct telephone calls
  • Organize meetings
  • Tidy and maintain the reception area
  • Provide information to callers Deal with queries from the public and customers Ensure knowledge of staff movements in and out of the organization General administrative and clerical support Answer phones and transfer calls to the appropriate employees
  • Handle questions about the business or offer brochures with business information
  • Take messages and make sure they get to the appropriate employees
  • Maintain a pleasant appearance in the reception area.

Education

Bachelor of Commerce - Accounting

Cairo University

Skills

Well Versed with Different Microsoft Office Suits, MS Word & Excelundefined

Mobile

+2 01115171275, 01013865633

Personal Information

  • Date of Birth: 04/20/90
  • Nationality: Egyptian
  • Marital Status: Married
  • Religion: Muslim

Training

  • Bank of Egypt “Banque Misr”, One Month
  • Lntilaaq scholarship from Shell & British Council, One Month, Marketing, Accounting, Business Administration
  • Miraco Co., One Month, Mumbai, India

Disclaimer

I Hereby Declare That the Above Statements are true and Correct as Far the Best of My Knowledge and Belief. I would like to thank you for your attention and look forward to hearing from you soon.

References

Will be readily furnished upon request.

Timeline

Quality Analyst

Noon E-commerce Egypt
03.2022 - Current

Service Quality Manager

Nodust Egypt
01.2021 - 03.2022

Social Media Manager

British Council
08.2019 - 12.2020

Customer Service & Service Quality Manager

Apparel Group
05.2018 - 07.2019

Lab IN charge

Hair Lab
03.2016 - 04.2018

Area Manager

Kaya skin care clinics UAE
02.2012 - 01.2016

Secretary

Technical petroleum services EGYPT
06.2010 - 12.2011

Customer service representative

Business power
07.2009 - 03.2010

Sales indoor

Oriflame Sweden
03.2009 - 05.2009

Receptionist

Power system project company PSP
02.2008 - 12.2008

Bachelor of Commerce - Accounting

Cairo University

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Doaa Ahmed AbdElhayQuality Manager