G-Suite ( Google Administration )
Magdi El-Gamal
Control Tower Lead
Maadi, Cairo
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Control Tower Lead
Capiter
Cairo
01.2022 - Current
- Identified issues, analyzed information and provided solutions to problems.
- Created plans and communicated deadlines to complete projects on time.
- Participated in team-building activities to enhance working relationships.
- Created Automation system to utilize the number of employees within the team regarding many tasks.
- Led projects and analyzed data to identify opportunities for improvement.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Resolved problems, improved operations and provided exceptional service.
- Creating dashboards and daily/weekly/monthly and yearly reports.
- Supporting and sharing with other dept. the reports they need to achieve higher.
- Following up with the abusive cases that took place and will affect the last mile team and the operation on ground.
- Supported in communicating the new tracking system to other parties and giving them heads up regarding every little detail.
Live Operations Supervisor
Capiter
Cairo
09.2021 - 01.2022
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Participated in team-building activities to enhance working relationships.
- Developed team communications and information for meetings.
- Resolved problems, improved operations and provided exceptional service.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Managing more than 20 team members.
- Handled 70% of orders verification per day to save customer experience and cost which reached more than 20 M in a month.
- Created a verification system to help the team utilizing their efforts and time, and to reduce the number of mistakes that happen through manual entries.
Courier Management Senior Supervisor
Misr Pharmacies
Cairo
05.2021 - 09.2021
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Identified issues, analyzed information and provided solutions to problems.
- Worked closely with both CFO and CEO to maintain optimum levels of communication to effectively and efficiently complete projects.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Onboarded new employees, including training, mentoring and new hire documentation.
- After 3 months, delivery time were reduced 30%.
- Oversaw daily operations to ensure high levels of productivity
- Carried out day-day-day duties accurately and efficiently
- Resolved problems, improved operations and provided exceptional service.
Dispatcher ( Operations ) Team Leader
Bites.com
6th of October
08.2020 - 03.2021
- Resolved orders problems, improved operations and provided exceptional client support.
- Worked with furious couriers to understand needs and provide better service.
- Led dispatching team in delivery of orders/anything, resulting in increasing number of orders alongside delivery time being less than before.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Enhanced operational efficiency and reduced labor expenses by developing and optimizing standard practices.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Monitored company's' couriers 27/4 to develop new ways against fraud cases.
- Led daily meetings with whole operation members ( Logistics manager - Finance - Quality - Analyst ) to create and implement processes into work flow.
- Set schedules and oversaw daily workflow.
- Supported logistics coordinators with members of dispatching team.
Compliance Analyst
SWVL
Cairo
08.2019 - 08.2020
- Helped create training programs to handle system-wide issues and maintain compliance.
- Performed deep audits of ( Egypt - Pakistan - Kenya ) to assess compliance with captains and customers standards.
- Reviewed audit and monitoring reports related to captain and employee activities which resulted in saving 25 - 28 % from output.
- Developed improvement and corrective action plans to bring operations in line with requirements.
- Assisted investigation and risk management teams with fraud investigations and risk identification.
- Updated ( Dashboard Access levels ) with latest data to enhance strategic planning.
- Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
- Monitored data export from internal and external systems, identifying and reporting potential risks.
- Supported ( HR - IT - Product Management ) teams as part of creating safer environment.
Captain Help Team Leader
SWVL
Cairo
10.2018 - 08.2019
- Maximized efficiency through better performance and adding value to stream.
- Led team of 20 members while providing exceptional customer service.
- Assessed workloads to meet seasonal fluctuation needs.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Provided constructive criticism regarding quality assurance on collections team phone calls.
- Implemented new working processes which delivered continued improvements.
- Trained team on all aspects of operating procedures and company services.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Handled troubleshooting tasks and used Pure cloud as communication channel.
Fleet Quality Specialist
SWVL
Cairo
07.2018 - 10.2018
- Worked with quality team to resolve rides problems, improve operations and provide exceptional customer service.
- Getting chance to have interview for quality assurance vacancy to be able to audit over team and to create process to work with.
- Handled 500 rides per 8 hours to address captains/customers inquiries and concerns.
- Increased customer satisfaction by resolving rides issues.
- Maintained excellent attendance record, consistently arriving to work on time.
Senior Customer Service Representative
Otlob
Cairo
04.2017 - 07.2018
- Performed various supportive functions, including supporting back-end team, tier 2 team and getting chance to lead team.
- Developed team communications and information for Coaching meetings.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Education
Bachelor of Computers And Information - Information Technology
Tanta Secondary School
Tanta 09.2008 - 09.2012
Skills
Data collection
Accomplishments
- Led team of more than 20 staff members.
- Improved the team's performance 50% over 2 months.
- Edited the access levels ( Access Control Hierarchy ) from being very primitive, consisting of 5 levels to be a full stacked one, consisting of 31 level.
- Determined the undefined actions through the whole dashboard to be able to determine the action takers precisely.
- Created processes alongside implementing them.
- Took the initiative to create automated process for both ( HR- IT ) departments with 0 cost.
- Deploying a new delivery management system, helping the Org. to determine the area of time loss and to secure her customers with the best SLA.
- Training the branches staff and the delivery men to be able to use the new system effectively and in a proficient way.
- Created a live operations team from scratch starting with choosing the team members, KPIs, schedules and other metrics.
Software
ERP ( administrative Tool )
MYSQL
Amplitude
MS Office
Google Data Studio
Tookan
Looker
Certification
CCNA ( Voip - Security )
Timeline
Control Tower Lead
Capiter
01.2022 - Current
Live Operations Supervisor
Capiter
09.2021 - 01.2022
Courier Management Senior Supervisor
Misr Pharmacies
05.2021 - 09.2021
Dispatcher ( Operations ) Team Leader
Bites.com
08.2020 - 03.2021
Compliance Analyst
SWVL
08.2019 - 08.2020
Captain Help Team Leader
SWVL
10.2018 - 08.2019
Fleet Quality Specialist
SWVL
07.2018 - 10.2018
Senior Customer Service Representative
Otlob
04.2017 - 07.2018
Bachelor of Computers And Information - Information Technology
Tanta Secondary School
09.2008 - 09.2012
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