Marco Awny
Cairo,C
Summary
Accomplished Head of Operations at 8Orders, adept in driving operational excellence and strategic planning to foster business growth. Demonstrated expertise in business analysis and team leadership, achieving significant cost reductions and productivity improvements. Excelled in customer service management at Talabat, enhancing client satisfaction and loyalty. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Head of Operations
8Orders ( Home Delivery App )
03.2019 - Current
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Reduced operational costs through effective budget management and cost-saving strategies.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Improved overall productivity with the introduction of innovative process improvement initiatives.
- Reduced operational risks while organizing data to forecast performance trends.
- Assisted in recruiting, hiring and training of team members.
Assistant Team Manager
Hunger Station App
03.2018 - 02.2019
- Enhanced communication within the team for better collaboration and decision-making processes.
- Managed multiple projects simultaneously, ensuring timely completion of tasks and meeting deadlines consistently.
- Analyzed performance metrics to identify areas of improvement, implementing necessary changes for continuous growth.
- Increased team efficiency by implementing new project management tools and strategies.
- Mentored junior employees in their professional development, helping them advance within the organization over time.
- Developed strong relationships with clients, resulting in long-term partnerships and increased revenue for the organization.
Complaint Coordinator
Talabat
08.2017 - 03.2018
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
- Prioritized urgent cases, ensuring prompt attention was given to mitigate potential escalations or legal issues.
Call Center Executive
Talabat
11.2016 - 06.2017
- Streamlined internal processes via proactive feedback on operational inefficiencies, driving continuous improvement efforts within the center.
- Recognized as a top performer among peers, consistently achieving high rankings in key performance metrics such as customer satisfaction scores and revenue generation.
- Exceled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty.
Call Center Executive
Mobinil
03.2013 - 11.2016
- Streamlined internal processes via proactive feedback on operational inefficiencies, driving continuous improvement efforts within the center.
- Recognized as a top performer among peers, consistently achieving high rankings in key performance metrics such as customer satisfaction scores and revenue generation.
- Exceled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty.
- Reduced average call handle time while maintaining high-quality service through efficient problem-solving skills and attention to detail.
- Served as an expert resource on company policies, products, and services to both customers and team members.
- Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.
Education
Bachelor of Science - Accounting
Benha University
06.2012
Skills
- Operational Excellence
- Business Analysis
- Organizational Development
- Safety Management
- Operations Management
- Decision-Making
- Strategic Planning
- Team Leadership
- Customer Service Management
Certification
Lean Management Expert ( Accredited from (AIGPE) throw Udemy )
lean Six Sigma Yellow Belt ( Accredited from (AIGPE) throw Udemy )
Lean Management Specialist ( Accredited from (AIGPE) throw Udemy )
Advanced Business Development ( Accredited from Nedem Barakat )
Timeline
Head of Operations
8Orders ( Home Delivery App )
03.2019 - Current
Assistant Team Manager
Hunger Station App
03.2018 - 02.2019
Complaint Coordinator
Talabat
08.2017 - 03.2018
Call Center Executive
Talabat
11.2016 - 06.2017
Call Center Executive
Mobinil
03.2013 - 11.2016
Bachelor of Science - Accounting
Benha University
Lean Management Expert ( Accredited from (AIGPE) throw Udemy )
lean Six Sigma Yellow Belt ( Accredited from (AIGPE) throw Udemy )
Lean Management Specialist ( Accredited from (AIGPE) throw Udemy )
Advanced Business Development ( Accredited from Nedem Barakat )
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