Mina Fawzy
Operation Team Leader
Cairo
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Multi-tasking Team Leader well-known for executing successful, new role initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
Team Leader, Operation
Concentrix Cairo, Nike
09.2022 - Current
- Managing a group of agents to achieve our client and company goals and targets
- Presenting the numbers and achievement to the client on a weekly and monthly meeting
- Engaging with different departments and stakeholders of the company
- Provide knowledge sessions to agent to cover any gaps
- Create quality sessions to cover any knowledge gaps
- Run health report to cover any abuse or any achievement against quality
- Real time management
- Data Analysis.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Held weekly team meetings to inform team members on company news and updates.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Team Leader, Operation
Concentrix Cairo, Microsoft Sales (ERP, CRM and Power platform solutions)
03.2020 - 12.2022
- Managing a group of sales advocates to achieve our client and company goals and targets
- Presenting the numbers and achievement to the client on a weekly and monthly meeting
- Engaging with different departments and stakeholders of the company
- Provide knowledge sessions to agent to cover any gaps
- Making Plans to achieve sales and technical targets
- Micro-manage to get gaps and get solutions for it.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
French agencies manager
Joy
10.2019 - 10.2020
- Managing Group of Agencies in France to achieve their goals
- Put achievement plans for them
- Analyze their performance and make sure that there is no struggle
- Help new users and old users by developing the Applications created by the company.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
SME
Amazon.Fr
09.2018 - 10.2019
- Managing a group of customer service associates to achieve our client and company goals and targets
- Real Time Manager and scheduler for the account
- Being the point of contact responsible for the project's internal communications and processes of People Solutions
- Quality evaluator, to make sure that we offer a good service with a good quality.
SME
Boonking.com Concentrix Cairo
10.2017 - 09.2018
- Managing a group of customer service associates to achieve our client and company goals and targets
- Real Time Manager and scheduler for the account
- Being the point of contact responsible for the project's internal communications and processes of People Solutions
- Quality evaluator, to make sure that we offer a good service with a good quality.
SME / Technical lvl 1.5
IBM
09.2014 - 08.2017
- Create tkt for technical issues and follow up on it
- Provide support needed to agents and other technicians.
- Gather info's related to technical incidents.
- Filter cases before sending it to technicians on site.
- Designed and prepared technical reports, studies, and related documentation.
- Supported enterprise and business goals by introducing new product and service offerings.
- Installed, configured and monitored new system features based on user needs.
- Managed user accounts, permissions and group policies for optimal system security.
- Led teams in scheduled and unscheduled equipment maintenance to optimize readiness.
- Assembled, installed and tested new equipment and trained users in effective operation.
- Enhanced equipment operation through monitoring, diagnostics and proper maintenance.
- Improved system performance by eliminating operational gaps and software bugs.
- Facilitated product development with implementation of standard best practices.
- Documented diagnostic results and supported root cause analysis and troubleshooting.
- Developed and presented business cases, presentations and reports to senior management.
- Improved user productivity and efficiency through system training and support.
- Built, edited and tested customized computer system programs.
- Prepared proposal documentation and specifications based on user analytics.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Monitored and tracked user progress to identify improvement opportunities.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Identified and recommended new products based on market research and consumer analysis.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Collaborated with management to identify and prioritize new development concepts.
Education
M.D. - Tourism And Travel Management
Ain Shams University
Ain Shams University 01.2004 - 10.2008
High School Diploma -
College De La Salle
Cairo, C 04.2001 - 06.2004
Skills
Time ManagementAdaptabilityOperational backgroundTeam playerDynamics 365Power platformMicrosoft toolsFast learnerIT skillsSoft skills
Team Supervision
Employee Evaluation
Cash Handling
Shift Scheduling
Technical Support
Quality Improvement
Documentation and Reporting
Complaint Resolution
Mentoring
Overtime Management
Client Service
Coaching
Work Planning
Safety
Overseeing Daily Activities
Sales Expertise
Attention to Detail
Performance Evaluations
Issue Resolution
Expectation Setting
Work Planning and Prioritization
Lean Manufacturing
Goal Setting
Team Check-Ins
Onboarding and Orientation
Client Support
Staff Training
Service Level Agreements
Complex Problem-Solving
Coaching and Mentoring
Account Management
Staff Education and Training
Daily Workflow Improvement
Telemarketing Expertise
Teamwork and Collaboration
Evaluating Employee Work
Flexible Schedule
People Management
Safety Processes and Procedures
Giving Constructive Feedback
Key Performance Indicators
Conflict Resolution
Analytical Thinking
Performance Improvement
SMART Goals
Call Center Operations
Leading Team Meetings
Problem-Solving
Certification
Cloud Computing, 08/2014 - 09/2014, Manage and Create Cloud storage and Mapping Shared drivers.
Interests
self education
Workout
Travel
IT stuff
Timeline
Team Leader, Operation
Concentrix Cairo, Nike
09.2022 - Current
Team Leader, Operation
Concentrix Cairo, Microsoft Sales (ERP, CRM and Power platform solutions)
03.2020 - 12.2022
French agencies manager
Joy
10.2019 - 10.2020
SME
Amazon.Fr
09.2018 - 10.2019
SME
Boonking.com Concentrix Cairo
10.2017 - 09.2018
SME / Technical lvl 1.5
IBM
09.2014 - 08.2017
M.D. - Tourism And Travel Management
Ain Shams University
01.2004 - 10.2008
High School Diploma -
College De La Salle
04.2001 - 06.2004