Mina Fawzy
Cairo,Nasr City
Summary
Dynamic team leader with a proven ability to foster positive relationships and inspire trust, driving teams toward organizational success. Skilled facilitator with experience collaborating across departments and engaging with leadership to achieve strategic goals. Committed mentor and trainer, dedicated to enhancing employee satisfaction and operational efficiency through effective communication and problem-solving. Results-oriented operations manager with a strong track record in cost reduction and process improvement, ensuring high-quality outcomes while maintaining a focus on safety and environmental standards.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Team Leader
Vxi
Cairo, Egypt
10.2024 - 06.2026
- Monitored team performance and reported on metrics.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Conducted performance reviews, providing constructive feedback and personal development plans.
- Provided customer service, including interacting with customers, answering customer inquiries and effectively handling any customer complaints.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Trained and supervised team to deliver on store sales targets.
- Adapted quickly to changing business priorities, demonstrating agility and leadership.
- Monitored staff performance and developed improvement plans.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Resolved complex customer enquiries, disputes and complaints.
- Drove company growth with proactive mindset and results-oriented plans for business operations.
- Suggested and organised team-building activities and rewarded accomplishments.
- Facilitated training sessions on new software and processes, significantly improving team competency and adaptability.
- Conducted regular performance reviews, offering constructive feedback and personalised development plans for team members.
- Monitored and analysed team performance data to identify trends, making data-driven decisions to guide future strategies.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Developed comprehensive training programmes for new hires, enhancing team skill sets and performance.
- Spearheaded the adoption of new technologies to enhance team productivity and communication.
- Pioneered a sustainability project that reduced waste by 40%, demonstrating commitment to environmental responsibility.
- Oversaw project timelines and delegated tasks efficiently, consistently meeting or exceeding set deadlines.
- Facilitated regular team meetings to discuss progress, obstacles, and brainstorm solutions.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Coordinated strategic plans for administrative services management and optimisation to best use available resources.
- Delivered quality service with friendly and professional demeanour.
- Managed project timelines and delegated tasks effectively, ensuring timely completion of objectives.
- Directed daily operation of [Type] business and flexed with changing demands to consistently meet objectives.
- Organised and chaired weekly team meetings to discuss progress, address concerns, and brainstorm solutions for ongoing challenges.
- Advised senior management on facilities needs and delivered ongoing operational support.
- Collaborated with other departments to streamline workflows, enhancing inter-departmental communication and efficiency.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Assisted with team recruitment, interviewing and onboarding.
- Liaised between management and staff, advocating for team needs and resources.
- Modelled business processes to identify strengths, weaknesses and opportunities for improvement.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
- Led a diverse team of 15 members, fostering a collaborative and high-performing environment through effective coaching and mentoring.
- Spearheaded a successful initiative to improve customer satisfaction ratings by 25% through enhanced service delivery.
Team Leader, Operation
Concentrix Cairo, Nike
09.2022 - 10.2024
- 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
10-2008
High School Diploma -
College De La Salle
06-2004
Skills
Implemented strategies to optimise scheduling and resource allocation
AdaptabilityOperational backgroundTeam playerDynamics 365Power platformMicrosoft toolsFast learnerIT skillsSoft skillsTeam 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.
- Asset Management in Cloud Servers, 08/2014 - 09/2014
- CCNA (self-study), 03/2020
- ERP technical support (Self-study)
- Azure fundamental (self-study)
- PMP ( Mindset)
Languages
English,Arabic,French
Hobbies and Interests
- self education
- Workout
- Travel
- IT stuff
- Learn new subjects
Timeline
Senior Team Leader
Vxi
10.2024 - 06.2026
Team Leader, Operation
Concentrix Cairo, Nike
09.2022 - 10.2024
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
High School Diploma -
College De La Salle