Mohannad ELZaiat
Operations Analyst | Process Improvement & Data Analysis
Summary
Analytical and performance-driven operations professional with over 5 years of experience optimizing processes, analyzing operational data, and improving cross-departmental workflows. Strong background in leading teams and driving data-informed decisions to reduce costs, improve productivity, and support demand forecasting. Highly proficient in Excel and business intelligence tools with a proven track record of delivering KPI reporting, operational insights, and project execution. Seeking to bring my analytical mindset and operational expertise to a results-oriented role.
Overview
5
5
years of professional experience
Work History
Senior Operations & Contract Team Leader
Almosafer
01.2024 - Current
- Led a 30-member team managing hotel contract operations across the MENA region.
- Designed real-time KPI dashboards to track productivity and improve reporting efficiency.
- Streamlined contract workflows, reducing turnaround times by 25% and increasing data accuracy.
- Acted as a key operational liaison between commercial, product, and regional teams to resolve issues, improve visibility, and drive process alignment.
- Provided operational insights that informed strategic decisions and supported ongoing improvements.
Sales & Operations Team Leader
INTELCIA
01.2022 - 08.2024
- Directed operations for a telecom account, focusing on data analysis, reporting, and performance metrics.
- Created Excel-based tools for tracking KPIs, forecasting workloads, and identifying operational bottlenecks.
- Partnered with quality assurance, training, and workforce teams to implement continuous improvement plans.
- Used data-driven coaching to improve team efficiency, resulting in a 15% increase in performance scores.
- Participated in operational strategy meetings and presented weekly progress reports to senior management.
Customer Service Team Leader
UX Centers
03.2020 - 01.2022
- Managed a high-performing customer support team, aligning operations with company KPIs and SLA requirements.
- Conducted weekly operational analysis to inform staff allocation and resource planning.
- Delivered performance reviews and reported trends to upper management for strategic adjustments.
- Led the team through continuous improvement initiatives using root cause analysis and actionable feedback.
Education
Bachelor’s Degree in Mass Communication – PR
Modern University For Technology & Information
07-2019
Skills
- Data Analysis & KPI Reporting
- Process Improvement & Optimization
- Microsoft Excel (Advanced)
- Forecasting & Operational Planning
- Business Intelligence Tools
- Root Cause Analysis & Problem Solving
- Cross-Functional Collaboration
- Project Coordination & Workflow Management
- Performance Metrics & SLA Management
- SQL
Courses
Project Management Foundations - Linkedin Learning
Business Intelligence for Consultants - Linkedin Learning
Solving Business Problems - Linkedin Learning
Timeline
Senior Operations & Contract Team Leader
Almosafer
01.2024 - Current
Sales & Operations Team Leader
INTELCIA
01.2022 - 08.2024
Customer Service Team Leader
UX Centers
03.2020 - 01.2022
Bachelor’s Degree in Mass Communication – PR
Modern University For Technology & Information
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