Omnia Hashem

• Led process improvement initiatives to streamline operations in disaster recovery and restoration services, enhancing efficiency and customer satisfaction.
• Optimized resource allocation by evaluating team capabilities and assigning tasks based on individual strengths and skillsets, resulting in improved productivity and morale.
• Designed and implemented end-to-end process maps for critical business functions in collaboration with cross-functional teams, increasing operational transparency and stakeholder engagement.
• Conducted periodic audits and gap analyses of existing workflows to identify inefficiencies and areas for refinement, driving continuous improvement across departments.
• Monitored KPIs and implemented feedback loops to track process performance, adjust strategies, and ensure alignment with service-level agreements (SLAs).
• Facilitated training and onboarding for teams on new workflows and technology systems, fostering a culture of adaptability and process ownership.
• Driving Performance , Proven Records of improving Team’s SLA ( Scores by 94 % per quarter.

• Optimizing business operations to drive efficiency and achieve company objectives
• My role involves developing strategic plans, through effective communication and problem-solving and project management
• Proficient in client onboarding and training, and leading teams to ensure day-to-day operations.
• Developed and implemented strategies to maximize customer satisfaction
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
• Increased profit by streamlining operations
• Analyzed and reported on key performance metrics to senior management
• Developed strong relationships with vendors, resulting in better pricing and improved service quality

• Improved team performance by implementing new KPI tracking systems and providing regular
feedback
• Collaborated with cross-functional teams to
enhance service quality
• Established clear communication channels for
employees to voice concerns, promoting
healthier work environment
• Led teams to drive results and meet production,
quality and safety goals
• Leveraged analytical tools to provide insight and
enhance performance
• Implemented innovative training programs
tailored to individual strengths and weaknesses
that enhanced team performance.
• Implemented customized coaching plans for
individual team members, empowering them to reach their full potential

• Managed high-stress situations effectively, maintaining professionalism while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Gained top performer award for 3 quarters across our offices in Egypt, India and UK.