Traveling and exploring new cultures
Rana Elsayed
Assistant Manager, Operations - Teleperformance Egypt
Cairo,Cairo
Summary
Dynamic operations leader with over 5 years of experience at Teleperformance Egypt, excelling in customer service, performance analysis, and team leadership. Proven track record in enhancing efficiency and reducing costs through effective communication and process improvements. Recognized for mentoring and developing staff, fostering collaboration, and implementing best practices that drive continuous improvement in service delivery and client satisfaction. Brings strong analytical and business knowledge, with the ability to thrive in fast-paced, multicultural environments while maintaining professionalism, adaptability, and a customer-focused approach.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Assistant Manager of Operations
Teleperformance Egypt
07.2024 - Current
- Oversee daily operations across multiple business lines, ensuring smooth workflow through effective task delegation and coordination.
- Partner with cross-functional teams to enhance efficiency, reduce costs, and improve overall performance.
- Support the Operations Manager in driving initiatives and motivational activities to boost team morale and engagement.
- Lead regular staff meetings to promote open communication, teamwork, and continuous improvement.
- Evaluate employee performance, providing constructive feedback and recognizing achievements to strengthen team productivity.
- Prepare and present performance updates in client and senior management meetings, aligning quarterly targets with long-term business objectives.
Operations Supervisor
Teleperformance Egypt
06.2023 - 07.2024
- Managed daily operations to ensure optimal performance, smooth workflows, and timely task completion.
- Maintained clear communication with upper management, providing regular progress updates and highlighting team challenges.
- Enhanced team productivity through continuous training, coaching, and mentoring.
- Developed and implemented standard operating procedures, improving consistency and efficiency across shifts.
- Ensured compliance with company policies, industry regulations, and safety standards at all times.
Subject Matter Expert
Teleperformance Egypt
02.2023 - 06.2023
- Mentored and supported junior team members, fostering professional growth and stronger performance.
- Designed and delivered training materials that improved skills, knowledge retention, and overall job satisfaction.
- Established best practices for knowledge sharing, promoting a culture of continuous learning and collaboration.
- Acted as the primary point of expertise for resolving technical challenges, ensuring smooth project execution.
Senior Technical Support Advisor
Teleperformance Egypt
07.2022 - 02.2023
- Served as a liaison between customers and internal teams, ensuring effective communication and timely issue resolution.
- Supported product development by identifying software bugs and providing user feedback during beta testing.
- Coached junior advisors to maintain service quality and improve customer satisfaction.
Technical Support Advisor
Teleperformance Egypt
07.2021 - 06.2022
- Delivered sincere and empathetic support to customers, ensuring their concerns were understood, addressed, and resolved effectively.
- Escalated complex cases to the appropriate departments and followed up to guarantee timely resolution and customer satisfaction.
Education
Bachelor Of Business - Accounting And Finance - Expected 2026
Cairo University
CairoPioneers International School Of Egypt
AlexandriaSkills
Customer Service Excellence – 5 years’ experience handling diverse customer needs with professionalism and empathy
Communication & Interpersonal Skills – Clear, approachable communication style; effective in multicultural environments
Client Communication & Performance Analysis – Prepared and presented KPI reports (CSAT, FCR, staffing, efficiency matrix) in client calls while adhering to strict deadlines
Crisis & Conflict Management – Skilled at de-escalating situations and maintaining calm under pressure
Teamwork & Collaboration – Proven ability to work effectively with colleagues and management to achieve goals
Adaptability & Flexibility – Thrives in fast-paced environments with shifting schedules
Professional Presentation – Polished appearance and strong attention to detail
Interests
Learning new skills and languages
Building connections with diverse people
Timeline
Assistant Manager of Operations
Teleperformance Egypt
07.2024 - Current
Operations Supervisor
Teleperformance Egypt
06.2023 - 07.2024
Subject Matter Expert
Teleperformance Egypt
02.2023 - 06.2023
Senior Technical Support Advisor
Teleperformance Egypt
07.2022 - 02.2023
Technical Support Advisor
Teleperformance Egypt
07.2021 - 06.2022
Bachelor Of Business - Accounting And Finance - Expected 2026
Cairo University
Pioneers International School Of Egypt