Shady Elnahas
Senior Operations Associate
6th of October,GZ
Summary
Senior operations expert with proven track record in streamlining processes and enhancing operational efficiency. Strong focus on team collaboration and achieving results, ensuring adaptability to changing needs. Skilled in project management, process optimization, and cross-functional coordination. Reliable and driven, consistently delivering impactful outcomes.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Senior Operations Associate
Treyd AB
10.2024 - Current
- Ensure seamless execution and reconciliation of outgoing and incoming payments, addressing issues promptly to minimize operational risk.
- Manage day-to-day operational workflows including data validation, internal requests, and process alignment.
- Act as the operations liaison for cross-functional teams (finance, product, support), communicating key updates and resolving blockers.
- Review and validate supplier and vendor invoices for compliance with internal policies and investor requirements.
- Deliver and coordinate rollout of new features and tools to customer-facing teams, including documentation and training.
- Monitor and manage overdue repayments, supporting the end-to-end collections process to mitigate risk, and improve recovery rates.
- Managed project timelines, ensuring timely completion of tasks and meeting overall objectives.
- Implemented risk management strategies, mitigating potential financial losses and enhancing company stability.
Back-Office Operations Associate
Treyd AB
01.2023 - 10.2024
- Ensure the service delivered to our customers meets contractual Key Performance Indicators (KPIs).
- Clarify customer requirements; probe for understanding, use decision-support tools, and resources to appropriately provide resolution to the customer.
- Listen attentively to customer needs and concerns, and demonstrate empathy while maximizing the opportunity to build rapport with the customer.
- Greet customers in a courteous, friendly, and professional manner, using agreed-upon procedures.
- Maintain a basic knowledge of client products and/or services.
- Prepare complete and accurate work, including appropriately notating accounts as required.
- Participate in activities designed to improve customer satisfaction and business performance.
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
Associate GBB Client servicing
HSBC
09.2022 - 01.2023
- Impact on the Business.
- Answers (or makes) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customers' issues at first contact, where possible.
- Delivers what is promised, in line with customer expectations.
- Offers value-added products and services based on customer needs analysis, and ensures customer understanding of those products.
- Customers, stakeholders.
- Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications.
- Generating customer loyalty through a strong knowledge of key products and services.
- Owns and resolves issues, and understands how and when to escalate.
- Leadership and teamwork.
- Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.
- Values diversity among the team.
- Operational Effectiveness and Control.
- Knowledge of group compliance, operational risk, and SOX (Sarbanes-Oxley requirements) for RBWM centers.
- Maintains HSBC internal control standards.
- Awareness of all elements of operational risk associated with the role in compliance with SOX for contact centers.
Education
BBA - Business administration, Management
Akhbar El-Youm Academy
Egypt 05.2016 - 08.2020
Skills
Workload prioritization
Certification
Certified Payment Specialist, GigPlus Organization at Microsoft - Oct 2024 till June 2025
Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
Timeline
Senior Operations Associate
Treyd AB
10.2024 - Current
Certified Payment Specialist, GigPlus Organization at Microsoft - Oct 2024 till June 2025
10-2024
Back-Office Operations Associate
Treyd AB
01.2023 - 10.2024
Associate GBB Client servicing
HSBC
09.2022 - 01.2023
BBA - Business administration, Management
Akhbar El-Youm Academy
05.2016 - 08.2020
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