Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues.
Hi, I’m
Silvana Samir Mounir Bakhit
Team Manager
Alexandria
Summary
Overview
5
years of professional experience
8
Certificates
3
Languages
Work History
Teleperformance-Booking.com (Italian Line)Alexandria, Egypt
Team Manager
07.2023 - Current
Job overview
- Responsibilities
- Team Management:
- Supervise and support a team of 17 agents, providing guidance and assistance as needed.
- Foster a collaborative and productive work environment, ensuring team members are motivated and engaged.
- Conduct regular team meetings to discuss performance, share updates, and address any issues.
- Project Management:
- Lead and manage special projects or initiatives related to customer service and team operations.
- Coordinate with other departments to ensure successful project execution.
- Monitor project progress, and ensure timely completion.
- Conflict Resolution:
- Mediate conflicts within the team, and provide solutions to maintain a harmonious work environment.
- Address any interpersonal issues promptly and fairly.
- Implement conflict resolution training and techniques for team members.
- Quality Assurance:
- Ensure adherence to quality standards and company guidelines.
- Conduct regular quality checks and audits on customer interactions.
- Implement quality improvement initiatives based on audit interactions.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
Teleperformance-Booking.com (Italian Line)Alexandria, Egypt
Italian Customer Service Representative
06.2021 - 07.2023
Job overview
- Responsibilities
- Executing 32+ outbound calls per day to follow up with customers.
- Propose more efficient call script to reduce average customer handling time, which was well received and implemented by management.
- Boosting customers’ loyalty by exceeding expectations.
- Managing 12+ complaints per day.
- Performing an extra mile to engage customers.
- Sending 22+ e-mails per day.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
MEA FLCAlexandria, Egypt
MEA FLC in Dubai, Emirates *Future Leaders Challenge Among MEA& Africa*
01.2023 - 01.2023
Job overview
- Achieved 3rd place ranking among institutions across the Middle East and Africa.
- Delivered presentations to global representatives of leading international hotel chains.
- Collaborated in a multicultural team environment alongside international students.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Heritage Alexandria, Egypt
Heritage Conservation Project – Senghor & Alexandria Universities
03.2022 - 10.2022
Job overview
- Participated in a joint academic project between Senghor University and Alexandria University focused on the preservation and documentation of Alexandria’s cultural heritage sites.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Cameroon African Cup of NationsCameroon
Leader | Cameroon African Cup of Nations
02.2022 - 02.2022
Job overview
- Represented the university at the prestigious event, embodying its values and mission.
- Acted as the primary point of contact between the university and event organizers.
- Managed and coordinated a diverse team of 25 individuals, ensuring effective communication and collaboration.
- Delegated tasks and responsibilities to team members based on their strengths and expertise.
- Organized and supervised all logistical aspects of the trip, including transportation, and scheduling.
- Ensured that all team members were aware of their roles and responsibilities throughout the event.
- Coordinated with event organizers to ensure that all activities and requirements were met.
- Facilitated effective communication between the team, university, and event organizers.
- Mentored junior staff members, helping them develop leadership skills and advance their careers within the organization.
- Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
Alexandria University Youth EntityAlexandria, Egypt
Public Relations
09.2020 - 06.2021
Job overview
- Responsibilities
- Dealing with enquiries from the colleagues.
- Speaking publicly at interviews.
- Providing colleagues with information about new promotional opportunities and current PR campaigns’ progress.
- Supported public relations efforts with impactful event photography that captured key moments for sharing across media channels.
- Enhanced brand visibility by spearheading public relations initiatives, social media management, and content creation.
Marassi Golf ResortNorth Coast
VIP Guest Relations
05.2020 - 09.2020
Job overview
- Responsibilities
- Greet VIP guests warmly and ensure smooth check-ins or arrivals.
- Offer personalized services (e.g. welcome notes, favorite drinks, room preferences).
- Handle all special requests and arrangements—think priority bookings, transportation, private tours, or room type preferences.
- Handle confidential information with the highest level of discretion.
- Maintain contact throughout the guest’s stay or event to ensure satisfaction.
- Keep detailed guest profiles to enhance future stays or visits.
- Support loyalty and retention by creating memorable moments.
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Supported successful events by coordinating logistics and managing VIP guest relations on behalf of the Managing Director.
Education
Alexandria UniversityAlexandria, Egypt
B.Sc. from Tourism – Hospitality – Management
07-2023
University Overview
- Grade: Excellent with Honors Degree
- Graduation project: Investigating the effect of film-induced tourism on Egypt’s destination branding
- Project Grade: Excellent
- GPA: 3.97 / 4.00
Skills
Excellent communication and interpersonal skills, with a warm, approachable manner
Proven ability to deliver exceptional customer service in fast-paced environments
Highly adaptable, calm under pressure, and culturally aware
Team-oriented with strong problem-solving and decision-making abilities
Professional presentation and dedication to upholding brand standards
Native in Italian / Fluent in English; able to connect with people from diverse backgrounds
Performance coaching
Customer focus
Influencing skills
Operational excellence
Performance appraisal
Succession planning
Staff development
Certification
Completed C1 Advanced English course at the British Council, demonstrating high-level proficiency in academic and professional communication. Course (August 2023)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
LANGUAGES
Arabic: Native in (speaking-writing)
Italian: Native in (speaking-writing)
English: Fluent in (speaking -writing / C1)
Timeline
Team Manager
Teleperformance-Booking.com (Italian Line)
07.2023 - Current
MEA FLC in Dubai, Emirates *Future Leaders Challenge Among MEA& Africa*
MEA FLC
01.2023 - 01.2023
Heritage Conservation Project – Senghor & Alexandria Universities
Heritage
03.2022 - 10.2022
Leader | Cameroon African Cup of Nations
Cameroon African Cup of Nations
02.2022 - 02.2022
Italian Customer Service Representative
Teleperformance-Booking.com (Italian Line)
06.2021 - 07.2023
Public Relations
Alexandria University Youth Entity
09.2020 - 06.2021
VIP Guest Relations
Marassi Golf Resort
05.2020 - 09.2020
Alexandria University
B.Sc. from Tourism – Hospitality – Management
Civil Experience
Civil Experience
- MEA FLC in Dubai, Emirates
- Future Leaders Challenge Among MEA& Africa
- 2023-01-01, Achieved 3rd place ranking among institutions across the Middle East and Africa., Delivered presentations to global representatives of leading international hotel chains., Collaborated in a multicultural team environment alongside international students.
- Heritage Conservation Project – Senghor & Alexandria Universities, 2022-03-01, 2022-10-01, Participated in a joint academic project between Senghor University and Alexandria University focused on the preservation and documentation of Alexandria’s cultural heritage sites.
- Leader, Cameroon African Cup of Nations, 2022-02-01, 2022-02-01, Represented the university at the prestigious event, embodying its values and mission., Acted as the primary point of contact between the university and event organizers., Managed and coordinated a diverse team of 25 individuals, ensuring effective communication and collaboration., Delegated tasks and responsibilities to team members based on their strengths and expertise., Organized and supervised all logistical aspects of the trip, including transportation, and scheduling., Ensured that all team members were aware of their roles and responsibilities throughout the event., Coordinated with event organizers to ensure that all activities and requirements were met., Facilitated effective communication between the team, university, and event organizers.
Community Service
Community Service
- MEA FLC in Dubai, Emirates
- Future Leaders Challenge Among MEA& Africa
- 2023-01, 2023-01, Achievements & Responsibilities, Achieved 3rd place ranking among institutions across the Middle East and Africa., Delivered presentations to global representatives of leading international hotel chains., Collaborated in a multicultural team environment alongside international students.
Personal Information
Personal Information
- Date of Birth: May 31, 2001
- Nationality: Egyptian
- Marital Status: Single
Civil Experience
Civil Experience
- MEA FLC in Dubai, Emirates
- Future Leaders Challenge Among MEA& Africa
- 2023-01-01, Achieved 3rd place ranking among institutions across the Middle East and Africa., Delivered presentations to global representatives of leading international hotel chains., Collaborated in a multicultural team environment alongside international students.
- Heritage Conservation Project – Senghor & Alexandria Universities, 2022-03-01, 2022-10-01, Participated in a joint academic project between Senghor University and Alexandria University focused on the preservation and documentation of Alexandria’s cultural heritage sites.
- Leader, Cameroon African Cup of Nations, 2022-02-01, 2022-02-01, Represented the university at the prestigious event, embodying its values and mission., Acted as the primary point of contact between the university and event organizers., Managed and coordinated a diverse team of 25 individuals, ensuring effective communication and collaboration., Delegated tasks and responsibilities to team members based on their strengths and expertise., Organized and supervised all logistical aspects of the trip, including transportation, and scheduling., Ensured that all team members were aware of their roles and responsibilities throughout the event., Coordinated with event organizers to ensure that all activities and requirements were met., Facilitated effective communication between the team, university, and event organizers.
Community Service
Community Service
- MEA FLC in Dubai, Emirates
- Future Leaders Challenge Among MEA& Africa
- 2023-01, 2023-01, Achievements & Responsibilities, Achieved 3rd place ranking among institutions across the Middle East and Africa., Delivered presentations to global representatives of leading international hotel chains., Collaborated in a multicultural team environment alongside international students.