Ain Shams University

The American University in Cairo

Futures Language School

Abu Dhabi, United Arab Emirates

Skills: Business Development Consultancy · Strategic Planning

Technology Holding Company

Project Portfolio Manager

I work with startups to help them reach their growth state by designing business development strategies and help them apply it

This can include any or all of the following:
- Create Product/department Business Plan
- Create relevant processes and workflow
- Recommend Tools and provide initial setup
- Recommend Sales Strategies and scaling plan
- Assist with hiring and recommend candidates
- Assist with general SOPs and company guidelines
- Participate in client meetings when needed
- Recommend and initiate relevant partnerships
- Provide general consultation on day to day incidents

Among other projects and customers, these are two highlights

Project: Media-Production-as-a-Service

- Designed the business model and pricing tiers
- Created a hiring plan to scale with each number of clients
- Defined target segments
- Achieved 500,000 EGP recurring revenue in 6 months.

Project: Advertising Department Launch

- Creating the department structure of 8 roles
- Creating workflow and processes for 40% more efficiency
- Identifying target segments and sales strategy
- Setting up CRM template for lead tracking and analytics
- Hiring three key members to launch the department
- Achieving 100,000 EGP recurring revenue in only 3 months

Self-employed

Business Development & Growth Consultant

Skills: Go-to-Market Strategy · Strategic Planning

Hoopoe Digital

Head of Commercial

Beeper consolidates messages from 15+ chat apps into a single inbox to eliminate missed messages and notification overload

Beeper

Support Consultant

ZealPay is a platform offering Loyalty programs and Mobile payments to restaurants and retailers while helping them learn about their customers through data analytics.

I launched Egypt's first ever mobile payment taking the company from a Loyalty Platform to FinTech. I have also

- Signed the main payment partnership with a highly customized solution for mobile payments
- Increased number of merchants by 5x in the first 6 months
- Signed key partnerships with POS integrations
- Increased onboarding success rate by 70%
- Reduced onboarding duration to 48 hours
- Increased app downloads by 67% during mobile payments launch campaign
- Processed $62,500 (converted from EGP) in-app transactions during mobile payments launch campaign
- Drafted 5 new revenue streams for long-term growth

ZealPay

Head Of Commercial

Built the company's support and customer success team to scale. I grew the company's customer base 10x YoY through Business Development and Partnerships.

Responsibilities:

Operations
 - Monitor and maintain department performance through key elements to ensure company's growth
 - Monitor and develop existing KPIs
 - Review, develop and create internal processes
 - Send operations monthly reports to management

Business Development
 - Research organizations and individuals to find new opportunities
 - Contact potential clients to establish rapport and arrange meetings
 - Advise potential partners on potential challenges with integration
 - Arrange demos between partners and customers
 - Provide internal training on new partnerships for all departments

Product
 - Follow up with product team on customer's requests 
 - Follow up with product team on existing product bugs
 - Test and advise on new products and releases
 - Advise on potential product security issues

Social Media
- Arrange video and photo shoots with clients
- Follow up with posting dates for social media shoots
- Follow up on negative reviews and advise approachability
- Communicate important product and partnership updates to Marketing department
- Schedule and arrange communication for Webinars

Customer Success
- Develop and apply customer renewal strategy
- Track customers health and predict their renewal status
- Analyze customer trends to predict and prevent churn
- Arrange calls and meetings with customers when needed
- Manage customer touchpoints with all departments
- Send monthly renewal reports to management

 I also have
- Increased onboarding efficiency by 67%
- Reduced the number of support tickets by 25%
- Increased Egypt's LTV by 2.4x
- Increased social media engagement by 20% using locally produced media
- Increased average renewal duration by 1.7x
- Achieved a 72% renewal rate during COVID
- Signed four key partners for the marketplace

POSRocket

Country Operations Manager

Overseeing and engaging into the day to day operations involving new customers on-boarding and ongoing support during the customer's journey up until their renewal with engagement in other functions such as Social Media Marketing, Product Development and HR

Responsibilities: 

Support Team
 - Conduct KPIs Review
       - Update the KPIs Score Card
       - Conduct Weekly Meeting per Astronaut
       - Raise Team’s Business Awareness
 - Provide On-boarding/Support Management
 - Conduct a weekly Technical Support Meeting with Stakeholders in other countries

Social Media
 - Arrange video and photo shoots with clients
 - Follow up with posting dates for social media shoots 
 - Conduct Weekly Social Media Meeting

Customer Success
 - Make arranged/random Customer Success calls
 - Manage Renewals
 - Notify clients with renewal (30 days notice period)
 - Call clients to offer renewal options
 - Handover to finance the client renewal plan
 - Manage customer escalations

Operations Development Communication
 - Send weekly unresolved problems
 - Manage client requests with development
 - Follow up on product progression
 - Transmit customer voice to developers

Business Analytics
 - Contribute to KPIs Development
 - Conduct Monthly Performance Review
 - Enhance business workflow process and generate more data

Admin
 - Review and approve support visits
 - Update Mission Control
       - Create new accounts
       - Update subscription management with Active Clients
       - Update Churn Clients and churn reasons
       - Update information for existing clients
 - Send sales quotations
 - Review Social Media analytics and documents
 - Update KPI Sheets (Monthly)
 - Conduct HR Support Duties (phone screening and interviews)

I have also
- Increased average contract value by over 100%
- Increased sales by 3.6x in my first month
- Increased the number of confirmed qualified meetings by 50%

Operations Supervisor

The MOB was a digital marketing agency focused on boosting merchants online presence through Social Media.

Brought merchants' vision into Social Media through social media strategies, art direction and paid social media ads to help them grow their audience and increase their sales. I have also

- Created creative content calendars for merchants
- Directed media production to achieve merchants' goals
- Came up with creative captions for social media posts
- Engaged with the merchants' community to convert audience into paying customers
- Followed trends and created mobile content accordingly to increase engagement
- Increased sales for merchants by 25%

The Mob Egypt

Social Media Manager

The Examination Services in Egypt has administered around 85,000 exams in the last year which includes IELTS, School exams, Education Professional and Cambridge ESOL exams. 

I have delivered the IELTS exam to over 15,000 students by coordinating, arranging and preparing the IELTS test and managing post-test procedures.

Accountabilities, responsibilities and main duties
- Examinations Administration
- Administer IELTS in accordance with the IELTS Administration and PSN manual, and British Council corporate standards.
- Enable Cairo IELTS business targets to be met or exceeded through the effective administration of IELTS
- Recruit, train and manage suitably qualified venue staff and monitor their performance through regular appraisal/feedback.
- Arrange exam venues and logistics in accordance IELTS and British Council Exams standards.
Customer Service and Marketing
- Ensure that customer service colleagues are informed of any relevant updates related to IELTS
- Support customer service colleagues in dealing with non-routine customer enquiries about IELTS, as required
- Support Cairo Exams marketing and business planning activity as required
- Respond to all second level email and call queries as per corporate standards and policies outlined in the Customer Management Framework

Finance
- Prepare monthly IELTS income reconciliations for Cairo accurately and by the agreed monthly deadline

HR
- Line manage 1 Examinations Assistant according to British Council performance management standards
- Ensure suitable cover for any line managed posts in time of sickness or leave
- Keep updated professionally in order to provide a service that is in line with current legislation and best practice with at least one formal training course each year in accordance with PMPD guidelines

British Council

Examinations Services Officer

- Classroom management.
- Planning, preparing and delivering lessons to a range of classes and employees.
- Marking and providing appropriate feedback on oral and written work.
- Devising, writing and producing new materials, including audio and visual resources.

TE data

Business English Instructor (Part-Time)

- Classroom management.
- Planning, preparing and delivering lessons to a range of classes and age groups.
- Preparing and setting tests, examination papers, and exercises.
- Marking and providing appropriate feedback on oral and written work.
- Devising, writing and producing new materials, including audio and visual resources.
- Participating in marketing events for the language school.
- Preparing information for inspection visits and other quality assurance exercises.

Berlitz Egypt

English Language Instructor (Part Time)

Team Coaching and Development

- Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.
- Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.
- Facilitate performance reviews using the “Performance Dialogue” Framework for team members.
- Ensure all team members adhere to Vodafone policies and procedures.
- Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act.

Leadership

- Identify and provide recommendations and solutions to departmental issues and Initiate change throughout the contact centre in line with our departmental goals
- Participate in the preparation and implementation of operational plans
- Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.
- Undertake project work as directed by management

KPIs/Measures

- Adherence to coaching team members monthly on call quality
- Team Adherence to Vodafone policies and procedures (team understanding)
- Team adherence to Privacy and Credit Guidelines
- Team knowledge of products, services and applications.
- Quality of communication with internal and external customers.
- Deliver performance reviews and development plans
- Adherence to the facilitation of monthly/fortnightly team meetings
- Adherence to facilitating monthly one on one meetings with team members
- Effective management of team and departmental reward and recognition programs.
- Alignment to Vodafone’s Brand Essence and high performance culture
- Implementation and support of the Service Business Plan Goals

_VOIS

International Account Performance Manager

Vodafone International Services Advisor

 
Job description

•	Acting as a frontline interface with customers of Vodafone companies worldwide. The main purpose is to facilitate and provide a Vodafone global customer service standard.

•	Essence of Role/Key Accountabilities:

- Own and manage the client relationship: resolving calls efficiently and effectively
- Ensure service level agreements are met and maintained
- Work as part of a team to ensure offering world-class Customer Service at all times.
- Be proactive in regards to the improvement of processes and procedures
- Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service
- Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service
- Mentor and support new employees
- Use the job tools (telephone and computer) effectively
- Meeting service level in handling all transactions measured through productivity reports
- Accuracy in handling all assigned tasks
- Maintain professional work relationships with colleagues, supervisor and manager
- Teamwork spirit, flexibility, Attendance and punctuality


Achievements

- Highest Performance Rating for Year 2013 (Rate X)
- Highest Performance Rating in a Month - May 2012 & January 2013

Projects

- Knowledge Base Creator & Owner (Certified & Verified source of information for Technical Department Front Liners) – May 2011 to Present
- Operation Normandy (a project for Improvement & Support for new comers to Technical UK Department) – July 2012 to October 2012

Training 

- Conducted Samsung Training (Samsung Galaxy S and Samsung Galaxy S II) – Sep 2011
- Pre Release iOS 7 & iPhone Project with Sara Aly (UK Technical Supervisor & New Products SPOC - UK Technical) – August 2013

Samer Helmy