Operations Supervisor

I founded and operate a full-spectrum automotive care facility in Cairo specializing in diagnostics, mechanical and electrical repairs, preventive maintenance, bodywork, accident reconstruction, and hybrid and electric vehicle servicing.

I manage workshop operations, repair projects, technicians, spare-parts sourcing, quality control, and customer service. I introduced digital job tracking and streamlined workflows to improve transparency and reduce turnaround time.

I supervise the English-speaking team and multiple lines of business for the Harman project. I manage daily operations, resource allocation, escalations, coaching, workflow optimization, and delivery against SLA, quality, NPS, and KPI targets.

I prepare and present client performance reports, collaborate with EMEA stakeholders, and lead corrective-action and continuous-improvement initiatives. I also support forecasting, scheduling, and capacity planning.

I handled complex L2 e-commerce escalations involving payment failures, chargebacks, fraud claims, payment-provider disputes, and risk mitigation. I investigated cases using order data, CRM records, payment gateway logs, and transaction histories.

I partnered with Payments, Finance, Risk, Compliance, Customer Support, and Product teams to improve resolution quality and turnaround time. I created SOPs, root-cause analyses, workflows, and scalable process improvements.

I reviewed product listings, customer reviews, seller information, live-commerce content, and user interactions for compliance with TikTok Shop policies and e-commerce guidelines.

I identified prohibited products, misleading content, counterfeit goods, and other policy violations, escalating sensitive cases when needed. I maintained accuracy and productivity targets while providing feedback on policy and process gaps.

I delivered Italian-language Level 1 technical support for Apple customers through phone and chat. I diagnosed hardware, software, connectivity, Apple ID, iCloud, account, setup, and recovery issues across Apple devices and services.

I documented cases, escalated unresolved issues to Tier 2 and engineering teams, and maintained customer-service and resolution KPIs. I also contributed to internal knowledge-base updates for recurring issues.

I analyzed customer experience and operational data for seven lines of business in a multilingual contact center environment. I monitored CSAT, FCR, AHT, QA scores, SLA adherence, and other operational metrics.

I prepared Weekly Business Reviews and Monthly Business Reviews, built dashboards and trackers, and presented insights and action plans to operations and team-management stakeholders.

I delivered onboarding and upskilling programs, conducted quality audits, and supported calibration sessions across multiple contact center lines of business. I assessed calls, chats, and emails for process adherence, soft skills, quality, and compliance.

I developed training materials, SOPs, e-learning content, and refresher sessions based on quality trends. I collaborated with QA, operations, and team leaders to improve agent performance and reduce escalations.

I designed and delivered onboarding, role-specific, refresher, and performance-improvement training for frontline agents and team leads. I supported multilingual teams and multiple lines of business in a high-volume contact center environment.

I conducted training-needs analysis, developed curricula and knowledge materials, and monitored post-training performance. I successfully onboarded more than 100 agents and improved readiness, QA, and CSAT outcomes.

I founded and managed a family-friendly café in Cairo serving hot and soft beverages through dine-in and takeaway operations. I oversaw daily operations, menu design, quality control, staffing, scheduling, vendor relationships, inventory, pricing, and customer engagement.

I created a distinctive mobile takeaway concept by converting a car into a coffee shop. I built the business without external investors and used seasonal offers and creative branding to grow customer loyalty and footfall.

I supported Expedia customers with travel bookings, itinerary changes, cancellations, refunds, and inquiries related to flights, hotels, car rentals, and vacation packages.

I used CRM systems and knowledge bases to provide accurate, empathetic, and timely assistance in a high-volume environment. I maintained performance targets for CSAT, AHT, and first-contact resolution.

I supported Amazon Italy customers with orders, shipment tracking, returns, refunds, delivery delays, customs matters, and international shipment issues. I communicated with customers in Italian and English through phone, chat, and email.

I logged cases accurately, coordinated with logistics partners and internal teams, and maintained customer satisfaction, handling-time, and first-contact-resolution targets.

I managed and assisted Italian-speaking tourist groups in Sharm El Sheikh from airport arrival through hotel transfers, itinerary briefings, safety monitoring, and final departure coordination.

I served as the primary liaison between guests, hotels, and local vendors, resolving concerns promptly and ensuring a safe, smooth, and culturally appropriate travel experience.

I translated sensitive legal documents, official complaints, case summaries, and evidence files between Arabic, English, and Italian for legal and human-rights contexts.

I worked with a legal professional to ensure linguistic accuracy, legal clarity, cultural appropriateness, and confidentiality for materials submitted to courts, public authorities, and human-rights organizations.

Completed technical education in electrical technician studies in Cairo, Egypt.