Giza, Al Jizah, Egypt
Results-driven HR & Customer Experience professional with 14+ years of success enhancing people, processes, and performance. Proven track record in boosting customer satisfaction (+20%), reducing complaints (–15%), and leading high-performing teams across healthcare and consulting sectors. Passionate about building engaged workplaces and delivering service excellence. I help businesses enhance customer experience and employee performance by building effective Customer Service and HR systems. With over 14 years of experience in CX, CRM, and Performance Management, I deliver practical, data-driven solutions that boost satisfaction, engagement, and efficiency.
Leading a remote team of 5 customer service agents, driving response time improvement by 30%. Implemented a new CRM workflow that increased client satisfaction scores from 70% to 88% in 4 months. Designed and delivered training programs that enhanced agent productivity by 25%. Analyzed service data and introduced performance dashboards aligned with key KPIs.
Managed HR operations for 80+ employees in a high-volume contact center. Reduced new hire onboarding time by 40% through process optimization. Launched engagement initiatives that boosted employee satisfaction by 18%. Supported recruitment, compliance, and employee relations with zero legal escalations.
Coordinated hiring and onboarding for medical and administrative staff. Improved data accuracy in HRIS by 30% through policy standardization. Supported payroll and compliance for 120+ employees.
Handled daily interactions with 200+ customers, maintaining 95% satisfaction rate. Developed a feedback tracking system that reduced repeat complaints by 20%. Supported SaaS platform users with troubleshooting and onboarding.
Coordinated onboarding and orientation for all new employees. Served as the first point of contact for HR-related inquiries and grievances. Assisted with payroll and attendance reconciliation. Contributed to policy development and updates.