SUMMARY OF QUALIFICATIONS :
- Accomplished and integrity – driven professional offering over +11 years of business success on national and international levels, With strong concentration and enormous success in Risk Management, Strategic planning, Project management, Organizational development and Customer service management.
- Recognized as a savvy leader with strengths in reengineering business processes, defining continuous improvement processes, presiding over lively brainstorming sessions, building consensus, recognizing and accelerating peer’s strengths, delegating the ‘right task’ to the ‘right person’ and building a powerful teams that can conquer any obstacles.
- Intelligent business – woman with highly diverse business knowledge and propensity to initiate positive changes
- Praised for prudently managing human and financial resources and continually extinguishing ‘tires’
- Not afraid to delve into ‘unchartered waters’. Capitalize on strong business acumen and natural leadership talents to steer teams and company in new directions. “True leaders are not those who strive to be first but those who are first to strive and who give their all for the success of the team”
EDUCATION - ACADEMIC QUALIFICATIONS
Internal Auditor According to ISO 19011:2002 & ISO 9001:2008 by ACS 2009
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“C.s, Citrix, Sieble” got a training by Mike McCaughn
Microsoft dynamics, great plains & SAP” got a training to help me decide which ERP system to implement. |
Sales and soft-skills training ‘’Advanced sales & Closing techniques- Kevin Secours “2nd trainer World-wide”
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BcA. Commerce & Business Administration, 2005; Faculty of Commerce & Foreign Trade English Section - Helwan Univesrity Major: accounting, Minor: Auditing
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General Secondary certificate (2001)-EL Maref Modern Language School-Heliopolis – Cairo – Egypt
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PROFESSIONAL STRENGTHS :
• Project management
• Risk & Crisis management • Customer relation management • Managing events and launching products • E-marketing & Website Developing • Complex tender and bid analysis • Credit Premium Audit • Awareness of All Insurance types and Products. • Media training • Procurement & Placement• Business Process Re-engineering |
• Strategic planning
• Sales and Marketing • Media relations • Corporate presentations • Internal communications • COPC data reporting & Six-Sigma approach • Internal auditing & Document control (ISO CERTIFIED) • Designing cross departmental channels • Problem resolution • Product's portfolio design |
• Team building, employee motivation, and staff training-development
• Sponsorships • Speeches • Marketing support • ERP, CRM, DID, DOD, Central & other communication means implementations. • Operations, Service Levels Adherence & Conformance. • Setting & monitoring KPI’s. • Business Process Re-engineering • Organizational & Business Development |
CAREER HISTORY :
BUSINESS & ORGANIZATION DEVELOPMENT MANAGER (CONSULTANCY) - RISK MANAGEMENT BROKERAGE (JULY 2011 – JUNE 2012)
- Gathering information about the insurance brokerage business in Egypt in terms of companies, customers, market behavior & economy reflect
- Instructing and delivering a feasibility study, a strategic plan & OD mapping plan to EFSA in the favor of the company
- Designing cross departmental and external communication forms. (eg. Purchase orders, hiring applications, etc.)
- Translating the company mission and objectives into a hierarchy with a matched work flow process
BUSINESS CONSULTANT & TRAINER - GENERATIONS (FREELANCING)
(June 2010 - May 2011)
- Act as a business consultant for the beneficiary companies of Generations, advice, guide, & execute their development programs through the IMC
- Instruct and conduct various training programs as needed, covering but not limited to; soft skills, sales techniques, category management & business ethics.
BUSINESS & ORGANIZATIONAL DEVELOPMENT MANAGER - SPORTICA SLS
(MAY 2009 – JUNE2010)
- Act as internal consultant and program manager providing organizational development and related Human Resources support for individuals and groups. Including labor insurance and related labor legal issues.
- Develop and manage performance evaluation, structure evaluation, succession planning, and career tracking initiatives.
- Safeguarding the organization, its customers, reputation, assets by identifying and managing all threats to the achievement of its business objectives. This often involves risk financing including insurance purchase. Detailed activity will vary considerably with the nature of the specified project, business area, location & the actual risks it faces.
- Design and implement an overall risk management process for the organization, manage the process of identifying and assessing the risks affecting the business, oversee, and in some areas implement, the plan of risk control actions (e.g. purchase of insurance or other risk financing options, health and safety measures, liaison with regulators, business continuity plans). Monitor, evaluate and challenge the organization’s success in managing its risks. Organize appropriate risk reporting, internally and externally.
- Handling Procurement activities, evaluate purchase offers, initiate and approve final purchase orders.
- Responsible for handling the company’s development projects with the IMC. Handel, study, manages, supervises and approves all related negations and development programs related.
- Instructing a strategic study and detailed infrastructure to implement ERP to facilitate internal/external communication activities.
- Identifying the tools to measure the market size and all what it takes to acquire a USP.
- Enhancing the External Relations through variety of approaches & Marketing strategies.
- Define, refine, test and implement strategic plans. These activities include primary research, industry, market and competitive analysis, customer needs assessment. Define the product roadmap in the long, mid and short term.
- Product Portfolio Management through providing marketing expertise for the day-to-day management of products in the development pipeline. These activities include opportunity assessment, market evaluation, market research, financial evaluation, and other marketing needs required throughout the product evaluation process. Define the product roadmap in the long, mid and short term.
- incorporating customer needs, input and feedback from other internal and external groups
- Managing a team to prepare the company for eligibility of ISO 9001:2000 (accomplished Jan 2010)
- Participating in defining the bottom neck of the departmental workflow and designing a better scheme.
- Responsible for the internal IT and communication infrastructure, other tasks as handled/arise relative to the same objective.
EXTERNAL RELATIONS & ORGANIZATIONAL DEVELOPMENT MANAGER - SAN ROSE TRAVEL
(JAN 2005 – MAY 2009)
- Advise the organization on any potential risks to the profitability or existence of the company. Identify and assess threats, put plans in place for if things go wrong and decide how to avoid, reduce or transfer risks.
- Design, direct, &manage the implementation of organizational workforce planning, succession & career planning, professional development, key employee retention initiatives, organization design, & change management. Also establishing methodologies & policies to identify match & deliver learning & development solutions to meet existing & future business needs
- Carrying out processes such as purchasing insurance, implementing health and safety measures and making business continuity plans to limit risks and prepare for if things go wrong (eg. In bounders insurance).
- Providing support, education and training to staff to build risk awareness within the organization.
- Responsible for creating and executing a global media relations program for the agency; with the goal of publicizing SRT as a premiere travel destination to the international, domestic trade and lifestyle media
- Serve as an official spokesperson for SRT.
- Provide communications counsel to senior management, helping to enhance the company's success by applying proactive and reactive communications strategy, including crisis communications.
- Create PR programs that positively position the agency and align closely with marketing campaigns, using communications tools and practices, to reinforce the agency message.
- Ensure correct and consistent branding and agency’s image
- Develop and maintain departmental budget. Manage strategic planning for media relations effort, approve media releases and Web content produced by staff, agencies and contractors.
INTERNATIONAL ACCOUNT SUPERVISOR - VODAFONE NZ (NIGHT-SHIFT)
(AUG 2008 – JAN 2009)
- Supervise, coach and support agents while overseeing day to day activities with strong focus on service quality, service level agreement, as well as assisting clients/customers/agents with their needs and requests
- Ensuring that standards and procedures are defined and adhered to
- Ensuring that all members of the team adhere to CSS and contracted Service level agreements
- Developing clear communication processes within the team and with our customers
- Facilitating regular team meetings, training and coaching sessions. “Coach, mentor and schedule one on one training”
- Assist in ensuring all quality standards are met by ensuring two quality evaluations are completed per CSR per week
- Report on and monitor KPI’s and SLA’s and provides recommendations for improvements to meet these, if required
- Assist with recruitment process if needed
INTERNATIONAL TELESALES TEAM LEADER & TRAINER - C3 CALL-CENTER-COMPANY (NIGHT-SHIFT)
(MAY 2005 – AUG 2008)
- Launching the International Account (AYP), off shoring, Outbound Campaigns project
- Managing the team including, the daily team meeting to motivate & prepare them for the shift, coaching the agents, motivating them & even closing deals if necessary to meet the daily target that required “Sophisticated, innovational techniques in improving the Performance to meet COPC standards including COPC data reporting & Six-Sigma approach”
- Daily reports are sent to the management for the day’s performance\COPC data reports are filled on daily basis, to submit table-Sigma to QA department at the end of the month, also my job tasks included backing our operation manager in reporting to our client if necessary
MARKETING SENIOR TEAM LEADER - MERRITTE FOR TRADING
(JAN 2002 – NOV 2004)
- Bargaining on deals with international suppliers, closing deals, and following up till ensuring its arrival to the ware-house
- Studying the products’ features and specifications, to train the team members on the rebuttals relevant to the expected objections.
- “Through team members” we Contact customers explaining them the products features, benefits and different terms of payments, following up with potential customers for closing deals
- Managing data base/some relevant desk work, then briefing sales department all potential big stores names/contacts for attending visits and closing deals.