Yara Hassan Kamal Eddin
Cairo
Summary
Experienced customer service member with over 13 years of experience in the industry. Excellent reputation for resolving problems and improving customer satisfaction.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Dedicated and professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Over 1 year of successful experience in program team. Recognized consistently for performance excellence and contributions to success in customer facing projects, analytical initiatives and team infrastructure.
Overview
19
19
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Concession Abuse Prevention Group Manager
Amazon
11.2023 - 05.2024
- Championed a culture of continuous improvement within the department, encouraging innovation and creative problem-solving among staff members.
- Led cross-functional teams to achieve project milestones, ensuring timely completion and adherence to budget constraints.
- Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for team members.
- Cultivated a supportive work environment by addressing employee concerns promptly and implementing policies that promoted work-life balance.
- Implemented training programs to improve staff skillsets, enhancing overall productivity and job satisfaction.
- Collaborated with other group managers to develop best practices for operational efficiency across departments.
- Ensured compliance with industry regulations and company policies, mitigating risks associated with non-compliance issues.
- Managed budgets for various projects, consistently meeting financial targets while maintaining high-quality output.
- Established strong relationships with key stakeholders, resulting in decrease of abuse patterns and reduce monetary loss.
- Attended staff development meetings and workshops and applied information from those events into daily activities.
- Trained new team members by relaying information on company procedures and safety requirements.
- Delegated tasks strategically and monitored progress for timely completion.
- Monitored team performance to identify productivity improvement opportunities.
- Improved team morale and retention through recognition and reward programs.
- Collaborated with cross-functional teams to maintain project progress.
- Developed and implemented performance monitoring systems to track team progress.
- Resolved conflict quickly to limit operational disruption and maintain positive, productive working environments.
- Established strong stakeholder relationships for smooth project delivery.
- Prepared, calibrated, and monitored production levels to achieve targets.
- Supported staff with developing professional skills and abilities, uplifting team performance.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Developed detailed plans based on broad guidance and direction.
- Established team priorities, maintained schedules and monitored performance.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed expectations.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- onboarded CSAs from July 2023 till may 2024 and successfully expanded the team from 32 CSAs to 272 CSAs to become the largest CAP team in EMEA and monitored shift changes to uphold successful operations strategies and maximize business success.
Concession Abuse Prevention Team Manager
Amazon
07.2023 - 11.2023
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Streamlined communication channels for increased efficiency in project execution and decision-making processes.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Conducted comprehensive risk assessments for projects, implementing appropriate mitigation strategies to minimize potential issues.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Led employee relations through effective communication, coaching, training, and development.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Defined clear targets and objectives and communicated to other team members.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Customer Service Team Manager
Amazon
06.2022 - 07.2023
- Conducted regular performance evaluations, providing constructive feedback to drive professional growth within the team.
- Analyzed customer feedback data to identify areas for improvement, implementing changes accordingly.
- Redesigned workflow processes within the department, eliminating inefficiencies and redundancies in daily operations.
- Established cross-training opportunities for employees which led to better adaptability during fluctuations in workload demands.
- Organized regular team meetings for open discussions about challenges faced in the workplace, fostering a collaborative atmosphere focused on continuous improvement strategies.
- Developed strong relationships with key business partners, resulting in improved coordination and collaboration for seamless customer service delivery.
- Implemented quality assurance measures, ensuring consistent levels of excellence in service delivery.
- Resolved escalated customer complaints calmly and professionally, maintaining high levels of satisfaction among clients despite challenging situations.
- Developed and implemented training programs for new hires, resulting in faster onboarding and higher retention rates.
- Collaborated with other departments to resolve complex customer issues effectively and efficiently.
- Improved customer satisfaction ratings by addressing concerns promptly and providing effective solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Evaluated customer service staff performance and provided constructive feedback.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Customer Service Project Coordinator
Amazon
5 2020 - 06.2022
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Led projects and analyzed data to identify opportunities for improvement.
- Resolved problems, improved operations and provided exceptional service.
- Collaborated with various Amazon teams to achieve perfect customer journey.
- Maintained energy and enthusiasm in fast-paced environment.
- Developed team communications and information for meetings.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Drove operational improvements which resulted in savings and improved customer satisfaction rates.
- Participated in team-building activities to enhance working relationships.
- Actively listened to customers contacts, handled concerns quickly and escalated major issues to leadership.
Customer Service Team Manager
Amazon
06.2019 - 05.2020
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Handled day-to-day customer contact via phones and emails.
- Managed internal operational standards and productivity targets.
- Continuously encouraged employees within EG OU to present positive, exemplary image to customers.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Team leader
Xceed
01.2012 - 11.2018
- Job nature: managing a team of 25 csr and telemarketing, making action plans to develop their skills and help them to achieve the targets, applying in tasks and making action plans for the center to maintain the continuous progress Maintaining a continuous achievement of customer satisfaction survey Developing agents and analyze their potential to prepare them for different positions (trainers, mentors, team leaders…) Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation.
- Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
- Communicate expectations to employees and provide timely updates and changes.
- Provide subject matter expertise in handling escalated customer calls as needed.
- Manage team metrics and retention goals.
- Participate in discussions about reasons for attrition and root cause.
- Team with Site Leadership to develop actions to reduce attrition where possible.
- Provide feedback to team members on both call coaching and other daily performance and behavioral activities.
- Stay current on internal work processes, policies and procedures.
- Attend required manager development training.
- Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirement.
- Complete shift-wide projects that aim to increase productivity, quality or other KPI'S.
- Promote the company's values through both behavior and attitude, including being an advocate for team members.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
French teacher
MIU
07.2005 - 10.2005
- Sarh private schools in zahraa al maadi, Job nature: teaching French for middle school students.
- Built cultural literacy by organizing lesson plans focused on French-speaking countries.
- Collaborated on and implemented innovative pedagogical initiatives that focused on student-first, hands-on and experiential learning to foster French instruction.
- Immersed students in unfamiliar cultures by devising hands-on activities.
- Expanded student understanding of texts by spearheading in-depth discussions and assigning exploratory essays to help students articulate knowledge.
- Organized detailed list of resources to help students go beyond classroom environments and delve into topics of interest.
- Served as languages department member and attended meetings to develop and update course curricula.
- Facilitated learning of French language using variety of instructional methods, resources and technological tools.
- Helped students develop important learning skills and good study habits useful in trade school or college education.
Education
High School Diploma -
Lycée La Liberté
Egypt 09.1999 - 07.2000
Bachelor of Archaeology - Egyptology
Cairo University
Cairo 09.2000 - 07.2004
Bachelor of Arts - Art History
Sorbonne University
Paris 09.2002 - 08.2004
Skills
Call center customer service
Adherence to high customer service standards
Customer Service and Communication Skills
Insisting on Highest standards
Ownership
Strategic planning
Staff Management
Improvement initiatives
Advanced problem solving
Project planning and development
Testing and Conversion Plans
Procedure development
New product introductions strategies
Team Bonding
Time Management
Good Judgment
Problem-Solving
Compliance Enforcement
Change Management
Relationship Building
Utilization Management
Customer Management
Continuous Improvement
Forecasting
Project Management
Resource Management
Decision-Making
Team Leadership
Technical Analysis
Deadline Adherence
Task Delegation
Detail Oriented
Workload Management
Attention to Detail
Critical Thinking
Cultural Sensitivity
Flexible and Adaptable
Conflict Resolution
Resource Coordination
Presentation ability
Schedule oversight
Strategic Direction
Program Management
Program Reviews
Employee Scheduling
Stakeholder relationship management
Public Speaking
Team Coordination
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with AHS team in the development of new concession workflow that aims the highest customer satisfaction
- .Launched Amazon warehouse deals in AE MP.
- CO-launched multiple amazon Global store.
- SME of new projects concessions workflows.
- SME of Program team with Amazon Payment Team.
- SME of Program Team with AHS Team.
- Launched middle mile carriers initiatives in ME ( Project Aladdin)
- Contributed in EG MP launch. (Project Sunrise)
- Automatized the ME CS Program folder in Simple Issue Manager to reduce the manual effort.
- Best people manager connection score in both sites Cairo and Amman for Q1 and Q2 2020.
- Best gradBay score in both sites Cairo and Amman with a conversion rate of 80% to blue badge employees.
- Best team leader from Vidéotron Canada 2017-2018
- Supervised team of 15 team managers.
- Resolved abuse pattern or non returnable items during Ramadan peak
- Best connection scores in EMEA Jan and Feb 2024.
- Achieved best employee satisfaction scores in connections by introducing The Mood Meter
- Resolved Transfer issue between ASCS and CAP issue through deploying Transfer Dashboard and granting Dual access to CAP CSAs for better customer experience.
- Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
- Collaborated with training team in the development of business continuity plan.
Timeline
Concession Abuse Prevention Group Manager
Amazon
11.2023 - 05.2024
Concession Abuse Prevention Team Manager
Amazon
07.2023 - 11.2023
Customer Service Team Manager
Amazon
06.2022 - 07.2023
Customer Service Team Manager
Amazon
06.2019 - 05.2020
Team leader
Xceed
01.2012 - 11.2018
French teacher
MIU
07.2005 - 10.2005
Bachelor of Arts - Art History
Sorbonne University
09.2002 - 08.2004
Bachelor of Archaeology - Egyptology
Cairo University
09.2000 - 07.2004
High School Diploma -
Lycée La Liberté
09.1999 - 07.2000
Customer Service Project Coordinator
Amazon
5 2020 - 06.2022