Menna Elhadedy

Operations Associate

Giza, Al Jizah, Egypt5 yrs 5 mos experience

Highly Stable

Key Highlights

6+ years of experience in operations management.
COPC-certified professional focused on customer satisfaction.
Proven track record in team development and performance improvement.

Stackforce AI infers this person is a BPO Operations Manager with expertise in customer satisfaction and team leadership.

Contact

Skills

Core Skills

Operations ManagementClient SatisfactionCustomer SatisfactionTeam LeadershipCustomer Service

Other Skills

Client RelationsBusiness DevelopmentCustomer Service RepresentativesCall Center DevelopmentTeam DevelopmentAccount ManagementCustomer Relationship Management (CRM)Key Performance IndicatorsService-Level Agreements (SLA)Financial PlanningProcess Optimization (Manufacturing)Statistical Process Control (SPC)Business Process Outsourcing (BPO)Business OperationsData-Driven Insights

About

6+ years expert in results-driven Operations Supervisor with expertise in customer satisfaction and team development. As a COPC-certified professional and a Bachelor of Architecture graduate, contributions center on optimizing operational workflows, fostering collaboration, and implementing strategies to enhance customer experiences. Previous roles include managing emergency teams and leading operational efforts in dynamic BPO environments. By leveraging a passion for problem-solving and a commitment to team growth, the focus remains on creating inclusive and productive environments that align with organizational goals.

Experience

5 yrs 5 mos

Total Experience

1 yr 9 mos

Average Tenure

Current Experience

Eclerx

Operations Manager

Jun 2025 – Jan 2026 · 7 mos · Cairo, Egypt · On-site

Manage daily operations for telecom and sales accounts, ensuring NPS, AHT, QA, and sales targets are met.
Lead and coach team leaders and agents to drive performance and engagement.
Analyze data to identify gaps and execute performance improvement plans.
Coordinate with WFM, QA, and Training to align on scheduling, quality, and readiness.
Handle staffing forecasts, shrinkage control, and capacity planning.
Conduct regular business reviews with clients and internal stakeholders.
Ensure compliance with SLAs, policies, and labor laws.
Drive cost control, process efficiency, and client satisfaction.
Oversee onboarding, training, and employee development programs.
Manage high-level escalations and ensure resolution meets client expectations

Client RelationsBusiness DevelopmentOperations ManagementClient Satisfaction

Tabby

Operations Manager

Jul 2024 – Jun 2025 · 11 mos · Cairo, Egypt · Hybrid

Overseeing end-to-end operations for a leading fintech company, focusing on performance, efficiency, and customer satisfaction.
Lead cross-functional teams to streamline workflows and improve operational KPIs.
Drive root cause analysis and implement corrective actions for service improvement.
Collaborate with product, tech, and customer service teams to enhance the user experience.
Develop and deliver reports using Power BI and other tools to support data-driven decision-making.
Support strategic initiatives, including automation and scaling operations in alignment with business growth

Customer Service RepresentativesCall Center DevelopmentOperations ManagementCustomer Satisfaction

Concentrix

3 roles

Customer Service Team Lead

Promoted

Aug 2021 – Aug 2023 · 2 yrs · On-site

Led and motivated a team of customer service agents to achieve performance targets and deliver exceptional client experiences.
Monitored KPIs and provided regular coaching to improve productivity and quality.
Handled escalations and ensured customer satisfaction across UK-based accounts.
Supported onboarding and training of new team members.
Collaborated with operations and QA teams to meet SLAs and drive continuous improvement.

Customer Service Specialist ( SME )

Jun 2021 – Sep 2021 · 3 mos · On-site

Senior team leader

Aug 2020 – Jul 2024 · 3 yrs 11 mos · On-site

Led high-performing teams in a dynamic, fast-paced customer service environment supporting international clients.
Managed day-to-day operations, monitored KPIs, and implemented performance improvement plans.
Played a key role in launching the Hyper Care project, focusing on service recovery and client retention.
Coached and developed team leaders and agents, ensuring quality, compliance, and engagement.
Collaborated with cross-functional departments to streamline workflows and enhance customer experience.
Recognized for leadership, operational excellence, and delivering consistent results under pressure.

Customer SatisfactionTeam DevelopmentTeam LeadershipCustomer Service

Vois

Resolution Specialist

Jan 2015 – Feb 2017 · 2 yrs 1 mo · Cairo, Egypt

Started as a front-line specialist handling inbound calls for corporate and billing accounts, delivering accurate and timely support to UK-based customers.
Resolved technical, billing, and service issues with professionalism and efficiency.
Consistently exceeded quality and customer satisfaction targets.
Promoted to Resolution Manager, managing escalated complaints and ensuring end-to-end ownership of complex customer cases.
Led investigations and collaborated with internal departments to reach fair and timely resolutions.
Maintained high standards of empathy, communication, and issue resolution in line with company policies.
Contributed to service recovery and customer retention across key business accounts.