Aug 2024 – Jan 2026 · 1 yr 5 mos

• Played a pivotal role in launching AUH1 Fulfillment Center, being part of HR team.
• Ambassador of BEN (Black Employees Network) Affinity Group @Amazon to the AUH1 Site.
• Ensure that employee documentation is complete and accurate.
• Act as a Subject Matter Expert for on site to handle people's issues, escalate as appropriate.
• Responsible for supporting managers through attendance tracking.
• Partner with payroll teams to ensure accurate and timely payroll inputs.
• Provide training and guidance on policies, processes, and systems to customers and team members.
• Create and distribute standard communications and HR reports.
• Perform necessary deep dives on issues.
• Lead process improvement initiatives.
• Develop suggestions for improvements to maximize value of resources.
• Perform project tasks as directed.
• Manage overall employee engagement programs.

Jun 2023 – Jul 2024 · 1 yr 1 mo

• Working closely with the UK Absence Management team to handle all the HR operations regarding AWAL (Absence Without Authorized Leave) process
• which includes;
• Communicate with employees regarding their needs for leave and/or modified work schedules.
• Ensure that employees are aware of their responsibilities and of any documentation and notice required to qualify for and to take leave.
• Handle the AWAL leave administration process from the employees initial notice of the need for leave to the return to work. This includes gathering and completing all required paperwork, determining leave eligibility, designating leave as AWAL-qualifying, requesting medical certification as needed, and accounting for intermittent and reduced schedule leave use.
• Maintain reasonable communication with employees on leave to facilitate smooth and timely return to work; relays communication between employees and their managers during leave within reason.
• Advise managers and employees on the interaction of leave laws with paid time off, workers compensation, and short-term and long-term disability benefits.
• Oversee the return-to-work process for employees returning from extended AMAL, workers compensation, or other leave(s).
• Facilitate other leave requests, which may include accommodation requests.
• Administer other company time-off programs as assigned in accordance with internal policy and applicable laws.
• Draft and/or recommend revisions to company leave policies to ensure compliance with federal, state, and local laws and regulations.
• Maintain complete and accurate records of leave and accommodation requests in accordance with specified legal requirements and documentation of best practices.
• Preserve confidentiality of employee medical documentation and files.
• Maintains knowledge of all applicable leave and accommodation laws including state and local laws.
• Perform other related duties as assigned.

Feb 2023 – Jun 2023 · 4 mos

• The MHLS team is comprised of HR Professionals supporting Amazon employees within MENA Region Egypt-Saudi Arabia-UAE-Kuwait-Bahrain-Jordan
• Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.
• Receive and resolve employees inquiries primarily via phone, chats, and emails from employee contact channels.
• Serve as the first point of contact for HR related inquiries, including but not limited to case intake, general policy questions, documentation, next steps and requirements to expedite the process.
• Resolve such inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved.
• Build customer trust through empathetic, personalized conversations by assessing and adjusting the case management plan to each employee’s changing needs.
• Respond to employees impacting issues that may arise during any events and ensure the right communication and documentation occurs, even when information is limited.
• Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze any requests.
• Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.

Sep 2022 – Jun 2023 · 9 mos

• Lead ERC Team of 5 Associates across MENA region on a shift basis.
• Assign and distribute tasks,cases and tickets.
• Support shift intraday operations and performance for the assigned associates.
• Provide training and guidance on policies, process, and systems to associates within the team.
• Manage process workflow within the team, review, and take actions on any associate exceptions.
• Facilitate stand ups and coach team through the workflow.
• Act as the first point of escalation for all POD support for the associates.
• Track and share resolution with other POD support, team and manager to mitigate repetitive issues.
• Collaborate with workflow management (WFM) to ensure employees are on the correct schedule/shift patterns and employees adhere to the planned schedule.
• Monitor and report on intraday performance to the plan.
• Perform deep dives on major exception in the performance to the plan.

Feb 2022 – Jan 2023 · 11 mos

• Handle MENA HR operations across
• (Egypt-Saudi Arabia-UAE-Bahrain-Kuwait-Jordan)
• Manage the work flow for MENA Employees Resource Center.
• Receive queries via phone, email or chat and log contacts into the shared service case management system.
• Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved.
• Take ownership of customer / employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus.
• Identify gaps in the supporting documentation and also areas where the level of customer service could be improved driving increased numbers of questions / queries being resolved at first contact.
• Carry out audits and checks on responses and cases raised as required to ensure a high degree of accuracy and ongoing service delivery.
• Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email, phone and chat / instant messaging.
• Be part of a team that actively seeks employees’ feedback to improve levels of service.
• Participation in the continuous improvement of HR processes.

Oct 2021 – Feb 2022 · 4 mos · Nadd Al Sheba, Dubai, United Arab Emirates

• Handling a portfolio of Multi Products (Insurance @Metlife-Credit CardsPersonal Loans).
• Design and implement effective marketing strategies to sell new insurance contracts or adjust existing ones.
• Contact potential clients and create rapport by networking, cold calling, using referrals etc.
• Appraise the wishes and demands of business or individual customers and sell the suitable protection plans.
• Collect information from clients on their risk profiles in order to offer them the proper solution.
• Prepare reports to shareholders on the success of your business endeavors.
• Retain continuous awareness of transactions, sales and terms and keep relative records.
• Check insurance claims to solidify trust and safeguard reputation.
• Frequently replenish job-specific knowledge and apply it on the field.
• Fulfill all company-established policy obligations.

Jan 2021 – Sep 2021 · 8 mos · Al Mafraq, Abu Dhabi, United Arab Emirates

• To welcome and greet all patients and visitors.
• Register new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information.
• To facilitate patient flow by notifying the provider of patients' arrival, being aware of delays, and communicating with patients and clinical staff.
• Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Protect patient confidentiality, making sure protected health information is secured.
• Examine patient information online and through reports to audit all types of claims.
• Ensured claims are processed in accordance with provider contracts,
• member benefits, authorization and regulatory requirements.
• Complete daily, weekly and monthly claims report to summarize findings regarding the number of errors, types of errors, reasons for errors and recommends corrective action.
• Responsible for evaluation of medical records and claims it patient to fraud, waste and abuse, with review of medical documentation ad claims to guarantee proper coding rules and procedures.
• Complete proactive record review using knowledge of medical procedures, insurance companies, policies, coding guidelines, etc.
• Prepare reports submissions to doctors management and concerned stuff

Sep 2020 – Jan 2021 · 4 mos · JAFZA 1, Dubai, United Arab Emirates

• “Dubai Customs” Business Unit
• Handle all the inbound inquiries regarding Dubai Customs’ regulations and policies.
• Facilitate the process of customs clearance and customs inspections.
• Handle the clearance process from issuing the customs declaration to leasing the goods.
• Facilitate resolution of supply chain disruptions related to Customs.
• Review and approve Customs invoices to ensure accurate application of fees and exemptions;
• Review Customs entry documents for imports and exports to ensure accurate declarations and communicate adjustments to Customs broker.
• Facilitate timely release of imported goods;
• Ensure timely close out of direct release customs files.
• Research and provide technical assistance in interpretation of laws/regulations, product description, harmonized tariff codes, country of origin and for the resolution of all import/export compliance issues for the region/country.
• Provide daily/weekly/monthly reports on all activities.

Nov 2019 – Aug 2020 · 9 mos · Dubai Outsource City, Dubai, United Arab Emirates

• Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates tariff fares and actively issue online tickets and sell related products.
• Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service.
• Highlight to customers the legal requirements covering their journey such as passport, visa & health requirements and other details such as check-in place and time.
• Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares.
• Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring Emirates success as a market leading airline.

Jan 2019 – Oct 2019 · 9 mos · Al Ruwais, Abu Dhabi, United Arab Emirates

• ADNOC Ruwais Hospital
• (Currently Al Dhannah Hospital by Burjeel)
• To welcome and greet all patients and visitors, in person or over the phone.
• Register new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information.
• To facilitate patient flow by notifying the provider of patients' arrival, being aware of delays, and communicating with patients and clinical staff.
• Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Protect patient confidentiality, making sure protected health information is secured.
• Examine patient information online and through reports to audit all types of claims.
• Ensured claims are processed in accordance with provider contracts, member benefits, authorization and regulatory requirements.
• Complete daily, weekly and monthly claims report to summarize findings regarding the number of errors, types of errors, reasons for errors and recommends corrective action.
• Responsible for evaluation of medical records and claims it patient to fraud, waste and abuse, with review of medical documentation ad claims to guarantee proper coding rules and procedures.
• Complete proactive record review using knowledge of medical procedures, insurance companies, policies, coding guidelines, etc.
• Prepare reports submissions to doctors management and concerned stuff.

Jan 2018 – Dec 2018 · 11 mos · Al Mushrif, Abu Dhabi, United Arab Emirates

• Sell du services and products according to customer needs and provide customers with requested information.
• Furnish / implement & enhance after selling services and keep proper database for customers.
• Handle all multi-skills function (i.e. cash -inventory).
• Ensure the quality of the services provided, Minimize and resolve customer problems.
• Implementing and maintaining the friendly expert attitude with all customers at all times.
• Meeting the walk-in customers.
• Approaching new customers and Achieve targeted sales numbers.
• Communicate effectively with other departments in order to provide the required customer service standards.

Jan 2016 – Dec 2017 · 1 yr 11 mos · Alexandria, Egypt

• Sell Vodafone services and products according to customer needs and provide customers with requested information.
• Furnish / implement & enhance after selling services and keep proper database for customers.
• Handle all multi-skills function (i.e. cash -inventory).
• Ensure the quality of the services provided, Minimize and resolve customer problems.
• Implementing and maintaining the friendly expert attitude with all customers
• at all times.
• Meeting the walk-in customers.
• Approaching new customers and Achieve targeted sales numbers.
• Communicate effectively with other departments in order to provide the required customer service standards.

Aug 2015 – Jan 2016 · 5 mos · Cairo, Egypt

• Managing direct contact with consumer leads, generate new and repeat sales.
• Conducting a marketing analysis, strategy and plan for Google's cloud solutions to lead the market as a great company for devices and services.
• Acting as an IT consultant between the client and Google to ensure an optimal level of service is provided at all times and continually seeking the opportunity to participate in client's strategic business planning processes.
• Conducting sales presentations and product demonstrations where applicable
• Recommend alternate products based on cost, availability or specifications.
• Manage time effectively, meet personal and company goals while working efficiently with other team members.
• Increase sales through cross-selling, up-selling and add-on sales while also offering promotional and seasonal sale items.
• Contact clients and consumers to ensure ongoing satisfaction and resolve any complaints in a timely manner.
• Remain current on product knowledge and consumer preferences through regular attendance of sales meetings and vendor trainings.
• Communicate and investigate any increases or decreases in product demand and stay abreast of competitors and market conditions.

Mar 2015 – Aug 2015 · 5 mos · Cairo, Egypt

• Working closely with SMB (Small & Medium Business) accounts to determine their present and future needs and proposing suitable products, services and upgrades in order to maintain and grow revenue.
• Conducting a marketing analysis, strategy and plan for Microsoft new cloud solutions (Microsoft Azure and Office 365) to lead the market as a great company for devices and services.
• Acting as an IT consultant between the client and Microsoft to ensure an optimal level of service is provided at all times and continually seeking the opportunity to participate in client's strategic business planning processes.
• Conducting sales presentations and product demonstrations where applicable.
• Conducting a massive IT consultancy to help the costumer to determine the best solution.
• Identifying and gaining new business through checking the licensing situation of my clients.
• Coordinating with Technical Support staff regarding technical issues to ensure client retention and continued business.
• Reporting pipeline activities, leads and opportunities’ status and maintaining assigned clients’ information.
• Building relationships with partners/vendors and identifying areas of mutual interest as a means of maintaining a business relationship.

Apr 2012 – Mar 2015 · 2 yrs 11 mos · Alexandria, Egypt

• Sell Etisalat services and products according to customer needs and provide customers with requested information.
• Furnish / implement & enhance after selling services and keep proper database for customers.
• Handle all multi-skills function (i.e cash - inventory).
• Ensure the quality of the services provided, Minimize and resolve customers' problems.
• Implementing and maintaining the friendly expert attitude with all customers at all times.
• Meeting the walk-in customers.
• Approaching new customers and Achieve targeted sales numbers.
• Communicate effectively with other departments in order to provide the required customer service standards.

Jul 2011 – Mar 2012 · 8 mos · Alexandria, Egypt

• Meeting clients to discuss their advertising needs.
• Working with account planners to devise a campaign that meets the client's brief and budget.
• Presenting campaign ideas and costings to clients.
• Briefing the creative team who will produce the adverts.
• Negotiating with clients, solving any problems and making sure deadlines are met.
• Checking and reporting on the campaign's progress.
• Keeping in contact with the client at all stages of the campaign.
• Managing the account's budget and invoicing the client. - Making 'pitches' to try to win new business.

Jul 2010 – Jun 2011 · 11 mos · Alexandria, Egypt

• Demonstrated product features and models to customers, ensuring a seamless shopping experience.
• Organized showroom displays and verified price tags for accuracy.
• Collaborated with technical support team to address customer issues promptly and effectively.
• Achieved high customer satisfaction ratings through excellent communication and problem-solving skills.

Aug 2009 – Jul 2010 · 11 mos · Alexandria, Egypt

• Sold a variety of insurance products including life, health, and casualty, while also maintaining records and seeking new clients.
• Prepared detailed reports on insurance policies and coverage options to assist clients in making informed decisions.
• Achieved a 20% increase in client base through effective networking and client retention strategies.

Jul 2008 – Jun 2009 · 11 mos · Alexandria, Egypt

• Formerly (Zagaros’ Pharmacy)
• Managed by 19011 Pharmacies
• Receive prescriptions from patients and verifiy that required information is on the form.
• Type prescription labels which include information such as patient name,
• clinician's name, name of medication, and dosage instructions; give to pharmacist to review.
• Receive and place incoming supplies on shelves, tagging and pricing each item according to directions.
• Rotate stock, moving older medication to the front of the shelf so it is used before expiration date.
• Compile daily statistics such as number of patients requesting prescriptions, new prescriptions received, and number of refill orders.
• Answer telephone calls, providing general information, and routing other calls to appropriate party.
• Assist Pharmacist with inventory by counting drugs and supplies.

Jun 2007 – Sep 2007 · 3 mos · Alexandria, Egypt

• Setting up marquees, arranging tables and assisting with the preparation of event spaces.
• Greeting guests as they arrive at the venue, directing guests to tables, providing menus and taking orders.
• Delivering food from the kitchen to guests at the table or to a self-service area.
• Assisting Chefs by washing vegetables, assembling sandwiches, sourcing ingredients from the stock room or plating up dishes.
• Keeping any bar and drink service areas fully stocked with beverages.
• Taking drinks/foods orders and serving it to guests at their table or throughout the venue.
• Wiping down tables and chairs, removing rubbish and clearing event spaces.