Hazem El Sayed

• Report department performance to the GM and support KPI tracking through structured reporting and
status updates.
• Report department performance to the GM and support KPI tracking through structured reporting and
status updates.
• Manage the GMs calendar, meetings, and priorities; plan agendas and coordinate logistics.
• Reporting the departments performance reports to the GM
• Act as the main point of contact for the GMs office; handle calls, emails, and visitors professionally.
• Prepare meeting materials, take minutes, and track action items to ensure timely completion.
• Coordinate with service providers and support cost-effective decisions within budget guidelines (requests,
approvals, and service coordination).
• Coordinate cross-functional follow-ups with department heads and stakeholders; escalate critical issues
when needed.
• Draft and format official correspondence, memos, and reports; ensure accuracy and confidentiality.
• Organize domestic/international travel arrangements, itineraries, and expense documentation.
• Maintain filing systems (digital & paper), contracts, and key documents; ensure easy retrieval and
compliance.
• Support executive projects by collecting data, creating summaries, and providing status updates to
leadership.
• Improve office processes and workflows; implement tools/templates to enhance productivity and reporting.
• Manage office supplies and service providers; coordinate requests and approvals within budget guidelines.

• Owned performance for 3 BPO vendors across 11 lines of business; monitored KPIs/quality scores and
drove improvement plans to achieve targets.
• Led weekly business reviews with vendors (scores, highlights/lowlights, challenges) and ensured
commitments were converted into tracked action plans.
• Leadership and Team Management: Supervise and mentor a team of 3 quality TLs, coordinators, analyst,
and officers, ensuring high performance and professional development. Conduct regular training sessions on
quality assurance protocols, reporting tools, and soft skills.
• Presented biweekly performance reviews to senior management and influenced decisions through clear
reporting and insights.
• Built and shared proposals to reduce workload and improve operational outcomes (automation,
documentation suggestions, deflection initiatives).
• Responsible for 3 BPO vendors with 11 LOBs and their quality scores, achieving targets, gauge scores,
calibrations, certifications, Collaborate with vendors to address gaps and implement improvements for
better performance. and collaborate with vendors to address gaps and implement improvements for better
performance.
• Negotiated alignment and resolved first-line disputes between Ops and vendor quality teams to ensure
smooth delivery and issue closure.
• Holding a weekly QA review with BPO vendors in which they present their scores, highlights, lowlights,
challenges, and their performance in general.
• Reporting to the in-house higher management all the concerned LOBs performance in biweekly basis in a
quality review meeting.
• Analyzes monitoring results per program and across sites.
• Resolve 1st line disputes from Ops and BPO quality teams.
• Assign workloads to the sites on Playvox across all Lines of business.
• Updating sites HC with alignment with the concerned stakeholders.
• Answer BPO inquiries and facilitate moving through a sustained workflow.
• Attends calibration sessions and assures that action plans based on them are implemented as designed.

Traveling: Charity trips events to El and other Egyptian governorates

• Monitor customer service to ensure quality.
• Train team members on communication and tools like Excel, Power-point and Google suite.
• Analyze performance data and suggest improvements.
• Help automate processes to make work easier.
• Cooperate with KCM for the purpose of enhancing the process on a regular basis.

• Check customer interactions for quality.
• Give feedback to improve team performance.
• Prepare reports on service quality.

• Help customers with questions and problems.
• Solve issues and escalate when needed.
• Keep records of customer interactions.

• Assist customers with orders and support.
• Collect feedback to improve services.

• Manage front desk tasks like check-ins and reservations.
• Help with administrative duties.