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Mina Aziz, Operations Team Leader

Mina Aziz

Operations Team Leader·Concentrix

Egypt

Bachelor's degree, accounting

Work experience

Total years of experience: 5 years, 7 months

Operations Team Leader

March 2025 - Present

Concentrix

Giza, Egypt

March 2025 - Present

• Lead and motivate a team of operations professionals to exceed performance
targets.
• Conduct performance monitoring, provide coaching, and handle escalations to
ensure high-quality service.
• Manage team schedules and adherence to maintain optimal operational
efficiency.
• Analyze performance data and present reports to management, identifying areas
for process improvement.
• Act as a liaison between the team and senior management, communicating key
updates and strategies.
• Drive sales and a customer-centric approach to achieve both revenue and
customer satisfaction goals.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Senior Operations Officer

February 2023 - March 2025

Concentrix

Giza, Egypt

February 2023 - March 2025

• Resolved customer inquiries for a US-based client, focusing on bill collection,
balance dues, and payment orders.
• Negotiated and set up suitable annual plans for customers.
• Developed and implemented customer retention strategies.
• Contributed to operational efficiency by addressing customer issues and
ensuring accurate account information.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Universal Operations Officer

January 2021 - June 2022

Al Ahli Bank of Kuwait

Giza, Egypt

January 2021 - June 2022

• Managed a wide range of banking operations, including business, personal,
home, and auto loans.
• Processed incoming and outgoing transfers and handled documentation for
Letters of Credit (LCs) and Letters of Guarantee (LGs).
• Managed and reconciled daily cash drawers, handled foreign currency
exchanges, and processed checks.
• Provided detailed, accurate, and professional answers to all customer inquiries.

Company industry:
Banking
Job role:
Banking

Customer Back Office Operations

March 2020 - September 2020

Commercial International Bank

Giza, Egypt

March 2020 - September 2020

• Managed and resolved tickets related to customer calls, focusing on immediate
action items such as refunds, chargebacks, and disputes.
• Ensured timely and accurate processing of customer requests to maintain high
service standards.

Company industry:
Banking

Marketing Manager

January 2020 - March 2020

MSA University

Giza, Egypt

January 2020 - March 2020

• Led a team of marketers in the development and execution of major university
campaigns.
• Organized and delivered lectures to new students to promote university
programs and culture.
• Successfully attracted new applicants by implementing effective marketing
strategies.

Company industry:
Primary, Prep, & Secondary School
Job role:
Marketing and PR

Education

Modern University for Science and Arts

October 2019

October 2019

Bachelor's degree, accounting

Egypt

Greenwich University

October 2019

October 2019

Bachelor's degree, arts

United Kingdom

Skills

BANKING
Expert
BANKING
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
LEADERSHIP
Expert
LEADERSHIP
Expert
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
ORGANIZATIONAL AWARENESS
Intermediate
ORGANIZATIONAL AWARENESS
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
RESOURCE MANAGEMENT
Intermediate
RESOURCE MANAGEMENT
Intermediate
SALES
Intermediate
SALES
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM LEADERSHIP
Intermediate
Project Management
Expert
Project Management
Expert
Marketing
Expert
Marketing
Expert
Administration
Expert
Administration
Expert
Microsoft Office
Intermediate
Microsoft Office
Intermediate
Operation
Expert
Operation
Expert

Languages

English

Expert

Arabic

Native Speaker

Spanish

Beginner

Hobbies and interests

perfumer

making my own perfumes