Hanan elshafey

writer

About

With over 2 years as Team Manager, I lead four dynamic teams in customer service operations, including Customer Relations Officers, Product Liability Specialists, Technical Support team, and a Social Media Team. Serving as the global focal point for social media operations across multiple languages, I ensure consistency, alignment, and exceptional service delivery. My role involves optimizing team performance through KPI management, strategic collaboration with stakeholders, and personalized development plans. Leveraging a strong foundation of over six years as a Social Media Specialist and previous technical support experience, I bring extensive expertise in data analysis, analytical skills, and social media operations to my current role. My commitment to fostering collaboration and achieving service excellence underscores my dedication to empowering teams and driving impactful results.

Country

Egypt

City

New Cairo

Industry

Outsourcing/Offshoring

Skill

Data Analysis, Analytical Skills, Social Media, Social Media Communications, Strategy, Corporate Communications, Internal Communications, Communication, Conflict Resolution, Conflict Management, Conflict Prevention, Business Planning, Investigation, Business Coaching, Coaching & Mentoring, Leadership Development, Time Management, Time Efficiency, Business Development, Staff Development

Experience

writer

- Freelance

2008-1 - Present · 18 yrs 9 mos

I was -and still- a writer. this is my "thing"

Team Manager – Customer Service Operations-Product Risk, Technical Support & Social Media

Foundever

2024-10 - 2026-3 · 1 yr 6 mos

Cairo, Egypt

As a team manager in the customer service industry, I lead four high-impact teams—Customer Relations Officers, Product Liability Specialists, Technical Support Engineers, and an amazing Social Media Team. I also serve as the global focal point for social media operations across all supported languages, ensuring alignment, consistency, and service excellence. Key Responsibilities: • Lead day-to-day operations, resolve escalations, and ensure performance across all teams through daily support and strategic collaboration with global stakeholders. • Manage KPIs, host weekly coaching sessions (SKEP), and tailor development plans aligned with individual career paths. • Oversee complex complaint resolution involving cases up to £2,500, driving customer satisfaction through strategic communication and sensitivity. • Conduct risk assessments and investigations in product liability cases, partnering with engineering to determine resolution paths. • Manage a tech team providing backend software/hardware support for A/V and mobile products. • Lead multilingual social media support across platforms (Facebook, Instagram, YouTube, TikTok, X, Amazon Q&A, forums), providing daily briefings, strategy updates, and quality controls. • Coordinate with HR, IT, Quality, Training, Facilities, and clients to maintain operational excellence. • Develop hiring strategies, onboarding protocols, and performance validation frameworks for social media operations. Key Achievements: • Exceeded SLA targets for all teams consistently, with buffer performance month-over-month. • Designed and implemented new hiring and validation processes for global social media teams. • Built real-time queue reporting and transparency systems now used by senior leadership.