Hany Amin

In this new chapter, I’ll be working closely with all departments to: ✅ Monitor and enhance operational efficiency ✅ Ensure strategic targets are met across the organization ✅ Conduct audits and performance reviews ✅ Drive continuous improvement and development initiatives

Founded and led the Online English Department, building its structure, systems, and strategy from the ground up to meet the growing demand for digital learning across Egypt and the Gulf. ✅ Developed and executed the full strategic vision for the online department, including growth, quality, pricing, and positioning. ✅ Increased retention sales from 15% to 50% through service enhancement, structured onboarding, and consistent follow-up. ✅ Deployed Zoho CRM to manage the online student journey, integrated with WhatsApp API and internal systems for seamless tracking and communication. ✅ Customized and optimized Zoom to better fit educational delivery, including breakout room automation, attendance tracking, and feedback collection. ✅ Led the launch and integration of other sub-departments: Sales, Academic, Customer Support, Quality Assurance, and Technical Support. ✅ Improved overall customer experience and service level, enabling a strategic price increase for course offerings. ✅ Built a data-driven feedback loop between marketing, operations, and academic teams to align product delivery with student needs. 🎯 Strategic Vision Highlights: Positioned online courses as a high-quality, scalable learning solution for GCC and Egyptian markets Shifted from product-push to student-centric models, focusing on retention, onboarding, and personalized support Implemented cross-functional coordination frameworks to reduce friction between departments Enhanced educational experience through edtech integration and operational analytics 📊 Key Results & Monitoring Tools: CRM Reporting Dashboards for lead and student tracking Retention KPIs and automated follow-up reports Weekly Zoom analytics to track engagement and class quality Customer satisfaction surveys and complaint analytics Operational Efficiency Scorecards (conversion, cost-per-lead, NPS)

Directed core operational functions across multiple departments, ensuring seamless integration, efficiency, and performance optimization in Egypt. ✅ Oversaw daily operations for: • Branch Management (expanded from 3 to 11 branches) • Call Center, Sales, and Complaints • Academic Scheduling & Quality Control • IT Infrastructure & Technical Support • Purchasing & Maintenance Operations • Internal Finance & Treasury ✅ Opened and launched new branches from the ground up, including recruitment, onboarding, and training of branch managers and support teams. ✅ Structured and standardized branch operations with unified policies, KPIs, and performance review processes. ✅ Boosted retention sales from 25% to 60% by refining follow-up protocols and enhancing coordination between call center and academic departments. ✅ Developed comprehensive SOPs for interdepartmental collaboration, improving responsiveness and accountability across teams. ✅ Implemented data-driven operations dashboards, monitoring key metrics and performance trends in real-time. ✅ Introduced weekly and monthly reporting cycles, linking branch-level performance to executive decision-making. 📊 Measurement & Monitoring Tools Applied: Branch Profitability & Revenue Tracking Staff Productivity Dashboards Complaint Resolution Time & Rate Operational Cost vs. Output Efficiency Course Capacity Utilization Reports Branch-wise Performance Comparisons Net Promoter Score (NPS) & Service SLAs

Led the Customer Service Department, encompassing Sales, Complaints, and Inquiries, while building the operational structure from scratch. ✅ Launched a unified call center system with a dedicated short number, streamlining customer communication and accessibility. ✅ Recruited and trained two specialized teams: a Sales Team and a Support Team (complaints & inquiries), implementing professional performance standards. ✅ Introduced a CRM system for the first time, significantly improving follow-up, conversion efficiency, and internal coordination. ✅ Boosted customer conversion from phone inquiries to branch visits from 12% to 40% within 3 months. ✅ Developed a follow-up system for interested prospects, resulting in increased sales through better lead nurturing. 📊 Applied Professional KPIs to Monitor & Enhance Performance: FCR (First Call Resolution): Tracking resolution on first contact AHT (Average Handle Time): Monitoring call efficiency CSAT: Customer satisfaction post-interaction Conversion Rate: Measuring call-to-sale success Call Abandonment Rate: Reducing unanswered calls Quality Score & Service Level: Ensuring agent responsiveness and service quality 📈 Delivered regular analytical reports that guided marketing strategies, improved conversion rates, and enabled weekly performance monitoring and operational enhancements.

Oversaw and optimized course scheduling operations to ensure maximum efficiency, teacher satisfaction, and alignment with student demand. ✅ Successfully restructured and standardized schedules across all branches, introducing a year-round planning calendar that significantly increased student intake capacity. ✅ Implemented smart Deals & time-slot adjustments based on student behavior and teacher availability, which reduced schedule conflicts and improved retention. ✅ Coordinated between academic, sales, and operations departments to build schedules aligned with actual market needs and available resources. ✅ Developed analytical reports to identify high-demand time slots, supporting both marketing campaigns and sales targeting efforts. ✅ Led negotiation and agreement efforts with teaching staff to improve work satisfaction and reduce attrition. 🧠 Introduced Workforce Management Best Practices: Forecasting Demand: Predicted course and student load based on historical data Staffing Optimization: Matched instructor availability with projected student flow Efficient Scheduling: Balanced load across branches, minimizing idle time Flexible Real-Time Adjustments: Reacted quickly to last-minute changes or no-shows Cross-functional Support: Provided scheduling insights to operations and marketing for strategic alignment 📊 Key Achievements & KPIs: Reduced scheduling waste and idle resources by applying WFM methodologies Decreased variance between forecasted vs. actual demand from 25% to under 5% in 6 months Improved staff adherence to schedules from 72% to 95% with real-time monitoring Cut student waiting time and empty classroom slots by 30% Built weekly analytical dashboards that supported decision-making in student intake and promotions

responsible for the overall management and performance of your assigned branch. This includes overseeing daily operations, managing staff, and ensuring the delivery of exceptional English language courses. Responsibilities: Branch Operations: Oversee day-to-day operations of the English language course branch, ensuring smooth and efficient service delivery. Manage course scheduling, resource allocation, and classroom logistics. Team Leadership: Lead, mentor, and develop a team of language instructors and administrative staff. Conduct regular training sessions to enhance team skills and maintain a positive work environment. Customer Relations: Build and maintain strong relationships with students and parents. Address and resolve escalated customer inquiries and concerns. Financial Management: Work closely with the finance department to manage budgets and financial performance for the branch. Monitor revenue, expenses, and profitability. Quality Assurance: Implement and uphold quality assurance measures to ensure the highest standard of English language education.

About Jumia Jumia is a leading e-commerce platform in Egypt, committed to providing customers with a seamless and convenient online shopping experience Overview responsible for overseeing and managing key projects within our organization. collaborate with cross-functional teams to ensure the successful planning, execution, and delivery of projects in line with organizational goals and objectives. Project Planning: Develop comprehensive project plans outlining timelines, milestones, and resource allocation. Collaborate with stakeholders to define project scope, goals, and deliverables. Team Leadership: Lead and motivate cross-functional teams to achieve project objectives. Foster a collaborative and results-driven team culture. Risk Management: Identify potential risks and proactively implement mitigation strategies. Monitor project progress and address any issues that may arise. Communication: Facilitate clear and concise communication between project teams, stakeholders, and management. Provide regular project updates and reports. Quality Assurance: Ensure the delivery of high-quality projects that meet or exceed customer expectations. Conduct thorough project evaluations and implement process improvements

Spearheaded the market launch and full operational setup of “Camp for English,” building the brand presence and service model from the ground up. Developed the operational structure, workflow systems, and internal policies to support long-term scalability. Led recruitment, onboarding, and training for academic and administrative teams. Managed scheduling, classroom logistics, and resource allocation to ensure high-quality learning delivery. Established internal quality control measures and performance evaluation metrics. Coordinated with marketing and sales to position the brand in a competitive language education market. Key Achievements: ✅ Successfully launched the institution with operational readiness in less than 3 months. ✅ Built internal departments (Academic – Operations – Support) from scratch. ✅ Achieved initial enrollment and market traction within the first quarter through effective service delivery and positioning.

Oversaw the full spectrum of operations for English language training programs, ensuring effective collaboration across academic, administrative, and customer-facing teams. Developed and executed strategic operational plans aligned with the company’s educational and business goals. Led resource management efforts, optimizing instructor allocation, classroom usage, and learning materials distribution across locations. Implemented quality assurance systems, setting performance benchmarks and initiating regular reviews to maintain high educational standards. Directed the restructuring of operational workflows, reducing inefficiencies and supporting scalability across new branches. Mentored and led a cross-functional team, fostering a culture of accountability and continuous improvement. Supported strategic decision-making through data analysis and reporting, offering insights on capacity, student trends, and instructor performance.

🎯 Key Responsibilities & Achievements: Managed daily operations of the English language training center, ensuring consistent delivery of high-quality educational services. Supervised course scheduling, instructor assignments, and classroom logistics to maximize resource utilization and meet student needs. Led, trained, and supported a team of instructors and administrative staff, promoting a positive and productive work environment. Built and maintained strong relationships with students and parents, handling escalated inquiries and concerns to ensure satisfaction. Collaborated with the finance department to manage the branch’s budget, revenue tracking, and expense control. Applied quality control measures to align the branch with company-wide standards in academic and operational performance.

Handling all customer's inquiries regarding billing Reviewing the customer's bill and providing needed explanation Conduct on - spot deals as a promise to pay for customers ' outstanding amounts . Managed team of newcomers from 20 employees , overseeing hiring , training , and created all needed access

High value Team support High value postpaid Customers

Deal with law and medium customer help them to solve their problems provide them with all inquiry

Provide our entire customer with all information and inquiry. solve all their problems  Ensure proper floor flow Handle all escalated complains, Instant customer dissatisfaction handling Vodafone culture properly communicated & put into action Operation Achieve monthly revenue targets