Djihane Malki

Results-driven Operations Coordinator with a Ph.D. in Economics & Business Management and 5+ years of experience streamlining daily operations, managing documentation, and coordinating cross-functional teams. Delivered measurable efficiency gains through rigorous SOPs, KPI monitoring, and process improvement initiatives. Proven ability to handle high-volume workflows, develop operational reports, and drive on-time delivery under pressure.

Operations & Customer Relations Coordinator - Senhadja Voyages - Algeria

(2025-08 - 2026-01)

• Handled 50+ monthly flight bookings and reservations via Amadeus GDS; coordinated daily schedules, itineraries, and supplier communication.
• Managed Umrah group registrations, achieving a 20% increase in client sign-ups over the contract period.
• Managed agency CRM system, maintaining accurate and up-to-date client records and booking histories.
• Prepared daily financial status updates, processed client invoices, and handled payment orders to the finance department.
• Submitted daily KPI-based performance reports, supporting management decision-making.
• Supervised intern onboarding and workflow for a 4-person unit, upholding service standards and deadlines.

E-Commerce Operations Coordinator - Tawabil Maghnia - Algeria

(2021-10 - 2025-05)

• Managed end-to-end daily operations — order processing, logistics, and after-sales support — processing 30+ orders/day over 3.5 years.
• Developed and enforced SOPs for workflow monitoring, reducing order-processing time by 20%.
• Produced KPI-aligned operational reports, enabling management to identify and resolve bottlenecks efficiently.
• Maintained accurate records of service timelines, customer invoices, and billing transactions, contributing to improved customer satisfaction and a 10% increase in client loyalty.

Digital Strategy & Project Coordinator - SUPER DESIGN - Algeria

(2020-10 - 2021-10)

• Coordinated 10+ concurrent client projects, managing briefs, timelines, and deliverables under tight deadlines.
• Streamlined client–team communication, reducing project revision cycles through improved briefing SOPs.

Ph.D. - Economics & Business Management - University of Ain Temouchent (2021 - 2025)

M.Sc. - Digital Economics - Oran Graduate School of Economics (2018 - 2020)