Mona Alsharief

Results-driven Operations Manager and UGC/PR Lead with 12+ years of experience spanning operations management, customer experience, social media, public relations, training, e-commerce, and process improvement. Proven ability to lead cross-functional workflows, build KPI-driven operating rhythms, optimize customer-facing processes, and develop localized UGC content — writing scripts and appearing on camera — to strengthen brand positioning across Saudi and MENA markets. Combines operational discipline with creative execution, stakeholder communication, quality assurance, and data-informed performance management.

Operations Manager, UGC Lead & PR Manager at SERA SAUDI (2024-01 – Present)

• Lead end-to-end business operations for a team of 8+, implementing cross-functional workflows and QA protocols that improved execution consistency by 35%.
• Own UGC strategy, script development, and on-camera content creation; produce and appear in short-form videos tailored to Saudi market trends, achieving 40%+ average engagement uplift per campaign.
• Manage PR communications and 10+ corporate partnerships, driving brand positioning and stakeholder outreach initiatives across MENA markets.
• Define and track 15+ KPIs across operations and campaigns, delivering a measurable 25% improvement in campaign ROI.

Freelance Operations Manager, UGC Creator & PR Specialist at ZAFAF COMPANY | RAWAQ COMPANY (2025-01 – Present)

Concurrent with primary role at SERA SAUDI

• Provide operational oversight for social media campaigns, client response protocols, and remote project workflows for two Saudi-focused brands simultaneously.
• Write scripts, direct, and appear on-camera in UGC assets including Reels and Shorts, driving measurable increases in engagement and conversion.
• Execute digital PR, media communications, and brand reputation activities for Saudi-focused audiences.

Operations Manager, UGC & PR Specialist at CVKSA (2021-01 – 2024-12)

• Directed full operations across 3 departments — Customer Service, CV Writing, and Review — overseeing task distribution, workflow planning, and cross-team accountability for a department of 12+ staff.
• Managed payroll processing, incentive structures, and discount policies, ensuring accurate and timely execution across all departments.
• Coordinated the CEO's calendar, facilitated executive meetings, and organized internal training courses with full attendance tracking and scheduling.
• Produced and maintained a comprehensive reporting cadence: daily, weekly, quarterly, semi-annual, and annual performance reports to support data-driven decision-making at the leadership level.
• Produced 50+ localized promotional UGC and video assets for Saudi audience segments, coordinating delivery across multiple channels.

Customer Service Manager & Waybill Specialist at ALKON COMPANY (2020-01 – 2021-12)

• Led customer service operations across 3 departments and developed instructional guidelines that improved process consistency by 25%.
• Validated commercial waybills and logistics documentation with a 99% accuracy rate, significantly reducing processing errors.

Founder & Operations Lead at EVE'S BOUTIQUE (2018-01 – 2020-12)

• Managed daily retail and e-commerce operations, achieving a 45% revenue increase within the first 6 months of launch.
• Coordinated end-to-end customer experience, order fulfillment, and commercial execution, scaling the boutique to 500+ active customers.

Customer Service Team Leader & Complaints Lead at ALNAWRAS SHIPPING COMPANY (2017-01 – 2018-12)

• Supervised customer service workflows for a team of 10 and established a centralized complaints division with standardized resolution procedures, reducing average resolution time by 30%.

Human Resources & Training Coordinator at IRT DEPARTMENT, UBER (2016-01 – 2017-12)

• Delivered training and instructional materials to 100+ employees covering corporate compliance and standard operating procedures.

Subject Matter Expert (SME) & Instructional Lead at OSN (2014-01 – 2016-12)

• Developed 20+ specialized training workshops and educational guidelines, strengthening technical competencies and knowledge transfer across departments.

Master's Degree – CAIRO UNIVERSITY (2019-01)

Bachelor's Degree in Law – CAIRO UNIVERSITY (2012-01)