Executive Assistant to the Chief Customer Relations Officer (CCO) at Dorra Developments (2022-01 – Present)
Strategic right hand to the CCO across an 8-department Client Relations sector; scope extends well beyond traditional EA duties into program ownership, branding strategy, and cross-functional delivery.
- Manage C-level executive calendar, confidential communications, and high-priority travel logistics; coordinate board-level meetings and strategic initiatives.
- Serve as primary liaison between the C-suite and operational teams, aligning cross-functional staff around strategic priorities.
- Prepare executive-level reports, performance dashboards, and quarterly business reviews for the Managing Director and senior leadership.
- Direct end-to-end coordination of cross-departmental projects across HR, Marketing, IT, and Operations, managing timelines, deliverables, and stakeholder alignment.
- Design client feedback and follow-up systems that improved retention and satisfaction metrics.
- Redesigned executive administrative workflows, cutting administrative overhead by 30%.
- Led end-to-end delivery of the Dorra Mobile App from concept to market, coordinating IT, Product, and Operations teams on schedule.
- Designed the operational framework and SOPs behind the launch of 'Spaces by Dorra,' a new leasing sub-brand.
- Presented a corporate branding strategy to the Managing Director, securing executive approval and full budget allocation.
Head of Legal Translation Sector at Hazim Al-Madani Attorneys & Legal Consultants (2021-01 – 2022-12)
Oversaw legal translation operations across Egypt and Saudi Arabia branches, managing teams and ensuring full regulatory compliance across two jurisdictions.
- Maintained 99.8% accuracy on 500+ contracts and legal instruments processed annually, including POA forms, copyright documents, and government regulatory texts.
- Led translation and localization of Saudi government laws for digital publication, ensuring multi-jurisdictional compliance.
- Established standardized translation protocols and QA procedures, cutting document processing time 30% and raising regulatory approval rates 22%.
Customer Support Specialist – Freedom Mobile (Canadian Account) at Teleperformance Egypt (2017-01 – 2019-12)
- Managed escalated customer complaints via phone, email, and written correspondence, achieving a 92% first-contact resolution rate.
- Exceeded customer satisfaction targets by 8 percentage points with zero billing discrepancies or audit findings.
- Coordinated cross-functional promotional activities and retail operations during peak seasons and product launches.
International Advisor at Western Union Financial Services (2017-01 – 2017-12)
- Facilitated international money transfers and banking transactions under strict KYC/AML compliance protocols.
- Processed 50+ daily financial transactions with 99.9% accuracy across multiple currencies and jurisdictions.
- Detected, documented, and escalated potential fraud cases to the compliance team with detailed incident reporting.
Senior Customer Relations Specialist / Ombudsman Specialist at Vodafone UK – VIS (UK Account) (2014-01 – 2017-12)
- Managed escalated complaints across phone, email, and written channels; maintained a 90%+ satisfaction rating on resolution outcomes.
- Led the complaint escalation team as team lead, achieving a 95% first-contact resolution rate, 12% above target.
- Represented the Ombudsman's Office for top-tier complaints and director-level escalations with full documentation and audit trails.
- Drove a 20% improvement in customer retention through tailored service upgrades and retention solutions.
Sales Representative – Google Ads Campaign at Sightly Co. (2012-01 – 2014-12)
- Conducted outbound B2B sales to U.S.-based corporate clients, achieving a 35% conversion rate.
- Advised clients on Google Ads campaign optimization, improving average client ROI by 22% through data-driven recommendations.
