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Engy A. — Mid-Level Branch Operations Manager from Egypt

Engy A.

Mid-Level Branch Operations Manager

Egypt 6+ years
Open to offersNew to Platform
Languages
EnglishArabicFrenchItalian
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About

Engy A. serves as a Deputy Branch Manager in Cairo, Egypt, leveraging her extensive experience in financial oversight and strategic planning to enhance branch performance and operational efficiency. With a robust background in data analysis and tools such as Power BI, SQL, and Excel, she crafts real-time dashboards that optimize decision-making and streamline processes. Engy excels at managing compliance and risk, conducting audits to uphold regulatory standards. Her tenure at CONTACT saw her orchestrate branch operations and act as an Interim Branch Manager, honing her skills in team leadership through effective staff training and conflict resolution. Previously, as an Assistant Branch Manager, she was instrumental in exceeding profitability targets while ensuring compliance. Her career began as a Customer Service Representative, where she developed escalation procedures and training programs that significantly elevated team capability. Engy's multilingual proficiency in Arabic, English, French, Italian, and Russian adds a unique dimension to her professional profile.

Experience

  • Deputy Branch Manager

    CONTACT · 2025 — Present
    Oversee daily operations of the branch, ensuring smooth workflow and step in as Interim Branch Manager during leadership absences. Create Power BI and Excel dashboards for real-time tracking of KPIs and branch performance. Initiate workflow enhancements and conduct staff training to improve efficiency and reduce errors. Conduct regular audits to maintain compliance with regulatory standards and internal protocols. Manage hiring, evaluations, payroll operations, and resolve conflicts while promoting a high-performance work culture.

  • Assistant Branch Manager

    CONTACT · 2022 — 2025
    Assist in the execution of branch strategies aimed at enhancing customer satisfaction and maximizing profitability. Ensure adherence to procedures with ongoing audits to safeguard business integrity. Analyze operational data to identify gaps and take corrective actions to boost productivity. Engage in recruiting, coaching, and retaining high-performing team members.

  • Customer Service Representative (Junior to Supervisor)

    CONTACT · 2016 — 2022
    Handle over 20 complex customer cases daily, focusing on improving retention and trust. Innovate escalation procedures leading to reduced resolution times and minimized customer frustration. Provide structured training programs to enhance team skills and performance. Work collaboratively with internal teams to address complex operational issues and contribute to effective service recovery. Train and onboard new team members, ensuring quicker ramp-up and enhanced team capabilities. Manage daily customer inquiries to guarantee timely and accurate resolution while developing strong product knowledge for better first-contact resolutions and mentoring of junior staff.

  • Admin Coordinator

    MARSEILLIA REAL ESTATE · 2015 — 2016
    Coordinate schedules and workflows for a team of over five employees. Provide budget recommendations to support cost-effective project completion. Negotiate vendor contracts and monitor their performance to ensure quality service delivery. Develop SWOT analyses and financial reports to facilitate management decision-making.