Nael El-Ghobashy

Experience

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  Etisalat Misr

  Feb 2014 - Oct 2015

  Sales Executive and Assistant Branch Manager

  » Assisted in managing branch operations, driving sales, and ensuring customer satisfaction.» Conducted price and feature comparisons, increasing average purchase value by 15%.» Facilitated onboarding and training of new staff, enhancing overall performance.» Recognized twice as Sales Rep of the Month for outstanding performance.

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  Uber

  Apr 2016 - May 2022

  Rider Community Operations Team Leader at Uber (Middle East and Africa Region)Former Driver Community Operations Team Leader at Uber (Middle East and North Africa Region)Former Driver Community Operations Team Leader at Uber (Sub Saharan Africa Region)» Led and mentored a team of 20 customer service representatives, achieving KPIs related to customersatisfaction and response times.» Oversaw the team's operations, ensuring efficient service delivery, productivity improvement andcompliance with quality parameters.» Developed operational policies and process improvements, increasing efficiency by 30%.Implemented quality assurance systems, achieving 0% error rate and improving team effectiveness by20-30%.» Recognized with Team Leader of the Quarter and Above and Beyond Team Leader awards. Show less

  • Community Operations Team Leader

    Nov 2016 - May 2022

  • Community support executive

    Apr 2016 - Nov 2016
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  ValU

  May 2022 - now

  » Developed streamlined onboarding processes, increasing conversion rates by 3.5x and reducing SLA totwo days.» Managed performance and integration of 9 PSPs, leading to an 18% YoY increase in GMV.Led major projects, including El Gouna Partnership, Pre-paid Card launch, and Valu rebranding,successfully launching ahead of schedule.» Directed day-to-day operations management, ensuring compliance with company standards andcustomer satisfaction goals.» Enhanced partner experiences by understanding their needs and customizing projects, demonstratingempathy and problem-solving skills, resulting in a 40% reduction in merchant churn and a 25% increasein revenue.» Maintained comprehensive project documentation, provided regular status reports to stakeholders,conducted root cause analysis, and implemented process improvements to enhance service delivery. Show less » Managed and mentored a team of over 70 customer service representatives and 5 Team Leads,fostering a high-performance environment.» Supervised daily operations, including call handling, email support, live chat, and social mediainteractions, leading to cost reduction and process optimization by diverting 25% of call inflow to chatsupport.» Initiated the 'Sweet Talkers' team, enhancing the experience in customer service and increasingFacebook page engagement by 1.5x, while reducing paid ad costs.» Collaborated with cross-functional teams to maintain seamless customer experiences and resolverepetitive issues.» Implemented training programs to enhance team skills, and Fintech compliance with operationalpolicies, ensuring solutions-oriented service delivery and strong product knowledge.» Developed and implemented motivational reward programs for employees, boosting team morale andperformance. Show less

  • Program Manager

    Jun 2023 - now

  • Community Operations Manager (Customer Experience)

    May 2022 - May 2023