Khaled Emad Hamdy

Live Operations Specialist at The Food Lab Company

Sayeda Zeinab, Cairo, Egypt

The Food Lab Company

Apr 2024 - Present -1 yr, 3 months

Egypt , Cairo

Job Details:- Oversee day-to-day live operations for cloud kitchen branches across Cairo, ensuring efficient kitchen management and addressing chefs' needs. - Support couriers with last-mile delivery operations, troubleshooting issues to maintain service quality and efficiency. - Track couriers' performance and identify fraudulent activities, gathering data to assist management in filtering out underperforming couriers to maintain high delivery standards. - Collaborate with cross-functional teams, including call center, aggregator, marketing, and supply chain, dispatchers , cahiers to streamline operations and enhance overall performance. - Analyze operational data to identify trends and implement improvements, ensuring optimal service delivery.

Nafea Group ( JAC)

Dec 2022 - Apr 2024 -1 yr, 4 months

Egypt , Cairo

Job Details:-Successfully managed a team of customer service agents, ensuring the delivery of exceptional customer experiences and consistent achievement of performance targets. -Oversaw the customer service team responsible for maintenance and after-sales services, facilitating effective support for clients. -Conducted periodic performance evaluations and analysis of team metrics to identify areas for improvement. -Scheduled breaks and resolved operational challenges faced by team members to enhance overall productivity and morale. -Served as the Quality Controller for the call center team, monitoring calls to provide coaching and constructive feedback, and implementing corrective actions as necessary to boost performance. -Identified and addressed common errors, contributing to the team's ability to meet and exceed monthly performance goals.