Marwa Hamdy

• MBA in Global Business and HR

  ESLSCA Business SchoolJan 2019 to Jan 2021 · 2 Years

• Licence of Al Alsun, Ain Shams in German Language

  Ain Shams University (ASU)Jan 2002 to Jan 2006 · 4 Years

• 2020: Operating Egypt Post in-house contact centre Operations:  On boarded 400 of the contact centre staff with 60% growth rate  Established a new call centre site in Maadi call centre park with 110 seats  Managed 2 call centre sites with 350 seats  Created Egypt Post Call Centre Operations Manual  Implementing Phone Banking Services • 2019: Contribute in writing a new quality improvement standard in Milvik (Bima) • 2016 – 2018: Built and operated One Global’s international in-house contact centre in 3 countries which are Egypt, Kuwait and Uganda to serve 15 countries around the world • 2013 – 2016: Built and operated e-finance in-house contact centre:  Hired and trained more than 250 of the contact centre staff  Managed operate of the 3 call centre sites  Formed the contact centre supporting functions teams (customer care, reporting, workforce, real time monitoring, training and quality teams)  Opened 6 new channels in e-finance contact centre as we started with the calls a