Menna Allah Ahmed Ali

Swvl

• Captain Experience LeadFull Time

  Oct 2020 - Apr 2021 -6 months

  Egypt , Cairo

  • Job Details:Responsible for solving any internal or external issues/reasons that affect the captains' experience eventually Make sure our captains get the best experience & service while working with us Creating new plans to reduce the unnecessary costs related to the captain departments Creating new satisfaction programs especially for our captains such as loyalty programs for appreciating their efforts with Swvl Checking the internal communication gaps that lead to misleading our captains with wrong information Checking the agents KPIs and performance on a daily, weekly, and monthly basis Following the progress of the outsourcing team KPIs and achievements Negotiating the contract terms with our outsource partners to achieve the needed KPIs Improving our systems used by the captains and the agents of the captains' department Aligning any changes taking part in the captain departments with the customer departments Representing my departments KPIs on weekly basis in each management meeting
• Quality Assurance & training team leaderFull Time

  Sep 2019 - Oct 2020 -1 yr, 1 month

  Egypt , Giza

  • Job Details:Quality Assurance : ● Settle KPI’s for all the teams ● Design and build a scalable QA framework ● Work with management to implement quality assurance standards ● Create procedures for recording and reporting quality data ● Create regular performance assessments for all employees ● Delivery of quality assurance information to key stakeholders in an effort to improve overall ● Analyze data to identify trends and areas for improvement ● Prepare reports to communicate outcomes of quality activities ● Provide feedback to Team leaders/Management and management in a timely manner ● Assessment of Agents’ DSAT ratings and initiatives for improvement. ● Responsible for continuously updating Knowledge-base through working closely with Team Leaders ● Devise communication channel for quality inquiries from agents ● Periodically enhance communication macros. ● Constantly suggest & drive product & process improvements ● Grading, calibrating and coaching agents Training: ● Create new employee Induction/on-boarding Training Program ● Build Training material for different segments of OPS Department ● Work closely with HR on yearly Employee Development Plan with budget requirements. ● Identify training needs and organize trainings to meet quality standards ● Manage QA team for coaching of agents ● Prepare and present reports on training program KPIs. ● Assess employees’ skills, talents, performance and productivity and prepare written evaluations with advice for improvement ● Identify areas of development in employees/processes and communicate to concerned parties
• Fleet Movement TeamFull Time

  Feb 2019 - Sep 2019 -7 months

  Egypt , Giza

  • Job Details:Handling Captains Deductions. Handling Backups Captain Bonuses. Taking care of Captains Fulfillment of all Cairo. Fix the timing issues with the Captains. Collecting and analyzing data to learn more about Captain’s Fulfillment . Maintaining updated knowledge of company products and services. Resolving complaints and preventing additional issues by improving processes. Creating routes and rides. Creating invoices and handle all the financial issues. Making daily, weekly and monthly reports. Handling overtime and weekends shifts if needed. Training new members and guiding them.
• Fleet Quality teamFull Time

  Aug 2018 - Feb 2019 -6 months

  Egypt , Giza

  • Job Details:Hold a quality shift Applying all deductions and bonuses policies Responsible for on-time quality during shift preparing and reviewing captain absence and captains behavior sheets Reporting drivers behavior to captain support, training and supply teams Reporting drivers deductions to captain support team Reporting Dashboard and captain app issue to the technical tea Prepare all required reports related to captains and riders Monitor all received tickets on all channels and take actions accordingly Monitor rides status and makes sure all rides will start on time Assign backup vans and handling their positioning around the city Building a strong relationship with captains and boost their loyalty to Swvl