Data-Driven Remote Operations Leader and Clerk(clk)
Resume:
January **** – Present
MALEK ABOSAMRA
El Ajamy, Alexandria, Egypt 011********
*************@*****.*** *****.********@*******.*** linkedin.com/in/malek-abosamra PROFESSIONAL SUMMARY
Dynamic and results-driven Operations Manager and Team Leader with a proven track record in high-volume call center operations, outbound sales execution, and workforce management. Expert in driving business growth for competitive international markets (including the USA), optimizing revenue generation, and managing Gross Margin (GM) targets. Skilled in leveraging data analytics and advanced performance metrics to streamline campaign efficiency, lead cross-functional teams, and engineer high-converting sales environments.
CORE SKILLS
Executive Operations: Revenue Execution, Gross Margin (GM) Management, Profitability Optimization, Campaign Strategy
Sales & Business Growth: Outbound Cold Calling Campaigns, Lead Generation, Sales Conversion, Script Design
Workforce Management: KPI Tracking & Analysis, SLA Compliance, Resource Allocation, Agent Coaching & Development
Technical & Dialers: Call Center Dialers (e.g., CallTools), Data Management, Workforce Analytics, Cross-Functional Leadership
WORK EXPERIENCE
Operations Manager – Ironbound Solutions (USA-Based Campaigns) Financial & Revenue Accountability: Direct operational strategy for high-volume USA-based BPO campaigns, taking full ownership of revenue targets and Gross Margin (GM) optimization. Sales Strategy Execution: Spearhead targeted outbound cold calling and business development initiatives, continuously refining agent closing techniques to drive market share and maximize ROI. Campaign & Lead Management: Optimize daily dialer configurations (such as CallTools), list management, and lead penetration strategies to ensure high contact rates and minimal data burnout. Data-Driven Performance: Analyze daily, weekly, and monthly financial and operational reports, implementing corrective actions to maintain a lean, highly profitable cost-per-acquisition (CPA) structure. Workforce Alignment: Standardize performance benchmarks and design robust compensation, commission, and incentive programs aligned with profitability and conversion goals. Team Manager / Team Leader – Intelcia (Alexandria, Egypt) Managed and led a team of customer service agents supporting the Optimum account, consistently maintaining high service quality and SLA compliance.
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2018 – 2021
2017 – 2018
Graduated: 2022
Oversaw daily workforce management (WFM) activities, including attendance tracking, schedule adherence, and real-time operational adjustments.
Monitored and analyzed team performance metrics (KPIs), productivity, and quality assurance (QA) scores to drive continuous performance improvement.
Provided tailored coaching, constructive performance feedback, and structured development plans, successfully improving employee engagement and retention. Coordinated directly with operations and quality teams to resolve complex customer escalations and uphold rigorous brand service standards.
Ensured total team alignment and compliance with company policies, operational processes, and customer experience guidelines.
Recognized in official employment tenure letter for exceptional performance, outstanding interpersonal skills, and diligent leadership.
Warehouse Manager – Al-Fahd Paper Industries (Alexandria, Egypt) Directed comprehensive warehouse operations, storage logistics, and strict inventory control management. Monitored daily workflows and productivity to meet operational KPIs and maintain absolute stock accuracy. Coordinated logistics and communication between departments to enhance supply chain efficiency and reduce bottlenecks.
Supervisor (Sales & E-Marketing) – El Malwany Home Decor (Alexandria, Egypt) Supervised day-to-day sales floor operations and digital marketing initiatives. Coordinated target-driven marketing strategies and online promotional campaigns to expand brand reach. Managed and motivated team performance to consistently achieve and exceed monthly sales targets. EDUCATION
Bachelor of Commerce – Logistics Department
Alexandria University
CERTIFICATIONS & LANGUAGES
Professional
Certifications: Google Fundamentals of Digital Marketing Cisco CCNA CompTIA A+, Server+, Network+ Microsoft MCSA System Administration: IT System Admin Languages: English (C1 - Advanced Proficiency) Arabic (Native Speaker)
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