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Freelancer Overview
Aya Elsayed Mansour Business Excellence & Customer Experience Manager ayamansour.1993 @gmail.com (+20) 1060795951 Mansoura, Egypt PROFESSIONAL SUMMARY Customer Experience & Operations Manager with 4+ years of experience leading high-volume call center operations within the healthcare sector. Proven ability to manage large teams, optimize performance, and enhance customer satisfaction through data-driven strategies. Skilled in KPI management, team development, process improvement, and cross-functional collaboration. Successfully led teams to achieve top-ranking customer service performance across KSA. WORK EXPERIENCE 02/2026 – Present United pharmacies - KSA, Business Excellence Manager Led cross-functional process improvement initiatives, increasing operational efficiency • by 25% Implemented performance optimization strategies using KPI analysis and reporting • Applied continuous improvement methodologies (Lean principles) to enhance workflow • efficiency Collaborated with leadership to align business goals with operational execution • Identified operational gaps and led corrective action plans, improving service • consistency and reducing process inefficiencies Developed and standardized SOPs and operational frameworks to enhance scalability, • governance, and team alignment Built performance dashboards and reporting systems to enable real-time monitoring and • strategic decision-making 01/2024 – 02/2026 United pharmacies-KSA, Call Center & Training teams Manager Managed an