ByteDance 1. Coordinated across regions and stakeholders to ensure the implementation of a quality framework based on business types and facts. 2. Developed and executed a comprehensive quality strategy, utilizing scalable processes, tools, and systems to monitor performance against objectives effectively. 3. Addressed quality issues by conducting root cause analyses, recommending insights, and collaborating with the operations team to enhance quality performance. 4. Researched and analyzed customer expectations and needs to drive satisfaction levels. 5. Identified and created personalized and group training programs tailored to diverse needs. 6. Communicated updates and developments effectively with team members, trainers, and management. 7. Generated statistical reports and insights on quality performance. 8. Calibrated and certified internal and outsourced trainers and subject matter experts. 9. Managed initial SOP setup, local language translation, and system and process testing to ensure launch readiness for business expansion into new countries. 10. Enhanced product knowledge and customer service skills by developing and promoting ongoing training and development programs. 11. Developed courses to support both classroom and alternative training methods. 12. Provided constructive feedback on existing courses to facilitate training improvements. 13. Prepared training manuals, managed assessments and role-playing exercises, and completed daily reports on training experiences. 14. Collaborated with QA to ensure consistency in technical specifications and processes. 15. Participated in regular calibration meetings with QA and operations to maintain alignment on project-related issues.

1. Coordinating across regions and stakeholders will ensure a quality framework is in place based on the business types/facts to measure the process health of customer service. 2. Drive root cause analysis to identify defects or gaps in the service operations, service process, service SOPs, and tools, as well as in the QA process, QA operations, and QA tools. 3. To improve operational excellence, create BRDs, conduct UATs, and launch QA products/programs for the Service and Moderation Team (SMT). 4. Manage all QA-related projects, including developing QA tools and framework; launch the project following agreed timelines, train the regional teams to use it, and make sure it is fully utilized by operational teams; 5. Work with the product team to launch the QA automation project for all languages for all incoming volumes. 6. Drive operations to reach the QA goals set by the global team, supporting them to reduce fatal errors, improve auditing quality, and enhance coaching compliance; 7. Analyze and maintain all core metrics for service SLA requirements; dispute and implement improvement plans as needed; 8. Implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and resolution rate; 9. Implement clear overall quality strategies with scalable processes, tools, and systems that allow efficient monitoring of performance versus target; 10. Support analysis of agents' performance monitoring in each region's market. Analysis of global QA best practices, implement critical programs and initiatives to drive improvement of QA scores and other key metrics such as CSAT; 11. Manage and review each function report and come up with solutions; 12. Reviewing of bad cases, arbitration, and top-quality drivers impacting key metrics; 13. Support new market launches (pre/post-launch) for QA tool readiness and train- the-trainer (TTT) sessions for new markets' QAs and support team." 14. Manage the quality assurance delivery of Customer Service vendors.

Country: China | Name of unit or department: Global E-Commerce- Governance and Experience- Creator and Content Governance 1. Led the E-Commerce Content and User Perception Risk Survey Analysis function, improving machine learning mechanism quality and human labeling leakage for several months. 2. Managed and trained junior and senior newcomers in-house and BPO on quality analysis, moderation, labeling, quality SOPs, and PBRs. 3. Conducted in-house onboarding training for BPO mods and quality analysts on quality inspection while delegating tasks to XFN team members. 4. Successfully launched and managed new international markets, including SEA, UK, and US. 5. Improved moderation audit SOPs and regulations to ensure high-quality moderation. 6. Demonstrated leadership skills through coaching internal and external team members to achieve their goals and develop necessary skills to improve performance. 7. Utilized excellent communication skills to coordinate with internal and external collaborators to ensure high-quality written content delivery.

TikTok (Bytedance) | Country: China | Name of unit or department: Trust and safety (TnS)- OPS-AI Data Service and Operations 1. Aligned People strategy with business strategy by working with Hiring Managers and stakeholders to ensure smooth operations, HC planning, and fulfillment. 2. Screened and qualified candidates for second interview rounds by sourcing applicants and assessing their skill level and cultural fit. 3. Mentored and trained EMEA& SEA region newcomers in the Search Ops team, helping team members improve their skills and facilitating their rapid integration. 4. Conducted cultural-sharing activities to promote team cohesion and collaboration. 5. Ensured stable and efficient project delivery, identifying team goals, evaluating team progress, and implementing administrative SOPs with Zero tolerance. 6. Completed weekly and bi-monthly assessments of search quality per evaluation standard documents, judged user search needs through queries and tools, sorted out the classification of requirements, and provided accurate feedback. 7. Improved the quality of labeling data for NLP/Model core modules, supported the optimization of TT search NLP models, and localized labeling guidelines. 8. Optimized onboarding training materials and provide training and instruction for new onboarding team leads and newcomers in the Search Operation team. 9. Conducted calibration meetings with the BPO team in the appeal process, analyzed different cases, recorded and evaluated their performance, and conducted monthly QA video nDCG cross-spot checks between the search ops team members. 10. Provided newcomers with a reliable, motivated point of contact for their basic questions regarding company, culture, people, work, and fun via the Global Buddy Program. 11. Identified search system flaws, evaluated search strategy, and provided reasonable suggestions for search strategy optimization. 12. Managed evaluation projects, including SBS and NDCG, and evaluated Arabic tasks. 13. Supported recruitment and interview projects overseas and provided mentoring sessions for new colleagues in the EMEA region.

TikTok (Bytedance) | Country: China | Name of unit or department: Trust and safety (TnS)- OPS-AI Data Service and Operations 1. Acted as a Quality Assurance Analyst and trainer at TikTok, monitoring the content quality of international Livestream & Short videos to ensure community ecological security via sampling QA tasks. 2. Conducted root cause data analysis and summary to stakeholders and worked closely with local and global Operations and Safety teams to track policy-related questions, issues, and solutions. 3. Enhanced moderation policy and community safety continuously, participated in developing quality inspection standards, and constantly optimized the process and system platform. 4. Helped build scalable and effective labeling processes, produced structured feedback, support, and supervision, and acted as a trusted point of contact for external stakeholders. 5. Trained Malaysia Kualalumpor onsite for Vigo and TikTok's new project "CMS2.0_Official Queues" and provided other platform and Onboarding training for Newcomers. 6. Improved the quality of labeling data for NLP/Model core modules, provided accurate and comprehensive feedback, and supported Arabic and Turkish NLP (NDCG/Intent/Correction/Paraphrasing/search) projects. 7. Managed and delegated tasks to newcomers, assessed the current search results on TikTok, identified search system flaws, provided accurate feedback for search strategy evaluation, and made reasonable suggestions for search strategy optimization. 8. Managed evaluation projects, including SBS and NDCG, evaluated Arabic tasks, supported recruitment and interview projects overseas, and provided mentoring sessions for new colleagues in the EMEA region. 9. Took a role in the Global Buddy Program (Leader& buddy role) by providing newcomers with a reliable, motivated point of contact for their basic Questions regarding the company, culture, people, work, and fun.

City: Cairo | Country: Egypt 1. Conducted market research, translated market reports, and recommended marketing campaigns and initiatives. 2. Researched, interviewed, and wrote news articles; produced and edited video content; and managed social media accounts to promote Xinhua News Agency's brand and reputation. 3. Collaborated with team members to develop content strategies, conducted live interviews, and participated in the recording of documentary films. 4. Assisted in planning and executing events, conferences, and other promotional activities, managing relationships with stakeholders and media partners. 5. Mentored and trained junior staff members, providing guidance and support to help them improve their skills. 6. Developed and maintained a network of contacts in the industry, staying up-to-date with the latest trends in journalism and marketing.

Products Operations Manager Fuzhou ONEMT City: Cairo | Country: Egypt 1. Conducted market research and SWOT analysis to optimize product versions and improve user engagement. 2. Coordinated with R&D teams to carry out effective content classification and 3. Facilitated communication with MCN agencies and individual influencers to promote the app and expand its user base. 4. Researched, wrote, and edited articles in Arabic and English, translating oral and written assignments to support business development. 5. Created engaging online content inside the app and initiated and led short-term projects to drive app success. 6. Trained Chinese staff on the Middle East's marketing strategies and taught Arabic classes to senior leadership in Egypt and China. 7. Translated the most sensitive PR, government, and internal Sino-Arab meetings and translated the executive level documents. 8. Collaborated with cross-functional teams to develop and implement user acquisition, retention, and engagement strategies. 9. Communicated effectively with stakeholders at all levels, regularly updating project status and ensuring alignment with business goals.

promoted to head of "Hayaa" operations and translation team OneMena International City: Cairo | Country: Egypt 1. Partnered with the Beijing team to lead long and short-term planning for upcoming events, content, and initiatives in the Egyptian market, contributing to the app's success. 2. Managed Hayaa app creator recruitment, operations, payroll, and delegated tasks to a team, optimizing operations and improving efficiency. 3. Coached the Hayaa team to develop necessary skills and improve performance by identifying strengths and weaknesses through one-on-one meetings. 4. Led the integration of multi-channel network (MCN) operations, including recruitment, and acted as HRBP, delegating tasks to a newly created team. 5. Localized branding materials to fit the MENA region, creating a localization and translation team and coordinating with collaborators to ensure high-quality written content delivery. 6. Created and managed social media accounts, increasing traffic and app downloads, and created copy and microcopy for advertisements and marketing materials. 7. Sponsored events for Egyptian women's organizations and reached cooperation agreements with government agencies, improving the app's reputation and reach. 8. Organized marketing events at schools and universities, increasing user engagement and brand awareness. 9. Managed user feedback and growth, improving E-commerce sales and operational stability. 10. Coordinated with product teams to review new app versions, apply featured updates, and track system bugs, ensuring app stability and user satisfaction. 11. Oversaw video influencer community building and content operation, communicating with influencers and collecting feedback to improve the app's features and content. 12. Analyzed influencer suggestions and opinions, providing HQ feedback and contributing to the app's continuous improvement.

Country: Sudan 1. Successfully led the company to profitability, implementing effective cost-cutting measures and revenue-generating strategies. 2. Developed and maintained business affiliations, cultivating partnerships to expand the company's reach and revenue streams. 3. Led the development of internal and external systems and SOPs for all departments, improving operational efficiency and productivity. 4. Acted as the company's business developer, identifying new markets and revenue opportunities and negotiating deals to drive growth. 5. Managed and led the team, providing mentorship and guidance to support their professional development and career growth. 6. Conducted market research and analyzed industry trends, providing insights and recommendations to support business growth. 7. Collaborated with cross-functional teams to drive product development and innovation, improving customer satisfaction and retention. 8. Managed budgets and allocated resources effectively, optimizing ROI and minimizing costs. 9. Utilized strong communication and negotiation skills to build and maintain relationships with clients and partners. 10. Demonstrated exceptional leadership skills, motivating and inspiring team members to achieve their goals and improve performance.

Deputy general manager, acting as Head of HR and Marketing Country: Sudan 1. Led recruitment, payroll, compensation, and talent development, fostering a positive and productive work environment. 2. Managed telemarketing, indoor and outdoor advertising, and PR campaigns increasing brand awareness and revenue. 3. Served as deputy manager, managing internal department projects and leading the company without a General Manager. 4. Recruited and managed a team of 100 people, appointing sub-leaders to support growth to around 200 employees. 5. Committed to the capital of only 20 thousand dollars, demonstrating entrepreneurial spirit and a willingness to take on challenges. 6. Developed and implemented HR policies and procedures, ensuring compliance and fairness. 7. Conducted market research and analyzed industry trends, providing insights and recommendations to support business growth. 8. Collaborated with cross-functional teams to develop and implement marketing strategies, contributing to the company's success. 9. Managed budgets and allocated resources effectively, optimizing ROI and minimizing costs. 10. Provided mentorship and guidance to team members, supporting their professional development and career growth.

Master

BA