Mina Fawzy Elgendy

• Led a significant turnaround in Zain Telecom CX operations, achieving remarkable improvements in key performance indicators in under a year.
• Reduced agent attrition from 19% to 6%, significantly improving team stability and reducing recruitment costs.
• Increased team attendance (ABS) from 17% to 7%.
• Elevated quality performance, decreasing the quality failure rate from 22% to 9% and achieving top quality scores (3 headers: CC, BC, and EC) since January 2025.
• Improved the accuracy of ticket handling, with the invalid tickets percentage dropping from 67.5% to 4.3%.
• Maintained a high First Call Resolution (FCR) of 89.5% in 2025.
• Increased revenue per agent by 35% in 2025 Compartd to 2024.

• Successfully launched and scaled the ToYou Application back-office and customer service operations, growing the team from 30 to 100 employees in one year, from 2021 to 2022
• Managed three distinct lines of business (LOBs) encompassing both voice and non-voice transactions, sustaining on-time and high-quality performance.
• Oversaw the CX operations for COFEAPP, including chat, back-office, and inbound/outbound calls
• Helping in launching a Chatbot to reduce the cost per transaction and enhance COFE CX operations, which led to a 20% decrease in COFE Volumes in 2023.
• Directed all aspects of service operations to guarantee quality control.

• Managed Talabat CX operations as a task force.

increasing the CSAT score from 45% to 75% and boosting overall quality performance from 65% to 90% within 6 months.