Sameh Mohamed Alshawa

Cairo, Egypt

same7.egypt@gmail.com 00201208583877

linkedin.com/in/sasalem

Summary
Passionate and experienced Stage Manager with several years of experience in stage management and
community theater work. Experienced and self-motivated Manager bringing forth valuable industry experience
and a passion for management. Results oriented with a proven track record of working collaboratively with team
members to achieve goals.
 
with 8+ years of MENA experience working in competitive, ambiguous, dynamic and multicultural environments
 
Experienced industries :
- Ride Hailing
- Food Delivery
- Home Cleaning and Maintenance services

Experience
Supply Manager
FilKhedma, a Sweepsouth company
Aug 2022 - Present (11 months)
· Responsible for improving chat quality and solve cleaners issues.
· Track fulfilment rate by reducing availability issues.
· Responsible for improving onboarding process.
· Train and coach new comers, and provide the required training sessions for existing cleaners
frequently.
· Evaluate the service provider’s performance and quality ratio.
· Supply, Technician Retention & Availability
· Track Performance Management on a weekly bases to improve quality.
· Manage overall Onboarding quality and dates. Fill out the calendar; adjust accordingly with reasons
thereof.
· Monitor quality of supply constantly to ensure the high-quality customer experience
· Ensure and Monitor interview Supply performance
· Manage relationships with external parties. Create relations with community groups and others
· Check assigned Freshdesk tickets & schedule any follow-ups for the rest of the week (case has to be
closed within 2 hours)
· Create a weekly / monthly report showing weekly work progress.
 
Achievement :
- increase the supply base by +1000 Service Provider
- Reduce Complaint Ratio to below than 5%
- Improve Providers Quality to reach +90%

Operations Manager

Sameh Mohamed Alshawa - page 1

UVA WORLD
Jan 2021 - Jul 2022 (1 year 7 months)
- Setup and scale operational processes for operations and other functional areas in The Country
- Rider and Driver acquisition , engagement and Retention
- Design and execute strategies to increase driver's engagement and loyalty while reducing churn rate
- Live Operations Managing Riders and captains experience
- Work hand-in-hand with our Marketing and Performance Marketing functions to drive our acquisition
- Formulate strategic and operational objectives- Setup and scale operational processes for operations
and other functional areas in The Country - Rider and Driver acquisition , engagement and Retention
- Design and execute strategies to increase driver's engagement and loyalty while reducing churn rate
- Live Operations Managing Riders and captains experience - Work hand-in-hand with our Marketing
and Performance Marketing functions to drive our acquisition - Formulate strategic and operational
objectives
Achievements :
Reach 1200 Ride Per Day
acquire 10000 Driver

Co-Founder / Operations Manager

Captain Egypt
Jan 2019 - Jan 2021 (2 years 1 month)
Cairo Project Launch beside the Operations Management Setup

Cairo Supply Lead

MRSOOL | ‫ﻣﺮﺳﻮل‬
Jul 2019 - Nov 2019 (5 months)
Developing and executing on short- and long-term strategies to improve performance of the delivery
across the network, taking both practical and analytic approaches to solving problem.
Responsible for contracting with qualified couriers via all channels ( Online , Ambassadors , Suppliers )
Managing P&L lines including rider costs, working with the Head of logistics to report results to the
management.
Responsible for optimizing processes, maximizing driver utilization, minimizing order times, and
ultimately positively impacting the overall customer experience.
Analyze and track KPIs to enhance customer and rider experience.
Analyze the cancellation and compensation to create fraud engine.
 
- Achievements :
Acquire 3500 Couriers ( Freelancers )

Operations Supervisor
Captain Ksa
May 2018 - Jul 2019 (1 year 3 months)
Supply Partner for ( Carriage - hunger station- geebly )
 
- Helping the New Food Delivery startups to operate by offering them the needed Drivers supply per
zones
 
Achievements :
Sameh Mohamed Alshawa - page 2
  
- Supply By +1000 Couriers

Driver Operations TL
Bolt
Jun 2017 - Sep 2018 (1 year 4 months)
working on 2 projects :
- managing operations AT Captain KSA
- Launching Bolt
 
Develop and implement best Supply Operations practices across regions via implementing lean and
operational excellence methods
Continually document and maintain these best practices to ensure learning and ease of implementation
via train and audit methods
Work closely with Operations Manager to achieve and exceed Supply Operations' KPIs via optimising
current operational processes & implementing new processes/verticals for existing & new markets
Coordinate with Supply Team to enhance the Driver Acquision Process/channels.

Operations Specialist
Captain KSA
2015 - Jan 2017 (2 years)
Support all the business operations in Riyadh
 
Be an active part of CaptainKSA logistics process, regarding how many drivers are needed where and
when
 
Keep track and control daily queries received from all CaptainKSA Riders.

Customer Service Advisor

Orange Egypt
Jan 2014 - Jan 2015 (1 year 1 month)
Welcome customers to the customer center and solve their inquiries.
Handle customer complaints and provide solutions to their problems.
Sell Orange products and services and ensure proper collection of required documents.
Sell value added services to customers.
Coordinate with other departments to solve customers’ complaints.
Support Customer Center team to achieve their KPIs.
Enhance customers experience through developing and smoothing the workflow inside the Customer
Center.
Propose tools to maintain company and customer center image
Handle customer center requests, stock and administrative work.

Education
portsaid university . faculty of commerce
Good, Accounting and Finance
2006 - 2012
Sameh Mohamed Alshawa - page 3
 ACCOUNTING

Licenses & Certifications

Branding and Product Managment - IE Business School

Operational Excellence Foundations - Project Management Institute

AYErQGUJ74r_tFNCuDi7cT7jsWU

Analyzing and Visualizing Data with Microsoft Excel - Coursera

Introduction to SQL Server - DataCamp

Skills
Analytical Skills   •   Operations Management   •   Supply Management   •   Team Leadership   •   Account
Management   •   Key Account Management   •   Sales Management   •   Sales Process   •   Business Planning  
•   Business Development

Sameh Mohamed Alshawa - page 4