Christine Rezk
Dubai
Summary
Results-driven Customer Operations Senior Manager with over 7 years of experience in global service delivery, teams leadership, in health insurance operations & telecommunication industry. Proven ability to build and lead high-performing teams, implement strategic improvements, and enhance customer satisfaction in complex, multicultural environments. Skilled in coaching leaders, driving operational excellence, and managing cross-site collaboration—particularly between Egypt and the UAE. Adept at aligning local operations with global standards while achieving measurable business outcomes.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Customer Operations & Precertification Senior Manager
Allianz Partners
01.2023 - 09.2025
- Managed a 10-member management team (Team Leaders, Supervisors, Assistant Manager), enhancing support for Helpline and Medical Services across international channels.
- Collaborated with cross-site teams to ensure process alignment and shared KPIs.
- Led precertification team in Cairo, supporting operations in Dubai, UAE, gained direct experience with UAE health insurance practices and regulatory compliance.
- Achieved 15% increase in customer satisfaction within 6 months through targeted training and performance coaching.
- Boosted operational efficiency by 40% via team restructuring and workflow optimization.
- Reduced attrition by advocating salary increases and fostering a recognition-based culture.
- Successfully executed salary increment process according to company policy, promoting fairness and retention.
- Recruited high-potential talent, establishing a robust leadership pipeline.
Technical Support Supervisor
_VOIS, Ireland Operations
08.2018 - 02.2023
- Managed multiple technical support teams across various sectors, ensuring service excellence for Vodafone Ireland.
- Coached team leaders to drive performance and deliver customer-first service effectively.
- Designed and implemented training initiatives in collaboration with L&D to upskill agents.
- Conducted performance reviews and led incentive programmes to motivate staff.
- Delivered insights on KPIs to senior leadership, informing strategic decisions.
- Launched a decision-tree platform guiding agents through processes, improving accuracy and satisfaction.
- Implemented GDPR-compliant remote access for secure issue resolution by agents.
- Expanded support scope to include Incident Management and IoT teams, increasing operational agility.
Senior Technical Advisor & BAT tester
_VOIS, Ireland Operations
08.2016 - 07.2018
- Second line support for Technical, Billing and PAYG teams.
- Ensured adherence to quality standards to achieve optimal output.
- Conducted business acceptance testing for system migration.
Technical Advisor
_VOIS, Ireland Operations
02.2014 - 08.2016
- Provided expert advice to clients, resulting in improved business processes.
- Led team initiatives to reduce knowledge gaps.
Technical Support Professional
Stream Global Services
08.2012 - 01.2014
- Started as a senior agent in technical team for TomTom Navigation devices serving UK & Ireland ended with working as a Floorwalker & LMI expert.
Call Centre Agent
Raya Contact Center
03.2012 - 07.2012
- Worked as call centre for Mansour, Labanita, Sunshine and Bang & Olufsen.
Education
Bachelor Of Commerce - English Section
Cairo University
Cairo, Egypt 09.2007 - 01.2011
Skills
- Customer Operations and Experience Strategy
- Team Leadership and Talent Development
- Health Insurance & Precertification
- Global Collaboration (Egypt-UAE)
- Performance Management & Reporting
- Budgeting & Resource Planning
- Process Improvement & Automation
- Problem Solving
- Performance Metrics Management - KPIs
- Operational Efficiency
- Conflict Resolution
- Building Relationships
- Adaptability & Agility
Languages
Arabic – Native
Native
English – Fluent
Fluent
Certification
- ITIL V4
- Being Agile
- Advanced coaching Techniques
- Design thinking & Emotional Intelligence.
- Leadership Development Program.
- Critical Thinking with Generative AI
Timeline
Customer Operations & Precertification Senior Manager
Allianz Partners
01.2023 - 09.2025
Technical Support Supervisor
_VOIS, Ireland Operations
08.2018 - 02.2023
Senior Technical Advisor & BAT tester
_VOIS, Ireland Operations
08.2016 - 07.2018
Technical Advisor
_VOIS, Ireland Operations
02.2014 - 08.2016
Technical Support Professional
Stream Global Services
08.2012 - 01.2014
Call Centre Agent
Raya Contact Center
03.2012 - 07.2012
Bachelor Of Commerce - English Section
Cairo University
09.2007 - 01.2011
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