Dina Taymour

Oversee and optimize backend operations for a team of department heads managing cold calling, quality assurance, client success, and lead management. Collaborate closely with the Technical Operations Manager to identify and address data and systems gaps between teams. Implement and monitor key performance indicators (KPIs) to track team performance and overall operational efficiency. Drive process improvement initiatives to streamline workflows and enhance productivity. Manage and allocate resources to ensure optimal team performance and resource utilization. Provide guidance and support to team members to foster a positive and productive work environment. Analyze data and generate actionable insights to inform strategic decision-making.

• Oversee and optimize backend operations for a team of department heads managing cold calling, quality assurance, client success, and lead management.
• Collaborate closely with the Technical Operations Manager to identify and address data and systems gaps between teams.
• Implement and monitor key performance indicators (KPIs) to track team performance and overall operational efficiency.
• Drive process improvement initiatives to streamline workflows and enhance productivity.
• Manage and allocate resources to ensure optimal team performance and resource utilization.
• Provide guidance and support to team members to foster a positive and productive work environment.
• Analyze data and generate actionable insights to inform strategic decision-making.

Spearheaded initiatives to sustain business growth and profitability, achieving an increase in client retention through enhanced value delivery. Conducted in-depth analysis of client data, identifying trends and opportunities that led to improvement in client satisfaction scores. Cultivated strong, trust-based relationships with clients, serving as their primary point of contact and advocate, which resulted in an increase in upselling opportunities. Led regular client check-ins to assess satisfaction, address concerns, and proactively deliver value-added services, including personalized training and best practices. Collaborated seamlessly with sales, product development, and support teams to ensure exceptional client experience and timely resolution of challenges.

• Sustaining business growth and profitability by maximizing value
• Analyzing client data to improve client experience and identify trends, patterns, and opportunities for client success and growth.
• Develop strong relationships with clients, serving as their main point of contact and advocate within the company.
• Understand and align with clients' business objectives and help them achieve their desired outcomes.
• Conduct regular check-ins with clients to assess their satisfaction, address any concerns, and identify opportunities for improvement.
• Proactively identify and deliver value-added services and solutions to clients, such as training, best practices, and new product features.
• Collaborate with internal teams, such as sales, product development, and support, to ensure a seamless client experience and resolve any issues or challenges.
• Act as a client advocate within the company, providing feedback and insights to inform product roadmap and development.

Analyzed problem management data using Jira, contributing to the refinement of internal processes and SLA tracking. Enhanced data accuracy through diligent monitoring of daily SLA reports, leading to improved team performance metrics. Developed foundational skills in Kubernetes and Linux OS auditing, contributing to team efficiency in managing support tickets.

Facilitated English language learning for diverse student populations, tailoring approaches to meet individual needs.

Delivered academic instruction in Literature and Linguistics, integrating innovative technology to enhance learning outcomes. Conducted quality assurance assessments, identifying student challenges and implementing corrective actions to improve engagement and comprehension. Created a supportive and organized classroom environment, fostering collaborative learning through individual and group work.