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Amr Abdallah

@amrabdallah

Operations professional at IQOR handling FedEx financial operations, with 98% invoice accuracy and improved SLA adherence.

Egypt

Message

At IQOR, I manage financial and operational activities within FedEx, processing invoices using Oracle ERP and coordinating with corporate customers. I processed invoices with 98% accuracy and improved SLA adherence through workflow monitoring and operational follow-up.

At VOIS, I coordinated technical deactivations and service issue resolution for enterprise customers. I developed operational dashboards in Power BI and automation scripts, helping improve case handling efficiency by 30% and reduce incident resolution time by 25%.

Earlier at VOIS, I facilitated Scrum ceremonies as a Scrum Master and supported teams with sprint tracking and impediment removal. My experience also includes service delivery and customer operations, supported by SAFe 6 Practitioner and Certified Scrum Master certifications.

Experience

Work history, roles, and key accomplishments

Current

Financial Operations Specialist

Current

IQOR

Apr 2026 - Present (6 months)

Managed financial and operational activities within FedEx, including invoice-related transactions using Oracle ERP. Acted as an escalation point for incidents and complex cases, and supported month-end closing and audit activities.

Oracle ERP Finance Operations SLA Management Root Cause Analysis KPI Monitoring SOX Controls Workflow Monitoring

Scrum Master

VOIS

Jun 2025 - Feb 2026 (8 months)

Facilitated Agile ceremonies, removed impediments, and tracked sprint delivery metrics. Coached the Scrum Team on Scrum values and best practices, and coordinated with stakeholders.

Scrum Agile Sprint Planning Burndown Charts Velocity Tracking Stakeholder Management Facilitation

Technical Solutions Coordinator

VOIS

Mar 2021 - May 2025 (4 years 2 months)

Coordinated technical deactivations and service issue resolution for enterprise customers, ensuring SLA compliance. Developed automation scripts and Power BI dashboards, improving case handling efficiency by 30% and reducing incident resolution time by 25%.

Technical Troubleshooting SLA Management Automation Scripting Power BI Dashboard Reporting Root Cause Analysis Escalation Management

International Back Office Advisor

VOIS

Jul 2018 - Feb 2021 (2 years 7 months)

Processed enterprise client orders and configured services, ensuring accurate fulfillment. Acted as a primary point of contact for escalations and improved SLA adherence by 20% through workload distribution.

Order Management SLA Management Escalation Management Workload Distribution Process Optimization Customer Experience

Reservation Consultant

Concentrix

Jun 2017 - Jul 2018 (1 year 1 month)

Handled inbound reservations and managed travel bookings for Spanish-speaking customers. Resolved booking discrepancies and increased customer satisfaction scores by 18%.

Reservations Travel Booking Customer Service Spanish problem resolution

Team Leader

Arabiata Restaurant

Aug 2015 - Jun 2017 (1 year 10 months)

Led and coached a team of contact center agents to achieve performance targets. Monitored KPIs and managed daily operations including staffing and workload distribution.

Team Leadership KPI Monitoring Coaching Performance Management Workload Management Staffing

Tour Representative

Dunas Travel

Jul 2014 - Apr 2015 (9 months)

Assisted arriving guests at airports and managed travel documentation and hotel check-in processes. Resolved guest issues to ensure a positive travel experience.

Customer Service Travel Coordination Documentation problem resolution