Dalia Magdy

Directed the strategic roadmap for company-wide operations and support departments. Drove continuous improvement initiatives to enhance service delivery, mitigate operational risks, and optimize resource allocation.

Managed critical wholesale servicing operations while meeting global banking regulatory requirements and SLA targets. Led and developed a high-performing operations team with a focus on risk management and client relationships.

Led end-to-end operational delivery, strategic alignment, and scaling for a global technical support program (M365 Admin Support). Managed program health, resource tracking, and stakeholder reporting across distributed global teams.

Led the quality assurance framework for the account using COPC methodology to improve performance, customer satisfaction, and compliance. Coached and managed quality supervisors and evaluators, building feedback loops that reduced error rates.

Simplified complex STEM concepts for students using personalized teaching methods and critical thinking.

Supervised quality evaluators and ran coaching and feedback cycles to improve quality and compliance results.

Evaluated customer interactions against quality standards and gave performance feedback to support teams.

Supported customers in German on Microsoft 365, diagnosing and resolving complex enterprise-level technical issues.

Pursuing an MBA in Small & Medium Enterprise Management.

Earned the COPC Certified Professional certification through Concentrix Internal Certification in 2022.

Bachelor of Power and Renewable Energy Engineering from Ain Shams University, Cairo, Egypt, completed in June 2020.

Passed the German Language Test (DSH 2) at Universität Mannheim in March 2017.

Completed the American Diploma at BBC International School, Cairo, Egypt, in June 2012.