Open to opportunities

Marwan Hassan

@marwanhassan

Message

Lean Six Sigma Green Belt quality manager driving CX improvements and performance optimization.

Egypt

Message

What I'm looking for

I seek a customer-centric role where I can lead teams, apply process improvement and coaching to boost quality and measurable CX outcomes.

I am a Lean Six Sigma Green Belt–certified quality management professional with progressive experience improving customer experience and operational efficiency in high-volume contact center environments. I specialize in data-driven quality assurance, COPC-aligned standards, and creating frameworks that increase coaching compliance and consistency.

At Hilton US I led the Cairo team launch, implemented a Coaching Compliance Framework, ran performance reviews and calibration sessions, and designed targeted Performance Improvement Plans and sales recovery workshops. My earlier roles include Quality Analyst and Sales Floor Support where I performed QA audits, provided on-floor systems support, and delivered insights that improved first-call resolution and customer satisfaction.

I also bring hands-on leadership from retail and entrepreneurial ventures—managing tech stores, growing sales through upselling and personalized offerings, and founding a fashion business with successful online and retail expansion. I seek roles where I can coach teams, optimize processes, and drive measurable CX improvements.

Experience

Work history, roles, and key accomplishments

Current

Lead, Customer Experience

Current

Hilton

Mar 2023 - Present (3 years)

Led launch of the Hilton Cairo team and implemented a Coaching Compliance Framework that improved coaching adherence and service quality; ran performance reviews, quality calibrations, and PIPs to raise team targets.

Quality Management Performance Improvement Contact Center Operations Data Analysis Quality Assurance Team Leadership

Appointment Setter

Four Agents US

Jul 2020 - Jun 2021 (11 months)

Made high-volume outbound calls to B2B clients, booked qualified appointments for senior sales reps, and significantly increased the monthly sales pipeline for a SaaS product.

Outbound Sales Lead Generation Appointment Setting B2B Sales Pipeline Development Cold Calling CRM

Technical & Billing Support Agent

Vodafone UK

Handled technical and billing inquiries, resolved many issues on first call, reduced escalations by resolving complex disputes, and maintained accurate CRM records to inform quality reviews.

Technical Support Billing Disputes CRM Troubleshooting Customer Service

Store Manager

Laptop Store

Managed daily operations of two retail stores, increased monthly sales through upselling and tailored packages, and reduced returns by providing technical repairs and high-quality customer service.

retail management Sales Growth Upselling Technical Support Inventory Management Customer Service Team Supervision

Quality Analyst

Hilton

Conducted QA audits aligned with COPC principles, provided floor support to resolve system issues, and delivered insights that improved customer satisfaction and first-call resolution.

Quality Assurance Root Cause Analysis Auditing CRM Call Resolution Coaching Knowledge Sharing

Founder & Manager

Norg Store

Founded and scaled a fashion business via Instagram, managed design-to-distribution, established retail partnerships, and grew monthly orders through sourcing and targeted advertising.