Looking for a job

Remaz Farouk

@remazfarouk

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I build high-performing learning, quality, and last-mile operations teams for e-commerce.

Egypt

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What I'm looking for

I'm open to relocation for career advancement opportunities where I can lead learning, quality, and operations initiatives, build high-performing teams, and improve customer experience and operational KPIs.

At InstaShop, I lead Learning & Development across Training, Quality Assurance, and Knowledge Management, aligning team performance with operational objectives.

I've built and scaled Egypt's dispatching function from a small task force into a structured sub-department, overseeing live delivery operations across multiple cities and coordinating drivers, merchants, fleet vendors, and customer support.

I design training, onboarding, SOPs, auditing frameworks, and scorecards for Customer Support, Merchant Support, Dispatching, and Quality teams. I use QA audits, feedback, and KPI tracking to identify gaps and turn operational insights into targeted learning interventions.

I'm motivated by improving customer experience, delivery accuracy, service quality, and team readiness through coaching, cross-functional collaboration, and practical process improvement. I'm open to relocation for career advancement opportunities.

Experience

Work history, roles, and key accomplishments

Current

Learning & Development Supervisor

Current

InstaShop

Jan 2026 - Present (8 months)

Oversees the Learning & Development function, leading Training, Quality Assurance, and Knowledge Management teams. Manages team workload, KPIs, recruitment, onboarding, and process improvement initiatives.

Learning and Development Team Leadership Performance Management Recruitment Onboarding Process Improvement Coaching KPI Tracking

Learning & Development Specialist

InstaShop

Jul 2024 - Dec 2025 (1 year 5 months)

Designed and delivered training programs for Customer Support, Dispatching, and Quality teams. Developed auditing frameworks, conducted performance analysis, and maintained the internal Knowledge Center.

Training Design Quality Assurance Audit Knowledge Management Data Analysis KPI Tracking Coaching SOP Development

Last Mile Dispatching Manager

InstaShop

Jul 2023 - Jul 2024 (1 year)

Led the Last-Mile Dispatching department, overseeing daily operations across multiple cities. Designed training programs, conducted data-driven analysis, and collaborated with regional teams to standardize procedures.

Last Mile Operations Team Leadership Training Data Analysis Process Optimization Vendor Management KPI Alignment

Last Mile Dispatching Lead

InstaShop

Jun 2022 - Jun 2023 (1 year)

Led live dispatch operations, coordinating real-time order assignments. Built the foundational structure of the Egypt Dispatching function and acted as liaison between dispatch, Fleet, Quality, and Operations teams.

Dispatch Operations Coordination Training KPI Monitoring Process Improvement Cross Functional Collaboration

Quality Assurance Coordinator - Customer Service

InstaShop

Jun 2021 - May 2022 (11 months)

Coordinated daily customer support operations, managed escalations, and monitored SLAs. Assigned tasks and balanced workloads to maintain service levels and high CSAT scores.

Quality Assurance Customer Service Escalation Management SLA Monitoring Workload Management CSAT

Operations Associate & Tour Leader

Go To Know

Aug 2019 - Feb 2021 (1 year 6 months)

Managed local and international trip operations, including logistics, scheduling, and vendor communication. Served as tour leader ensuring safety and satisfaction of clients.

Operations Management Logistics Vendor Management Customer Satisfaction Documentation

Technical Advisor

Vodafone UK

Assisted UK customers with technical troubleshooting and service-related inquiries. Ensured rapid and accurate issue resolution to maintain customer satisfaction levels.

Technical Support Troubleshooting Customer Service Issue Resolution