shahd elnaim

Delivered structured training and support services to 1440+ participants aged 10–14 across 4+ years, consistently maintaining high participant satisfaction levels recognized by UNICEF Egypt in a nationally published feature article. Represented the program and personally engaged with senior stakeholders including the UNICEF Egypt Country Representative and the Minister of Youth and Sports.

Provided comprehensive remote executive assistance to senior leadership, managing complex calendar scheduling, prioritizing competing meeting requests, and coordinating appointments across multiple time zones. Owned full inbox management responsibilities, triaging high-volume email correspondence and drafting professional responses on behalf of leadership.

Managed all client and stakeholder communications remotely, drafting professional correspondence, responding to partner inquiries, and maintaining responsive, clear communication across email and messaging platforms. Served as the primary point of contact for internal teams and external partner organizations, triaging requests, managing expectations, and resolving operational issues.

Acted as primary point of contact for 200+ program participants, managing a high volume of inbound queries, concerns, and feedback across in-person and remote channels. Monitored participant welfare and attendance in real time, proactively identifying and resolving issues before they escalated, and maintaining accurate CRM-style records of all participant interactions.

Managed 80+ inbound customer service calls per day in English for AT&T US customers, handling technical support inquiries, billing disputes, account management requests, and connectivity troubleshooting. Consistently achieved and exceeded monthly performance targets for First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction Score (CSAT), ranked in the top quartile of the

Delivered daily face-to-face support and instruction to 60+ participants, managing questions, concerns, and interpersonal dynamics in a structured group environment. Coordinated with fellow instructors and camp administration on scheduling, participant communications, and real-time problem-solving.

Pursuing a Bachelor of Economics and Political Science with a major in Political Science (English Program).