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Eman Sabry Zayed
About
Detail
Damanhour, Beheira Governorate, Egypt
Résumé
Jobs
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T&S Training FacilitatorSutherlandSep 2024 - Mar 2025 (7 months)• Designed and delivered T&S-focused training for 6 cohorts of 20–26 agents across four lines of business — covering behavioral pattern recognition, edge case handling, and policy application. • Evaluated agent decision-making quality in simulated and live scenarios, providing feedback to raise consistency and analytical standards. • Achieved 95% score in senior observation audits; assignment extended on performance.- Trust & Safety Investigator (Associate Partner)SutherlandDec 2022 - Apr 2026 (3 years 5 months)• Investigated high-risk user cases across multiple lines of business — identifying behavioral patterns, inconsistencies, and indicators of abuse, fraud, and policy violation. • Applied structured analytical judgment to assess credibility, flag anomalies, and determine appropriate escalation paths in line with internal risk and compliance guidelines. • Maintained detailed, audit-ready case documentation ensuring clarity, traceability, and compliance with internal standards. • Delivered trauma-informed support to vulnerable users using NOVA-certified practices — maintaining risk awareness without compromising user safety. • Trusted by management as a delegate and stand-in on multiple accounts, demonstrating reliability and sound judgment und
- Operations & Communications LeadLife Makers FoundationSep 2017 - Nov 2023 (6 years 3 months)• Progressed to senior leadership over 6 years; coordinated distributed teams, identifying workflow gaps and implementing process improvements to reduce operational risk. • Managed a cross-regional network of 50+ members across 10–15 governorates — maintaining quality standards, accountability, and operational consistency at scale.
- ESenior Leader — Recruitment, Assessment & OperationsEnactus Damanhour University & TEDxDamanhourSep 2017 - Sep 2021 (4 years 1 month)• Conducted 1,800+ structured interviews with a 99.8% accuracy rate, assessing behavioral consistency, credibility, and candidate suitability — directly analogous to T&S case assessment skills. • Managed high-volume operations involving 2,000+ participant datasets, ensuring accuracy, organisation, and process consistency under tight timelines. • Held senior leadership roles for teams of 300+ annual volunteers; designed performance systems and onboarding frameworks that improved retention and operational alignment.
- Independent Consultant — Communications & OperationsSelf-employedJan 2015 - Current (11 years 7 months)• Analysed stakeholder behavior and communication patterns to design onboarding and recruitment systems for large-scale programmes (2,000+ participants). • Provided Arabic–English translation and localisation across educational and professional contexts, supporting cross-cultural accuracy and relevance.
Education
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- National Advocate Credential – Victim RightsNovaJan 2023 - Jan 2026 (3 years 1 month)
- DBachelor's in English & Classical Literature and CivilisationDamanhour University, EgyptJan 2021Western Civilisation Emphasis
- LRecognitionLife Makers Foundation & Enactus
- UCertificate of Service – COP27UNFCCC
Projects (professional or personal)
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- UCrisis Management & Risk Operations VolunteerUnited Nations — UNFCCC COP27Sep 2022 - Nov 2022 (3 months)• Selected from 1,500+ applicants as one of 20 volunteers for a crisis management team supporting high-volume summit operations. • Identified and responded to operational disruptions affecting attendees and event continuity; escalated issues for timely resolution in a high-pressure multilingual environment.