Mostafa Ashraf
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Cairo, Cairo Governorate, Egypt
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Director Of OperationsNovara ConstructionJan 2025 - Jan 2026 (1 year 1 month)• Directed day-to-day operations for remote appointment-setting and support teams serving home-improvement campaigns.
• Oversaw appointment setters, team leads, quality assurance, dispatch, recruiting, training, scheduling, and performance management.
• Built and improved workflows for lead handling, appointment qualification, CRM documentation, calendar scheduling, confirmations, and follow-up.
• Tracked KPIs including booked appointments, completed appointments, cancellations, qualification rates, and sales outcomes to identify performance gaps.
• Developed agent scorecards, incentive programs, coaching processes, and quality standards to improve appointment quality and accountability.
• Coordinated with leadershi- YGROWTH MARKETING MANAGER public Remote experienceYOUR ECOM TEAMNov 2024 - Feb 2026 (1 year 4 months)• Manage growth-focused e-commerce initiatives while coordinating priorities across marketing, operations, and client-facing work.
• Support budgeting, planning, reporting, and execution across multiple e-commerce projects and business needs.
• Use performance data and operational insights to identify opportunities, improve workflows, and support scalable growth. - Customer Support ManagerNovara ConstructionJan 2024 - Jan 2026 (2 years 1 month)Managed customer support and appointment-related operations for a high-volume home improvement company, overseeing communication between homeowners, appointment setters, dispatch, project assistants, sales representatives, and management.
Led customer service processes from initial appointment booking through confirmation, rescheduling, follow-up, escalation, and post-appointment support.
Managed and coached team members on communication quality, professionalism, qualification standards, appointment accuracy, and customer experience.
Handled escalated homeowner concerns and worked across departments to resolve scheduling, communication, project, and service-related issues.
Developed SOPs, scripts, quality-control procedu - ADirector of Operations public Remote experienceAlphaleadsJun 2022 - Aug 2025 (3 years 3 months)As the Director of Operations at Alpha Leads, I played a pivotal role in driving operational excellence and delivering high-quality lead generation services to clients, contributing to the company's success and growth.
- TECHNICAL PROJECT MANAGER public Remote experienceUniTriTeamMay 2022 - Jan 2025 (2 years 9 months)• Managed projects, timelines, resources, communication, and cross-functional workflows in a remote environment.
• Coordinated stakeholders and teams to define objectives, resolve operational issues, and keep deliverables on schedule.
• Combined technical troubleshooting with project and process management to support successful project execution. - ROperations ManagerRetail e-commerce venturesFeb 2022 - Jan 2024 (2 years)• Supported and managed daily operations in a fast-paced retail e-commerce environment.
• Coordinated customer support, internal workflows, team coverage, escalations, and operational priorities.
• Worked with department leaders to improve productivity, service quality, communication, and process consistency.
• Monitored team performance and helped develop procedures, training materials, and accountability standards.
• Identified operational bottlenecks and implemented practical improvements to support customer experience and business goals. - DDirector Of OperationsDetox OrganicsJan 2022 - Jan 2025 (3 years 1 month)• Oversaw business operations across customer experience, team management, e-commerce support, internal processes, and administrative workflows.
• Managed staffing, training, performance expectations, employee coordination, and day-to-day operational priorities.
• Developed procedures and reporting systems to improve efficiency, accuracy, accountability, and customer satisfaction.
• Coordinated cross-functional work involving customer support, order issues, e-commerce operations, and management priorities.
• Supported leadership with operational planning, problem resolution, process improvements, and team development. - DDirector Of OperationsDigital Marketing AdvisorsSep 2021 - Jun 2024 (2 years 10 months)• Directed company operations, workforce planning, team structure, performance management, and internal processes.
• Built scalable workflows for client delivery, recruiting, onboarding, training, reporting, and day-to-day team management.
• Supervised multidisciplinary remote teams and established clear responsibilities, KPIs, communication standards, and accountability systems.
• Improved operational efficiency through process documentation, automation, structured reporting, and standardized workflows.
• Worked directly with leadership and clients to resolve operational challenges, allocate resources, and ensure service delivery. - VIDEO EDITORSyftMay 2021 - Feb 2023 (1 year 10 months)• Managed video-editing deliverables, deadlines, revisions, and coordination with production stakeholders.
• Maintained quality and consistency across content while balancing multiple projects and priorities. - DCustomer Support ManagerDetox OrganicsJan 2021 - Jan 2026 (5 years 1 month)Managed day-to-day customer support operations for a direct-to-consumer eCommerce brand, ensuring timely and professional resolution of customer inquiries across email, social media, and online sales channels.
Led and supported customer service representatives, providing coaching, performance feedback, training, and guidance on complex customer situations.
Managed escalations involving refunds, returns, subscriptions, shipping issues, damaged products, billing concerns, and product-related questions.
Worked extensively with Shopify and eCommerce systems to investigate orders, process refunds, review customer histories, update orders, and resolve fulfillment issues.
Coordinated with fulfillment, warehouse, marketing, and