Nadia El-Hawary

About Nadia El-Hawary

Dynamic, collaborative executive leader with high-impact achievements in operations management, program and project management, and client experience for multimillion-dollar companies and business units. Specialize in applying program, client, and process requirements to system functionality while maintaining data security and integrity. Demonstrated success devising and deploying organizational restructuring, process improvements, and automation to drive growth and operational efficiencies. Exceptional communicator and team builder with multicultural experience and proven record of improving team performance, increasing client satisfaction, resolving conflicts, and gaining stakeholder endorsement.

Experience

1. Client Service Delivery Leader

   Empyrean

   Jun 2024 — Present · Orlando, FL, US

   Team Leadership & Development: Lead, mentor, and inspire a team of Account Managers to execute on growth and retention strategies. Foster a culture of collaboration, accountability, and excellence.• Retention & Expansion Strategy: Drive the development and implementation of strategies focused on maximizing customer retention and expanding our footprint within strategic accounts. Ensure these strategies align with Empyrean’s long-term goals.• Contract & Renewal Oversight: Provide strategic guidance to your team during contract negotiations and renewals to ensure successful, timely execution and to capitalize on upsell opportunities.• Customer Relationship Management: Lead team in building deep, trusted client relationships with decision-makers and influencers to secure long-term partnerships.• Customer Retention: Develop and implement strategies to improve customer retention rates and reduce churn• Tailored Solutions: Support team in understanding the unique needs and challenges of each client, crafting tailored solutions that enhance customer satisfaction and drive business outcomes.• Cross-Functional Collaboration: Collaborate with internal teams such as shared services, product, marketing, and finance to ensure seamless execution of account strategies and overall customer success.• Manage Customer Onboarding: Oversee and optimize the customer onboarding process to ensure a seamless experience for new clients in a scaled environment.• Performance Tracking: Monitor account performance metrics, customer satisfaction, and market trends, using these insights to continually refine strategies and improve outcomes for both clients and Empyrean.• Presenting to Executive Leadership: Participate in weekly, monthly and quarterly reviews of client satisfaction, financial performance and critical projects.• People Leadership: Mentoring high potential employees and fostering a culture of meritocracy.

Education

• University of Phoenix

  MBA, Master's of Business Administration

  2000 — 2002

• University of Central Florida

  Bachelor's of Arts, Political Science/Pre-Law

  1995 — 1999

Skills

• Internal Audit
• Management
• Talent Management
• Operations Management
• Strategic Planning
• Project Management
• Customer Service
• Accounting
• Vendor Management
• Crm
• System Administration
• Analytical Skills
• Governance
• Business Process Improvement
• Policy
• Program Management
• Call Centers
• Employee Engagement
• Onboarding
• Project Planning
• Testing
• Customer Relationship Management (Crm)
• Operating Budgets
• Process Improvement
• Training & Development
• Risk Management
• Collaborative Leadership
• Time Management
• Strategy
• Leadership
• Analysis