Nadia El Bakri
Bangkok
Summary
Experienced and dynamic Sales & Service Operations Leader with over 20 years of global experience across hospitality and healthcare sectors. Proven track record in driving operational transformation, enhancing customer experience, leading multicultural teams, and implementing sustainable growth strategies. Adept at translating strategic vision into actionable plans that deliver measurable results in fast-paced, customer-centric environments.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Associate Division Director, Sales Operations
Bumrungrad International Hospital
Bangkok, Bangkok
04.2023 - Current
- Rebuilt and restructured the Phuket office sales operations, restoring foundational processes and stakeholder trust.
- Co-developed business and marketing plans, contributing to a 29% YoY revenue increase (2024 vs. 2023).
- Led service standards implementation and KPI frameworks to improve customer experience.
- Mentored and upskilled team members, fostering professional development.
- Enhanced brand visibility via strategic events and stakeholder engagement.
- Produced monthly performance dashboards for data-driven leadership decisions.
Head of Contact Center Operations
Accor
Bangkok
05.2021 - 04.2023
- Managed a multilingual team of 20+ staff, instilling a culture of accountability and service excellence.
- Redesigned KPI monitoring tools, leading to faster response times and higher customer satisfaction.
- Launched personalized coaching and internal development programs.
- Ensured compliance with PCI DSS standards and SOP consistency.
Senior Manager - Regional Contact Center Operations
Accor
Manila
01.2012 - 12.2016
- Oversaw BPO operations across India, Philippines, Indonesia, China, and Serbia, totaling approximately 320 agents.
- Strengthened cross-functional collaboration between hotels and contact centers.
- Developed and delivered regional training to elevate service standards.
- Supported CRM integration and harmonized operations across regions.
Assistant Director of Revenue
Sofitel Hotel
Miami
09.2009 - 07.2012
- Managed revenue systems and performance monitoring tools for a 281-room hotel property.
- Aligned front-line operations with revenue strategies.
- Handled complex reservation escalations, restoring guest satisfaction.
Regional Manager of Revenue & Reporting
Sofitel Luxury Hotels and Resorts
New York
11.2008 - 08.2009
- Consolidated revenue forecasts for multiple properties.
- Delivered strategic business insights to senior leadership.
- Contributed to standardized reporting procedures.
HR Project Manager - Digital Talent Platforms
Accor
Paris
03.2006 - 10.2008
- Led the design and global rollout of ACCOR's digital recruitment platform.
- Achieved a 20% increase in HR productivity through process digitization.
- Aligned tech tools with HR and operational needs.
Education
Associate of Arts - Business & Sales
University of Paris
Paris 09.1994 - 09.1996
Skills
Sales & Service Operations
Operational Excellence & Change Management
Customer Experience Strategy
Performance Management & KPIs
Process Optimization
Stakeholder Engagement
CRM & Systems Implementation
Multicultural Team Leadership
Training & Coaching
Data-Driven Decision-Making
Microsoft Office, Salesforce CRM
Timeline
Associate Division Director, Sales Operations
Bumrungrad International Hospital
04.2023 - Current
Head of Contact Center Operations
Accor
05.2021 - 04.2023
Senior Manager - Regional Contact Center Operations
Accor
01.2012 - 12.2016
Assistant Director of Revenue
Sofitel Hotel
09.2009 - 07.2012
Regional Manager of Revenue & Reporting
Sofitel Luxury Hotels and Resorts
11.2008 - 08.2009
HR Project Manager - Digital Talent Platforms
Accor
03.2006 - 10.2008
Associate of Arts - Business & Sales
University of Paris
09.1994 - 09.1996