Remi Abdelsayed
Panania,Australia
Summary
Dynamic and results-oriented manager with 10+ years’ experience spanning legal operations, government services, customer service, and education. Proven expertise in cross-functional team leadership (locally and internationally), stakeholder engagement, and operational process improvements. Recognised for strategic thinking, cultural intelligence, and delivering outcomes in complex, high-pressure environments.
Experienced with global operations and team leadership. Utilising strategic planning and cross-cultural communication to enhance business performance. Track record of driving operational efficiency and fostering collaborative teams. Diligent [Desired Position] with extensive experience managing global operations and leading diverse teams. Proven track record of implementing strategic initiatives that drive business growth and operational efficiency. Demonstrated expertise in cross-cultural communication and project management.
Overview
16
16
years of professional experience
Work History
Global Manager
Gateway Law & Migration Australia
05.2021 - Current
- Lead operations across three international offices (Sydney, Cairo, Alexandria), managing a 10-member team comprising solicitors, consultants, and administrative staff.
- Oversee trust account compliance and client file management, ensuring timely and accurate visa submissions.
- Drive business development initiatives and maintain strong B2B stakeholder relationships to identify growth opportunities.
- Draft high-quality legal submissions, letters of advice, and client communications.
- Implement administrative systems and performance tracking that improved operational efficiency by 20%.
- Coordinate team training and certification registers to ensure compliance with legal and professional standards.
- Led process improvement initiatives, resulting in significant time and cost savings for the organization.
- Coordinated training programs for employees, fostering a culture of continuous learning and professional development.
- Enhanced customer satisfaction through effective relationship management strategies tailored to each region''s unique needs.
Close Contact Tracing Team Leader
NSW Health
03.2020 - 05.2021
- Supervised and mentored a team performing critical COVID-19 contact tracing across multiple communication platforms.
- Collaborated daily with NSW Health Response teams to provide updates, escalate complex cases, and ensure data accuracy.
- Reduced average contact time per case by 15% through optimised call scripts and tracking spreadsheets.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Investigations Officer
EWON
01.2019 - 03.2020
- Managed high-volume initial complaints, triaging and resolving issues under strict timeframes and regulatory compliance.
- Drafted plain-English correspondence in line with EWON standards and exceeded quality assurance targets.
- Identified complaint trends, recommending systemic improvements to management and policy teams.
- Mentored junior investigators on best practices and policies, improving overall team performance and cohesion.
- Managed sensitive investigations with professionalism and discretion, maintaining confidentiality of all involved parties.
- Facilitated open communication channels between interdepartmental teams that led to increased collaboration on investigations.
- Presented investigation findings to stakeholders in a clear, concise manner, facilitating informed decision-making processes.
- Determined case direction based on reviews of wide-ranging information.
Teacher
St Mark’s Coptic Orthodox College / St Mary and St Mina College
04.2016 - 01.2019
- Designed and delivered engaging lesson plans tailored to diverse student needs and abilities.
- Implemented technology-based learning tools, resulting in improved student performance and participation.
- Maintained accurate records of student progress and provided clear communication with parents and staff.
Customer Service Officer / Training Facilitator
St George Banking Group
09.2014 - 01.2016
- Supported Relationship Managers in delivering personalised banking solutions to clients.
- Delivered training and onboarding for new staff, improving productivity and operational understanding.
- Produced monthly performance reports and handled complex account maintenance and compliance tasks.
Claims & Investigations / Total Loss Manager Coach
Shannons Motor Insurance
01.2010 - 09.2014
- Managed customer claims, investigations, and escalations, ensuring efficient resolution of issues.
- Delivered one-on-one and group coaching sessions to enhance the skills of new and existing service consultants.
- Maintained high standards of data accuracy and compliance across CRM platforms.
Education
Bachelor of Business -
Swinburne University of Technology
01.2014
Higher School Certificate - undefined
St Mary’s Cathedral College
01.2008
School Certificate - undefined
Marist College Penshurst
01.2005
Skills
- Operations & Compliance
- Team Leadership & Coaching
- Legal & Migration Knowledge
- Client & Stakeholder Engagement
- Reporting & Strategic Submissions
- Process Optimisation
- Trust Account Management
- High-Level Administration
- Training & Staff Development
- Data & CRM Management
- Business Relationship Building
- KPI & Performance Oversight
- Multilingual proficiency
- Business process improvement
- Cross-cultural communication
- Organizational development
- Client collaboration
Languages
English
Native or Bilingual
Arabic
Native or Bilingual
Timeline
Global Manager
Gateway Law & Migration Australia
05.2021 - Current
Close Contact Tracing Team Leader
NSW Health
03.2020 - 05.2021
Investigations Officer
EWON
01.2019 - 03.2020
Teacher
St Mark’s Coptic Orthodox College / St Mary and St Mina College
04.2016 - 01.2019
Customer Service Officer / Training Facilitator
St George Banking Group
09.2014 - 01.2016
Claims & Investigations / Total Loss Manager Coach
Shannons Motor Insurance
01.2010 - 09.2014
Higher School Certificate - undefined
St Mary’s Cathedral College
School Certificate - undefined
Marist College Penshurst
Bachelor of Business -
Swinburne University of Technology
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