Basic Info

Mohamed Hammad

14 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Sales Support Manager at TravRays Travel Technology

Experience Details

Sales Support Manager

Customer Service/Support

Manager

Below were some of my main responsibilities:
-Managing daily activities of the operational sales support function.
-Responsible for TravRays Egypt's human resources development program.
-Oversee workflow of all business processing including preparation of reports, charts, and other statistics to support and direct the sales department.
-Assist with budget management to ensure expenses meet target goals.
Responsible the hiring process.
-Resolving more complex customer requests or complaints.
-Developing and implementing promotional events and interacts with suppliers to increase sales volume


Company Details

TravRays Travel Technology

Giza, Egypt

51-100 employees

Travel and Tourism

www.travrays.com

Nov 2016 to present (1 year)
Customer service trainer at Airarabia

Experience Details

Customer service trainer

Human Resources, Education/Teaching, Training/Instructor

Experienced (Non-Manager)

Develop contents and design training programs based on the requirements of different departments.
•Deliver training ensuring that staff is motivated and encouraged to exceed customer expectations
•Design and Implement training systems and processes (soft skills), to achieve customer defined metrics and devise methods to improve training design & delivery.
•Manage constant liaison with all departments to ensure that all the training requirements are being dealt with.
•Coach the staff at the place of work.
•Working with the customer service training manager to continually monitor, and assess training materials ensuring that all changes in policy, operational requirements and legislation are incorporated in the training to ensure compliance at all times.
•Ensure that all training is conducted to the highest levels ensuring security, safety and service standards are provided by all departments.
•Provide accurate and comprehensive reporting as required.
•Communicate with the relevant line managers to ensure maximum staff attendance for training at all times.
•Monitor and take action as required to ensure all staff while on duty perform their duties strictly in accordance with company policy, procedure and perform as they have been trained.
•Below are some of the training programs that i have designed and successfully delivered:

1.Basic customer service for frontline staff
2.Level II (Aligned with the requirements of Level 2 NVQ certificate in customer service -City&Guilds;)
3.Presentation skills
4.Basic selling techniques
5.Complaint handling for call center agents
6.Emotional intelligence at work
7.Teambuilding
8.Leadership and management
9.Special Assistance Team training
10.Coaching
11.Presentation Skills
12.Time Managmen


Company Details

Airarabia (multinational)

Sharjah, United Arab Emirates

More than 1000 employees

Airlines/Aviation

www.airarabia.com

Jan 2013 to Jan 2016 (3 years)
Customer care specialist at Airarabia Egypt

Experience Details

Customer care specialist

Customer Service/Support

Entry Level

- Airline ticketing
- Following up with on hold bookings
- Answering general customers and stakeholders' inquiries
- Informing passenger and travel agencies about flight disruptions and find the best alternative for them
- Provide the call center manager with the monthly revenue reports
- Monthly and daily revenue monitoring for the call center bookings
- Participating actively in sales blitz and brand orientation campaigns
- Managing the appointed sales agents accounts and training their staff
- Responsible for handling customer complaints and feedback submitted on the company's official websites and coordinating with various departments to ensure service recovery.


Company Details

Airarabia Egypt

Alexandria, Egypt

51-100 employees

Airlines/Aviation

N/A

Nov 2011 to Dec 2012 (1 year 1 month)
Customer service associate at Sutherland global services

Experience Details

Customer service associate

Customer Service/Support

Entry Level

Sutherland Global services is the perfect environment for understanding the BPO industry and it is a great learning opportunity. The initial training d was an extreme makeover for me. I was one of the team members who had a great influence on the decision of the regional managers of AT&T to become the first client for Sutherland Global Services Egypt, and we successfully made it. Below you can see some of the main tasks that i was required to do.

-Handling customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
-Offering alternative solutions where appropriate with the objective of retaining customer's business.
-Handling business transactions in connection with activation of new customer accounts on a computer terminal.
-Communicating with customers using web-based tools and demonstrating the associated proficiency in typing and grammar.
-Making financial decisions to protect/collect revenues and adjusts customer accounts.
-As a team member i was required to achieve a sale quota.
-Continuously maintaining a broad working knowledge of AT&T practices and operations
-demonstrating continued and consistent proficiency in most of the skill sets utilized within the Host Call Center.
-Assisting management with scheduling and tracking of the workforce and vacation schedules in accordance with set Company guidelines and requirements.
-Assisting in training new employees and performing other duties as assigned by management.


Company Details

Sutherland global services (multinational)

Alexandria, Egypt

More than 1000 employees

Outsourcing/Offshoring

www.sutherlandglobal.com

Nov 2010 to Jul 2011 (8 months)

Education

Baccalaureate degree in Commerce

Education Details

Baccalaureate degree

Commerce

Alexandria University, Egypt

C / Good / 65 - 75%

Accounting Taxation Puplic finance Logistics Financial institutes Management Zakat accounting International economics Microeconomics Macroeconomics Managerial issues Cost accounting Business law

Major accounting English section

Alexandria University
2004 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

zahran language school

Egypt

2004

A / Excellent / 85 -100%

N/A

zahran language school
2004

Certifications

Certificate details

Introductory Award in Training Skills 1106

Feb 2013

N/A

N/A

AZT4455

City and guilds

N/A

Certificate details

Level II IVQ diploma in training skills 1106 -02

Jul 2014

N/A

N/A

AZT4455

City and guilds

N/A

Training and Courses

Training/Course Details

Business process outsourcing skills

Sep 2010

Information technology institute

EDU Egypt BPO Program targets students in their senior academic year. I was trained on a set of skills that enabled me to join the global market and the field of BPO specifically. Modules covered during the 9 months program: § Voice and Accent § Language Practice § Customer Service Skills § Business Skills § Soft Skills § Aptitude Skills § Analytical Thinking skills § PC skills § Cultural Sensitivity § BPO Industry Orientation

Training/Course Details

Microsoft Office Powerpoint 2010 - Level III

Nov 2013

Sitespower training center Dubai

N/A

Training/Course Details

English for Communication Advanced Conversation - Level 12

Aug 2008

Amideast

N/A

Training/Course Details

Aviation Security

Jan 2015

Airarabia academy

This course introduces you to the security measures and regulations necessary to have a better work responsibly in the industry of aviation. It also provides examples of practices you can apply in your workplace to identify and prevent potential security threats.

Training/Course Details

Airside Safety Training Course

Jan 2015

Airarabia academy

Key topics covered: -The airport environment -The airport -Communication -Hand signals -Aircraft ground support equipment -Security and Safety -Security -Aircraft danger zones -Health and safety -Severe weather conditions, -Traffic rules at the ramp -Accident and incident reporting -Fire and first aid -Fire prevention -Fire protection and fire action -First aid

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Profile Skills and Keywords

API IntegrationAirarabiaAirlinesAirside Safety Training CourseAviationAviation SecurityBusiness Process Outsourcing SkillsCommerceCustomer Care SpecialistCustomer ServiceCustomer Service AssociateCustomer Service TrainerCustomer SupportCustomer-orientedDetails-orientedDivingEnglishEnglish For Communication Advanced Conversation - Level 12Human ResourcesIntroductory Award In Training Skills 1106LMSLeadership And ManagementLearningLearning And DevelopmentLevel II IVQ Diploma In Training Skills 1106 -02Microsoft OfficeMicrosoft Office Powerpoint 2010 - Level IIIOTAOffshoringOutsourcingPresenterReadingSales Support ManagerSocialSocializingSupportSupportiveSutherland Global ServicesTNATeachingTeam BuildingTrainingTravel And TourismTravelling

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

LMS

LMS

: Expert

: Extreme - I love it!

:

1-3 years

TNA

TNA

: Expert

: High

:

1-3 years

OTA

OTA

: Advanced

: Extreme - I love it!

:

Less than 1 year

API integration

API integration

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Microsoft office

Microsoft office

: Intermediate

: High

:

More than 7 years

Fields of Expertise

Customer support

Customer support

: Expert

: Extreme - I love it!

:

More than 7 years

Travel and Tourism

Travel and Tourism

: Advanced

: Extreme - I love it!

:

3-5 years

Learning and development

Learning and development

: Intermediate

: Extreme - I love it!

:

1-3 years

Airlines

Airlines

: Intermediate

: Extreme - I love it!

:

3-5 years

Leadership and management

Leadership and management

: Beginner

: Extreme - I love it!

:

Less than 1 year

Key Skills

Presenter, Customer-oriented, Details-oriented, Social, Supportive

Online Presence

https://www.linkedin.com/in/mohamedhammad1https://www.facebook.com/mohamed.farid.3975

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