Basic Info

Mohamed Zakaria

More than 15 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

: Customer Service Director at AL ROWAD Group for Constructions, Development and Real State

Experience Details

: Customer Service Director

Customer Service/Support

Manager

• Develops and implements policies.
• Responsible for employees’ training and development.
• Share with the management team to align customer service department policies and systems with the company's objectives.
• Oversees customer issues and ensure effective and long-term problem resolution.
• Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
• Maintains in-depth working knowledge of Company systems and processes.
• Sets performance standards to meet service goals of company.
• Coaches Customer Service Team in order to achieve high performance.
• Structures the training agenda for department members.
• Measures Customer Service Representatives’ performance and makes employment decisions.
• Provides feedback to the company regarding service failures or customer concerns.
• Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
• Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
• Assists Customer Service Representatives, Reps/Dealers/Sales in troubleshooting orders that require special handling.
• Responds to customer inquiries and problem solving in a professional and effective fashion.
• Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company process knowledge and strong skills in negotiating and selling.


Company Details

AL ROWAD Group for Constructions, Development and Real State (multinational)

Cairo, Egypt

101-500 employees

Real Estate/Property Management

www.alrowadgroup.com/

Dec 2012 to present (4 years)
Operation Manager at I2 - NOKIA agent in the Middle East

Experience Details

Operation Manager

Customer Service/Support, Sales/Retail

Manager

 Achieve the yearly plan (Resources, goals, objectives and targets)
 Organizing special promotions, displays and events.
 Establishing the department structure and strategic management.
 Assigning responsibility of specific tasks or processes to specific individuals.
 maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing;
 Developing the process, training, process testing, documentation, and integration
 Complaints handling by managing / directing the complaints team.
 Handle more than 140 employees.
 Handle 21 stores
 Set monthly reports to NOKIA
 Handle all customer service issue between i2 and NOKIA head office
 Handle all customers' issues
 Prepare staff appraisals
 Make Training programs for customer service / Retail team.


Company Details

I2 - NOKIA agent in the Middle East (multinational)

Cairo, Egypt

501-1000 employees

Telecommunications

www.i2-stores.com/

Jan 2004 to Apr 2012 (8 years 3 months)
Area Sales Manager at RAYA - NOKIA agent

Experience Details

Area Sales Manager

Sales/Retail

Manager

▪ Achieve required monthly and yearly targets.
▪ Handle the sales of Cairo area.
▪ Introduce and explain products.
▪ Determine and fulfills the needs of customer.
▪ Display merchandise.
▪ Emphasize benefits and features through excellent product knowledge.
▪ Achieves required monthly and yearly targets.
▪ Sell NOKIA mobile phones.
▪ Market information.
▪ Assigns duties to sales team.
▪ Sell NOKIA mobile phones and acc.
▪ Daily sales reports.
▪ Handle 2 employees.


Company Details

RAYA - NOKIA agent (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

www.rayacorp.com

Jan 2000 to Jan 2004 (4 years)
Shop Manager at RAYA - NOKIA agent

Experience Details

Shop Manager

Sales/Retail, Customer Service/Support

Manager

▪ Achieve required monthly and yearly targets.
▪ Handle, assigns duties to staff and prepare their appraisal.
▪ Schedules daily, weekly and monthly work shifts, breaks and vacations.
▪ Train the employee in store policies, department procedures and job duties
▪ Order merchandise, supplies and equipments from the head office - Records delivery of merchandise compares records with merchandise ordered and report discrepancies.
▪ Inspects merchandise for any defects possibilities to correctly visual merchandise.
▪ Follow after sales services and customer relations.
▪ Install and removes department cash register receipt tape and audits cash receipts
▪ Achieves required monthly and yearly targets



Company Details

RAYA - NOKIA agent (multinational)

Cairo, Egypt

501-1000 employees

Telecommunications

www.rayacorp.com

Jan 1998 to Jan 1998 (1 month)

Education

Master's Degree in Public Relation and advertising

Education Details

Master's Degree

Public Relation and advertising

Cairo University, Egypt

Not specified

N/A

N/A

Cairo University
2016 - 2019 (Expected)
Mass Communication College in General

Education Details

Mass Communication College

General

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
1999 - 2016
High School - Thanaweya Amma

High School Details

Thanaweya Amma

el kedewya

Egypt

1990

Not specified

N/A

el kedewya
1990

Certifications

Certificate details

Business Administration-AUC

May 2016

N/A

N/A

N/A

American University In Cairo

The foundation certificate in

Training and Courses

Training/Course Details

▪ Advanced customer service skills –Good quality of service and customer’s relations

Jan 1999

PPT - London

N/A

Training/Course Details

▪ Senior management skills Dell Carnegie institution.

Aug 2007

Dell Carnegie institution

N/A

Training/Course Details

Finance for non-financials

Feb 2012

EGYPT Institute

N/A

Training/Course Details

Customer Service and Selling by DISC

May 2014

Pro Mark

N/A

Training/Course Details

Marketing for new managers

Mar 1999

Al Ahram Advertising agency

N/A

Training/Course Details

The etiquette of customer service

Mar 2001

IMI academy Dr. Ghada Gomaa

N/A

Training/Course Details

The protocol of customer service -

May 2001

IMI academy Dr. Ghada Gomaa

N/A

Training/Course Details

Leader ship skills .

May 2007

Carnegie institution

N/A

This profile is fresh!
Last update 3 days ago.

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Profile Skills and Keywords

: Customer Service Director? Advanced Customer Service Skills Good Quality Of Service And Customers Relations? Senior Management Skills Dell Carnegie Institution.AL ROWAD Group For Constructions, Development And Real StateAnalytics Of PersonalityArabicArea Sales ManagerBing BongBlogger CreationBusiness Administration-AUCBusiness DevelopmentBusiness-orientedCourageCreativeCustomer ServiceCustomer Service And Selling By DISCCustomer-orientedDecision Making And Problem SolvingEnglishFinance For Non-financialsGeneralI2 - NOKIA Agent In The Middle EastLeaderLeader Ship Skills .LogicMarketing For New ManagersMicrosoft OfficeMilitantNegotiationOperation ManagerPresentation SkillsPresenterProperty ManagementPublic Relation And AdvertisingRAYA - NOKIA AgentReadingReal EstateRetailSalesShop ManagerStrategic ThinkingSupportTelecommunicationsThe Etiquette Of Customer ServiceThe Protocol Of Customer Service -TrainingUnity The Goal

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Training

Training

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Blogger creation

Blogger creation

: Advanced

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Training

Training

: Expert

: Extreme - I love it!

:

More than 7 years

Negotiation

Negotiation

: Expert

: Extreme - I love it!

:

More than 7 years

Decision making and problem solving

Decision making and problem solving

: Expert

: Extreme - I love it!

:

5-7 years

Sales

Sales

: Expert

: Extreme - I love it!

:

More than 7 years

Customer SErvice

Customer SErvice

: Expert

: Extreme - I love it!

:

More than 7 years

Presentation Skills

Presentation Skills

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Leader, Business-oriented, Presenter, Customer-oriented, Creative

Online Presence

https://eg.linkedin.com/in/mohamed-zakaria-2b21b282https://www.facebook.com/zakariahttps://mobile.twitter.com/home?login=1472032491987http://goo.gl/oYKcRe

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