Basic Info

Mowafy Mowafy

9 years

Giza, 6 October, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Service and Support Supervisor at SouQ.Com

Experience Details

Customer Service and Support Supervisor

Sales/Retail

Manager

• Responsible for handling & answering CRM emails & ensures 24 hours response
• Ensure that each customer receives outstanding customer service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining solid product knowledge and all other aspects of customer service.
• Facilitate training of new staff and coach team members in an effective way
• Monitor all assignments to ensure data integrity
• Plans, prepares, and devises work schedules, according to workloads
• Issues instructions and assigns duties to the team
• Trains, instructs and provides support to team members
• Communicates with other departments and management to resolve problems and expedite work
• Interprets and communicates work procedures and company policies to staff
• Helps workers in resolving problems and completing work
• Resolves complaints and answers questions of users regarding services and procedures
• Reviews and checks work of team such as reports
• Prepares, maintains, and submits reports


Company Details

SouQ.Com (multinational)

Cairo - Maadi, Egypt

101-500 employees

Internet/E-commerce

WWW.SouQ.Com

Sep 2011 to present (5 years 3 months)
Quality Control Supervisor at SouQ.Com

Experience Details

Quality Control Supervisor

Sales/Retail, Customer Service/Support

Manager

- Adequate processes and controls to remain competitive and give an excellent service in the short and long term.
- Reviews important processes in the customer service department and ensures that such processes are adequate.


Company Details

SouQ.Com (multinational)

Cairo - Maadi, Egypt

101-500 employees

Internet/E-commerce

WWW.SouQ.Com

Jul 2013 to present (3 years 5 months)
Top Seller Account Manager at Souq.com - Current

Experience Details

Top Seller Account Manager

Sales/Retail

Experienced (Non-Manager)

Responsible for managing the mobile and tablet category through all market place sellers.

Communicate the best selling items with their ASP to all the sellers in order to keep the performance of sales.

Send the sales report weekly/ monthly in order to track the weaknesses and set an action plan to work on it.

Make a weekly survey to the offline/ online market to make sure that we have the price leadership.

Work with Merchandising/ Marketing team to push the WOW offers through the paid/ or non paid channels.

Maintaining a long term relationship with accounts and maximizing sales opportunities within them.

Focusing on growing and developing existing clients, together with generating new business.

Write business plans for all current and opportunity tender business.

Communicate clearly the progress of monthly/quarterly initiatives to the top sellers.

Forecast and track key account metrics.

Assist with high severity requests or issue escalations as needed.


Company Details

Souq.com - Current (multinational)

Cairo, Egypt

101-500 employees

Internet/E-commerce

N/A

Jan 2015 to present (1 year 11 months)
Act as customer service manager at Health Insurance Orgnization

Experience Details

Act as customer service manager

Customer Service/Support

Manager

* providing help and advice to customers using your organisation's products or services;
* communicating courteously with customers by telephone, email, letter and face to face;
* investigating and solving customers' problems, which may be complex or long-standing problems * that have been passed on by customer service assistants;
* handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
* issuing refunds or compensation to customers;
* keeping accurate records of discussions or correspondence with customers;
* analysing statistics or other data to determine the level of customer service your organisation is providing;
* producing written information for customers, often involving use of computer packages/software;
* writing reports analysing the customer service that your organisation provides;
* visiting customers to provide a one-to-one service;
* developing feedback or complaints procedures for customers to use;
* developing customer service procedures, policies and standards for your organisation or department;
* meeting with other managers to discuss possible improvements to customer service;
* being involved in staff recruitment and appraisals;
* training staff to deliver a high standard of customer service;
* leading or supervising a team of customer service staff;
* learning about your organisation's products or services and keeping up to date with changes;
* keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.


Company Details

Health Insurance Orgnization

Cairo - Nasr City, Egypt

More then 1000 employees

Healthcare and Medical Services

N/A

Aug 2010 to Sep 2011 (1 year 1 month)
Customer Service & Technical Support Rep at TE Data

Experience Details

Customer Service & Technical Support Rep

IT/Software Development

Experienced (Non-Manager)

* Provide client support and technical issue resolution via phone.
* Configuration of client’s equipment to connect to the Internet via modem/DSL Router (Dialup/DSL customers only).
* Configure software to connect to Internet application servers.
* Obtain general understanding of OS and application operations related to company offered services.
* Identify and correct or advise, on operational issues in client computer systems.
* Able to work independently and efficiently to meet deadlines.
* Self motivated, detail-oriented and organized.
* Experience with hardware and software issues.
* Proficient in Internet related applications such as E-Mail clients, FTP clients and Web
* Excellent communication (oral and written), interpersonal, organizational, and presentation skills.


Company Details

TE Data

Cairo, Egypt

More then 1000 employees

Internet/E-commerce

N/A

Sep 2010 to Sep 2011 (1 year)

Education

Bachelor's Degree in Law

Education Details

Bachelor's Degree

Law

Faculty of law, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of law
2003 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Oraby's School

Egypt

2003

C / Good / 65 - 75%

N/A

Oraby's School
2003

Certifications

CCNA
Aug 2010

Certificate details

CCNA

Aug 2010

N/A

N/A

N/A

N/A

MCSE
Nov 2010

Certificate details

MCSE

Nov 2010

N/A

N/A

N/A

N/A

Certificate details

Creative Thinking and Decision Making Program

Mar 2015

N/A

N/A

N/A

Brilliance

N/A

Certificate details

Customer Service Excellence Program

Mar 2015

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Managment Course

May 2012

SouQ.Com

N/A

Training/Course Details

HR Role In Change Management

Feb 2013

Nibras

Online Course

Training/Course Details

Communication Skills at Souq.com

Mar 2012

Souq.com

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

Account ManagementAct As Customer Service ManagerBusiness DevelopmentCCNAChallengesCommunication Skills At Souq.comCreativeCreative Thinking And Decision Making ProgramCustomer ServiceCustomer Service & Technical Support RepCustomer Service And Support SupervisorCustomer Service Excellence ProgramCustomer-orientedE-commerceEmpowermentEnglishFootballHRHR Role In Change ManagementHard WorkerHealthcare And Medical ServicesITInternetLawMCSEManagment CourseMicrosoft OfficeOrganizerProblem SolverQuality Control SupervisorReadingRetailSalesSoftware DevelopmentSouQ.ComSouq.com - CurrentSupportTop Seller Account Manager

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Intermediate

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

1-3 years

Internet

Internet

: Expert

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Account Management

Account Management

: Expert

: Extreme - I love it!

:

1-3 years

Customer service

Customer service

: Advanced

: Medium

:

3-5 years

HR

HR

: Beginner

: Medium

:

Less than 1 year

Key Skills

Hard worker, Customer-oriented, Creative, Organizer, Problem Solver

Online Presence

http://www.linkedin.com/pub/mowafy-fathy/44/51b/911https://twitter.com/Mowafyy

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