Amr Magdy Hassan

Country Operations ManagerFull Time

• Job Details:- Define and implement annual budget plans and provides regular reports to the headquarters. - Produce business performance reports on a monthly & quarterly basis. - Create, monitor and control all OKRs for all country digital marketing channels. - Responsible for recruiting and managing staff, including performance monitoring, and possibly mentoring and training. - Creating, observing & enhancing employees monthly KPIs. - Planning digital marketing channel needs and targets with each department head related to cost & profit for SEO/SEM, Network marketing activities for UAE & KSA geo. - Responsible for developing a successful development strategy for the country. - Coordinates with all other offices as a country head. - Taking care of internal and external legal formalities - Continually review and monitor market conditions and business performance to suggest what actions we need to take to deliver against our top line growth objectives - Manage the cultural diversity in the organization & maintaining a healthy business environment. - Ensure information is secured & confidential within the country either internally or externally. - Evaluate emerging technologies. - Provide thought leadership and perspective for adoption where appropriate

Order Fulfillment & Customer Service ManagerFull Time

• Job Details:Customer Care, BI & order management duties: - Managed a team of customer care representatives, shipping, order and e-commerce team senior professionals. - Created and developed a full feedback, surveys, or complaints process and procedures for customers. - Analyzed statistics or other data to determine the level of customer service the organization is providing (e.g. Cohort Analysis) - Was responsible for order management of all new and existing customer orders and ensuring a closed loop process of processing all enrollments and shipping out products. - Maintained the highest levels of customer service to internal and external customers using international standards. - Determined staffing requirements. Recruit, train, supervise and appraise human resources. - Contributed to short and long-term organizational planning and strategy as a member of the management team. - Improved the operational systems, processes, and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. (Achievement) Created a fully automated customer compensation system with three stages of compensation types. Content: - Supervised the content team to maintain consistency & distribute workload - Was responsible for the web content related to products. Logistics duties: - Used IT systems & manually created sheets to manage stock levels, delivery times and transport costs. - Developed business strategy & gained new contracts, analyzed logistical problems and produced new solutions. - Set up internal and external tracking and monitoring of service, quality, cost control and reporting on all logistical KPIs. - Continually try to improve and develop business performance within the constraints of legislation, fuel costs, and rising environmental pressures. Used Platforms/Software: MS Office, GDrive, Prestashop, Zendesk, Zopim, Surveygizmo

Customer Service ManagerFull Time

• Job Details:Main responsibilities (Customer Care): - Lead & managed a team of 55 customer service staff. - Manually created monthly & weekly schedules for the contact center for workforce needed (24/7 Contact Center) - Analyzed statistics or other data to determine the level of customer service the organization is providing (e.g NPS) - Investigated and solved customers' issues, that have been passed on by customer service supervisors. - Issued refunds or compensation to customers according to the cases in hand. - Developed feedback, surveys, or complaints procedures for customers. - Developed customer service procedures, policies, and standards for the customer service department. - Recruited, interviewed and personally selected the CS staff starting from the agents to the supervisors. - Provided the appropriate training to staff to deliver a high standard of customer care. - Read relevant journals, going through meetings and attended online courses to keep up with the competition in order to develop in the customer care department. (Achievement) Developed a full plan for a system migration and successfully passed with 2% order fail rate in less than 8 hours till stability. Content: - Was responsible for the web content related to products and vendors. - Supervised the content team to maintain consistency & distribute workload Additional responsibilities: - (Digital Marketing - SEM) Implementation of Keyword Research, saw the direct results of the keyword research and took part in its implementation. - (Digital Marketing - SEO) Assisted in writing content for the SEO campaigns. - (Digital Marketing - Social Media) Supervised the social media team on taking care of the Facebook page for selecting the appropriate content, visual & type of posts. - (HR) In consultation with the appropriate manager, interviewed staff with appropriate skills for each project activities as needed. Used Platforms/Software: MS Office, GDrive, Backend, Salesforce, Zendesk, Zopim