Abd Elgalil Mohamed Hammad

Operation ManagerFull Time

• Job Details:Operations Manager FROM MARCH 2016 TILL NOW • assisting the GM with all the requested reports. • The focal point between Egypt and Italy. • Creating the System as this is a new brand and still in the startup stage. • Receiving and handling all kinds of customer’s and the follow process for feedback and after sale. • The contact person between Egypt and Italy for all requirements technical and administrative. • Supervision of the place Maintenance and cleanness. • Responsible for the support office (Admin, Office boys & runners), Customer Service Dept. & Installation and Delivery Dept. • Handling the shipping process from Italy to Cairo. • Responsible for all kind of reports and presentation. • Providing admin. Support to department staff. • Data entry into System. • Receiving and handling incoming and outgoing mail (letters, faxes, or e-mails). • Handling filling. • Drafting letters, faxes, e-mails, proposals, and spread sheets. • Giving the technical support for the Mitron Designing System. • Observing all show rooms maintenance and display. • Observing all purchasing procedures. • Observing admins and sales attendance , appearance and performance. • Report all activities to the General Manager.

Customer service ManagerFull Time

• Job Details:Job Overview: Developing an outstanding CRM system to Understand Sales processes which means what is involved in winning new business and being the tool to help the organization understanding what their customers want and need, also connection with the other departments to insure full cooperation to the customer's needs and viewpoint with the best quality. In addition, builds customer loyalty by providing excellent customer service through the coaching and development of call center sales agents. Additional challenges include process improvement, monitoring and managing staff performance, communicating openly and frequently, demonstrating integrity, and leading by example. Tasks: 1. Managing the Customer service Department fully starting from the employees, system, online website and being the link between other departments. 2. Design incentives for people to change the way that they perform their jobs and Motivation by selling the benefits of the CRM to the users and top Management 3. Setting the process and performance framework for business transformation for a CRM implementation i.e. business and process analysis and then designing the CRM application so it meets the business requirements of the organization 4. Analysis of any problems, errors and what information will help them perform their jobs more effectively 5. Coordinate with the Marketing and Sales department to run campaigns through the call-center, website, social networking sites and e-marketing. 6. Managing the company's database and categorize, sorting it in preparation for full benefit use (Cross-selling) 7. Manage Full Marketing regarding his division according to the direct manager's guidelines. 8. Evaluating the employees monthly, coaching and sending monthly feedback to his manager and the HR manager for Appraisal.

Customer Service Team LeaderFull Time

• Job Details:• Contributed in Initiating the customer service department , Knowledge base , schedules , house roles , forms , data analysis applications ) • Supervises and coordinates activities of workers engaged in customer service activities & observes and evaluates teams’ performance. • Plans, prepares, and devises work schedules, according to budgets and workloads. • Issues instructions, assigns duties to workers & train them. Communicates with other departments and management to resolve problems and expedite work. • Effectively answer and resolve customer issues using professional customer service skills. • Initiate, participate in, complete, and present special projects that enhance the overall performance of the department. • Manage effective operation and processing of both inbound and outbound customer calls. • Using the phone to get sales, prepares list of leads, delivers benefit statements, handles objections, and records statistics to • Speech quality controls to ensure all deals go through the “first time”. • Manage and priorities the daily activities in order to ensure that service levels are achieved. • Work pro-actively with the team to enhance our Customer Service culture and ensure that we act at all times in accordance with the principle of excellent customer service. • Improving customer service based on client feedback through the development of new policies and procedures. Successfully handled all customers’ issues.