ibrahim nassar

Amazon

• Shift ManagerFull Time

  Jan 2022 - Present -3 yrs, 6 months

  Egypt , Cairo
• Logistics supervisorFull Time

  Sep 2020 - Present -4 yrs, 10 months

  Egypt , Cairo

  • Job Details:• Participate in the development and implementation of goals, objectives, policies, and priorities of the organization • Ensure compliance with health and safety and other legal requirements • Use predictions to allocate staff according to need during peak team to adapt with the changes in the volume • Direct and review work plan for assigned staff managing a total number of 20 - 50 Associates, Coordinators, assistants and Team leaders. • ensure that all parties are working together (support functions) to guarantee the effectiveness and efficiency of the operations • Develop delivery schedules and drop shipment strategies • Meet with staff to identify and resolve problems, Select, train, motivate, and evaluate assigned personnel .Responsible of the inbound and outbound team .Handle primary sortation , final sortation and dispatching of the delivery associates

Kidzania Cairo

• Acting As Facility ManagerFull Time

  Jul 2018 - Oct 2019 -1 yr, 3 months

  Egypt , Cairo

  • Job Details:Maintain operation satisfaction with delivery of Facility Management services and support programs to increase customer satisfaction. -Support compliance standards in facility management, financial management and operational policies and procedures. -Meet or exceed site Key Performance Indicators (KPI’s); monitor Service Level Agreements (SLA’s) monthly to identify potential challenges and plan corrective actions accordingly. -Conduct inspections of assigned properties proactively addressing any deficiencies and attend all meetings regarding the facility management. -Create and follow up on corrective work orders and preventive maintenance plan as necessary. -Support work order management for in house staff and third part services provider as necessary. -Support energy management programs to maximize energy efficiency. -Manage all duties in compliance to Master Services Agreement and applicable performance measurements. -Assist in the scheduling and oversight of ongoing facilities projects. -Operation and maintenance of all MEP (HVAC – elevators – emergency power sources – BMS – firefighting and fire alarm systems – CCTV – domestic wear and plumbing systems ) -Manage Safety and security department -Manage the House keeping department -Apply Duty Manager role
• Customer Service & Quality assurance team leaderFull Time

  Mar 2017 - Jul 2018 -1 yr, 4 months

  Egypt , Cairo

  • Job Details:• Applies exceptional customer service and teamwork practices at all times. • Receives, documents, and carefully analyzes incoming support requests, inquiries, and trouble reports. thoroughly documenting each step. • Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers. • Deliver prompt and professional solutions for customer inquiries via phone or email • Maintain history records and related problem documentations for future reference. • Maintain relationships with other internal departments to improve business performance. • Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed. • Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary. • Analyze customer issues so as to develop tools and processes to increase customer satisfaction. • Coordinate special events together with the Marketing team. • Research required information using available resources .Responsible of daily , weekly and monthly reports of customer service & Quality • Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken with follow-up to ensure guest expectations have been exceeded. • Monitors Customer service levels through daily customers feedback and by reviewing comment card results and takes action as required • Ensures that Customer Services standards are being followed • Ensures that the Customer Service/ Call center teams have the latest changes or information to pass on to the Guest , and be able to answer any questions they may have • Tracks and keep records pertaining to all aspects of the call center. • To be responsible for investigation, resolution and reporting of all customer related complaints. • To manage a high quality complaints service which enhances outcomes for KZC guests, informs service improvement and supports quality assurance Taking duties of Duty Manager of the shift .
• customer service coordinator Full Time

  Sep 2015 - Mar 2017 -1 yr, 6 months

  Egypt , Cairo

  • Job Details:• Applies exceptional customer service and teamwork practices at all times. • Receives, documents, and carefully analyzes incoming support requests, inquiries, and trouble reports. • Develop and implement initiatives to improve customer services. • Promptly resolves all issues that fall within the scope of Customer Service staff capabilities, thoroughly documenting each step. • Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers. • Evaluate and prioritize customer inquiries to better serve the customers. • Deliver prompt and professional solutions for customer inquiries via phone or email • Maintain history records and related problem documentations for future reference. • Maintain relationships with other internal departments to improve business performance. • Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed. • Address customers in a professional and respectful manner. • Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary. • Analyze customer issues so as to develop tools and processes to increase customer satisfaction • Managing the department on a day to day basis and leading the team to deliver high standards of visitor’s satisfaction. • Coordinate the agents role assignations • Provide Agents with feedback ( KPI ) • Assign Agents to different posts as well as to breaks • Respond to customer inquiries • Research required information using available resources • Handle and resolve customer complaints • Provide customers with KidZania product and service information • Process orders, forms and applications • Identify and escalate priority issues • Route inquires to appropriate resource • Follow up customer inquiries where necessary • Attend to all types of visits (franchisers, commercial partners, sponsors) • Coordinate special events together with the Marketing team.
• customer service agent Full Time

  Feb 2014 - Sep 2015 -1 yr, 7 months

  Egypt , Cairo

  • Job Details: Post: Customer services supervisor. Responsibility: • Handling customers’ complaints. • Offering relevant & accurate information to the visitors about the city. • Distributing current promotions. • Addressing visitors’ needs and liaising with relevant department. • Audit around the city to ensure visitors satisfaction.