Basic Info

Mina Roshdey

8 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Customer service and Delivery Director Assistance at Ragab Sons

Experience Details

Customer service and Delivery Director Assistance

Operations/Management, Customer Service/Support, Sales/Retail

Manager

• Customer Service Director Deputy : (Feb 2015 – Till now)
• Call Center Manager, Manager 51 Agent with 4 supervisor.
• Place the Delivery Department Target up on Company strategy
• Solve Department Problem to reduce the turn over and develop the resources.
• Project launcher For Front End new mirage for the Customer service and Cashier.
• Place the candidate’s interview for Delivery, Customer service and Call Center.
• Conduct the initial training for new employee at the company on weekly base.
• Follow up and solve any customer complaint.
• Solve and escalate case to the CEO with the proper action


Company Details

Ragab Sons

Nasr City, Cairo, Egypt

More than 1000 employees

Retail

www.awaldragab.com

Feb 2015 to present (1 year 10 months)
Customer Service and Delivery Area Manager at Ragab sons

Experience Details

Customer Service and Delivery Area Manager

Customer Service/Support

Manager

• Customer Service and Delivery Area Manager: (September 2013 – Feb 2015 )
• Assets in building the customer service department and organization.
• Leading, restructuring and development of the Customer Service organization.
• Responsible of developing the business relationship with the company’ customers in order to converge business interests.
• Managing 13 branches with each store have 7 stuff between supervisor and customer service agent.
• Acting as Loyalty program manager , Mobile application launcher
• Project launcher of CRM application for the entire branch and unify Complain system to be the master for all other department such as Operation, human resources and marketing.
• Train and Follow up for the Customer service police and Rule on all the branches by conducting the initial training for all the new comer in the organization.
• Mentoring customer behavior and solve any customer problem on spot
• Retrain any weak performance or new employee at any Store
• Weekly evaluation for the overall store performance in customer service
• Monthly evaluation for the entire customer service department and store Manager.
• Motivation computations applied by the stuff customer vote for him to be customer idol for this month with a money incentive and certificate.
• Support in creating KPI for customer service department and draw the road map for the next quarter.


Company Details

Ragab sons (multinational)

Cairo, Egypt

More then 1000 employees

Retail, Consumer Services

http://www.awladragab.com/

Sep 2013 to Feb 2015 (1 year 5 months)
Customer services Supervisor at Spinneys Middle East

Experience Details

Customer services Supervisor

Sales/Retail

Manager

-Customer care Supervisor at city stars mall
- handle customer services team 10 agent , manage day to day work and performance
- handling all the customer complain , enquiry and problem
- Manage the Customer services team
-Manage the refund budget in a monthly report
-Manage the shelf problem . pricing problem .
-Report to Store Manager
-Handle all the Credit card machine refund case and problem and escalate with the Bank
- Handle all the Call centre issue with any complain for thanks mail .
-cascade and resolve the problem to achieve the highest customer satisfaction level
-achieves the A class customer services in the retail market


Company Details

Spinneys Middle East (multinational)

nasr city, Egypt

More then 1000 employees

Retail

www.spinneys-egypt.com

May 2012 to Aug 2013 (1 year 3 months)
Customer Care Executive at Gourmet Egypt

Experience Details

Customer Care Executive

Customer Service/Support

Experienced (Non-Manager)

- Handle customer complain and order
- manage customer problem with store and delivery
- support in the up selling and cross selling
- Support marketing aides
- Manage call center issue concerning tech issue and product problem
- Handling customer complain and problem through mails and customer inquiry


Company Details

Gourmet Egypt

Egypt

101-500 employees

Food and Beverage Production

N/A

Sep 2011 to Jan 2012 (4 months)
Financial adviser for visa and master card at Financial adviser company

Experience Details

Financial adviser for visa and master card

Banking

Experienced (Non-Manager)

- we are working will all of the bank allover the state for all visa and master card company and americanexpesse and discover card
- for qualified client as we keep customer as an active account holder wit the bank and lowering the high interest rate on all of his cards


Company Details

Financial adviser company (multinational)

Orlando Florida, United States

501-1000 employees

Banking

N/A

May 2011 to Oct 2011 (5 months)
Customer care relation officer at Citibank India

Experience Details

Customer care relation officer

Customer Service/Support

Entry Level

outdoor sales for master card for all the gold and silver card- poaching account for Citibank Credit card ,
Mange the relation ship in between the bank and the customer by solving customer problem if its exist make up selling and cross selling for it


Company Details

Citibank India

Egypt

More then 1000 employees

Banking

N/A

Jul 2011 to Oct 2011 (3 months)
Senior premium Representative at Vodafone

Experience Details

Senior premium Representative

Customer Service/Support

Experienced (Non-Manager)

AdvisorI was in project management for Vodafone with outsourcing vendor (teleperformance contact centre) as head count management for all the process, calls routing, achieving services level and bills paid by Vodafone to another Vendor company, this for data entry process and hard copy, act as Vodafone client managing the whole account with the ACM (account call centre manager), get a good experience how to make a relation between vendors and outsourcing company interaction experiences,



Before it my Position was senior call centre agent for premium customer , handle the premium and platinum Vodafone customer with all GSM inquiry problem solving in a very professional way and time and top achiever in crosses sales and up selling , support all the tech queue for blackberry and usb , Iphone and corporate large or SME , SOHO account



Company Details

Vodafone (multinational)

London, United Kingdom

More then 1000 employees

Telecommunications

www.vodafone.com.eg

Jul 2009 to Apr 2011 (1 year 9 months)
Senior premium representative at Vodafone Egypt

Experience Details

Senior premium representative

Customer Service/Support

Manager

I was loan as head count management for Vodafone project with telepereformacne contact center for inbound and hardcopies, acting as Vodafone client managing the project changing process ,make sure that company achieved required task
Handle premium customer value, tech support for blackberry and iphone, Usb modem problems, collection deals and payment, account angel for corporate customer end user and authorized
High value customer representative
Core & med customer representative
ETisal
Call center at offshore project for UAE (Project launcher), handle calls from UAE for direct inquiry


Company Details

Vodafone Egypt

Egypt

More then 1000 employees

Telecommunications

N/A

Aug 2009 to Jan 2011 (1 year 5 months)
Call center agent adviser at Offshore etisal

Experience Details

Call center agent adviser

Customer Service/Support

Entry Level

- handle calls from united Arab Emriates for direct inquiry about the contact for all the private , public , governmental and social sector


Company Details

Offshore etisal (multinational)

Abu Dhabi, United Arab Emirates

More then 1000 employees

Telecommunications

www.etisal.com

Dec 2008 to May 2009 (5 months)
Call center agent for offshore project at Etisal International Co

Experience Details

Call center agent for offshore project

Customer Service/Support

Entry Level

- Project launcher for Direct inquiry Etisalat offshore project for UAE Customer
-Direct inquiry for the contact number of any services , product . Governmental section , Private section , any information the United Arab Emirates


Company Details

Etisal International Co

Egypt

N/A

Consumer Services

N/A

Dec 2008 to Jan 2009 (1 month)
Hr tranee at Cemex

Experience Details

Hr tranee

Manufacturing/Production

Student

N/A


Company Details

Cemex (multinational)

Mexico

More then 1000 employees

Manufacturing

www.cemex.com

Jul 2008 to Sep 2008 (2 months)
Hr trainee at CEMEX

Experience Details

Hr trainee

Human Resources

Entry Level

-hr trainee as internship program at HR department development and planing
-support in screening process and interviewer test
-support in development department in course taken and instructor plan to be implemented with good time management
- rearrange library data base for the factory
- rearrange HR candidate data base for candidates pool


Company Details

CEMEX

Egypt

More then 1000 employees

Human Resources

N/A

Jul 2008 to Jan 2008 (6 month)
Customer care bank tranee at Banque Du Caire

Experience Details

Customer care bank tranee

Banking

Student

N/A


Company Details

Banque Du Caire

Egypt

More then 1000 employees

Banking

N/A

Aug 2007 to Aug 2007 (1 month)
Intern ship program (intern) at BANQUE DE CAIR

Experience Details

Intern ship program (intern)

Banking

Entry Level

joined as trainee for customer care , Teller, loan department,
-ATM system calculation and cash flow statement
-credit card (august 2007)


Company Details

BANQUE DE CAIR

Egypt

More then 1000 employees

Banking

N/A

Jul 2007 to Jan 2007 (6 month)

Achievements


Personal skills: • Quick witted person, hard worker. • Had a high positive way thinking. • Accommodate with any kind of people. • Maintain the confidentiality of work. • Able to learn new tasks quickly Courses: • Strategic planning and career development at innovation (may 2010) • The initial training of communication & sales skills (mar 2010) • ICDL: international computer driving license (June 2008 ) • DEVELOPMING THINKING AND MANEGMENT skills (JULY 2008) • Soft skills & interview skills (may 2008 ) • Computerized accounting (October 2007 ) • Leader ship award with (SIFE) (2006& 2007) • Leader ship award from luma core organization (December 2005) • EGYPTION BANK INSTITUTION: ( July 2007) • I was a karate teacher at “Y M C A”(1994-2001)

Education

commerce English department in accounting

Education Details

commerce English department

accounting

Faculty of commerce english department, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Faculty of commerce english department
2004 - 2008
bc of commerce english department in accounting

Education Details

bc of commerce english department

accounting

Assiut University, Egypt

C / Good / 65 - 75%

N/A

N/A

Assiut University
2004 - 2008
College Diploma in science of science

Education Details

College Diploma

science of science

salam language school, Egypt

B / Very Good / 75 - 85%

N/A

N/A

salam language school
1992 - 2004
High School - Thanaweya Amma

High School Details

Thanaweya Amma

salam language school

Egypt

2004

B / Very Good / 75 - 85%

N/A

salam language school
2004

Certifications

Certificate details

leader ship skills

Jan 2007

N/A

N/A

N/A

Sife . student in free enterprise


* “S I F

TOEFL
Aug 2008

Certificate details

TOEFL

Aug 2008

N/A

N/A

90

Assuit university

N/A

Training and Courses

Training/Course Details

•Strategic planning and career development at innovation (may 2010)

May 2010

innovation

- strategic planning - use many techniques for analyses like SWAT and fish - put Goal and with a vision then make a road map for it

Training/Course Details

•Strategic planning and career development at innovation (may 2010)

May 2010

innovation

- strategic planning - use many techniques for analyses like SWAT and fish - put Goal and with a vision then make a road map for it

Training/Course Details

• The initial training of communication & sales skills

Mar 2010

alico

- sales skills , how to sell a product - how to understand the customer characters - how to get the catch - how to interact with each one .by his own way

Training/Course Details

• ICDL: international computer driving license (June 2008 )

Jun 2008

IBM center

-office -windows -internet user - IT information

This profile is fresh!
Last update 8 days ago.

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Profile Skills and Keywords

AccountingAnalyticalAnalytically-communicative WorkerNegotiatorPresenterCustomer-orientedCreativeInitiativeOrganizerProblem SolverFlexible / AdaptiveDetails-orientedInnovativePersistentSocialHandles StressEntrepreneurInteractiveTeam PlayerSupportiveApple ApplicationsArabicBankingBusiness DevelopmentCall CenterCall Center AgentCall Center Agent AdviserCall Center Agent For Offshore ProjectCall Center SupervisorCemexConsumer ServicesCreativeCustomer CareCustomer Care Bank TraneeCustomer Care ExecutiveCustomer Care Relation OfficerCustomer ServiceCustomer Service And Delivery Area ManagerCustomer Service And Delivery Director AssistanceCustomer Service RepresentativeCustomer Services SupervisorCustomer-orientedDosEnglishFinancial Adviser CompanyFinancial Adviser For Visa And Master CardFood And Beverage ProductionFrenchGsm Programe SibleHandle StressHard Worker. Had A High Positive Way Thinking. Accommodate With Any Kind Of People. Maintain The Confidentiality Of Work. Able To Learn New Tasks QuicklyHr TraineeHr TraneeHuman ResourcesHuman Resources Coordinator (HR Coordinator)Intern Ship ProgramLeaderLeader Ship SkillsManagementManufacturingNegotiatorOfficeOffshore EtisalOperationsOutlookPOP3ProductionProfessionalProject ManagementQuick Witted PersonRagab SonsRetailRetail Hyper MarketSalesScience Of ScienceSenior Premium RepresentativeSpinneys Middle EastSupportSymbian Soft WearTOEFLTeam LeaderTelecommunicationsVodafoneWindows ICDL: International Computer Driving License (June 2008 ) The Initial Training Of Communication & Sales SkillsStrategic Planning And Career Development At Innovation (may 2010)

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Beginner

: Beginner

: Intermediate

: Beginner

Tools and Technologies

outlook

outlook

: Expert

: Extreme - I love it!

:

1-3 years

office

office

: Expert

: Extreme - I love it!

:

3-5 years

dos

dos

: Expert

: Extreme - I love it!

:

5-7 years

gsm programe sible

gsm programe sible

: Expert

: Extreme - I love it!

:

1-3 years

windows

windows

: Expert

: Extreme - I love it!

:

More than 7 years

POP3

POP3

: Expert

: Extreme - I love it!

:

1-3 years

Symbian soft wear

Symbian soft wear

: Expert

: Extreme - I love it!

:

1-3 years

apple applications

apple applications

: Advanced

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Retail hyper market

Retail hyper market

: Expert

: Extreme - I love it!

:

3-5 years

customer services supervisor

customer services supervisor

: Expert

: Extreme - I love it!

:

3-5 years

call center

call center

: Expert

: Extreme - I love it!

:

1-3 years

customer care

customer care

: Expert

: Extreme - I love it!

:

1-3 years

team leader

team leader

: Expert

: Extreme - I love it!

:

1-3 years

project management

project management

: Expert

: Extreme - I love it!

:

Less than 1 year

Key Skills

Analytical, Leader, Negotiator, Customer-oriented, Creative

Online Presence

eg.linkedin.com/pub/mina-adel/39/855/760https://www.facebook.com/M.Adel.Youssefhttp://customer-service-manager.blogspot.com.eg/2014/04/director-customer-service-manager-head.html

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