Basic Info

Mohamed Gaafar

More than 15 years

770058946, Saudi Arabia

Bachelor's Degree

Senior Management

Work Experience

Customer Engagement Consultant at Trainera

Experience Details

Customer Engagement Consultant

Education/Teaching, Training/Instructor

Manager

• Develop and update key contracts with clients by reviewing contracts carefully, ensuring changes are consistent and protect Trainera’s interest and that the account management team implements contracts in full to achieve targets
• Review key accounts to match the master calendar and dates communicated by the Director and raise the appropriate invoices promptly for submission to clients
• Provides costing guidelines of materials for team and ensures implementation in line with business requirements
• Manage the calendars of personal key accounts and manage calendar implementation by the Key Accounts team, particular the securing of trainers for contracts and logistics communication with clients
• Manage the monthly communication process with clients, ensuring clients receive information that adds value and that the correct channels, forms and etiquette are used
• Manage the collection of feedback from clients on the provision of learning services, ensuring specific needs are addressed and upselling opportunities are passed on to sales promptly
• Support the Head of IT with development of the CRM system and ensure its implementation by the Accounts Management team
• Act as a role model for company values and self - presentation to his/her team and ensure company services and products are being presented to customers in line with company image to brand Trainera effectively
• Train, develop and evaluate the performance of the Accounts Management team, particularly in the areas of customer service policies and procedures, CRM, products, services and Trainera brand. Ensure the Performance Management process is implemented with the team to drive team and individual achievement


Company Details

Trainera

Jeddah, Saudi Arabia

11-50 employees

Management Consulting

trainera-inc.com

Nov 2015 to present (1 year 1 month)
Head of contact center & complaint management at Extra

Experience Details

Head of contact center & complaint management

Customer Service/Support, Sales/Retail

Senior Management (e.g. VP, CEO)

 Monitor and maintain the daily work processes to assure smooth and efficient workflow.
 Managing the group performance to ensure improvement and efficiency of the team in order to meet the department’s objectives.
 Tracing quality performance of the group and the individual work and provide timely and accurate feedback.
 Managing the group performance to ensure improvement and efficiency of the team in order to meet the department’s objectives.
 Appropriate motivation and recognition of the team members.
 Conduct regular team meetings with the team to assure the perfect understanding of the management expectations, and the regular updates of the team performance and news.
 Conduct regular individual meetings (one to ones) with each team member to give a the overall feedback.
 Allocate resources to tasks in order to achieve departmental goals.
 Make needed escalations in case of any problems that may affect the daily workflow.
 Deliver a regular and accurate feedback to higher management levels regarding any problems facing the workflow.
 Ensures consistency of policies and procedures regarding all aspects within the organization.
Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends.
 Create the full-fledged contact center and complaint management with all its entire department in addition to make the utmost admired work atmosphere that push the performance and attitudes to exceed the internal and external customers’ expectations.
 End to end handling of complaints, follow up and resolutions and arrange for satisfactory resolutions with all involved parties.
 Investigate and define the root causes and propose action plans for improvement
 Ensures the effective usage of Complaints Handling System (CRM) to ensure complaints are captured and treated properly at all channels.
 Managing the effective reporting process for complaints Categories.


Company Details

Extra

khubar, Saudi Arabia

More than 1000 employees

Consumer Electronics

extra.com

Apr 2012 to Aug 2015 (3 years 4 months)
Head of retail at Tawassol (Vodafone franchising Partner)

Experience Details

Head of retail

Sales/Retail

Senior Management (e.g. VP, CEO)

 Have played a major role in setting up and launching the company and establishing its operations procedures (the hired employee number one in the company).
 Responsible for running 30 express stores and support functions to exceed the company’s targets and achieve the statement of direction.
 Maximize profit while minimizing costs.
 Ensure promotions are accurate and merchandised to the company’s standards, staff are fully versed on the target for the day and excellent customer care standards are exceeded.
 Managing and motivating a team to increase sales and ensure efficiency.
 Analyzing sales figures and forecasting future sales volumes to maximize profits.
 Analyzing and interpreting trends to facilitate planning.
 Using information technology to record sales figures, for data analysis and forward planning.
 Dealing with staffing issues such as interviewing potential staff, conducting appraisals and performance reviews, as well as providing or organizing training and development.
 Ensuring standards for quality, customer service and health and safety are met.
 Resolving health and safety, legal and security issues.
 Responding to customer complaints and comments (Vodafone company and Vodafone end users) .
 Attending and chairing meetings.
 Updating colleagues on business performance, new initiatives and other pertinent issues.
 Touring the sales floor regularly, talking to colleagues and customers, and identifying or resolving urgent issues.
 Maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing.
 Dealing with sales, as and when required.


Company Details

Tawassol (Vodafone franchising Partner)

Cairo, Egypt

101-500 employees

Retail

tawassol-ltd.com

Jul 2011 to Mar 2012 (8 months)
Head of customer operations at Etisal International

Experience Details

Head of customer operations

Customer Service/Support

Senior Management (e.g. VP, CEO)

 Providing help and advice to customers using my organization’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.
 Analyzing statistics or other data to determine the level of customer service my organization is providing.
 Writing reports analyzing the customer service that my organization 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 organization or department.
 Meeting with other managers to discuss possible improvements to customer service.
 Being involved in staff recruitment, assessments and appraisals.
 Training staff to deliver a high standard of customer service.
 Leading or supervising a team of customer service staff.
 Learning about my organization’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

Etisal International (multinational)

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

Etisal-international.com

Apr 2010 to Mar 2011 (11 months)
Retail Operations Support Manager at First (Vodafone Franchising partner)

Experience Details

Retail Operations Support Manager

Operations/Management

Senior Management (e.g. VP, CEO)

 Monthly schedule including Annual leaves, shift adherence and compliance to the plan
 Train all the Store managers and In charge how to do schedules
 Monthly report (retail update) standardization and follow up on sending in the assigned date
 Monthly tracking of stores performance according to Vodafone KPIs.
 Providing Complete updated data base regarding franchising store results and performance on monthly base
 Insure consistent and correct store results
 Cost consciousness and smart spending
 Analyze work load analysis per terminal per store to decide increase or decrease of terminals per stores
 Verify Targeting system
 Building Sales revenue history from opening till latest update
 Set a standard of commission system regarding store and individual performance
 Review sales target achievements including strategic products and new promos


Company Details

First (Vodafone Franchising partner)

Cairo, Egypt

101-500 employees

Retail, Telecommunications

N/A

May 2007 to Mar 2010 (2 years 10 months)
Head of contact center at Wasla Outsourcing

Experience Details

Head of contact center

Customer Service/Support

Senior Management (e.g. VP, CEO)


 Customer Service knowledge


Company Details

Wasla Outsourcing

Egypt

More than 1000 employees

Outsourcing/Offshoring

wasla.com

Jan 2004 to Apr 2007 (3 years 3 months)
Senior Account Manager at Vodafone

Experience Details

Senior Account Manager

Customer Service/Support

Manager

 Act as the primary point of contact with our corporate sales team & top corporate accounts.
 Handling the day-to-day interactions and solving any problem related to any company’s account.
 Implementing high quality standards of Customer Service for the corporate segments in order to exceed their expectations and to assure their satisfaction.
 To maintain high coordination & communication skills that enables to communicate between various sections within the department to facilitate the flow of work, and to ensure maximum service to the corporate customer.
 Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
 Ensuring that the policies and procedures of the department are abided to.
 Manage the ongoing customer relationship with the customers.
 Ability of achieving multiple tasks, and to meet their deadlines.


Company Details

Vodafone (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

vodafone.com

Jan 1999 to Dec 2003 (4 years 11 months)

Achievements


MindGYM coach certification


CRM Application implementation
Building the Complaint Management Department with its business processes
Building the in-house contact center from the scratch


Building the company from the scratch starting from hiring, stores rental and facilities


Building the Learning academy for the fresh hired employees in the customer operations


Building the reporting platforms then creating the top management dashboards to facilitate the appraisals, evaluation and business overview.


building the company from the scratch play the major role in structuring the operations, sales and marketing.


winning the employee of the year 1999


Education

BA in Commerce

Education Details

BA

Commerce , Accounting

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University
1993 - 1998
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Abdul Azez Al-Soud Language School

Egypt

1993

C / Good / 65 - 75%

N/A

Abdul Azez Al-Soud Language School
1993

Certifications

MindGYM Coach
Aug 2016

Certificate details

MindGYM Coach

Aug 2016

85% out of 100%

N/A

70566479

MindGYM

It is a certification for the role of being coach to conduct MindGYM workouts

Training and Courses

Training/Course Details

MindGYM Coach

Jul 2016

MindGYM

N/A

Training/Course Details

Customer experience Coach

Oct 2013

Trainera

N/A

Training/Course Details

Customer service excellence

Jan 1999

Vodafone

N/A

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountingBusiness DevelopmentCRMCommerceCommunicatorConsumer ElectronicsContact Center & Complaint ManagementContact Center Management ApplicationsCustomer Engagement ConsultantCustomer ExperienceCustomer Experience CoachCustomer ServiceCustomer Service ExcellenceCustomer-orientedEnglishEtisal InternationalExecutorHead Of Contact CenterHead Of Contact Center & Complaint ManagementHead Of Customer OperationsHead Of RetailLeaderManagementManagement ConsultingMindGYM CoachOffshoringOrganization EngagementOutsourcingRetailRetail Operations Support ManagerSalesSeibelSenior Account ManagerSupportSupportiveTeam WorkTelecommunicationsVodafone

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Seibel

Seibel

: Advanced

: High

:

More than 7 years

Contact Center Management Applications

Contact Center Management Applications

: Advanced

: High

:

More than 7 years

Fields of Expertise

Customer experience

Customer experience

: Advanced

: Extreme - I love it!

:

More than 7 years

retail

retail

: Advanced

: High

:

More than 7 years

Contact center & Complaint Management

Contact center & Complaint Management

: Advanced

: Extreme - I love it!

:

More than 7 years

CRM

CRM

: Intermediate

: High

:

5-7 years

Key Skills

Executor, Leader, Communicator, Customer-oriented, Supportive

Online Presence

https://www.linkedin.com/in/mohamed-gaafar-33119923?trk=nav_responsive_tab_profilehttps://www.facebook.com/mohamed.gaafar.980http://wuzzuf.net/profile/online_presence

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