Basic Info

Mostafa Hegazi

5 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Head of Operations at Milestone – Real Estate Marketing

Experience Details

Head of Operations

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

Senior Management (e.g. VP, CEO)

• Managing the tele-sales team, operations, and the sales coordinator.
• Issuing contracts, and setting up targets for sub-brokers.
• Analysing all daily activities and duties to maintain high levels KPIs
• Responsible for the migration project of transferring all customers’ data to the CRM.
• Fully customized the CRM – Suite Sugar – to meet the business requirements.
• Attracting new business lines via corporates.
• In charge of the implementation of business measures, new guideline or strategies.
• Extracting daily reports form the CRM for handled calls, classification, source, type and assigned sales team.
• Implement quality management and regulatory compliance strategies.
• Prepare, revise and submit reports, budgets and other documentations.
• Implement measures to provide motivation for employees.
• Arranging staff regular meetings.


Company Details

Milestone – Real Estate Marketing

Cairo, Egypt

11-50 employees

Real Estate/Property Management

www.milestone-eg.com

Jul 2015 to present (1 year 5 months)
Customer Service Manager at Capital Incorporation- Egypt

Experience Details

Customer Service Manager

Customer Service/Support

Manager

• Handling more complex inquirers and complaints.
• Setting Tele-Sales targets and making sure of achievement.
• Helping to develop and update customer service policies, procedures and standards.
• Making sure accurate records are kept of communications with customers.
• Analysing key management information to see how well customers are being served.
• Help to orient, train and appraise new and existing staff.
• Keeping up to date with developments in customer service for example data protection.
• Arranging staff regular meetings.
• Work jointly with other department heads especially senior business managers.
• Aim to strengthen client relationships and ensure the successful continuance of business operations.
• Implement measures to provide motivation for employees.
• Oversee customer service departments and assess that they are meeting customer satisfaction goals.
• Prepare, revise and submit reports, budgets and other documentations.
• Communicate information to the departments filtered for management.
• Implement quality management and regulatory compliance strategies.


Company Details

Capital Incorporation- Egypt

Cairo, Egypt

101-500 employees

Financial Services

N/A

Apr 2014 to Jun 2015 (1 year 2 months)
Customer Service, and Brokerage Departments Director at Workout - Galleria Moon Valley

Experience Details

Customer Service, and Brokerage Departments Director

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

Manager

• Aside from being the customer service director, a new department has been created under my management that is responsible for the following.
• Following up on brokers salesmen, and following up on their targets.
• Providing training for brokers salesmen on Galleria project.
• Following up on brokers customers to close deals.
• Assisting with brokers salesmen upon customer’s visits, to close deals.
• Calculating broker commissions based on their sales.
• Contracting with new brokers, whether they are individuals or firms and negotiating on their targets per quarter.
• Managing conflict of leads between Workout, and Brokers.
• Created a brokers manual, which illustrates in details the relation between workout and brokers.


Company Details

Workout - Galleria Moon Valley

Cairo, Egypt

11-50 employees

Business Services - Other, Real Estate/Property Management

www.galleriamv.com

Apr 2013 to Apr 2014 (1 year)
Customer Service Manager at Workout - Galleria Moon Valley

Experience Details

Customer Service Manager

Customer Service/Support, Operations/Management, Project/Program Management

Manager

• Workout is a company that works in the field of real estate, by providing developers marketing, sales, and customer service for their projects.
• Created a team from scratch for the Call Centre and the Customer Care.
• Choose the CRM system (Microsoft Dynamics) that will handle the customer requests and fully customized it to match the paper documentation cycle.
• Extracting daily reports form the CRM for handled calls, classification, source, type and assigned sales team.
• Surveying customer feedback after each office visit, and generating reports that pin point weakness points.
• Surveying all leads that have contacted Galleria, to check their needs and how tackle them.
• Coordination between Workout, and CRM developing company.
• Auditing sales team daily activities and generating a report for Sales Manager, and senior management.
• Central units’ reservation approval and contracts creation.
• Calculation for sales team targets on the CRM system, and commission reports.
• Handling social media for Galleria project (Facebook), to advertise on it, gather leads, and follow up on customers various requests.
• Handling customers complains, and following up on them.
• Contacting customers on public events, holidays, and their respective personal occasions to greet them.


Company Details

Workout - Galleria Moon Valley

Cairo, Egypt

11-50 employees

Real Estate/Property Management, Business Services - Other

www.galleriamv.com

Oct 2012 to Apr 2013 (6 months)
IT Help Desk Supervisor at Orange Business Services

Experience Details

IT Help Desk Supervisor

Customer Service/Support, IT/Software Development, Operations/Management

Manager

• Managing team daily activities making sure enough agent availability for each of the team tasks.
• Handling and setting team KPIs according to management needs and expectations.
• Interviewing and hiring new candidates.
• Setting up team monthly schedule.
• Setting plan for new projects or migrations, such as windows 7 migration.


Company Details

Orange Business Services

Cairo, Egypt

More then 1000 employees

Information Technology Services

N/A

May 2012 to Oct 2012 (5 months)
IT Help Desk – Mentor at Orange Business Services

Experience Details

IT Help Desk – Mentor

Customer Service/Support, IT/Software Development, Engineering - Telecom/Technology

Experienced (Non-Manager)

• A new project was initiated in the team after a lot of tasks has been added, which mentoring new comers for 3 months during which the following is done.
• Setting up a full plan to make sure that all various team tasks is clear, and they can perform it.
• Giving new comers training sessions in various topics such handling customers, effective email techniques, basic ITIL.
• Following up on their daily and weekly KPIs and setting up reports for it.


Company Details

Orange Business Services (multinational)

Cairo, Egypt

More then 1000 employees

Information Technology Services

N/A

Jun 2010 to May 2012 (1 year 11 months)
IT Support Eningeer at Orange Business Services

Experience Details

IT Support Eningeer

IT/Software Development

Manager

• Receive calls from Orange employees all over the world “around 20,000 employees” for IT issues.
• Do the first level troubleshooting, and resolving minimum 50 % of the reported incidents.
• Deal with Active Directory, Lotus Notes, Outlook, and over 300 other applications on daily basis.
• Act as a monitoring support engineer, by monitoring Orange Network and proactively support the system.
• Acting as a shift leader to manage team duties, and distributing tasks.


Company Details

Orange Business Services (multinational)

Cairo, Egypt

More then 1000 employees

Business Services - Other

www.orange-business.com

Apr 2008 to Jun 2010 (2 years 2 months)
Customer Support at Call Center Company "C3"

Experience Details

Customer Support

Customer Service/Support

Entry Level

• Responsible for handling customers’ incidents whether they were companies or individuals.
• Create an error report for each incident with all the relevant details.


Company Details

Call Center Company "C3"

Cairo - Maadi, Egypt

101-500 employees

Business Services - Other

N/A

Feb 2007 to Mar 2008 (1 year 0 month)
Customer Service and Sales at Virgin Megastore

Experience Details

Customer Service and Sales

Sales/Retail

Entry Level

• Responsible for selling certain products including books, music CDs and sometimes mobile accessories and work to achieve the set weekly target.
• Responsible for supporting customers by assisting them to find their requested products through Virgin Mega Store Operating Sales System which covers around seven different branches all over the Middle East.
• Refer customers as needed to other relevant sales operators to match their needs.
• Report various types of customers’ requests to responsible manger(s).
• Responsible for a cash machine that has an average daily input of 50,000 EGP


Company Details

Virgin Megastore (multinational)

Cairo - Nasr City, Egypt

More then 1000 employees

Wholesale Trade

N/A

Jan 2005 to Dec 2005 (11 months)

Achievements


Employee of the Year


Education

Bachelor's Degree in Computer science

Education Details

Bachelor's Degree

Computer science

Misr International University (MIU), Egypt

C / Good / 65 - 75%

N/A

N/A

Misr International University (MIU)
2001 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

FIS

Egypt

2001

A / Excellent / 85 -100%

N/A

FIS
2001

Certifications

ITIL
Jul 2010

Certificate details

ITIL

Jul 2010

N/A

N/A

N/A

IBM

N/A

PMP
Oct 2011

Certificate details

PMP

Oct 2011

N/A

N/A

N/A

IMI

N/A

Training and Courses

Training/Course Details

Basic Communicaton

Feb 2009

IBM

N/A

Training/Course Details

Basic Negotiation

Aug 2009

IBM

N/A

Training/Course Details

Tarining of the Trainers

Dec 2011

IMI

N/A

Training/Course Details

Creative Thinking

Jun 2011

IMI

N/A

Training/Course Details

Problem Solving

Aug 2011

IMI

N/A

This profile is fresh!
Last update 1 days ago.

Jobseeker photo

Profile Skills and Keywords

3ds MaxAdobe PhotoshopArabicBasic CommunicatonBasic NegotiationBusiness DevelopmentBusiness PlanningBusiness Services - OtherC++Collecting StampsComputer ScienceCreativeCreative ThinkingCustomer ServiceCustomer Service And SalesCustomer Service ManagerCustomer Service, And Brokerage Departments DirectorCustomer SupportEnglishFinancial ServicesFishingGraphic DesignHead Of OperationsITIT Help Desk SupervisorIT Help Desk MentorIT Support EningeerITILInformation Technology ServicesJavaLDAPLeaderLotus NotesManagementMicrosoft OfficeMicrosoft OutlookNegotiatorOrange Business ServicesPHPPMPPresenterProblem SolverProblem SolvingProgram ManagementProjectProject ManagementProperty ManagementReadingReal EstateRetailSalesSoftware DevelopmentSupportTarining Of The TrainersTechnical AnalysisVideo EditingVirgin MegastoreWatching MoviesWholesale Trade

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: High

:

5-7 years

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

3-5 years

Adobe Photoshop

Adobe Photoshop

: Advanced

: Extreme - I love it!

:

Less than 1 year

Video Editing

Video Editing

: Advanced

: Extreme - I love it!

:

1-3 years

Lotus Notes

Lotus Notes

: Intermediate

: High

:

3-5 years

3ds Max

3ds Max

: Intermediate

: Extreme - I love it!

:

Less than 1 year

LDAP

LDAP

: Beginner

: Medium

:

1-3 years

Java

Java

: Beginner

: High

:

Less than 1 year

PHP

PHP

: Beginner

: High

:

Less than 1 year

C++

C++

: Beginner

: High

:

Less than 1 year

Fields of Expertise

Customer Support

Customer Support

: Expert

: Extreme - I love it!

:

5-7 years

Technical Analysis

Technical Analysis

: Expert

: Extreme - I love it!

:

3-5 years

Sales

Sales

: Advanced

: Extreme - I love it!

:

1-3 years

Project Management

Project Management

: Advanced

: Extreme - I love it!

:

3-5 years

Graphic Design

Graphic Design

: Advanced

: Extreme - I love it!

:

Less than 1 year

Business Planning

Business Planning

: Advanced

: Extreme - I love it!

:

1-3 years

Key Skills

Leader, Negotiator, Presenter, Creative, Problem Solver

Online Presence

http://lnkd.in/bpkBj24http://www.facebook.com/mostafa.hegazi1

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