Basic Info

Mohamed Ezzat

9 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Showroom Operation Manager at Amer Group

Experience Details

Showroom Operation Manager

Administration, Customer Service/Support, Operations/Management

Manager

•Assign the team members to duties, monitor their performance and measure their KPIs whilst organizing, planning, and prioritizing tasks.
•Calculating the commission for the agents and the maintenance technicians.
•Examine Marketing materials within the showroom to ensure that it's correctly updated, placed and displayed.
•Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints, whilst following the agreed upon escalation matrix.
•Direct and supervise employees engaged in Sales, Guest Relations (Reception), Customer Service and Facilities to make sure they are following the training delivered to ensure that Customers receive satisfactory service in the showroom.
•Schedule proper manpower to ensure their efficiency and observe employees to make sure they are not wasting business hours.
•Enforce Safety, Health, Security, IT and In-house policies on everyone within the showroom premises.
•Plan and prepare work schedules and keep records of employees' hiring documents, work schedules, attendance and all the needed filing.
•Monitor inventory stock and reorder when inventory drops to a specified level.
•Hire, train, and evaluate showroom staff and promoting, demoting or firing workers when appropriate.
•Review inventory and sales records to prepare reports for management and budget departments.
•Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business within his/her area following the escalation matrix.
•Plan budgets for the showroom.
•Examine products purchased for showroom or received for storage to assess the condition of each product or item and keep records for the purchasing documents and requisitions whilst monitoring usage and depreciation.
•Perform day-to-day administrative tasks such as maintaining information files, processing paperwork and data entry when needed.


Company Details

Amer Group (multinational)

Cairo, Egypt

501-1000 employees

Real Estate/Property Management

N/A

Mar 2013 to present (3 years 9 months)
Customer Service Manager Assistant at Al Arabia Group

Experience Details

Customer Service Manager Assistant

Customer Service/Support, Operations/Management

Manager

•Preparing the training material and Training the new hired.
•Calculating the commission for the agents and the maintenance technicians.
•Supervision of customer service representatives and their daily tasks.
•Unloading voice mail and distributed to customer service representatives.
•Review work orders received from technicians after visiting clients and match them portfolios.
•Follow-up overdue maintenance requests.
•Call the Company Agents to follow and work to solve their own problems, if any.


Company Details

Al Arabia Group

Cairo, Egypt

101-500 employees

Manufacturing

N/A

Jul 2012 to Apr 2013 (9 months)
Customer Service Branch Manager at Spinneys

Experience Details

Customer Service Branch Manager

Customer Service/Support, Operations/Management

Manager

•Customer Care Manager at Mall Of Arabia.
•Handle customer services team 10 agents; manage day to day work and performance.
•Handling all the customer complain, inquiry 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 Center issue with any complains or 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 (multinational)

Cairo, Egypt

More then 1000 employees

Retail

N/A

Mar 2012 to Jul 2012 (4 months)
Customer Service Supervisor at Amer Group

Experience Details

Customer Service Supervisor

Customer Service/Support, Operations/Management

Manager

•Handling on calls team daily activities.
•Monitoring team performance & set KPIs and sales targets.
•Support team's weakness areas & make best use of points of strength.
•Team monthly appraisals.
•Solve & sort all clients complain received.
•Assure satisfaction rates for all escalated clients.


Company Details

Amer Group (multinational)

Cairo, Egypt

501-1000 employees

Food and Beverage Production

N/A

Mar 2010 to Mar 2012 (2 years)
Customer Service Manager Assistant at Tamima

Experience Details

Customer Service Manager Assistant

Customer Service/Support

Manager

•Forecasting and preparing the shift plan for both the long and short term.
•Evaluating the team leaders and the agents.
•Reporting the marketing the data needed for the advertising and new promotion schedules.
•Communicating with the upper management and feed backing them with all the details.
•Putting up and running over the call center schedules.
•Training the new hired agents.


Company Details

Tamima

Cairo, Egypt

101-500 employees

Retail

N/A

Oct 2005 to Mar 2010 (4 years 5 months)

Education

Bachelor's Degree in Accounting

Education Details

Bachelor's Degree

Accounting

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University
2000 - 2004
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Heliopolis

Egypt

2000

B / Very Good / 75 - 85%

N/A

Heliopolis
2000

Certifications

Mini MBA
Aug 2013

Certificate details

Mini MBA

Aug 2013

N/A

N/A

N/A

Ain Shams University

N/A

Training and Courses

CCLS at YAT
Sep 2005

Training/Course Details

CCLS

Sep 2005

YAT

Business Writing and Communicating in Business. Cross Cultural Training. Facts about the Call Center. Customer Care and Call Handling Skills. Dealing With the Difficult Customers and Situation. Value Selling Skills for Inbound Agent. Value Selling Skills for Outbound Agent. Handling Stress and Change for Agent.

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Last update 2 days ago.

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Profile Skills and Keywords

AccountingAdaptiveAdministrationAmer GroupArabicCCLSCreativeCustomer ServiceCustomer Service Branch ManagerCustomer Service Manager AssistantCustomer Service SupervisorCustomer-orientedData AnalyzingDrawingEnglishFlexibleFood And Beverage ProductionHard WorkerLeaderListening To MusicManagementManagmentManufacturingMicrosoft ExcelMicrosoft WordMini MBANortel SymposiumPlaying ChessProperty ManagementReadingReal EstateRetailShowroom Operation ManagerSpinneysSupport

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Word

Microsoft Word

: Advanced

: Medium

:

More than 7 years

nortel symposium

nortel symposium

: Intermediate

: High

:

3-5 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Managment

Managment

: Advanced

: Extreme - I love it!

:

5-7 years

Data Analyzing

Data Analyzing

: Advanced

: Extreme - I love it!

:

5-7 years

Key Skills

Leader, Hard worker, Customer-oriented, Creative, Flexible / Adaptive

Online Presence

http://www.linkedin.com/pub/mohammed-ezzat/37/275/966https://www.facebook.com/buzz2buzz8

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