Basic Info

Mostafa Shoukrallah

11 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

Branch Manager at Cairo Scan Radiology & Labs

Experience Details

Branch Manager

Operations/Management

Manager

Make Sure that all employees are in accordance with the schedule.
Ensure the safe and continuous operation of all equipment.
Make sure that all the equipment is working properly and to take the necessary action in case of any abnormal.
Review the Attendance of all staff,
Check the cleanliness of the Branch .
Review and implementation of all policies to combat infection. Staff training on how to protect themselves from infection.
Make sure that employees do not leave their Departments during the work without permission and approval from their boss.
Run audits on a regular daily reservation system and cash handling.
Check the daily income .
Has the power to motivate as well as a deduction from the salary of all employees.
This is to be approved jointly by the branch manager and the human resources department
Attend a meeting of branch managers.
Provide a quarterly report to the Executive Director, and Chief Executive Officer on the performance of the branch.
Perform any other duties related to the work assigned by the direct manager.


Company Details

Cairo Scan Radiology & Labs

Egypt

501-1000 employees

Healthcare and Medical Services

N/A

Jun 2016 to Oct 2016 (4 months)
Customer Support Sr.Speaclist at 360 Imaging

Experience Details

Customer Support Sr.Speaclist

Operations/Management, Customer Service/Support

Experienced (Non-Manager)

• Assisted in building the first support team for the company In Egypt branch.
• Provide technical assistance regarding the 360DPS software for Computer Guided Surgery to Dental.
• Assisting labs or Sales Representatives and Customer Service teams via the telephone and remote online sessions.
• Performing follow up calls on new customers to schedule for the online training and software installation.
• Performing outbound calls to follow up on quality of services and scheduling the doctors for online sessions according to their free schedule.
• Frequent communication between Customers, Sales Representatives, and the 360 Lab team.
• Resolve customer issues and inquiries promptly with high customer satisfaction.
• Assist customers with Software installation and updates via remote logins.
• Support doctors and labs with procedural questions regarding case planning, software use, guided surgery and surgical procedure.
• Process customer orders/changes according to established department policies and procedures.
• Provide timely and accurate information to incoming customer order status and product knowledge requests. Inform customer of pricing, shipping date, anticipated delays and any additional information.
• Document activities in CRM systems.
• Maintain customer name and address database.
• Address customer billing questions.
• Perform other related duties as assigned, including special projects.


Company Details

360 Imaging (multinational)

Egypt

51- 100 employees

Healthcare and Medical Services

N/A

Jan 2016 to Jun 2016 (5 months)
Team Leader HTC UK at Raya Contact Center

Experience Details

Team Leader HTC UK

Customer Service/Support

Experienced (Non-Manager)

•Supervises/manages the daily activities and performance of the Account Advisors.
•Generates and sends agreed reports to clients regularly as per client requirements.
• Handles Account Advisors needed for on-job training and coaching. • Monitors transactions to ensure that QA standards are met..
• Ensures the Advisor’s KPI’s are met (daily/weekly/monthly). • Manages difficult calls by acting as first line of escalation.
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations. •
Adheres to all schedules (Advisors / operations / Monitoring).
• Shadows process review by signing off the “shadowing” of newly recruited Advisors.
• Asses the Advisors performance on monthly basis and calculates variations on set standards.
• Holds (and documents) one to one meetings with Advisors to communicate feedback on monthly performance assessment results.
• Generates monthly invoices (for monthly projects).
• Performs daily pre-shift or post-shift meetings with Advisors achievements, targets and new updates.
• Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors).
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution.
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets.
• Logs and acts on client’s requests.
• Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes.
• Maintains staffing schedule during hours of operations whilst accounting for absenteeism,
• Adheres to monitoring schedule sent by Work Force on unit on a weekly basis,
• Ensure achievement of KPIs.
• Ensures that end-user privacy policies are properly implemented.
• Ensures that Team members adhere to RCC policies.


Company Details

Raya Contact Center

Egypt

More than 1000 employees

Telecommunications, Consumer Services

N/A

Apr 2014 to Mar 2015 (11 months)
Senior Account Advisor HTC UK at Raya Contact Center

Experience Details

Senior Account Advisor HTC UK

Customer Service/Support

Experienced (Non-Manager)

Job Purpose:
• To handle end-user live transactions following agreed scripts and processes to guarantee consistency and meeting of global requirement and standards.
Key Responsibilities:
Nature of impact:
• Handles customer inquiries from beginning of the inquiry to it’s closing
• Resolves customer complaints & problems aiming for customer satisfaction
• Optimizes customer contact opportunities
• Employs RCC training skills to:
• Adhere to the call script
• Adhere to the communication process
• Maintain AHT
• Achieve communicates return to Q, short answered calls, and abandoned percentage communicated targets
• Achieve quality communicated targets
• Completes necessary project operation documentation
• Alerts the Team Leader on issues or concerns that require escalation
• Maintains confidentiality of RCC’s client’s & customer data
• Adheres to RCC policies & procedures
• Carries responsibility for meeting communicated targets: sales, order taking, lead generation, appointment settings, etc.
• Participates in individual & team training/meetings to bring knowledge up-to-date
• Adheres to work schedule and accommodates business requests (including flexible locations & working hours)
• Achieves the FCR target: particularly for support calls


Tasks that can be delegated by the TL:
• Monitors the incoming call queue (Real Time Display) to maximize efficiency
• Generates and sends the agreed reports to the clients regularly as required by the client
• Communicates consistently and punctually to the WF team any changes in his work force
• Maintains staffing schedule adherence during hours of operation
• Acts as first line of escalation for customer situations that cannot be resolved by the Account Advisor


Company Details

Raya Contact Center

Egypt

N/A

Consumer Services

N/A

Sep 2013 to Apr 2014 (7 months)
Product Specialist (Sales & Marketing Outdoor.) at Medway Egypt

Experience Details

Product Specialist (Sales & Marketing Outdoor.)

Sales/Retail

Experienced (Non-Manager)

• Responsible for all sales transaction in your area.
• Responsible of sales target achievement.
• Assess customer needs, explain and demonstrate products to them, which will involve providing
• technical description of products, as well as describing the purposes for which they may be used. That is, “ Solution “ sell.
• Conferences & exhibitions participation as a part of Medway Egypt team.
• Communication with all company departments both formally & informally in order to achieve required target.
• Maintain relations with existing clients and identify new clients in order to grow the business.
• Maintain communication with colleagues on training and pricing.
• Be aware of competitive products and pricing in order to maximize sales opportunities.


Company Details

Medway Egypt

Egypt

11-50 employees

Healthcare and Medical Services

N/A

Jan 2013 to Aug 2013 (7 months)
Customer Center Team leader, Sales/Retail at Mobinil

Experience Details

Customer Center Team leader, Sales/Retail

Sales/Retail

Experienced (Non-Manager)

• Ensure appropriate service is constantly given to all customers.
• Ensure the quality of delivering consumer and enterprise customer service activities.
• Handling variance reports and taking corrective and preventive actions.
• Motivate staff members to up-sell and cross-sell Mobinil products & services.
• Provide support, guidance and solutions to the team.
• Manage and develop team’s performance.
• Performing coaching sessions.
• Performing monthly one on one to team members.
• Handling the cash end of day processes and delivering
• Adherence to all cash operation policies & procedures.
• Delivery of all the assigned tasks on time.
• Ensure effective daily briefing.
• Improve shop visit report result.
• Follow up the merchandising team.
• Follow up the archiving team.
• Achieve the team’s assigned strategic sales targets.
• Ensure that Mobinil culture are properly communicated & put in action.


Company Details

Mobinil

Egypt

N/A

Telecommunications

N/A

Apr 2011 to Nov 2012 (1 year 7 months)
Enterprise Customer Support Team Leader at Mobinil

Experience Details

Enterprise Customer Support Team Leader

Customer Service/Support

Experienced (Non-Manager)

• Distribute the workload among the team to ensure efficiency.
• Ensure proper implementation of established processes & procedures.
• Coordinate with other departments to ensure cases resolution.
• Submit productivity reports to higher management.
• Coach junior staff to meet & maintain the standard service level.
• Act as a link between staff & higher management.
• Perform regular follow up on staff’ punctuality (login, logout, breaks & attendance).
• Act as department interface for the customer support dept. in meetings.
• Properly handle & solve customers’ inquiries & complaints, whether verbal via phone or written via email or letters.
• Prepare the overtime sheets on a monthly basis & maintain a record for the annual, sick & emergency leaves.
• Escalate, properly, problems to the right channels as and when required.


Company Details

Mobinil

Egypt

More than 1000 employees

Telecommunications

N/A

Jul 2010 to Apr 2011 (9 months)
Enterprise Customer Support Specialist at Mobinil

Experience Details

Enterprise Customer Support Specialist

Customer Service/Support

Experienced (Non-Manager)

• Handle & solve corporate customers’ daily requests & complaints through received via different channels faxes and/or e-mails in a professional and proper manner.
• Implement customer requests as per established processes & procedures
• Report any suspected fraud cases with full evidence to the fraud department.
• Increase customer satisfaction by implementing requests with high accuracy
• Update the database with modifications upon customer’s requests
• Coordinate with other concerned departments to ensure proper cases resolution
• Register customer inquiries using the appropriate tools
• Contribute to the development, definition and implementation of quality standards
• Print bills
• Ensure that terms & conditions of First Service operational process of delivery are successfully met, as well review bill delivery reports & perform reconciliation.


Company Details

Mobinil

Egypt

More than 1000 employees

Consumer Services

N/A

Jul 2009 to Jul 2010 (1 year)
Medical Officer Specialist at Mobinil

Experience Details

Medical Officer Specialist

Human Resources

Entry Level

• Support for all activities related to pre-employment medical checkup, either internally with new hires or externally with the suppliers.
• Assist in all secretarial & administrative tasks in the medical & insurance department.
• Ensure proper and accurate filing for all received and/or processed documents either hard or soft copies.
• Assist all functions related to the enrolment and eligibility of beneficiaries with the insurance provider.
• Assist & follow up on all related documents with the insurance company regarding insurance coverage while meeting accepted time frame according to company regulations.
• Handle, solve, and communicate all inquiries of employees related to the health insurance plan coverage dates according to company regulations.
• Assist all medical insurance cards issuing process and delivery to employees
• Coordinate and administrate all cases and requests of employees as monthly medications, hospital admission, hospital & private clinics reservations, etc
• Assist in the function of claiming, approvals, and sick leaves.
• Support in report preparation & editing related to filing systems & procedures.
• Support in report preparation & editing related to pre-employment activities.


Company Details

Mobinil

Egypt

More then 1000 employees

Telecommunications

N/A

Jul 2008 to Jul 2009 (1 year)
Corporate Customer service Call Center at Mobinil

Experience Details

Corporate Customer service Call Center

Customer Service/Support

Experienced (Non-Manager)

Duties
• Respond to customers, contact persons inquiries and Handling angry customers.
• Keep up to date with Mobinil products and services offering and positively up selling them to maximize company revenue.
• Accurately record all details of customer inquiry for statistical and analytical Purposes.
• Technical supporting some hardware devices as access cards, HTC, I-mate and Blackberry.
• Representing Mobinil in its special events
• Assisting team leaders by supervising the work force login and break times, addressing any unprofessional attitude within employees and with customers and handle angry customers.


Company Details

Mobinil (multinational)

Egypt

More then 1000 employees

Telecommunications

N/A

Jul 2006 to Jun 2008 (1 year 11 months)

Achievements


adding more value to the branch and raising more profit in the first month.


building the team and training them as well on customer service skills


Getting an award for the best team in HTC 2014


thank you call for doing the extra mile with a customer


I had the biggest achievement in sales by selling 2 million pounds of products and that was the highest to be done in the company.



Best leading team in the quarter 2011


Winning best team award in Mobinil 2010 Enterprise for supporting.


Receiving Thank you calls for help and assisting customers and going for the extra mile


Education

Master's in Customer Service Managment in Customer Service

Education Details

Master's in Customer Service Managment

Customer Service

Kingston University, United Kingdom

Not specified

N/A

N/A

Kingston University
2013 - 2016
Bachelor's Degree in Faculty of Language & Translation

Education Details

Bachelor's Degree

Faculty of Language & Translation

6 October Unversity, Egypt

C / Good / 65 - 75%

N/A

N/A

6 October Unversity
2000 - 2004
High School - IGCSE

High School Details

IGCSE

Kuwait International English School

Kuwait

1999

C / Good / 65 - 75%

N/A

Kuwait International English School
1999

Certifications

Certificate details

Diploma in Customer Service

Jun 2013

N/A

N/A

N/A

N/A

Certificate details

Six Segma Green Built

Aug 2016

N/A

N/A

N/A

N/A

Certificate details

Diploma in Project Managment

Aug 2016

N/A

N/A

N/A

N/A

Certificate details

Diploma in Business Management and Entrepreneurship

Aug 2016

N/A

N/A

N/A

N/A

Certificate details

Diploma in Operations Management

Jul 2016

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

sales

Jul 2012

Mobinil sales academy

N/A

Training/Course Details

Presentation Skills

Aug 2011

Quest

N/A

Training/Course Details

Problem Solving & Decision Making

Aug 2010

LOGIC Management Consulting

N/A

Training/Course Details

Visual Thinking

Nov 2010

Omni Learning

N/A

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Last update 3 days ago.

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Profile Skills and Keywords

360 ImagingArabicBilling & EstimatingBranch ManagerBusiness AnalysisBusiness DevelopmentCoaching, Negotiation And Problem Solving SkillsComplaint Handling & ResolutionConsumer ServicesCorporate Customer Service Call CenterCustomer Center Team Leader, Sales/RetailCustomer ServiceCustomer Service ManagementCustomer Support Sr.SpeaclistDiploma In Business Management And EntrepreneurshipDiploma In Customer ServiceDiploma In Operations ManagementDiploma In Project ManagmentEnglishEnterprise Customer Support SpecialistEnterprise Customer Support Team LeaderFaculty Of Language & TranslationHandles StressHealthcare And Medical ServicesHonestyHuman ResourcesHuntingInternetLeaderManagementMedical Officer SpecialistMicrosoft OfficeMobinilNegotiatorPresentation SkillsProblem Solving & Decision MakingProduct Specialist (Sales & Marketing Outdoor.)Professional AttitudeReadingReport Writing SkillsRetailSalesSeibelSenior Account Advisor HTC UKSix Segma Green BuiltSocerSpanishSupportSupportiveSwimmingTeachingTeam Leader HTC UKTeam PlayerTeambuilding & TrainingTelecommunicationsVisual Thinking

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Spanish

Spanish

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Internet

Internet

: Expert

: Extreme - I love it!

:

More than 7 years

Seibel

Seibel

: Expert

: Extreme - I love it!

:

3-5 years

Fields of Expertise

Sales

Sales

: Expert

: Extreme - I love it!

:

1-3 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Coaching, Negotiation and problem solving skills

Coaching, Negotiation and problem solving skills

: Expert

: Extreme - I love it!

:

5-7 years

Business Analysis

Business Analysis

: Expert

: Extreme - I love it!

:

5-7 years

Customer Service Management

Customer Service Management

: Expert

: Extreme - I love it!

:

More than 7 years

Teambuilding & Training

Teambuilding & Training

: Expert

: Extreme - I love it!

:

3-5 years

Complaint Handling & Resolution

Complaint Handling & Resolution

: Expert

: Extreme - I love it!

:

More than 7 years

Billing & Estimating

Billing & Estimating

: Expert

: Extreme - I love it!

:

More than 7 years

Report writing skills

Report writing skills

: Expert

: Extreme - I love it!

:

More than 7 years

Teaching

Teaching

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Leader, Negotiator, Handles Stress, Team Player, Supportive

Online Presence

https://eg.linkedin.com/in/mostafa-shoukrallah-939200baNANANANANA

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