Basic Info

Mohamed Raafat

9 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Retail Operations Team Leader at Vodafone

Experience Details

Retail Operations Team Leader

Sales/Retail

Manager

• Responsible for incident management which includes analyzing and troubleshooting incidents based on data in our end-to-end tooling.
• Coordinating multi-disciplinary teams making sure that progress is made towards resolution of the incidents.
• Initiate progress reporting towards stakeholders and our management and escalate issues where necessary.
• Responsible for service management which means I am taking part in high level design sessions to define SMC requirements for our tooling.
• Drive improvements for our tooling, service management process and for the team.
• Introducing new service alarms within our team and report on KPI’s in case of service deterioration and provide analysis to stakeholders and business.
• Ensure that our operations are running smoothly, and in case we are hit with a major outage I am taking the lead and facilitate sessions as the Escalation Manager Operations.
• During such times I was responsible with updating our operations management team on the service and business impact.
• Owning the forum with the technology to escalate and raise any technical problems impacting the retail users and customers as well as working to enhance the systems to recover any gaps.
• Handling all planned and unplanned outages that impacting the stores.
• Owning the escalation on behalf of retail with the technology as one single point of contact to insure consistency and better escalation and follow-up.
• Working to control the retail user application and application license as one of our vital tools to insure the best utilization and controlling as well.
• Setting and tailor the process needed and setting the SLA with the technology to insure best handling of the problems that impacting the retail to be matching with retail environment.
• Working in any system enhancement and following up in the deployment in stores.
• Insure providing the stores with the support regarding the connectivity and raising to technology any chronic issues.
• Working in escalating any coverage incident impacting the stores.
• Provide descriptive reports for retail stores overall performance in terms of system stability.


Company Details

Vodafone (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Jan 2014 to present (2 years 11 months)
Senior Corporate Marketing Coordinator at Osman Group

Experience Details

Senior Corporate Marketing Coordinator

Hospitality/Hotels/Food Services

Experienced (Non-Manager)

• Assists in executing marketing strategies and objective.
• Assists marketing manager to coordinate a wide range of integrated marketing & communication activities with various marketing executives to execute and achieve approved corporate marketing strategies & objectives.
• Assists with newsletter, direct mail, advertising, and material editing and proofreading.
• Identifies marketing opportunities by identifying consumer requirements; defining market, competitor's Share assist in making a full market survey and establishing targeted Market share.
• Conduct regular visits for existing and potential clients according to targeted territory.
• Coordinates the execution of Web site content to meet marketing and communication objectives.
• Coordinating and implementing general awareness / corporate campaigns
• Create, prepare and assemble marketing brochures as needed.
• Making presentations to customer or client audiences or professional peers to enhance Sales Volume and assist in achieving Sales plan.
• Analyze and provide market analysis to improve product service positioning and increase effectiveness of the sales team.
• Plan the target for different sales areas and communicate down the line to ensure everyone is working towards achieving the company objective.
• Tracking the results and communicate to senior management regional results with our management directors.
• Driving the improvements in the sales process and organization to increase the effectiveness and efficiency of team.
• Ensure that all staff are equipped with the right skills & knowledge to optimize team as well as individual performance.
• Provides analytical support for pricing, forecasting, monthly sales for respective sales regions, including budgeting and developing tactical marketing and promotional plans.
• Maintain a healthy & professional relationship with all internal & external customers for the smooth operation of business.
• Launches and manages the achievement of sales targets for new products. Carries out market studies, builds the business case and obtains approval. Obtains marketing support, arranges & coordinates the product launch.
• Supervise our sales and marketing team on their daily calls, emails, and customer meetings.
• Supervise sales meetings with customers by visiting customers for feedback and highly oriented services they’re reached.
• Lead and develop the sales and marketing team to support sales. Strategies and deliver exceptional, profitable sales growth and results.
• Lead our regional sales team to meet our goals and objectives.


Company Details

Osman Group

Giza, Egypt

More than 1000 employees

Food and Beverage Production

www.osman.net

Jan 2013 to Nov 2013 (10 months)
Assistant Showroom Manager at Archimedia Egypt

Experience Details

Assistant Showroom Manager

Installation/Maintenance/Repair

Manager

• Responsible for the development and performance of all sales activities in assigned markets.
• Maintain relations with industry contacts and lead sources and conduct demonstrations and meeting with clients.
• Handle and resolve all customer complaints efficiently & effectively.
• Responsible for the performance of all showroom staff activities.
• Supervise, motivate and monitor team performance.
• Create a positive work environment by providing support and encouragement through open communication, positive attitude and fair treatment.
• Plan, implement, assess and control systems to raise the level of Retail and Wholesale effectiveness within the region in the achievement of coverage distribution and displays.
• Conduct compelling showroom demonstrations for customers.
• Qualify and asses customers needs as part of the showroom demonstration.
• Develop and update personal products knowledge and discuss with colleagues creative methods to sell products and services.
• Report sales and forecasts to the Sales Manager.
• Report dysfunctional equipment and complex technical issues to the Operations Manager.
• Maintain strong relations with existing clients and identify new clients in order to grow the business.
• Research competitive products and pricing in order to maximize sales opportunities.
• Demonstrate presentations to clients .
• Get leads of new projects.
• Responsible for achieving the annual sales plan.


Company Details

Archimedia Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Entertainment

www.archimedia-me.com

Nov 2010 to Dec 2012 (2 years 1 month)
Customer Care Representative at Vodafone Egypt

Experience Details

Customer Care Representative

Customer Service/Support

Entry Level

• Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.
• Providing guidance in areas of professional matters as requested or needed.
• Applying FCR concept for all customer’s inquires.
• Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
• Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.
• Adhere to Customer Operations Department policies and procedures.
• Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.
• Perform standardized activities and tasks efficiently and effectively.
• Perform standardized activities and tasks efficiently and effectively.
• Handle and retain all the customers’ complaints within the SLA.
• Handle all USB and mobile internet basic trouble shooting related issues.
• Supporting corporate queue by handling SME authorized and end-users inquires.
• Supporting collection queue by handling collections inquires and bills explanation.
• Explore the required negotiation skills for making payments' deals when needed.
• Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.
• Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.
• Implement high quality standards of Customer Service for High customers through exceeding all KPI’s threshold.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Sep 2009 to Oct 2010 (1 year 1 month)
Senior Sales Executive at Future Computer System

Experience Details

Senior Sales Executive

Sales/Retail

Entry Level

• Selling the company's products including: Computers, Laptops and Hardware devices.
• B2B sales involve selling products or services from one business to another.
• B2C sales involve direct selling to the consumer or end user.
• Listening to customer requirements and presenting appropriately to make a sale.
• Maintaining and developing relationships with existing customers in person, and via telephone calls and emails.
• Arranging meetings with potential customers to prospect for new business.
• Negotiating the terms of an agreement and closing sales.
• Gathering market and customer information.
• Negotiating on price and costs, delivery and specifications with buyers and managers.
• Challenging any objections with a view to getting the customer to buy.
• Reviewing our own sales performance, aiming to meet or exceed targets.


Company Details

Future Computer System

Cairo, Egypt

101-500 employees

Computer Hardware

N/A

Oct 2006 to May 2009 (2 years 7 months)

Achievements


After a wide range in Retail stores and achieved our organization monthly sales target and KPIs, I got promoted to join the Retail Operation department as Retail Operation Team Leader.


Education

MBA in Marketing

Education Details

MBA

Marketing

ESLSCA Business School, Egypt

B / Very Good / 75 - 85%

N/A

N/A

ESLSCA Business School
2015 - 2017 (Expected)
English Law in English Law

Education Details

English Law

English Law

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
2006 - 2009

Certifications

Certificate details

Professional Sales & Marketing Certificate

Jan 2010

N/A

N/A

N/A

Dale Carnegie

N/A

Training and Courses

Training/Course Details

BBSA program

Dec 2009

“Future Generation Foundation”

N/A

Training/Course Details

English

Jan 2010

Berlitz

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveArabicArchimedia EgyptAssistant Showroom ManagerBBSA ProgramBusiness DevelopmentComputer HardwareCreativeCustomer Care RepresentativeCustomer ServiceEnglishEnglish LawEntertainmentFlexibleFood And Beverage ProductionFood ServicesFrenchHorse RidingHospitalityInstallationItalianLeaderMBAMaintenanceMarketingMicrosoft OfficeMusicNegotiatorNetworkingOrganizerProfessional Sales & Marketing CertificateReadingRepairRetailRetail Operations Team LeaderSalesSenior Corporate Marketing CoordinatorSenior Sales ExecutiveSupportTelecommunicationsVodafoneVodafone Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Advanced

: Advanced

: Advanced

: Advanced

Italian

Italian

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Sales

Sales

: Expert

: Extreme - I love it!

:

More than 7 years

Marketing

Marketing

: Expert

: Extreme - I love it!

:

More than 7 years

Networking

Networking

: Expert

: Extreme - I love it!

:

3-5 years

Key Skills

Leader, Negotiator, Creative, Organizer, Flexible / Adaptive

Online Presence

https://twitter.com/mr_amohamed

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