Customer Service Manager - H & S Duty Manager

Resume of Adham Mostafa Page * of *

ADHAM MOSTAFA

CUSTOMER SERVICE PROFILE

Profile Snapshot: Proactive, team-oriented Sales & Customer service Professional; 11+ years of work experience and documented record of strong and decisive leadership in Customer service, retention, Analytical planning and recruitment.

Talent for proactively managing customer service operations with repeated success in multiple markets, driving vision and achieving critical strategic goals.

Committed leader recognized for outperforming customer service and having formulated strategies to meet changing customer needs & expectations resulting into high level of customer satisfaction.

Strong business management and problem solving skills.

Effective communication skills with the capability to guide and mentor large teams to peak performance. CORE COMPETENCIES

Þ Customer service

Þ Guest relations

Þ Hospitality

Þ Retention Services Management

Þ Recruitment and Hiring

Þ Customer and business oriented.

Þ Sales.

Þ Social Media management

Þ Presentation Skills

Þ Public Relations/Events Management

Þ Communication and Leadership Skills

Þ Development and business management

PROFESSIONAL EXPERIENCE

Ski Egypt - Majid Al Futtaim

August 2016– Present (The Launching Team)

Snow park, Ski Egypt Customer service / Duty Manager

• Manage a team of 3 Team leaders with 60 Heads for customer service.

• Assist in recruitment for all departments and business units.

• Handling Guests complains and finding the best solution for best customer service experience.

• Adding development plans for the Quarter.

• Making action plans and analyzes the gaps and how to over come them.

• Assist in targeted public relations and advertising activities.

• Follow up on current challenges solutions.

• Health and Safety IOSH certified : Ensure that Health and safety regulations are being followed.

• Giving H & S trainings along with Customer service / Guest relations trainings.

• Certified trainer for all Customer service, Guest relations and technical operations. Resume of Adham Mostafa Page 2 of 4

Moustache Marketing solutions

September 2015 – August 2016

Recruitment and Customer service head

• On line customer service for cafes and IT solution products.

• Building FB / Instagram and Linked In pages for the client and answering all customers questions.

• Handling Guests reviews and customers complains.

• Adding Marketing plans and creating of events and promotions.

• HR Recruitment Manager for Cafes and companies.

One Link Contact Center

September 2014 – September 2015 (The Launching Team) Head of Contact Center / Recruitment Manager

• Launching of two new contact centers for inbound and outbound customer service and sales.

• Responsible for the whole contact center’s departments (HR, IT, Sales, Marketing, Social Media, etc

• Targeted promotional campaigns and one-on-one selling.

• International promotion and image building.

• Work In parallel with Local and foreign promotion networks to generate contacts and potential hot leads.

• Promote targeted public relations and advertising activities.

• Provide follow-up to foreign customers to advance the promotional process and close deals.

• Making action plans and revenue plans for the upcoming year.

• Adding targets and provide the most suitable solutions for current situation.

• Crisis Management.

• Follow up on customer complains and ensure the satisfaction of the customer.

• Client relation and management and bringing new potential clients to business.

• HR Recruitment Manager

Stream Global services (Convergys)

May 2012 – September 2014

Customer service Account Manager

• Working with a team of 5 managers reporting to me with 150 agents.

• Handling 3 Main accounts with different languages (Arabic – French – Italian – English – Spanish and German) covering Africa, Americas and Europe.

• Achieving clients targets in (NPS – Customer Satisfaction – Quality – AHT – Retention – Abandon rate and Service Level)

• Making Invoices, Analyze revenue, Gross Margin and profit.

• Managing the attrition in the 3 accounts and ensuring team spirit is present with positive environment for colleagues.

• Attending regular phone and face-to-face meetings with clients and new business providers.

• Certified account manager.

• Certified first aider.

• Representing my 3 accounts in the international MBR and QBR.

• Assist in hiring process and screening.

Resume of Adham Mostafa Page 3 of 4

Stream Global services (Convergys)

April 2010 – May 2012

Customer service Team Manager

• Handling a team of 40 + agents.

• My team was handling retention, Customer service, Technical support and welcoming Queues for Canadian customers.

• Working with HR for recruitments and building company image.

• Events planning.

• Achieving sales targets and adding plans increasing our sales. Stream Global services (Convergys)

August 2009 – April 2010 (Launching Team)

Customer service senior / Associate trainer

• Trainer for the new comers by giving customer service trainings and technical trainings.

• Mentor / Senior by taking supervisor calls and guests complains along with hard cases.

• Supervise the customer service / Call center agents and work on developing them. MI Sawco (Schlumberger Company)

June 2007 – July 2008

Drilling Fluid Engineer

• Working as drilling fluid engineer.

• Working on site (24 Hours on call).

• Manage the drilling operation in various areas in Egypt. Multi Pharma

October2006 – June 2007

Medical representative

• Overachieving my targets with 11%

• Working in a team of 11 representatives

• My work was a mix between sales and building relations with doctors to increase my sales. PROFESSIONAL DEVELOPMENT

Training Courses Attended

Þ Customer service account Manager

Þ Health and Safety

Þ Customer satisfaction.

Þ First Aid.

Þ Comfort zone enlarging.

Þ Incident reporting

Þ Invoices and revenues.

Þ IOSH

Þ HSE

Þ Service delivery Management

Þ Emotional intelligence Development

Þ Fraud risk Awareness

Þ Safe guard

Þ Security Awareness

Þ Business Continuity Management

Þ Leadership communication

Þ Developing service mindset

Þ Business Innovation foundations

Þ Developing a competitive strategy

Resume of Adham Mostafa Page 4 of 4

EDUCATION

University: 6th of October

• Faculty: Pharmacy

• Graduation year: 2006

School: Pyramids Language School

Graduation Year: 2001

LANGUAGES

Þ Arabic: Mother Tongue.

Þ English: Fluent.

Þ French: Fair

COMPUTER SKILLS

Þ IOS : Excellent

Þ Windows : Excellent

Þ Microsoft Excel : Excellent

Þ Microsoft Word : Excellent

Þ Microsoft PowerPoint : Excellent

Nationality: Egyptian

Date of birth: 19th of June 1984

Present address: Villa 1107 Yasmeen Compund, Sheikh Zayed city, Cairo. Contact details: +2-012********

Email: *****.*******@*****.***

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