Mohamed Ahmed Moustafa

Cell: 929-***-****/email: acw1hu@r.postjobfree.com

LinkedIn: Mohamed A. Moustafa

(Authorized to work in the US)

Summary - Over eight years’ experience in the fields’ of Customer Service and Sales.

As leader of customer care department, I have taken key role in improving customer experience through the following tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues.

Career Objective – Customer service management role in fast paced environment, where managing, leading and assuming responsibilities of all customer care activities and services, will ensure that the organization has broad-based, satisfied clientele.

Professional Experience:

Country Sales Manager (B2B, B2B2C, B2C) – Rocker Internet gmbh “Jumia” – (Sep’15 – Jan”16)

• Managed sales department concerning all company products in Egypt

• Ensured consistency, profitable growth in sales revenues, deployment and management of sales personnel.

• Responsible for overseeing full recruitment of the department

• Identified objectives, strategies and action plans to improve short and long-term sales and earnings.

• Evaluated and implemented new sales techniques targeted to increase the company’s sales volume

Senior Customer Service Manager - Rocket Internet gmbh "Jumia" - Egypt (Nov’14 – Sep'15)

• Oversee recruitment, hiring, and training of customer service staff to further company goals and sustain high customer service benchmarks

• Identify performance improvement opportunities across teams to drive efficiency

• & customer satisfaction

• Identify opportunities for process improvements and recommended strategies to enhance customer service.

• Strengthen relationships with key internal staff across shipping, manufacturing, and quality assurance departments to optimize customer service processes and procedures

• Run periodical reports tracking customer satisfaction as well as analyze customer feedback (NPS, Customer Satisfaction, Order Cancellations Waterfall).

• Monitor overall order SLA reports, CS & Operations SLAs.

• Meets customer service financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances and initiating corrective actions

• Improving customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

Senior Operations Manager - Stream Global Services (SiriusXM Account) - Egypt (May’09 – Feb’14)

• Provide day-to-day supervision and management of team

• Supervised and assigned duties to agents and scheduled break periods

• Successfully collaborated with training department for new hire on-boarding and training in-services for clients, resulting in more effective and efficient on-boarding and improved client satisfaction and loyalty

• Provided backup assistance as needed for all front-end employees

• Administer payroll in accordance with company policy and procedures

• Established individual productivity and quality metrics to compliment corporate-specific metrics

• Work closely with Site Leadership to ddiscuss and reduce attrition rates where possible.

- Trainer/ Coach

• Worked closely with the clients, training and quality teams to develop and deliver customized training programs for new hires.

• Backup, update, design and implement the training materials according to new updates and requirements provided by the client

- Senior Support Professional

• Responsible for ensuring all sales, customer service and service objectives were met

• Responsible for analyzing, investigating and subsequently resolving difficult customer account issues in a timely manner

• Responsible to effectively train new and existing support professionals on

• new or updated policies and procedures

-Support Professional

• Responsible to manage, set metrics and goals while still providing an

• Excellent customer experience.

• Answer inquiries and provide information to customers.

• Explain the type and cost of services offered, sell merchandise, and

• Arrange for billing for services.

• Receive and log complaints, investigate, arrange for refunds and credits.

Areas of expertise:

1. Maintaining strong client relationships

2. Team building and training

3. Planning and execution

4. Process development and Improvement

5. Customer needs/satisfaction assessments

6. Complaint handling and resolution

7. Staffing customer service and sales professionals

8. Logistics/Cost reduction strategies

Other Skills:

Personal:

Good Leadership skills, Strong presentation and communications skills, Creativity, Fast learner, Self-motivated, Ambitious, Hard working.

Computer Skills:

Excellent knowledge of Microsoft: Excel, Word, PowerPoint.

Languages:

English, Arabic

Education:

• Bachelor of Management Information Systems - Cairo, Egypt

• School: Thebes American College - Cairo, Egypt

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