Name : Moustafa Mohammed Amer

Mobile : +971*********

Email : ad01qa@r.postjobfree.com

Executive Summary

• fast track achiever having formal education, 10+ years of gulf experience, skills Strategic and attributes for a rewarding role in the domains of Customer Service, Sales, Business Development, Marketing& Quality Management.

• Equipped with sound business and commercial acumen utilized in developing effective business plans, devising innovative marketing strategies, organizing creative promotional campaigns, exploring new business opportunities, broadening up network and managing exceptional client relations.

• Possesses a unique blend of abilities and experience, resulting in the development of a highly skilled, clear thinking and practical employee.

• Creativity and versatility help me in planning and implementing strategic proposals to enhance and develop new and existing business.

• An inspiring leader who works continuously to develop and implement new and innovative processes.

Gulf experienced Professional

Customer Service Orientation

People Management & Leadership

Strict Compliance to Policies & Standards

Strong Commitment to Service Excellence

Academic Education

Bachelors in General Law – Tanta University

Career experience

Call Center Agent

Etisalat Appointment Center-UAE 2015 2020

Customer Service Associate

Emaar Retail LLC - UAE 2012 -2015

Senior Cashier

Burger King Fast Food Services LLC UAE 2010 -2012

Customer Service Officer supervisor

Etisalat Egypt 2020-2023

Achievements

• Designed and implemented innovative CRS model, resulting in increased levels of customer satisfaction.

• Developed and introduced a successful CRM model, which was adopted throughout the entire organization group.

• Designed and implemented various projects and programmers for staff motivation, training and coaching.

Areas of expertise

• Increases operational efficiency through ongoing development of customer databases, creates effective customer segmentation and generates increased customer numbers and business retention.

• Develops and directs long range strategies, as well as managing annual business planning processes for increased cost-effectiveness, efficiency, focused business direction and greater market coverage.

• Responsible for developing and introducing productive and structured sales techniques and models, increasing team motivation and staff retention.

• Manages and drives growth and profitability plans in line with corporate goals and competencies.

• Agrees, implements and manages SLA’s with service users and business partners. IT Skills

• Proficient in MS office Suite, E-mail & Internet applications. Personal Details

Nationality : Egyptian

Date of Birth : 25th March 1989

Marital Status : married

Visa Status : visit Visa

Languages : English and Arabic

Availability : Immediately

Call Center Agent

Etisalat Appointment Center-UAE (2015 2020)

Managing large amounts of inbound and outbound calls in a timely manner

Following call center “scripts” when handling different topics

Identifying customers’ needs, clarify information, research every issue and providing solutions

Obtains client information by answering telephone calls; interviewing clients; verifying information.

Determines eligibility by comparing client information to requirements.

Establishes policies by entering client information; confirming pricing.

Informs clients by explaining procedures; answering questions; providing information.

Maintains communication equipment by reporting problems.

Updates job knowledge by studying new product descriptions; participating in educational opportunities.

Accomplishes sales and organization mission by completing related results as needed

Customer Service Associate

Emaar Retail LLC - UAE 2012 -2015

• Provided managerial leadership for Customer Services Team across gulf region.

• Managed daily operation of Customer Support Team.

• Developed and oversaw customer service policies and procedures to improve customer satisfaction

• Developed escalation procedures to insure timely response and resolution to customer concerns.

• Worked in conjunction with other departments to develop overall incident management strategies.

• Streamlined problem management process for better efficiency and effectiveness.

• Used historical data to insure adequate coverage for all shifts to meet customer needs and requirements.

• Met with clients review support model to insure effective client service strategies.

• Re-designing processes and analyzing results & implementing changes accordingly.

• Providing help desk resources and technical advice, resolving problems, giving advice, detecting and diagnosing problems of customers.

Senior Cashier

Burger King Fast Food Services LLC – UAE 2010 -2012

• Maintaining customer satisfaction by providing problem-solving resources.

• Accountable for cash transactions, card payments, cheque payments and provide reconciliations (daily and monthly).

• Liaising with auditors and company executives and answering queries on financial based matters.

• Depositing cash the bank as per company policy.

• Counting bulk cash manually and through the cash machine.

• Checking on currency frauds, (duplicate notes) while receiving payments.

• Ensure that all transaction receipts / invoices are entered appropriately into the system.

• Responsible for monthly and annual invoice payments and liaising with Finance department for settlement.

• Communicating effectively with vendors to ensure all company purchase orders are received accurately; quantities and prices are according to approved mark-up policy.

• Review financial paperwork and procedures and make appropriate changes.

• Responsible for paid invoices, cash receipts and refunds. Customer Service Officer supervisor Etisalat Egypt2020- 2023

training staff in areas of customer service and company policies. Managing cashier coverage and customer flow to ensure proficient customer service. Monitoring and authenticating returns, exchanges, and voids. Investigating and solving customer service .

Manage the daily call-center operations from an “end-to-end” service perspective from service readiness to service fulfillment to assurance of service fulfillment.

Ensured continued customer loyalty and satisfaction & determined each customer's needs.

Consistently deliver quality service to our customers to achieve total customer satisfaction.

Solicit customers’ feedback and identify problem trends for improvement actions.

Ability to understand customers’ needs and provide appropriate solution and attention. References

Will be furnished upon request

I hereby declare that the above-furnished information is correct to best of my knowledge. Moustafa Mohammed Fathi Amer

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