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Customer Service Manager

Location:
Salt Point, NY, 12578
Posted:
March 17, 2020

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Resume:

Contact

010******** (Mobile)

adccf6@r.postjobfree.com

www.linkedin.com/in/mahmoud-

talaat-a46ba3b3 (LinkedIn)

Top Skills

Microsoft Word

Information Technology

Team Building

Mahmoud Talaat

I can work in :- - Customer Service Management. - Business Development Management. - Business Communication

Management.

Summary

Well experienced with customer relations management and business development management. This is the reason why i am Searching for a good opportunity to enhance my skills.

Experience

Shezlong

3 years 4 months

Chief Communications Officer (CCO)

January 2017 - November 2019 (2 years 11 months)

Egypt, 6th October

Worked as CCO, Responsible for company's communications with customers, therapists, investors, and marketing.

* Customers: Observing the performance of the CRM supervisor. Setting the CRM policies and procedures. Also the team work-lines that includes the CRM working standards (Utilization - Quality - Retention&Conversion - Customer Satisfaction).

* Therapists: Kept updated with our therapists inquiries, requests for system updates or any other business requests. Made sure that the team responsible for the therapists contact is under my direct observation.

* Investors: Setted plan for the investors team. Made sure to attract synergistic investors with our great business plans. Also the income and the rate of progress.

* Marketing: Implemented new marketing techniques depends on the field environment. Took the first step to globalise our service in US, UK, Europe, and the gulf area.

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* Supported the financial team with implementing new methods of verifying the customer payments, And new techniques to verify the refunds requests on the end of the CRM team.

Customer Service Department Manager

August 2016 - December 2016 (5 months)

Egypt, 6th October

Worked as CRM department manager. Setted work standards for the CRM team, Medical team. Made sure to establish clear policy for the department employees. Setted KPI program for the department as incentive to the employees.

Established work standards includes (Utilization - Quality - Retention&Conversion - Customer Satisfaction). Made sure that our department employees follow the new established policy. Setted a plan to expand the therapists team regarding the proper increase of customer numbers. We were successful to increase the therapists team with more than 25 psychological experts. Who had a high academic profiles. Provided them with good business offers which made them active on our e- platform till today.

Established quality team that helped our current and future team members to follow the CRM work standards. Having quality update on their performance monthly.

Established training unit that helped our current and future team members to receive product knowledge sessions, Updating the product knowledge material, Business knowledge sessions, Business etiquette sessions, Language sessions, and sessions to share company vision. Vodafone Business

1 year 4 months

On Loan Supervisor

February 2015 - July 2015 (6 months)

Egypt, 6th October

Promoted to be on loan supervisor. Taking care of the team numbers including

(Utilization - Quality - Retention&Conversion - Customer Satisfaction). Senior CSR

April 2014 - February 2015 (11 months)

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Egypt, 6th October

Worked as Senior CSR at Vodafone UK SMB (small business team) whilst establishing the account in Egypt 6th of October 6th Horizon VF building. Supported the account during work time as a senior agent, Answering phone calls from UK SMB clients. And sending e-mails with the off queue team. Taking over the customers complaints about their bills. Also making sure they are satisfied with our service standards.

Subcon Laser Cutting Ltd

Logistics Coordinator

December 2009 - January 2014 (4 years 2 months)

Nuneaton, England

Responsible for Import Logistics Analysis and Reporting. Making field visits to making sure staff ordered properly using transportation lines as scheduled. Also purchasing and procurement, shipping and receiving and issuing of equipment, tools, consumable items or anything else obtained through the company system. Giving sessions about the new supported techniques can be done whilst in the AO (area of operations).

Education

The University of Manchester

Bachelor of Laws (LLB), International Law and Legal Studies · (2009 - 2012) Ain Shams University

Bachelor's degree, Business Administration and Management, General · (2004 - 2008)

Nasser Military High School

High School Diploma, Literary · (2001 - 2004)

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