Mahmoud Hussien

Address: ** *****'s buildings, Maadi, Cairo, Egypt Mobile Number: +2-011********

Email address: adf1hx@r.postjobfree.com Home Number: +2 27044261

Personal Profile

Current Job: Senior CS and Sales Team Leader in JUMIA Egypt

Date of birth: 27th of February 1985

Languages:

1.Arabic: Mother Language

2.English: Fluent

3.French: Fair

Education

Helwan University (Faculty of Law)

Shorouk Language School (High School)

Professional Experience

Senior Customer Service and Sales Team Leader JUMIA Egypt (November 2019 - Current):

Responsibilities:

To manage the e-commerce team to achieve sales and revenue targets on a daily weekly and monthly basis

Manage the daily Targets (Number of Orders, NMV, GMV and C-sat)

Responding to customer questions and queries in a timely manner

Keeping up to date with business development and new product lines

Conduct One to One’s and team meetings

Work closely with the Team Leaders and Agents, motivating and coaching them

Manage the fair and consistent application of performance management and disciplinary measures as necessary

Conduct and attend meetings with top management to discuss Team Leaders’ performance

Manage Performance success plans for the under-achiever’s team leaders

Monitor random calls to ensure the team is following the company’s sales policies

Sales Team Leader NAOS – US Account (November 2018 – October 2019):

Responsibilities:

Work closely with the team, motivating and coaching them in order to achieve the target

Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction

Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture

Daily calls monitoring in order to make sure the team is following the quality criteria

Hosting One to One’s and team meetings

Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved

Support the Senior Manager to highlight operational risks and areas for improvement

Logistics and Operations Manager – La Muse (January 2017 – Current)

Responsibilities:

Use associated information systems to coordinate and control the order cycle

Use data available to evaluate performance and quality and to plan improvements

Develop business by gaining new contracts, work on customers’ satisfaction, analyzing logistical problems and producing new solutions

Understand, work with and possibly help to develop e-commerce

Continually try to improve and develop business performance within the constraints of legislation, fuel costs and rising environmental pressures

Technical Support Supervisor - SYKES (November 2015 – December 2016)

TomTom GPS (USA and Canada):

Responsibilities:

Be in charge of running and managing the call center daily

Set targets for all other call center agents to meet up with

Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to

Understand all organization’s products, services, procedures and guidelines and communicate same to all team members

Prepare forecasts and budgets for the call center

Monitor all calls to ensure that due procedures and quality standards are strictly adhered to

Facilitate and organize training session for all agents and participate in recruitment of new call center agents

Recommend and purchase gadgets to enhance job performance at the call center

Conduct regular review of all call center agent’s performance and organize training sessions for under performers

Submit regular reports to management and seek new ideas and strategies to improve performance at the center

Keep up with trends and happenings in the industry and ensuring adherence to industry standards

Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times

Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

Senior Operations Team Manager – SiriusXM Satellite Radio (USA) – Convergys:

(June 2012 – April 2015)

Responsibilities:

Lead team members, foster their professional development and growth, and promote teamwork and cooperation

Provide day-to-day supervision and management of directly assigned team of Team Managers

Administer payroll in accordance with company policy and procedures

Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from agents

Team with support organizations (Quality and Learning, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities

Responsible for understanding and complying with all company and team policies and procedures

Prepare, process and conduct annual performance appraisals for assigned managers on time

Under the direction of the Service Delivery Manager, manage team KPIs and Retention initiatives. Participate in root cause analysis regarding attendance challenges and attrition

Operation Team Manager – Convergys (January 2010 – May 2012)

SiriusXM Satellite Radio (USA):

Responsibilities:

Lead Support Professionals, Foster their professional development and growth via effective coaching and communication

Conduct multiple call-coaching training sessions each week, provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner.

Administrate and manage payroll in accordance with company policy and procedures

Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice

Schedule and coordinate team activities

Coach and Mentor Support Professionals to ensure goals are developed for their personal and professional growth and development

Prepare process and conduct annual performance appraisals for assigned Support Professionals on time

Partner with Human Resources to Screen, Interview and Hire Support Professionals for contract, ensure that effective training and mentor resources are provided for all employees

Attend required Manager Development Training

Trainer – Convergys (November 2009 – December 2009)

SiriusXM Satellite Radio (USA):

Responsibilities:

Deliver Culture Training.

Deliver Communications and Soft Skills Training.

Deliver the Product Training.

Mentor – Convergys (July 2009 – November 2009)

SiriusXM Satellite Radio (USA):

Responsibilities:

Work on the Support line for Escalations, Billing and Technical issues

Deliver Updates sessions for the Customer Support Professional.

Support Professional – Convergys (May 2009 – July 2009)

SiriusXM Satellite Radio (USA):

Responsibilities:

Activate the Satellite Radio and Internet services for Customers.

Solve Billing and basic Technical issues.

Up sell and collect late payments.

Technical Support Professional – Xceed (March 2008 – May 2009)

XBOX Customer Support (UK):

Solve Technical issues and create repair orders for consoles.

Sales Support Professional – Xceed (August 2007 – March 2008)

The Sun Media (Canada):

Call Canadian residents to sell discounted subscriptions for a Canadian newspaper.

Sales Representative – Raya C3 (April 2005 – August 2007)

Nobel Talk (USA)

Dell (UK)

Yellow Pages – Collections (USA)

American Intercontinental University (USA)

Activities

Traveling

Reading

Camping.

Climbing.

Football.

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