Mohamed Hamdey Hanafy

Mohamed

ServiceManager

Profile

Seeking a challenging position to enhance and develop my personal and technical skills in a company that should have many opportunities for an individual seeking the necessity of teamwork, association, and most important of all accomplishment in a comfortableflexibleenvironmentofhard work Employment History

Service Manager at Quintessentially, Cairo

September2020–Present

• Providingguidanceandleadershiptotheteam

• Implementpolicy,planningandstrategydecisions

• AssistHRwithrecruitingwhennecessary

• Ensuringclarityaroundprioritiesandgoalsfortheentireteam

• Creating daily andweeklyreports

• Overseebudgeting,reporting, planning,and auditing

• Guiding the talent identification and development processes for the team and function Working across functions with peers in other groups to ensure collaboration forsharedgoals

• Build alliances and partnershipswithotherorganizations Senior LifestyleManager at Quintessentially, Cairo August 2019 – September 2020

• Providingguidancetolifestylemanagers

• Ensuringclarityaroundprioritiesandgoalsfortheentireteam

• Creating dailyreport

• Guiding the talent identification and development processes for the team and function Workingacrossfunctionswithpeersinothergroupstoensurecollaboration for sharedgoals

• Interactingwithuppermanagementforreporting

Lifestyle Manager at Quintessentially, Cairo

August 2018 – August 2019

• Managing the lifestyle of VIPmembers

• Researching and arranging of Hotel reservations, flight bookings, restaurant & club bookings, health & beauty requests, gih ideas, sports, theater & concert tickets

• Intensive&extensivephoneandemail-based correspondence.

• Reactively handling all incoming lifestyle & leisure-related requests & inquiries from members in accordance with the company standard ‘Golden Rules of Member Assistance’

International-Requests Lifestyle Managerat

Quintessentially, Cairo

April 2019 – August2019

• Responsible for handling ‘international requests’ in the local office - incoming requests & inquiries from our 60+ other offices worldwide relating specifically to Egypt

Trainer at Quintessentially,Cairo

April 2019 – Present

• Responsible forconductingtrainingfor new hiring

Details

147 Noon, Hadayek El Ahram,

Cairo, Egypt

+201*********

adovxx@r.postjobfree.com

Date of birth:05/03/1992

Nationality:Egyptian

Links

Linkedin

Wuzzuf

Skills

Knowledge of MSOffice

Customer Relations

CustomerService

CRM

Effective TimeManagement

Complex ProblemSolving

LeadershipSkills

Critical Thinking

Digital Marketing

Marketing

Direct Sales

Matlab

AutoCAD

AdobePhotoshop

Able to manage and implement

SocialMediacampaigns

Languages

Arabic

English

French

Escalation Agent at Souq.com - UAE, Cairo

December 2017 – July 2018

• Confer with customers by telephone, e-mail or in person to provide informationaboutproductsorservices

• Resolve customer concerns in a timely and efficient manner utilizing the utmost respect and courtesy

• Communicate the company's purpose, core values and vision to customers

• Handle escalated calls, complaints, questions and queries and investigate in order to find a resolution

• Retain documentation and provide weekly and monthly reports to progress Obtain and examine all relevant information to appropriately disposition or resolve customer inquiries

• Strategize the best, most efficient way to solvecustomer issues

• Otherduties as assigned by management

Senior Customer Service Agent/Floor Support at

Souq.com - UAE, Cairo

January 2018 – July 2018

• Responsible fortheworkquality of all call center agents

• Reviewallcallcenterdocumentationandworkwiththerecruitmentstaff to coordinate newhireandtraining

• Ensure that all agents are performingat or above par

• Ensure compliance for quality assurance feedbacks and communication logs Monitor AHT (average handle time)

• Manage and coach a team of agents and conductperformance evaluations.

• Handle Manager call requests on spot

Tele-Marketing Agent at Centro Global Solution,

Cairo

November 2016 – August 2017

• Deliver prepared sales talks, in order to persuade potential customers to purchase products

• Explain products, services and prices, and answer questions from patients. Obtain customer information such as name, address, and medical insurance, physician details and create a profileforpatients

• Call Physicians and confirmingthe patient's infoand fax them a prescription Customer Service Advisor at Souq.com - UAE, Cairo

October 2017 – December 2017

• Handling inquiries Answering incoming calls

• Offering customers products and services Performing administrative functionsUpdatingclientaccounts

• Processing customer correspondence

Education

Faculty of Mechanical Power Engineering - Helwan

University, Cairo

September 2011 – May 2016

Excellent, Helwan University, Cairo

September 2015 – May 2016

Graduation Project " Combustion performance of a gaseous fuel in an Elliptic burner"

95%, Gamal Abd El Nasser Language School, Cairo

September 2009 – May 2011

National High School Certificatewith grade: 95%

Courses

• Onboarding New hires as a manager, Lynda.com

• New Manager Foundations, Lynda.com

• Sales Negotiation, Lynda.com

• Persuasive Selling, Lynda.com

• Content Marketing Fundamentals, Lynda.com

• Learning Social Media Monitoring, Lynda.com

• Content Marketing Masterclass, Lynda.com

• Learning Content Marketing, Lynda.com

• Sales Negotiation, Lynda.com

• Plumbing System Design, MTC Training Centers

• Firefighting System Design, MTC Training

Centers

• ICDL, Hand in Hand

Internships

Trainee at West Cairo Electric Stations, Cairo

July 2019 – July 2019

Trainee at FabLab, Cairo

September 2014 – October 2014

Trainee at Egypt Air, Cairo

July 2014 – August 2014

References

Refrences are available upon request

Contact this candidate