Head of Operation and Administrative Affairs

Ramy Edward Amin

Address: *** ** ******* **** **** 9 El Shaymaa St, Cairo, Egypt.

Telephone: +20-224****** Mobile: +20-122*******

E - Mail: ********@*****.***

LinkedIn: www.linkedin.com/in/ramy - edward - amin - 18574b37 Objective: Seeking a management position in sales, operation, and customer service where I can enhance my career path, have new challenges, and develop on my knowledge and experience.

Experience Summary:

Dynamic and results-oriented Sales and Operations Management professional with over 18 years of experience in driving retail excellence and achieving business objectives. Proven record of accomplishment in leading high-performing teams, optimizing day-to-day operations, and delivering exceptional customer service. Recognized for surpassing sales targets and contributing to company growth through strategic planning and performance management

Work Experiences:

AlfaCure Pharmaceuticals

Head of Operation and Administrative Affairs (Jan. 2023 till Present) Directing and supervising the below departments:

1. Fleet Department

2. F&B Department

3. Occupational Safety and Health Administration Department 4. Security Department

5. Industrial Safety Department

6. General Services Department

Job Description:

• Develop plans and administrative tasks to use the maximum capacity of workforce in order to achieve the best-desired results at the most appropriate time with the best cost.

• Preparing the annual budget for the administrative affairs expenses

• Ensure that all facilities and services for all employees are carried out efficiently and in a timely manner.

• Evaluate the Performance of each Department Manager and employees with the overall Department KPI.

• Monitor the purchasing orders for all departments.

• Managing, following up, reviewing and signing private contracts with external parties according to the company policy.

• Motivating and supporting individuals to increase their productivity.

• Cooperating with all departments and trying to overcome any obstacles or problems within the limits of functional jurisdiction.

• Daily follow-up with department heads, each in his/her field.

• Follow up on all administrative expenses and work to find solutions to rationalize the department expenses.

RATP Development Mobility Cairo

Zone Manager (Jan. 2021 till Jun. 2021)

• Direct, hire and develop a team or around 330 employees as sale agents, Gate agents and information agents.

• Supervise and performance the teams against day to day operation, organizational, departmental, station and individual objectives

• Cash Handling process and accuracy to meet the best environment to the customer using the Metro and increasing the cash flow for the company.

• Meet customer experience KPIs in stations and sales KPIs • Provide excellent customer satisfaction by operating services as per Company policy.

• Participate into the testing and commissioning of station equipment. Develop and attend tests to ensure station equipment meet customer service requirements

• Continuously improve customer service experience through innovative thinking and engaged employees

• Promote a positive Safety culture within the workplace and attend any Safety related meetings/briefings as required within the Job role.

• Comply with the requirements of the Company Safety Policy and Safety Management System.

• In conjunction with the HSE & CSR Manager, ensure that all accidents and ‘near misses‘ are properly recorded, reported and investigated to determine the root causes

• Submission of Hazard observations in accordance with Hazard observation reporting guidelines

• Ensure that all potential risks that may come from performed activities are identified and mitigated

Kinetic- Apparel

General Manager (Apr. 2019 till July 2020)

• Drive Sales - identify local opportunities to increase sales and provide excellent Customer service to ensure repeat business.

• Control Costs – assist with P&L, budget, inventory, production and Customer Service.

• Team Work – bring employees together and motivate them to provide an excellent customer experience.

• Ensure policies and procedures are upheld at all times.

• Be proactive in reaching our Company goals in sales, service, appearance; while creating a positive, fun and productive working environment.

• Collaborate with the Store Manager and other members of the management team to achieve EBITDA, sales and margin goals.

Orange Egypt

Manager, Retail Sales (Jun. 2006 – Dec. 2017)

• Achieving all KPIs for the customer center with over 100% and a tremendous achievement in 2014 that was 235% and 175% in 2015 and the customer center was nominated as the best shop all over Cairo.

• Direct, develop, support, and assess staff to provide high level of service and achieve their KPIs.

• Increase customer satisfaction and loyalty achieving over 95% for the last 2 years.

• Regular visits with the corporate team to supervise their work and build a relation with our key accounts to develop and enhance our services.

• Responsible for the performance of the nearby franchise shops and express shops giving them support in logistics and management.

• Insure the accuracy of the cash flow in the customer center that allow the perfect movement for Orange Money.

• Supervise and monitor the cash activities and insure it is accuracy for the benefit of the customer and the company.

• Supervise the corporate Sales Team for SME and organize their activities.

• I was certified trainer from Orange academy since 2014.

• Held training sessions for the team members on technical issues (BSCX, WINCASH and Siebel), softs skills (body language, setting and managing priorities and turning angry to satisfied customer) and also business skills

(SALSA training a special designed training in sales & customer experience for orange, sales techniques and time management)

• Coaching the team to introduce new plans to customers to meet sales targets.

• Propose tools to achieve customer center quantitative and qualitative objectives.

• Enhance customer experience though developing and smoothing the workflow inside the customer center

• Participate in many projects to enhance the customer experience inside orange shops like inventing a new queuing system and its priorities.

• Analyzing the sales figures to be always updated on the performance in order to be able to change the sales achievements plan if needed.

• Coordinating with the other departments for the major complaints to ensure the satisfaction of the customer’s needs.

• I was the interface with the HR department concerning the headcount of the region and assigning the job discerption for specific titles.

• Organize with the HR department for a recruitment open day to hire junior staff for the retail.

• Build team spirit and staff loyalty in the customer center. The Egyptian Company for mobile Services (mobinil) Deputy Shop Manager (Supervisor) (Jan. 2004 till May. 2006)

• Support the team to achieve their target & to smooth their day-to-day work and duties.

• Coaching the team on how to introduce new plans to customers to meet sales targets.

• Validate equipment orders and control the stock level.

• Handle customer center requests, stock and administrative work.

• Revise the cash flow closure of the customer center. The Egyptian Company for mobile Services (mobinil) Senior Customer Center Representative (Aug. 2000 till Dec. 2003)

• Best agent in 2002 & 2003 and the Best agent in 2004 in selling post-paid lines.

• Winning many contest in sales.

• Responsible for maintaining best positive image through professional handling.

• Handling angry customers in a professional way and responsible for FIRST CLASS customers and corp. large accounts.

• Make the daily briefing for the shift members.

• Responsible for the stock management in the whole shop and closing 2003 and 2004 with ZERO variance.

• Inventing new daily sheets to facilitate the routine work of the employees. General Manager – More & More Restaurant Egypt (Jul. 1999 - Apr. 2000)

• Increase sales by introducing new menu items.

• Responsible for the P&L and cash flow.

• Supervise the introduction and application of any new product.

• Responsible for the procurement of the restaurant (raw materials and supplies)

• Monitor the inflow and outflow of the materials and supplies

• Enhance customer experience & satisfaction inside the restaurant. Education

• Preparatory and Secondary Education Certificate: Patriarchal Collage School (Frere)

"Language School" (1995)

• B Sc. of Tourism & Hotel Management; Hotel Management Major- Helwan University. (1999).

Languages

• Perfect spoken and written English and Arabic

• Fair knowledge of French and German.

Computer Skills

• Microsoft Office (Excel, Word and Power point).

• Oracle Applications (Stock Control)

Personal Skills

• Communication Skills (Handling A+ Customers and workforce).

• Training Skills (on the job trainings & off the job trainings) worked as a co-trainer with the HR department.

• Performing a lot of trainings to the staff (technical and soft skills).

• Management/Teamwork Skills (worked with a multi tasks teams & managing a big team 30+)

• Ability to meet deadlines and detail oriented.

Additional Courses

• Leadership Essentials. (By Orange Academy)

• Train the Trainer. (By Orange Academy)

• Creating and Maintaining a Positive Work Environment. (By LTC)

• Motivating Human Behaviors. (By AB Associates)

• PMDC (Performance Management Development & Coaching). (By Quest)

• Dynamic Delegation and Great Feedback workouts. (By Wellness) Personal Information

• Date of birth: April 8th, 1977

• Nationality: Egyptian

• Military Service: Exempted.

• Marital Status: Married.

Contact this candidate