Amr Gabr
E-commerce & Facility Management Supervisor
New Cairo
Summary
Obtain a challenging leadership position applying creative problem solving and lean management skills with a growing company to achieve optimum utilization of its resources and maximum profits.
Developed skills in fast-paced, dynamic environment, focusing on team leadership and project execution. Excel in streamlining processes and enhancing team productivity through effective communication and problem-solving. Seeking to transition these capabilities into new field, leveraging strong organizational and strategic planning abilities.
Overview
12
12
years of professional experience
2013
2013
years of post-secondary education
Work History
E-commerce & Facility Management Supervisor
Alshaya Group
09.2022 - Current
- Improved overall department performance by identifying areas for growth, developing action plans, and providing targeted training.
- Evaluated employee performance regularly using objective metrics, providing constructive feedback for continuous improvement opportunities.
- Coordinated efforts between various departments to facilitate seamless workflow and optimize overall project outcomes.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed detailed plans based on broad guidance and direction.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Launched quality assurance practices for each phase of development
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Service Consultant MENA
Alshaya Group
05.2020 - 07.2022
- Company Overview: Company Industry: hospitality, edutainment, training, and education
- Handles inquiries of moderate scope and complexity.
- Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods.
- Handles varied customer transactions, including inbound calls, service complaints, general product inquiries, customer order entry, and servicing customer accounts.
- Communicate with other departments and providers to research and resolve issues, identify and implement service solutions; monitor progress using service measurement systems; identify areas to improve communications and efficiency of operations through continuous improvement efforts; work to enhance knowledge in key service areas; creates basic reports and provides moderate analysis.
- Handles customer inquiries/complaints of moderate scope and complexity such as product returns/exchanges, pricing issues, product promotions, where to buy products, etc. and suggests improvements to respective department(s).
- Builds credibility and trust with customers by providing value added services such as recommendations for product applications and order enhancement and work to identify areas of opportunity to improve customer satisfaction, communication, and efficiency by analyzing, recommending, and suggesting alternative solutions to meet customer needs and/or account specific needs.
- Assists in reviewing specifications for customer service methods and procedures.
- Performs order management including shipping routings, order consolidations, import/export, expedites, investigates customer billing issues.
- Review purchase order requirements to ensure compliance with companies' terms and conditions. Follows up with customer before accepting order if non-compliant orders.
- Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards complies with corporate policies and procedures, and acts in a manner consistent with company values and ethical standards.
- Company Industry: hospitality, edutainment, training, and education
Operations Team Leader
Alshaya Group
06.2018 - 05.2020
- Company Overview: Company Industry: hospitality, edutainment, training, and education
- Effectively leading more than 100 diverse staff in proper frame.
- Studying each duty report, guest comment reports feedback and shopper report to identify when we must correct.
- Analyzing the recurrent situations as per the occasional and define an action plan to correct when necessary/ maintain positive standard delivery.
- Guarantee the implementation of the brand standards of excellence by leading the team acquire them.
- Foster a customer-oriented mindset within the department and follow up constantly the team to maintain it high.
- Communicating all relevant information in the proper frame to all team members.
- Effectively informing the team about the company orientation, project and decision to reinforce the corporate knowledge.
- Ensuring and following up the proper induction of the new staff members in the department.
- Work closely with the training department to identify any relevant learning actions to foster performance.
- Measuring the results collectively and individually to guarantee the satisfaction of the customer expectations.
- Organize factual and effective 1 to 1 action plan with each team member.
- Ensuring the constant review and take proactive action in regards of health and safety.
- Ensure compliance to all food safety, company policies in the operations.
- Work closely with Cash office /Retail team to reduce the impact of wrong performance by analyzing any Report.
- Company Industry: hospitality, edutainment, training, and education
Senior Operations Coordinator
Kidzania Cairo
01.2016 - 06.2018
- Company Overview: Company Industry: hospitality, edutainment, training, and education
- Conducting the yearly staff appraisal and working on achieving the KPIs and the PMS.
- Supervise and develop the staff and other resources to achieve defined goals in an efficient & effective manner.
- Coordinate the documentation of all the operative activities with the corresponding department.
- Set goals and objectives for the team and set datelines for services provided.
- Maintains inventory by checking merchandise to determine inventory levels.
- Prepare monthly reports for Management reviews.
- Coordinates operations with coordinators to ensure consistency with policies and procedures.
- Ensure satisfaction of customer needs to the best possible way.
- Evaluate mystery shopper and quality service report in order to provide best service.
- Contributes to team effort by accomplishing related results as needed.
- Set goals and objectives for the team and set datelines for services provided.
- Prepare operations procedures in special events, Summer & Winter camp, Birthdays.
- Company Industry: hospitality, edutainment, training, and education
Operations Coordinator
Kidzania Cairo
11.2013 - 12.2015
- Company Overview: Company Industry: hospitality, edutainment, training, and education
- Training staff to deliver a high standard of customer service.
- Dealing with complaints and handling them.
- Issuing refunds or compensation to customers.
- Coordinate the Supervisors role assignations.
- Managing customer queues or crowd control.
- Prepares product or service reports by collecting and analyzing customer information.
- Contributes to team effort by accomplishing related results as needed.
- Detect whether a supervisor requires training.
- Detect material needs and deliver the report to management.
- Oversee, depending on visitor appraisal, operation participation and internal window sales and control compliance (discounts, courtesy passes, cash over & short and tallies).
- Authorize packages in the case the slip is lost and fill the format.
- Provide Management with support for payroll operations and incidence control.
- Company Industry: hospitality, edutainment, training, and education
Front Office Agent
Kidzania Cairo
06.2013 - 11.2013
- Company Overview: Company Industry: hospitality, edutainment, training, and education
- Handling face-to-face enquiries from customer.
- Inform customers of deals and promotions.
- Perform the ticket sales and inform visitors of parking activities.
- Receive and attend to visitors taking the pertinent actions for the fast entry and exit of the different types of customers in compliance with the pre-established service standards.
- Receive school visitors, as well as follow the bus reception logistics for the agile and safe boarding and disembarking of visitors.
- Provide attention to visitors who need information, to lodge a complaint or to make any kind of suggestion.
- Participate in night-time events when needed and provide information on the safekeeping objects and placement bracelets tickets on locker usage.
- Company Industry: hospitality, edutainment, training, and education
Education
Bachelor of Arts - Faculty of arts department of Greek and Latin studies
Cairo University
Skills
Customer relations
Employee engagement
Teamwork
Computer skills
Customer service
Problem-solving
Time management
MS office
Problem-solving abilities
Team leadership
Multitasking Abilities
Excellent communication
Decision-making
Self motivation
Problem resolution
Military Status
exempted
Personal Information
- Date of Birth: 09/30/89
- Marital Status: Single
Timeline
E-commerce & Facility Management Supervisor
Alshaya Group
09.2022 - Current
Customer Service Consultant MENA
Alshaya Group
05.2020 - 07.2022
Operations Team Leader
Alshaya Group
06.2018 - 05.2020
Senior Operations Coordinator
Kidzania Cairo
01.2016 - 06.2018
Operations Coordinator
Kidzania Cairo
11.2013 - 12.2015
Front Office Agent
Kidzania Cairo
06.2013 - 11.2013
Bachelor of Arts - Faculty of arts department of Greek and Latin studies
Cairo University
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