Summary
Overview
Work History
Education
Skills
Job Title
Hobbies and Interests
Languages
References
Timeline
Generic
Bahaa Elgreatly

Bahaa Elgreatly

Alexandria, Egypt

Summary

  • Hardworking and motivated professional with 17 years of experience and record of success in Customer Care. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.

Overview

18
18
years of professional experience

Work History

Public Relation Manager And Vice Principal for Students Affairs And Human Resources

Brilliance International School
08.2018 - Current
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Ensured compliance with industry regulations and company policies.
  • Conducted performance reviews for team members.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Provided leadership during times of organizational change or crisis situations.
  • Implemented process improvements, resultingin an increase in operational efficiency.
  • Trained employees on additional job positions to maintain coverage of roles.

Customer Service Manager and Consumer Electronics Maintenance Operations Manager

Samsung
01.2015 - 08.2018
  • Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Head of Control Department

Al Khalil Pharma
09.2013 - 08.2015
  • Monitoring all the branches and stores: sales, purchases, returns, goods transferred between branches, stagnant items, and inventory.
  • Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our services.
  • Achieved cost-savings by developing functional solutions to problems.
  • Conducted system analysis and testing to identify and resolve inefficiencies.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.

Security Manager And Head Of North Coast Sector

Ultimate for Security and Resorts Management
Matrouh
01.2009 - 01.2013
  • Conducted regular staff training on security policies and procedures.
  • Monitored physical access to the premises, ensuring that only authorized personnel were allowed entry.
  • Managed a team of Security Officers responsible for monitoring CCTV cameras and responding to alarms.
  • Audited existing security systems for potential vulnerabilities and implemented corrective measures as necessary.
  • Investigated security incidents to determine root cause, impact, and recommend remediation plans.
  • Established relationships with law enforcement agencies in order to facilitate investigation of cybercrime incidents or other criminal activities involving IT infrastructure.
  • Met safety protocols by providing 24-hour armed internal security for multiple events, while monitoring security equipment and operational logbooks to control Village's access.
  • Managed the issuance and revocation of security badges and access rights for employees.

Export coordinator

Halimar Logistics
01.2007 - 01.2008
  • Arranging shipments, preparing and confirming order approval, handling pricing information, releasing invoices.
  • Monitored product shipment status from production through delivery at destination port or airport.
  • Attended industry events in order to stay abreast of changes in regulations governing global trade.
  • Developed relationships with overseas agents, freight forwarders and customs brokers to facilitate smooth exports.
  • Collaborated closely with colleagues within various departments such as sales, logistics and accounting in order to ensure successful completion of export operations.
  • Provided support services to exporters such as arranging transport, storage and insurance coverage for goods shipped abroad.
  • Resolved any issues that may arise during the export process by communicating effectively with relevant parties such as customs officials, carriers and freight forwarders.

Education

Bachelor of Commerce -

Tanta University
01.2007

English course -

Army Forces institute of Languages

ICDL Course -

IAC

Engaging With Leadership, Management And Leadership -

British Council
01-2023

Understanding Child Protection

British Council
01-2023

Modern Accounting 1 -

Arab Academy

Customer Service Excellence -

Samsung Egypt

Soft Skills course -

Peak Centre

Skills

  • Customer Service Management
  • Leading others
  • Complaint Resolution
  • Customer Satisfaction
  • Front-End Supervision
  • Team building & Training
  • Time Management
  • Goal oriented focus
  • Empathy
  • Staff Development
  • Strategic Planning
  • Operations Management
  • Cross-Functional Teamwork
  • Performance Evaluations
  • Complex Problem-Solving
  • Team Leadership
  • Customer Relationship Management (CRM)
  • Key Performance Indicators

Job Title

Public Relation Manager and Vice Principal for Students Affairs and Human Resources

Hobbies and Interests

  • Swimming
  • Shooting
  • Fishing
  • Basketball
  • Football
  • Strategic games
  • Watching movies
  • Cycling

Languages

Arabic
First Language
English
Advanced (C1)
C1

References

References available upon request.

Timeline

Public Relation Manager And Vice Principal for Students Affairs And Human Resources

Brilliance International School
08.2018 - Current

Customer Service Manager and Consumer Electronics Maintenance Operations Manager

Samsung
01.2015 - 08.2018

Head of Control Department

Al Khalil Pharma
09.2013 - 08.2015

Security Manager And Head Of North Coast Sector

Ultimate for Security and Resorts Management
01.2009 - 01.2013

Export coordinator

Halimar Logistics
01.2007 - 01.2008

Bachelor of Commerce -

Tanta University

English course -

Army Forces institute of Languages

ICDL Course -

IAC

Engaging With Leadership, Management And Leadership -

British Council

Understanding Child Protection

British Council

Modern Accounting 1 -

Arab Academy

Customer Service Excellence -

Samsung Egypt

Soft Skills course -

Peak Centre

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Bahaa Elgreatly