Hossam Eldin Mostafa
Customer Service Director
Cairo - El Obour City
Summary
Customer-focused professional with successful 10-year career in Retail sector. Dynamic successful applying Customer Service procedures and administrative Skills in busy business environment.
The best part about team work is giving everyone in team the chance to share their ideas on the table to go through the collaborative process & thus, the ideas start to flow and that is always the enthusiastic part of team success.
Team always feels that I'm a part of them and work hand in hand to achieve the best results and successes
Overview
12
12
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Customer Service Director
Awlad Ragab Company - Retail Store
Cairo - Fifth Settlement
04.2016 - Current
- - Manger all Customer Service Representative, CRM Program, and Loyalty program.
- - Develop Customer complaint channel
- - Achieve Customer service KPI has and develop company strategy.
- - Conduct Customer service training and develop it half monthly.
- - Build social Media team and assigned our trade Mark. And teach them how to communicate
- - Interact with customers and solve their problems
- - Direct Relationship established with governmental consumer right department.
- - Hire, promote, develop and interview my existing and new candidate in department
- - Solve Department Problem to reduce turn over and develop resources.
- - Project launcher For Front End new mirage for Customer service and Cashier.
- - Place candidate’s interview for Delivery, Customer service and Call Center.
- - Conduct initial training for new employee at company on weekly base.
- - Follow up and solve any customer complaint.
- - Solve and escalate case to CEO with proper action.
- - Employed comprehensive benchmarks to establish and monitor customer service standards.
- - Devised recommendations to streamline and simplify customer support system and improve response time.
Customer Services Area Manager
Awlad Ragab Company
Cairo - Fifth Settlement
03.2013 - 04.2016
- • Assist in building customer service department and organization.
- • Leading, restructuring and development of Customer Service organization.
- • Responsible of developing business relationship with company’ customers in order to converge business interests
- • Managed 15 branch out of 70 branch as Area Manager Customer Service.
- • Service provided to customers by staff and make sure that everything to fullest.
- • Follow-up and management the Call Center & Delivery
- • Sales Analysis of Delivery department.
- • Follow-up managers of branches in tasks assigned to them.
- • Send reports to senior management and to assist in making decisions of senior management and providing solutions and proposals where regular role is tactical in first place.
- • Follow web site and our social media on face Book and resolve customer comments.
- • Training for all staff on principles of customer service old and newly appointed
- • Project launcher of CRM application for entire branch and unify Complain System Mentoring customer behavior and solve any customer problem on spot
- • Monthly evaluation for entire customer service department and store Manager.
- • Motivation computations applied by stuff customer vote for him to be customer idol for this month with money incentive and certificate.
- • Creating KPI for customer service department and draw road map for next quarter.
Customer Service Executive Admin
Axon / E-Planet Egypt
Cairo - Roxy Square
02.2011 - 01.2013
- Marketing of presentations of our educational services in order to participate largest possible number of customers
- Prepare and establish work policies and reports regulating business for Front Office Representatives
- Follow-up and coordination of administrative work and identify things that should be followed, along with access to daily follow-up files, and take necessary measures to resolve existing problems.
- Design reports and create administrative tables through use of computer applications and Microsoft Office programs.
- Training Front Office Representatives on how to market educational services and provide outstanding customer service
Sales and Marketing Representative
Organo Pharm & chem.Industries
Cairo - Obour City
04.2010 - 01.2011
- Marketing factory’s medical products, which consist of antibiotics and vitamins
- Selling largest possible quantity of full production of medicines, through contracting with pharmacies
- Distributing medicines and collecting payments
- Make contacts required to promote company's brand and products
Education
Bachelor of Commerce And Business Administration - Foreign Trade Economics
Helwan University Cairo
Cairo - Egypt 09.2004 - 05.2008
Skills
Excellent Communication
Additional Information
- The most important administrative skills
· Customer relationship manager. ( CRM )
· Key Performance indicators. ( KPI )
· Business etiquette.
· The preparation of the training program for customer service (direct and indirect service)
· Delivery Service sales analysis.
· Loyalty program.
· Setting Description and functional analysis job.
· Preparation of daily, weekly, and monthly reports for different jobs.
· Preparation of action policies in accordance with the strategic vision.
· Give new comers training about customer service (on job training)
· Follow up Social-Media by our pages on Facebook , Twitter and Instagram
· Training of Customer Service.
Certification
Crisis and Risk management
Timeline
Customer Service Director
Awlad Ragab Company - Retail Store
04.2016 - Current
Crisis and Risk management
12-2014
Customer service Track soft skills
04-2014
Business Etiquette
10-2013
Administrative excellence and leadership effectiveness
08-2013
Customer Services Area Manager
Awlad Ragab Company
03.2013 - 04.2016
Customer Service Executive Admin
Axon / E-Planet Egypt
02.2011 - 01.2013
International Computer Driving License (ICDL)
02-2011
Sales and Marketing Representative
Organo Pharm & chem.Industries
04.2010 - 01.2011
Bachelor of Commerce And Business Administration - Foreign Trade Economics
Helwan University Cairo
09.2004 - 05.2008
Similar Profiles
Hossam Eldin MostafaHossam Eldin Mostafa
Customer Service Manager – CRM Manager at Awlad Ragab GroupCustomer Service Manager – CRM Manager at Awlad Ragab Group
Muhammad Asad RafiqueMuhammad Asad Rafique
Retail store Owner at Retail storeRetail store Owner at Retail store
Zexuan LiuZexuan Liu
Shopping Guide at Retail StoreShopping Guide at Retail Store