Hossam Eldin Mostafa
Customer Service Manager | CRM Manager
El Obour City,Egypt
Summary
As a Customer Service Manager, I have a proven track record of successfully managing and leading customer service teams. My expertise includes developing and implementing effective customer service strategies, training and coaching team members, and utilizing data and metrics to drive improvements in customer satisfaction. I am an excellent communicator, with strong problem-solving and conflict resolution skills. I am dedicated to fostering a positive and productive work environment for my team, and I am committed to delivering outstanding customer service at all times.
Overview
13
13
years of professional experience
Work History
Customer Service Manager – CRM Manager
Awlad Ragab Group
04.2016 - Current
- Premier Market – UGC Development – Awlad Ragab )
- Egypt- Cairo - Fifth Settlement
- Manage the day-to-day operations of the Customer Service management, CRM program, and Loyalty program |72 Branches
- Managing a team of customer service representatives to ensure timely and efficient resolution of customer inquiries and complaints
- Interacts with customers, resolves their problems, and follows up with them
- Developing and implementing customer service policies and procedures to enhance the customer experience and promote customer satisfaction
- Collaborating with other departments, such as sale, marketing, Operation and HR to improve overall customer satisfaction
- Conducting customer service training for team to ensure they have the necessary skills and knowledge to provide exceptional customer service
- Creating and maintaining relationships with key customers to foster long-term loyalty and retention
- Providing regular reports and updates to senior management on customer service performance
- Develops a customer complaint channels and achieves customer service KPIs
- Hires, promotes, develops, and interviews existing and new candidates in the department
- Escalates and resolves cases to the CEO with proper action.
Customer Services Area Manager
Awlad Ragab Company
Cairo
03.2013 - 04.2016
- Fifth Settlement
- Assist in building and organizing the customer service department
- Lead, restructure, and develop the customer service organization
- Manage 15 branches out of 70 as an Area Manager for Customer Service
- Ensure that staff provide full service to customers
- Oversee branch managers in their assigned tasks
- Provide reports to senior management and assist in decision-making
- Monitor the company website and social media accounts and respond to customer comments
- Provide training for all staff on principles of customer service
- Implement a CRM application for all branches and a unified complaint system
- Monitor customer behavior and solve problems on-site
- Conduct monthly evaluations for the customer service department and store managers
- Implement a motivation system for staff based on customer votes and provide incentives and recognition
- Develop KPIs for the customer service department and plan for the next quarter.
Customer Service Executive Admin
Axon
02.2011 - 01.2013
- E-Planet Egypt, Cairo - Roxy Square
- Oversees customer service operations for an educational organization
- Answers inquiries from students and parents
- Resolves complaints and issues
- Provides information about programs and services offered by the organization
- Maintains records
- Schedules appointments
- Coordinates with other departments
- Strong communication and customer service skills
- Training Front Office Representatives on how to market educational services and provide outstanding customer service
Sales and Marketing Representative
Organo Pharm & chem.Industries
Cairo
04.2010 - 01.2011
- Promoting and selling pharmaceutical products to healthcare professionals and organizations
- Building and maintaining relationships with clients
- Working closely with the marketing team to develop promotional materials and campaigns
- Increasing sales and market share for the company's products.
Education
Bachelor of Commerce And Business Administration - Foreign Trade Economics
Helwan University
2008-05
Skills
- Excellent Communication
- Excellent
- Training and Development
- Customer Service Etiquette Focus
- Microsoft Office – Loyalty Program-CRM Program
- Customer Service Training
- Negotiation
- Very Good
- Budgeting
- Strategic planning
- International Computer Driving License (ICDL)
- Languages
- Arabic
- English
Timeline
Customer Service Manager – CRM Manager
Awlad Ragab Group
04.2016 - Current
Customer Services Area Manager
Awlad Ragab Company
03.2013 - 04.2016
Customer Service Executive Admin
Axon
02.2011 - 01.2013
Sales and Marketing Representative
Organo Pharm & chem.Industries
04.2010 - 01.2011
Bachelor of Commerce And Business Administration - Foreign Trade Economics
Helwan University
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