Mahmoud Gamal Mohamed Youssef
Cairo
Summary
Experienced Shopping Experience Senior with 3 years of successful team management and 10 years of exceptional customer service experience. Proven ability to lead and motivate teams to achieve sales goals and provide outstanding customer experiences. Skilled in analyzing sales data, implementing merchandising plans to drive business success. Adept at building strong relationships with customers and team members to foster a positive and collaborative work environment. Seeking a challenging role in a dynamic environment where I can leverage my skills and experience to enhance the shopping experience and drive business growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Shopping Experience (Customer Service Representative)
IKEA
06.2021 - Current
- Utilized CRM software to efficiently track, prioritize, and resolve customer issues, maintaining a satisfaction rating of over 90%
- Report any informality or discrepancy in processing transaction to the Cashier Supervisor
- Perform cash reconciliation duties at the end of each shift, including counting money, returning chequeens, credit card slips, and vouchers, resulting in a 100% accuracy rate in cash-handling
- Enforced compliance with all system procedures according to IKEA policy, resulting in a 15% increase in overall efficiency
- To utilize Product Knowledge and Customer Service skills to resolve customer complaints, quickly and efficiently, and to escalate to management where necessary to ensure satisfied and repeat customers
Customer Service Representative
Majid Al Futtaim Leisure and Entertainment
10.2018 - 03.2021
- Receive visitors with a smile and welcome them Extended warm, personalized greetings to over 50 visitors daily, ensuring a positive first impression that contributed to a 15% increase in overall customer satisfaction ratings
- Demonstrated knowledge of various play methods to clients resulting in a 20% increase in customer satisfaction ratings
- Cultivated realistic client relationships by leveraging strong interpersonal skills and utilizing CRM software, leading to a 15% uptick in client retention rates
- Check and maintain the safety and cleanliness of the playroom according to stated guidelines and checklists together with the cleaners and technical staff
- Recorded and maintained customer data using CRM software, achieving 100% accuracy rates to enable timely communication regarding new offers.
Customer Service Representative
Carrefour
11.2017 - 09.2018
- Assist customer in a professional and timely manner, providing excellent customer service at all times
- Utilized CRM software to organize and track customer inquiries, ensuring prompt resolution and follow-up
- Collaborated with team members to enhance the Exchanges and Returns action plan, resulting in a 20% improvement in processing efficiency
- Utilized strong communication skills to clarify complex refund processes to customers, resulting in a 20% increase in successful refund requests
- Collaborated with Recovery Department to streamline stock inventory processes, resulting in a 15% reduction in discrepancies.
Customer Service Supervisor
Mercato Hyper Market
01.2014 - 10.2017
- Managed and resolved an average of 30 customer service issues daily through effective communication and problem-solving skills
- Microsoft Excel, resulting in improved organization and efficiency within the team
- Generated weekly and monthly analytical reports for management detailing daily operational issues and cashier errors, improving decision-making processes by 20%
- Conducted training sessions for customer service staff on effective complaint resolution techniques, leading to 95% customer satisfaction rate
- Reported system and digital platform issues to relevant department, achieving a 100% resolution rate within 48 hours by utilizing technical skills in troubleshooting and communicating effectively with stakeholders
- Developed and implemented a weekly employee schedule using
Customer Service Representative
Mercato Hyper Market
07.2013 - 01.2014
- Provided guidance and assistance to customers with inquiries, resulting in a 20% increase in customer satisfaction scores
- Facilitated a streamlined returns and exchange process, resulting in a 20% increase in customer satisfaction ratings
- Address escalated issues by collaborating with management, leading to a resolution rate of 95%
- Streamlined after-sales service process, reducing response time by 20% and increasing customer satisfaction by 15%
- Utilized CRM software to track customer inquiries and resolutions efficiently
- Monitor and manage inventory levels at the Exchange & Returns Desk to guarantee seamless customer service, resulting in a 20% decrease in wait times.
Education
CNC system programming -
Ain Shams University
01.2011
Skills
- Teamwork
- Problem Solving Skills
- Communication Skills
- Leadership
- Negotiation Skills
- Adaptability / Flexibility
- Retail Management
- Customer Service Management
- Creativity
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Paperwork Processing
- Product Knowledge
- Appointment Scheduling
- Order Processing
- Team Development
- Documentation
- Administrative Support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data Collection
- Customer Relationship Management (CRM)
- Prioritization
- Staff Training
- De-Escalation Techniques
- Building rapport
- Technical Support
- Quality Control
- Clerical Support
- Live chat support
- Filing
- Dispute Resolution
- Customer Education
- Product Sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Sales expertise
- Assertiveness
- Store maintenance
- Recordkeeping strengths
- Order Fulfillment
- Account updating
- Research
- Account Management
- Reading Comprehension
- Spreadsheets
- Software CRM system proficiency
- Retail store support
Certification
Best CRM Co-worker of IKEA 2023, IKEA EGYPT, file:///C:/Users/mahmo/Downloads/best-Of-CRM-Co-worker-ofIKEA.html
Volunteer Experience
Backup online, Carrefour, 02/01/20, 04/01/20
Languages
English
Intermediate (B1)
Timeline
Shopping Experience (Customer Service Representative)
IKEA
06.2021 - Current
Customer Service Representative
Majid Al Futtaim Leisure and Entertainment
10.2018 - 03.2021
Customer Service Representative
Carrefour
11.2017 - 09.2018
Customer Service Supervisor
Mercato Hyper Market
01.2014 - 10.2017
Customer Service Representative
Mercato Hyper Market
07.2013 - 01.2014
CNC system programming -
Ain Shams University
Similar Profiles
Véronique Plier SousaVéronique Plier Sousa
Responsable de vente at IKEAResponsable de vente at IKEA
Juveisy VazquezJuveisy Vazquez
Loss Prevention Officer at IKEALoss Prevention Officer at IKEA
Melissa SengsouvanhMelissa Sengsouvanh
Sales Assistant at IKEASales Assistant at IKEA
Sarah HodgeSarah Hodge
Customer Returns Agent at IKEACustomer Returns Agent at IKEA
Ahmed A. RadwanAhmed A. Radwan
Retention Manager at Abu Dhabi Islamic Bank – EgyptRetention Manager at Abu Dhabi Islamic Bank – Egypt