Moataz Ibrahim
Summary
Forward-thinking team leader with a successful background in efficiently operating departments to meet goals and match employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Astute Business Operations Manager dedicated to supporting cross-functional teams in increasing customer satisfaction through process improvements. Respected professional with exceptional knowledge of developing strategic plans for service excellence.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Account Advisor
Tabby
08.2023 - Current
- Streamlined account management processes for improved efficiency and client retention.
- Worked closely with buyer to facilitate increased inventory levels during seasonal events and decreased levels during slower timeframes.
- Developed proposals, contracts and pricing for targeted accounts.
- Branded company at local network marketing events to increase name recognition and boost sales
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Shipping & Delivery Support Agent
Amazon
03.2021 - 08.2023
- Providing a professional customer service and accurate information, leading to an 80% retention rate of first-time callers
- SDS Team (Shipping and delivery Support) Assist Customers, Delivery Agents and Teams across Amazon
- Supporting Customers from UAE, SA, EG Marketplaces, Multi Language (Arab+ Eng) Via Inbound Voice Calls, Chat Messages and Email
- Providing On Road support to delivery associates to ensure high delivery success rate over 85% daily
- Received an average 90% customer satisfaction rating, 10% higher than the company average
- Following up and Resolving pending customer issues reduced customer effort
- Streamlined team communication and performance tracking through active participation in weekly meetings; facilitated knowledge sharing, celebrated top achievers, and ensured alignment with business updates
- Created knowledge base to improve new employee onboarding process and reducing time / effort on administrative tasks by 40%.
Operations Manager
La Princesses Coffee
07.2016 - 08.2020
- Spearheaded the successful launch of Lap Coffee franchise as Director, assembling and managing a team of 10 employees across two locations; achieved an impressive 200% revenue growth in the first nine months, representing 65% of company revenue
- Promoted within 12 months due to strong performance and organizational impact - ahead of schedule by 12 month
- Grew staff from 10 to 80
- Managed cross-functional team of 10 in 7 locations, ranging from entry-level barista to shop manager, and collaborated with business development, data analysis, operations, and marketing
- Planned marketing initiatives and leveraged referral networks to promote business development
- Generated new business with marketing initiatives and strategic plans
- Boosted revenue by bringing in and cementing relationships with new clients and optimizing servicing of existing customer accounts
- Identified and resolved unauthorized, unsafe, or ineffective practices
- Developed and implemented strategies to maximize customer satisfaction
- Led hiring, onboarding and training of new hires to fulfill business requirements
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services
- Developed systems and procedures to improve operational quality and team efficiency
- Supervised operations staff and kept employees compliant with company policies and procedures
- Managed business development opportunities that resulted in a 45% increase in partnerships.
Public Relations Officer/Development and Planning
La Princesses Chocolate
05.2015 - 07.2016
- Produced and distributed internal and external communications
- Executed social media plans to create cohesive online presence
- Assisted with marketing strategy development to increase public awareness and customer engagement
- Forged strong media relationships to further public relations goals
- Monitored processes and procedures, making sure company met compliance regulations
- Collaborated with company leaders to support consistency and best practices
- Assisted with internal financial planning, analysis and budgeting.
Project manager (Tam App)
Taht Amrak Trading Co
06.2014 - 08.2015
- Tracked project progress and updates and monitored deliverables, milestones and issues for accurate reporting
- Solicited client feedback on consultant performance and reviewed, implemented and executed changes to enhance project delivery
- Identified, targeted and delivered opportunities to make valuable contributions to strategic business objectives
- Liaised with team members to resolve issues that impacted project delivery
- Organized and participated in meetings and workshops to foster shared project approach and track progress
- Determined appropriate budgets and oversaw expenses
- Developed internal project management systems and communications to facilitate successful operations
- Took proactive approach to assessing and correcting problems at all stages
- Collaborated with search and development teams to coordinate and organize inputs and logistics
- Coordinated with cross-functional teams to resolve project issues and mitigate risks
- Monitored project performance to identify areas of improvement and make adjustments
- Planned, designed, and scheduled phases for large projects
- Provided detailed project status updates to stakeholders and executive management.
Account Advisor
Etisalat UAE "Raya Contact Center"
02.2013 - 04.2014
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Documented support interactions for future reference
- Used ticketing systems to manage and process support actions and requests
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Managed high levels of call flow and responded to technical support needs
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Configured hardware and granted system permissions to new employees.
Regional sales manager
UK PRO Solutions
05.2011 - 09.2012
- Achieved regional sales objectives by coordinating sales team, developing successful strategies, and servicing accounts to strengthen business relationships
- Developed and maintained positive relationships with clients in assigned sales territories
- Participated in sales calls with direct reports to strengthen customer relationships and uncover possible opportunities for growth
- Generated detailed sales reports and forecasts to analyze performance and track progress
- Reviewed outcomes and metrics to evaluate performance, effectiveness and impact
- Defined organizational problems to create and implement correction plans.
Education
BA Computer Sciences & business management -
King Marriott Academy
11.2003
Skills
- Team Collaboration
- Strategic Thinking
- Organizational Skills
- Sales strategy development
- Adaptability and Flexibility
- Work Planning and Prioritization
- Customer Relationship Management
- Negotiation and Resolution
- Risk Management
Certification
- WW Data privacy, Amazon,
- CNS Operation Rescue, Amazon,
- WW Data privacy laws, Amazon,
- Account Management, Amazon,
- Time management Training, Mansour Distribution Co.,
- Microsoft office
Personal Information
- Date of Birth: 05/10/82
- Gender: Male
- Nationality: Egyptian
- Driving License: Valid Egyptian & Qatari Driving license
- Marital Status: Unmarried
Languages
Arabic, English
Native language
linkedin.com/in/moataz-m-ibrahim
Skype mo3taz mhamed
Timeline
Account Advisor
Tabby
08.2023 - Current
Shipping & Delivery Support Agent
Amazon
03.2021 - 08.2023
Operations Manager
La Princesses Coffee
07.2016 - 08.2020
Public Relations Officer/Development and Planning
La Princesses Chocolate
05.2015 - 07.2016
Project manager (Tam App)
Taht Amrak Trading Co
06.2014 - 08.2015
Account Advisor
Etisalat UAE "Raya Contact Center"
02.2013 - 04.2014
Regional sales manager
UK PRO Solutions
05.2011 - 09.2012
BA Computer Sciences & business management -
King Marriott Academy