MOHAMED WADEA
Complains & Retention Manager
Cairo
Summary
Dedicated and results-driven professional with a proven track record in customer service, community management, and call center leadership. Seeking a challenging position where my skills in communication, problem-solving, and team management can contribute to the growth and success of a dynamic organization.
Overview
2
2
Languages
12
12
years of professional experience
Work History
Complaints Manager
Unionaire Group Technology - UGT
10.2025 - Current
- Resolved customer complaints through effective communication and problem-solving techniques.
- Analyzed complaint data to identify trends and areas for process improvement.
- Collaborated with cross-functional teams to enhance customer service strategies.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Implemented feedback mechanisms to assess customer satisfaction post-resolution, enhancing future complaint handling.
- Established KPIs to oversee complaint volume, resolution time and other relevant metrics.
- Reviewed and prepared written correspondence addressing complex and sensitive customer complaints and inquiries, ensuring clarity and resolution.
- Established KPIs to monitor complaint volume and resolution time, driving targeted improvements in complaint management.
- Mentored and developed team members, providing regular performance feedback and supporting their professional growth.
- Oversaw communication and research to achieve full resolution of complaints inquiries.
Community Manager
Unionaire Group Technology - UGT
04.2022 - 10.2025
- - Reviewed and moderated user-generated content across platforms to uphold moderation guidelines and foster community standards.
- - Administer community accounts, process emails and complaints, and escalate issues when necessary.
- Administer community accounts and process emails and complaints.
- - Produced reports on moderation statistics and issues to inform strategy and enhance community engagement.
- - Monitor industry and company information to anticipate potential issues.
Head of VIP Call Center
Unionaire Group Technology - UGT
08.2019 - 04.2022
- - Managed all incoming and outgoing calls in call center, enhancing customer satisfaction.
- - Conducted follow-ups, occasional campaigns, and callbacks to address customer complaints.
- - Investigated inquiries and complaints, validating issues and escalating as necessary.
- - Conducted follow-ups, occasional campaigns, and call backs to address customer complaints.
- - Communicated with other Customer Care departments to deliver customer feedback.
Customer Support / Sales Specialist
Unionaire Group Technology - UGT
05.2018 - 08.2019
- Addressed customer inquiries and resolved issues to enhance support.
- Developed strong customer relationships to enhance client retention and satisfaction.
- Executed sales strategies to achieve quarterly revenue targets and drive market share growth.
- Analyzed market trends to identify new business opportunities and refine product offerings.
Community Management Specialist
Unionaire Group Technology - UGT
09.2015 - 05.2018
- Fostered a positive online community presence as a Community Management Specialist at Unionaire Group. Moderated and managed user-generated content across social media platforms, ensuring alignment with company values. I implemented and maintained moderation guidelines, ensuring that community interactions aligned with the company's values. Additionally, Delivered insights from community interactions to Social Media team, informing strategic decision-making.
- Analyzed operational processes to identify inefficiencies and recommend strategic improvements.
- Developed and implemented training programs to enhance team performance and operational knowledge.
- Coordinated cross-functional projects to ensure alignment with organizational goals and objectives.
Customer Service Representative
Teleperformance
04.2014 - 09.2015
- As a Customer Service Representative at Teleperformance on the Vodafone account, I operated in a fast-paced call center environment. My primary responsibilities included addressing customer inquiries, resolving issues, and providing information about Vodafone products and services. Documented customer requests using efficient tools and systems, escalating complex problems to ensure timely and effective resolutions. Honed communication and problem-solving skills in a high-pressure setting, improving ability to manage customer interactions.
- Resolved customer inquiries through various communication channels, enhancing overall satisfaction.
- Assisted in training new representatives on company policies and customer service best practices.
- Maintained accurate records of customer interactions and transactions using CRM software.
Education
Bachelor of Arts - Ancient European Civilization
Ain Shams Univiresty
Cairo 04.2001 -
No Degree - Digital Marketing - Media Buyer - SEO -
DM Arts Academy
Cairo 04.2001 -
Skills
Digital Marketing
Social media management
Call center technologies
- Proficient in using various customer service tools and systems
Management Skills
- Effective team management and leadership capabilities
Leadership
Negotiation
Industry knowledge
Problem-solving skills
Critical Thinking
Creativity
Communication skills
Teamwork and collaboration
- Positive attitude
Interests
In my free time, I enjoy staying updated on industry trends, reading, and participating in community events I am also passionate about sports and football in particular
Timeline
Complaints Manager
Unionaire Group Technology - UGT
10.2025 - Current
Community Manager
Unionaire Group Technology - UGT
04.2022 - 10.2025
Head of VIP Call Center
Unionaire Group Technology - UGT
08.2019 - 04.2022
Customer Support / Sales Specialist
Unionaire Group Technology - UGT
05.2018 - 08.2019
Community Management Specialist
Unionaire Group Technology - UGT
09.2015 - 05.2018
Customer Service Representative
Teleperformance
04.2014 - 09.2015
Bachelor of Arts - Ancient European Civilization
Ain Shams Univiresty
04.2001 -
No Degree - Digital Marketing - Media Buyer - SEO -
DM Arts Academy
04.2001 -