Hi, I’m
Mohamed Adel Hamza
Cairo,Helwan
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during a successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and a results-driven approach.
Overview
14
years of professional experience
3
Languages
Work History
Grinta
Customer Relationship Management Manager
05.2022 - Current
Job overview
- As CRM Manager, I manage the company's relationships and interactions with 5000+ customers and potential customers
- The role involves using CRM systems to monitor customer journeys and interactions, analyze data, and improve customer retention and sales growth
- Key responsibilities include: Implementing and managing CRM systems and platforms
- Establishing and overseeing customer service call center and Whats app business to handle inquiries and complaints
- Analyzing customer interactions and data to improve customer relationships and drive sales growth
- Developing and monitoring key performance indicators
- Collaborating with other teams to ensure effective CRM initiatives align with business goals
- Training team members on how to use CRM software to interact with customers and analyze customer data
- I aim to improve \ business relationships and assist thecompany in customer retention and driving sales growth
- I have always looked for innovative ways to improve customer experience and meet sales targets.
RATP Dev Middle East
Drivers & Fleet Operations Supervisor
02.2021 - 02.2022
Job overview
- The Drivers' Supervisor ensures the operational service and matches the high level of security and safety and quality of service required by the KPIs
- The Drivers' Supervisor responsible for running of trains and for the management of: Safety of passengers and employees
- Quality of service for passengers
- Interface with maintenance to ensure trains follow the time table
- Daily train checking taking into account safety procedures
- Daily train checking taking into account quality of services
- Participates in solving any breakdown in case of any incident
- Assists in hiring of Drivers' Supervisors and Drivers
- Assists in Training and Competency of Drivers
- Is Interface with Rolling Stock maintenance.
Swvl
Workforce & Communication Manager
04.2019 - 12.2020
Job overview
- Responsible for the Supply calendar including all the actions done by supply and external requests
- Responsible for staff scheduling
- Capacity Management
- Responsible for the performance measurement and evaluation of all employees in terms of KPIs, SLAs, and ongoing processes
- Monitoring ongoing communication between all teams on all ongoing activities based on the company roadmap
- Responsible for formulating an ongoing operational plan using various project management techniques also should be aligned with company roadmap
- Responsible for formulating teams SOPs & Knowledgebase
- Responsible for Supply reporting and consolidation of all supply data funnels
- Responsible for measuring our entire quality of sales
- Create AFCON 2019 roadmap and parking plan and handling agents onground
- Managing on a day-to-day basis (intraday management), absenteeism, annual request, and excuses
- Follow teams tasks to maintain the service level.
Swvl
Supply Office Manager
12.2018 - 04.2019
Job overview
- Responsible for updating the captains' database with accepting and rejection reasons
- Responsible for dispatching all rides and adding backups schedule
- Responsible to handle all office flow
- Responsible to order the office supplies, equipment, and assets.
Swvl
Route Delivery Manger
10.2018 - 12.2018
Job overview
- Responsible for selling new routes and down rides to new captains
- Responsible for new drivers training and on-boarding process
- Responsible for new drivers buses and performance evaluation.
Swvl
Fleet Movement Manager
06.2018 - 10.2018
Job overview
- Responsible for dispatching all rides
- Responsible for the backup captains
- Responsible for covering all down rides
- Responsible to handle all captains requests (vacation, excuses, bus broken and no show)
- Create the Movement team process which still used till now.
SKY Distribution
Customer Care Supervisor
01.2015 - 06.2018
Job overview
- 2 branches manager for 2 years
- Creating the training materials
- Responsible for the training new hire
- Consultant team leader and responsible for training and performance monitoring
- The winner of the first Samsung galaxy consultant championship on Egypt and ranked the second on Middle east.
TE data
Account Manager
03.2014 - 01.2015
Job overview
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
JoVi Tronix
Customer Care Representative
03.2013 - 02.2014
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
National Telecommunications Regulatory Authority (NTRA) of Egypt
Call Center Representative
02.2012 - 03.2013
Job overview
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
TE data
ADSL Technical Support Agent
01.2011 - 02.2012
Job overview
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
Vodafone
Call Center Representative
02.2010 - 12.2010
Job overview
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
Minufiya UniversityCairo
MBA from Business Administration and Management, General
10.2023
Thebes AcademyCairo
Bachelor's degree from Management Information Systems, General
01.2009
Skills
Standard Operating Procedure (SOP)
Advanced Microsoft Power BI
Excel Supply Chain Analysis: Solving Transportation Problems
Managing and Analyzing Data in Excel (Office 365/Excel 2019)
Verbal and written communication
Complex Problem-Solving
Operations Management
Workforce Management
Customer Relationship Management (CRM)
Team Leadership
Time Management
Staff Training and Development
Languages
Arabic
Native language
English
Advanced
C1
French
Elementary
A2
Timeline
Customer Relationship Management Manager
Grinta
05.2022 - Current
Drivers & Fleet Operations Supervisor
RATP Dev Middle East
02.2021 - 02.2022
Workforce & Communication Manager
Swvl
04.2019 - 12.2020
Supply Office Manager
Swvl
12.2018 - 04.2019
Route Delivery Manger
Swvl
10.2018 - 12.2018
Fleet Movement Manager
Swvl
06.2018 - 10.2018
Customer Care Supervisor
SKY Distribution
01.2015 - 06.2018
Account Manager
TE data
03.2014 - 01.2015
Customer Care Representative
JoVi Tronix
03.2013 - 02.2014
Call Center Representative
National Telecommunications Regulatory Authority (NTRA) of Egypt
02.2012 - 03.2013
ADSL Technical Support Agent
TE data
01.2011 - 02.2012
Call Center Representative
Vodafone
02.2010 - 12.2010
Minufiya University
MBA from Business Administration and Management, General
Thebes Academy
Bachelor's degree from Management Information Systems, General
Current Job
Customer Relationship Management Manager, Grinta, Cairo, Egypt, 05/01/22, Present, 1 year 11 months, As a CRM Manager, I manage the company's relationships and interactions with customers and potential customers. My role involves using CRM systems to monitor customer journeys and interactions, analyze data, and improve customer retention and sales growth.Key responsibilities include:- Implementing and managing CRM systems and platforms.- Establishing and overseeing a customer service call center and Whats app business to handle inquiries and complaints.- Analyzing customer interactions and data to improve customer relationships and drive sales growth.- Developing and monitoring key performance indicators.- Collaborating with other teams to ensure effective CRM initiatives align with business goals.- Training team members on how to use CRM software to interact with customers and analyze customer data.I aim to improve our business relationships and assist our company in customer retention and driving sales growth. I am always looking for innovative ways to improve the customer experience and meet sales targets.
Current Job
Customer Relationship Management Manager, Grinta, Cairo, Egypt, 05/01/22, Present, 1 year 11 months, As a CRM Manager, I manage the company's relationships and interactions with customers and potential customers. My role involves using CRM systems to monitor customer journeys and interactions, analyze data, and improve customer retention and sales growth.Key responsibilities include:- Implementing and managing CRM systems and platforms.- Establishing and overseeing a customer service call center and Whats app business to handle inquiries and complaints.- Analyzing customer interactions and data to improve customer relationships and drive sales growth.- Developing and monitoring key performance indicators.- Collaborating with other teams to ensure effective CRM initiatives align with business goals.- Training team members on how to use CRM software to interact with customers and analyze customer data.I aim to improve our business relationships and assist our company in customer retention and driving sales growth. I am always looking for innovative ways to improve the customer experience and meet sales targets.
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