Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
AdministrativeAssistant
Mohamed Osama

Mohamed Osama

Customer Service & Operation Director
Maadi

Summary

Experienced professional with 10 years in customer service, skilled at resolving issues and negotiating solutions for customer satisfaction. Enthusiastic team player dedicated to contributing to collective success with diligence, attention to detail, and strong organizational skills. Motivated by a desire for knowledge expansion, personal growth, and success in the real estate industry.

Overview

12
12
years of professional experience
2
2
Languages

Work History

Customer Service & Operation Director

IMS Real Estate Development
01.2025 - Current
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Led cross-functional teams to exceed benchmarks for SLA delivery, staying on top of challenging schedules with multiple competing timelines.
  • Enhanced stakeholder satisfaction with timely and transparent communication strategies.
  • Enhanced data-driven decision-making by implementing advanced analytics and reporting tools.
  • Interacted well with customers to build connections and nurture relationships.
  • Reported issues to higher management with great detail.

Customer Care Manager

Memmar El Morshedy
02.2019 - 01.2025
  • Set an annual customer excellence strategies.
  • Ensure critical issues regarding customer satisfaction are immediately reviewed and resolved.
  • Hiring talented customer service employees.
  • Through KPIs to ensure that staff do their jobs with high quality to satisfy the customers.
  • Coordinate with the call center department to periodically know about the customers feedback about the service.
  • Make a report to the management quarterly about the operation of the employees work and the issues that the customers face at their projects.
  • Coordinate with the manager of community management and negotiate about the customers issues after delivery.
  • Provide a good and ethical environment for employees.
  • Coordinate with the account department if the customer wants to transfer his unit to another one about the price and set a strategies about it.
  • Deal with (V.I.P) customers and solve their issues and gain their trust back.
  • Working closely with deputy to ensure the staff achieve the target and implement the strategy.
  • Created customer support strategies to increase customer retention.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Applied best practices in customer service, sales, and employee management to exceed organizational goals.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

Deputy Customer Care Manager

Memmar El Morshedy
01.2018 - 01.2019
  • Assist manager in taking important decisions regarding management procedures and operation.
  • Prepare detailed report.
  • Acting in place of manager when he is not available.
  • Supervise the new candidate.
  • Link with the team leader to get sure the staff do their job well.
  • Handling escalation issues.

Customer Care Team Leader

Memmar El Morshedy
04.2015 - 12.2017
  • Manage a team who solve customer issues through phone, email, face to face multichannel experience.
  • Handling customers' requests, inquiries and issues.
  • Improving the customer experience.
  • Coordinate customer care team.
  • Review and resolve escalations.
  • Report to deputy manager.

Customer Care Agent

Memmar El Morshedy
12.2012 - 03.2017

Education

Bachelor of Commerce - Business administration

Tanta University

Master of Business Administration - Business

Cairo University
Cairo
04.2001 -

Skills

Service excellence delivery

Accomplishments

  • Successfully managed over 4,000 client interactions annually, ensuring high levels of satisfaction and loyalty.
  • Played a key role in boosting client retention rates by 50% through effective complaint resolution and proactive service strategies.
  • Contributed to a 70% increase in positive customer feedback and 5-star ratings by implementing customer-centric service improvements.
  • Led initiatives that drove over 100 million EGP in annual sales, supporting revenue growth through strong client relationships and service excellence.
  • Earned recognition as the Top Customer Service Representative for three consecutive years (2019, 2020, 2021) based on performance metrics and customer feedback.

Timeline

Customer Service & Operation Director

IMS Real Estate Development
01.2025 - Current

Customer Care Manager

Memmar El Morshedy
02.2019 - 01.2025

Deputy Customer Care Manager

Memmar El Morshedy
01.2018 - 01.2019

Customer Care Team Leader

Memmar El Morshedy
04.2015 - 12.2017

Customer Care Agent

Memmar El Morshedy
12.2012 - 03.2017

Master of Business Administration - Business

Cairo University
04.2001 -

Bachelor of Commerce - Business administration

Tanta University

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Mohamed Osama Customer Service & Operation Director