Mostafa ALY
Green Line 3 Line Manager
Cairo
Summary
Dynamic leader with extensive experience at RATP Dev Mobility Cairo, excelling in team management and operational excellence. Proven track record in driving customer satisfaction and safety compliance while enhancing employee engagement. Strong analytical skills and a commitment to fostering a culture of high performance and accountability.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Line Manager
RATP Dev Mobility Cairo
Cairo, Cairo Governorate
11.2024 - Current
- Lead and manage Zone Managers, CCP-CS Team, and Revenue Team to ensure operational excellence, customer satisfaction, and safety compliance.
- Oversee station and line operations, ensuring high service quality, customer care, and smooth daily performance.
- Develop, coach, and support teams to enhance management skills, customer service standards, and employee engagement.
- Monitor KPIs (revenue, customer complaints, absenteeism, safety observations) and implement corrective actions for continuous improvement.
- Coordinate with cross-functional departments to resolve issues, optimize operations, and maintain service efficiency.
- Drive innovation in customer service delivery, promoting a positive work culture and strong communication across teams.
- Ensure compliance with safety policies, risk observation reporting, and company standards to maintain world-class metro operations.
Zone Manager
RATP Dev Mobility Cairo
08.2021 - 10.2024
- Manage and supervise multiple metro stations, including Station Masters, Customer Service Agents, and subcontractors (cleaning, security, etc.).
- Ensure smooth station operations, achieving customer satisfaction KPIs and revenue targets.
- Oversee cash handling, ticket sales, and the functionality of AFC systems and TVMs.
- Monitor and evaluate staff performance, providing coaching, training, and continuous development.
- Prepare and submit daily operational reports to Line Management.
- Coordinate with internal departments and external authorities (e.g., police) to resolve incidents and maintain safe, efficient operations.
- Conduct safety briefings, enforce safety policies, and mitigate operational risks to safeguard staff, contractors, and passengers.
- Support testing and commissioning of station equipment, ensuring compliance with customer service standards.
- Supervise attendance, scheduling, and annual leave for station teams while ensuring discipline and adherence to company policies.
- Promote a positive safety culture and professional customer service image across all stations.
- Lead the operational planning for 15 new stations across three new phases of Cairo Metro Line 3, defining manpower requirements and ensuring efficient resource allocation.
- Act as the focal point with construction companies to coordinate and facilitate completion of remaining works prior to station openings.
- Develop and implement TTRs (Trial Train Runs) to validate station readiness and ensure smooth commissioning before passenger service launch.
Area Manager
BIM
Cairo, Cairo Governorate
04.2017 - 06.2021
- Oversee operations and performance for multiple retail locations, ensuring alignment with company strategy and operational standards.
- Drive sales growth through KPI-based monitoring, staff development, and efficient inventory management.
- Lead, mentor, and manage store teams to deliver superior customer service and operational excellence.
- Ensure brand consistency, loss prevention, and seamless integration of corporate initiatives across stores.
- Act as a strategic liaison with corporate headquarters, delivering insights and reports to support district-level success.
Store Manager
BIM
Cairo, Cairo Governorate
08.2015 - 04.2017
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Improved customer satisfaction through staff training in customer service and product knowledge.
Customer Service Agent
Zain Telecommunications
Kuwait
05.2013 - 07.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
Education
Bachelor of Arts - Turkish Languages
Ain Shams University
Cairo 04.2001 -
Skills
- Leadership and team management
- Flexibility, adaptability, and strong organizational discipline
- Decisiveness, rigor, diplomacy, empathy, and coaching (pedagogy)
- Autonomy, proactivity, and responsibility with ability to prioritize effectively
- Promoting a culture of excellence, pride, safety, and high performance
- Strong organizational, analytical, and problem-solving skills
- Good communication skills (interviews, meetings, digital channels) with assertive and clear messaging
- Active listening, questioning, and conflict resolution abilities
- Strong interpersonal skills with natural authority and credibility
- Ability to adapt communication style to diverse personalities and situations
- Role model behavior with high standards of professionalism and accountability
Timeline
Line Manager
RATP Dev Mobility Cairo
11.2024 - Current
Zone Manager
RATP Dev Mobility Cairo
08.2021 - 10.2024
Area Manager
BIM
04.2017 - 06.2021
Store Manager
BIM
08.2015 - 04.2017
Customer Service Agent
Zain Telecommunications
05.2013 - 07.2015
Bachelor of Arts - Turkish Languages
Ain Shams University
04.2001 -
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