Summary
Overview
Work History
Education
Skills
Training
Timeline
Generic
Mohamed Serag

Mohamed Serag

Customer Service Interface Manager
El Harem

Summary

Seeking long term employment in an organization where I can grow professionally and further enhance my skills, knowledge and experience to face and overcome the challenges of today's changing work environment

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

Overview

19
19
years of professional experience
2005
2005
years of post-secondary education
2
2
Languages

Work History

Customer Service Interfaces Manager

RATPDEV Mobility Cairo
12.2022 - Current
  • Managing and leading a team of quality control stations (providing support in the territory, etc.).
  • Check the suitability of each employee for his/her position and provide the necessary support (advice, training, coaching, etc.).
  • Develop and maintain the team dynamic; ensure the integration of the team, process feedback, evaluation and development of skills.
  • Contribute to the quality and optimization of the service to customers and being available to provide support in the stations.
  • Follow the evolution of the different indicators of his activity (in collaboration with the other internal and external actors) and implement corrective actions.
  • Pay particular attention to malfunctions that present a risk in terms of safety and customer satisfaction. Share information, propose actions to be taken and participate in their implementation.
  • Create regular and recurring reports to monitor the team's operations.
  • Participate in meetings with other departments to address common issues.
  • Management of the team.
  • Daily monitoring and measurement of indicators.
  • Planning team currencies.
  • Provide high quality escalation reports.
  • Auditing, risk compliance and rapid problem resolution.
  • Monitor equipment malfunction alerts.
  • Develop procedures and mechanisms to improve team performance.
  • Report to the Line Manager any critical issues.
  • Carry out any tasks requested by his/her managers within the framework of the company and his/her department.
  • Location: Metro L3 (Heliopolis)

Zone Manager

RATPDEV Mobility Cairo
05.2022 - 12.2022
  • Hire, manage, develop a team as sales & information agents.
  • Supervise the performance of the teams against organizational, departmental, station & individual objectives.
  • Meet customer experience KPIs in stations & sales.
  • Provide excellent customer satisfaction by operating services as per Company policy.
  • Participate into the Testing & Commissioning of station equipment.
  • Develop & attend tests to ensure station equipment meet CS requirements.
  • Continuously improve CS experience through innovative thinking & engaged employees.
  • Comply with Rules book, all relevant safety procedures, processes & enforce them to all relevant in-house staff or subcontractors.
  • Review, contribute to have a full understanding of all safety critical procedures.
  • In emergency situations such as signaling failures, may be required to manually operate trains to a safe place where the train can be withdrawn from service.
  • Supervise the Cash handling related to ticket sales.
  • Promote a positive Safety culture within the workplace & attend any Safety related meetings/briefings as required within the Job role.
  • Comply with the requirements of the Company Safety Policy & Safety Management System
  • In conjunction with the HSE&CSR Manager, ensure that all accidents & near misses are properly recorded, reported & investigated to determine the root causes.
  • Submission of Hazard observations in accordance with Hazard observation reporting guidelines
  • Ensure that all potential risks that may come from performed activities are identified & mitigated.
  • Ensure that employees, contractors, visitors are aware of safety procedures & any relevant legislation.
  • Consider the safety of other persons who may be affected by their acts or missions
  • Be mindful that Safety, Security and Environmental is everyone’s responsibility & as such all-staff members are accountable for reporting & intervening in Safety, Security and Environmental violations
  • Cash handling related to ticket sales
  • Location: Metro L3 (Heliopolis)

District Responsible (Area Sales Manager)

BIM Stores
01.2018 - 05.2021
  • To ensure the general and daily operation of stores in accord with company rules.
  • To do whatever is necessary for having immaculate Store Managers and Assistant Store Managers.
  • To ensure that all works are carried out at minimum cost.
  • To work in cooperation with all departments of the company in every respect in an effort for the company to achieve better results and success.
  • Visit every store at least twice a week, to check the cash registers of stores at least once a week and to prepare at least one visit report for each store on a monthly basis.
  • Check the store waste and to decide on their extermination if necessary.
  • Ensure flow of documents and information between the company and the stores.
  • Coordinate all measures about his/ her stores, to follow up exceptional situations that might arise.
  • Identify the competitors around his/ her stores and to follow the market in general.
  • Plan, organize and realize the opening of new stores pursuant to the instruction of the Marketing Manager.
  • Carry out research and activities to boost the performance of stores.
  • Coordinate and check stock and order procedures and implementations.
  • Organize all kinds of advertising activities about the store and the products and to participate in the activities in person should the need arise.
  • Guide and manage the studies on inventory results.
  • Control, assess and inform the central units about all elements that are of importance for the operation of the stores.
  • Decide on the working hours of the personnel and to check their implementation.
  • Work for the training of the personnel for higher positions and responsibilities.
  • Coordinate the holiday programs of the Store Managers and Assistant Store Managers.
  • Decide on who will replace the Store Managers and Assistant Store Managers.
  • Submit for approval of the Marketing Manager the appointment and dismissal proposals of Store Executives and Deputy Store Executives.

Sales Supervisor-Outdoor

El-Ansary Trading
10.2015 - 12.2017
  • Manage a team of Sales and call center agents.
  • Be available to affect the entirety of the team’s operations.
  • Work with direct clients to sell the products.
  • Evaluate, present, and negotiate business opportunities.
  • Outdoors presentations to purchasing managers & Executive chefs various hotels.
  • Meet clients and build relationships for sales.
  • Visiting Clients continuously for promoting new items or offers
  • Liaise with all levels in the customer organization as required.
  • Achieve or exceed the allocated sales target.
  • Manage accurate and timely market information related to opportunities, competition, and changing trends and feed it back to Sales Manager.
  • Keeping management informed by submitting daily activity reports to the Sales Manager
  • Placing Clients orders on the system daily.

Sales supervisor

Vodafone Egypt (First Trading and Distribution)
10.2010 - 10.2015
  • Manage by walking around. Be visible to answer questions from agent and customers
  • Take calls that agents can’t handle and be available when an agent appears to need assistance.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage agents through positive communication and feedback
  • Supports Store Management by contributing to the successful operation of the store and implementation of strategies.
  • Help retail sales staff achieve sales targets.
  • Handle customer questions, complaints, and issues
  • Accountable for ensuring all operational standards are achieved
  • Assists in the training and retention of store staff in sales to deliver exemplary customer service and meet sales goals
  • Develops collaborative team relationship with Store Management and other store team members.
  • Manage retail staff, including cashiers and people working on the floor.
  • Meet financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Formulate pricing policies. Determine daily coupons.
  • Ensure pricing is correct. Work on store displays.
  • Coach, counsel, recruit, train, and discipline employees. Evaluate on-the-job performance.
  • Ensure standards for quality, customer service and health and safety are met

Customer Services Representative

Vodafone Egypt
07.2006 - 10.2010
  • Dealing with customers
  • Answer customer's emails
  • Write to customers; Speak to customers on the phone
  • Handle all customer problems
  • Processing orders
  • Manage Administration
  • Train new comers on system , information & soft skills
  • Lead new comers for the first 3 months & give a the feedback with coaching required

Education

Accounting

Commerce Cairo University

Skills

  • Proficient in Microsoft Word, Excel, and PowerPoint
  • Strong understanding of online platforms

    • Team leadership

    Operations management

    Strategic planning

    Decision-making

    Performance management

    Time management

    Staff development

    Customer service

    Business development

    Project management

    Business administration

    Customer relationship management (CRM)

    Staff management

    Relationship building

    Policy implementation

    Contract management

    Cross-functional teamwork

    Documentation and reporting

    Expense tracking

    Project planning

    Verbal and written communication

    Staff training and development

    Goal setting

    Negotiation

    Business planning

    Sales management

    Complex Problem-solving

    Budget control

    Task delegation

    Performance evaluations

    Product management

    Sales techniques

    Key performance indicators

    Lead generation

    Schedule preparation

    Emergency response

    Salesforce management

    Shift scheduling

    Expectation setting

    Employee onboarding

    Clear communication

    Safety procedures

    Recruiting and interviewing

    Coaching and mentoring

    Risk management

    Data analysis

    Work prioritization

    Conflict resolution

    Policy and procedure development

    Revenue management

    Problem-solving

    Multitasking

    Self motivation

    Team building

    Excellent communication

    Team development

    Organizational skills

    Attention to detail

    Active listening

Training

  • Marketing Professional Certificate (MPC) Sponsored by American Chamber:
  • Strategic Marketing and its Environment
  • Using Technology for Customer Relationships in Global Environment
  • Target - Market Selection and Research
  • Consumer Behavior
  • Market Research
  • Promotion Decision
  • Product Decision
  • Pricing Decision
  • Basic Business Skills Acquisition (BBSA) Sponsored by the Future Generation Foundation (FGF) center:
  • Developed Language and Computer skills.
  • Enhanced Presentation & project development skills.
  • Acquired basic business skills including: marketing, sales, banking, Accounting, business correspondence and report writing.

Timeline

Customer Service Interfaces Manager

RATPDEV Mobility Cairo
12.2022 - Current

Zone Manager

RATPDEV Mobility Cairo
05.2022 - 12.2022

District Responsible (Area Sales Manager)

BIM Stores
01.2018 - 05.2021

Sales Supervisor-Outdoor

El-Ansary Trading
10.2015 - 12.2017

Sales supervisor

Vodafone Egypt (First Trading and Distribution)
10.2010 - 10.2015

Customer Services Representative

Vodafone Egypt
07.2006 - 10.2010

Accounting

Commerce Cairo University

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