Mostafa Kholeif

Experience

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  Orange

  Apr 2007 - Aug 2010

  Customer Services Representative (Customer services)

  Customer Services Representative (Customer services) From 9/12/2007 up To 12/8/2010- Welcomes customers by greeting them in a professional manner. And offering them assistance- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.- Documents sale by creating or updating customer profile records using (CRM).- Maintains financial accounts by processing customer adjustments.- Contributes to team effort by accomplishing related results as neededFollow up sales Agent from 1/4/2007 to 8-12-2007- Determines requirements by working with customers.- Answers inquiries by clarifying desired information; researching, locating, and providing information- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems- Maintains call centre database by entering information- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments Show less

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  E& UAE

  Aug 2010 - Jul 2011

  Customer Services Representative (CSR)

  - Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and service- Gather customer’s information and determine the issue by evaluating and analysing the symptoms.- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more- Redirect problems to appropriate resource- Organize ideas and communicate oral messages appropriate to listeners and situations- Accurately process and record call transactions using a computer and designated tracking software- Stay current with system information, changes and updates Show less

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  Cisco

  Jul 2011 - Jul 2012

  Customer Services Representative (CSR)

  - Receives & welcomes customers in a professional manner- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet - Gather customer’s information and determine the issue by evaluating and analysing the symptoms.- Research required information using available resources- Identify and escalate priority issues per Client specifications.- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business- Follow up and make scheduled call backs to customers where necessary- Tack Care about the RMA issues Show less

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  Emitac Mobile Solutions LLC (EMS)

  Jul 2012 - Dec 2014

  RMA Coordinator

  - Support and coordinate with carriers/dealers/partners in the market on RMA program - Liaise with walk-in customers on front-end for warranty and out of warranty issues.- Manage and handle escalations/inquiries from partners related to the RMA process and routine activities. Be the pro-active POC for mid-level escalations- Liaise with Customer Services and EMS sales team (both Retail/Corporate) to ensure effective and appropriate support services are provided - Arrange follow-up with couriers/dispatch team to ensure smooth and timely collection/delivery mechanism - Work with Back-Office personnel to help them keep a track of RMA deliveries from EMS, Logistics, and Service Collection Point to end-customers and vice versa. - Prepare regular reports for the Support Management team - Communication of findings, insights, challenges and recommendations to Service Manager and team. - Assist in dispute resolution related to service requests, payments or other matters. - To continuously strive to maintain and increase the flow of non-warranty & out of warranty jobs thus contributing to the non-warranty revenue - To increase the awareness of RMA services and creating a positive approach toward the product in the long run - Compliance with QMS and Electro Static Discharge requirements at the front-end Show less

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  Saudi Manpower Solutions Co. (SMASCO)

  Jan 2015 - Jan 2021

  H.R Affairs Director

  - Plan and execute Internal Audits at all functions and levels.- Report on Internal Audit results and areas of improvement.- Review and optimize business processes and policies.- Controlling Documented Information- Mapping the process workflow.- Reporting on the system performance and suggesting necessary corrective actions.- Implementation and adherence to the Quality Plan.- Coordinating with concerned departments for opportunities of improvement.- Reviewing Risks and ensuring the effectiveness of actions to mitigate their adverse effects.- Report to the Quality Manager on work progress and any other issues.- Assigning teams in order to support workers with Human Resources services - Ensuring the provision of all governmental services in line with policies in conjunction with GR department - Creating, documenting and implementing effective new policies and procedures in line with company goals - Providing appropriate HR guidance to line managers; building strong working relationships - Analyzing trends and metrics in tandem with Executive Management in order to develop solutions, programs and policies - Managing and proactively resolving complex worker issues; conducting effective, thorough and objective investigations for goals to be achieved - Maintaining in-depth knowledge and keeping up to date with legal requirements regarding daily management of employees and reduction of legal risks - Participating in, and advising on business unit restructures, workforce planning and succession planning - Preparing and disseminating daily and weekly reports to Executive Management Achievements • Participate in building organization structure and Work flew.• Setting the guideline of procedures and policies for MPA team.• Participating in setting team KPIs and achievements. Show less

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  FBH GRP

  Mar 2021 - now

  Director Of Administration

  Receiving reports from IT manger , Support services Manger and Human Resources manger and directing them through organization planSet an Following Expansion Plans with ManagementArrange regarding the new opening with concerned departmentObtain necessary permits, approvals, and other regulatory prerequisitesManage construction schedule and activitiesDetermine needed resources (manpower, equipment and materials)Setting Organization beget at the whole area of administrationManage costs in order to meet budgetsAnalyzing Operation data number along with Finance data numbers and deliver the required reports to monumentAchievementsStarted up the organization through (Drawing company structure - Hiring talents - implementing Administration SOPs' and polices - build up salary scales )Supported in Opening 5 branches and lunched 2 new brandsLegalized all the organization processDesigned and implementing Organization ERP systemHired and managed a full supportive maintenance teamincited FBH organization company profileSupported in building up the whole organization from scratch Show less

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  MCFT - KSA

  Dec 2022 - now

  Head of Operations