Mostafa Ghaly

Experience

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  Vodafone

  May 2011 - Dec 2011

  Customer service representative

  -Answer inbound calls as well as the outbound calls to assist customers who have specific inquiries or needs. -Build customer’s interest in the services and products offered by the company. -Provide personalized customer service of the highest level to meet the company policy and standards in customer service

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  The United Bank , Egypt

  Dec 2011 - May 2013

  Complaint Management Executive

  -Receiving complaints from the call center agents. -Reviewing customers' complaints & checking them with the responsible (Dep. Or Branch).-Calling customers in order to handle them until their complaints get solved.-Referring back to customers with the appropriate solution for their complaints.-Making a daily report with incoming complaints & the solved complaints.

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  Trinity Guildhall London

  May 2013 - Aug 2013

  Administration manager at Trinity Guildhall Cairo representative

  -Handles all hiring issues as employment contract, social insurance application and the hiring documents with new employees and maintain it in the employee files.-Computes, disburses and reviews salaries, deductions taxes and other withholding for all employees.-Follows up on the attendance system.-Processing payment and invoices.-Dealing with all the suppliers and media companies.

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  IKEA Group

  Aug 2013 - Feb 2024

  • Consults with line management, providing HR guidance when appropriate.• Gathered and analyzed Key Performance Indicators in order to define and measure progress.• Works closely with management and employees to improve work relationships, build morale, and increase productivity • Provides HR policy guidance and interpretation.• Assists international employees with expatriate assignments and related HR matters.• Serve as a valuable and trusted resource to Line Managers on issues related to employees; partner with Line Managers to create a culture of employee engagement based on company values.• Execute employee relations issues in compliance with local law and company policies.• Measure employee engagement of business units and identify areas of improvement.• Provide Line Managers with regular financial reporting of employee costs; ensure annual manpower budgeting is performed accurately and efficiently• Identified talent and designed succession plan for potential co-workers based on expansion plans in Egypt• Monitored daily work against the organizational business plan and take action to resolve variances and adjust action plans as needed.• Create and update the store SOP.• Gather and review feedback from co-workers and senior managers monthly via Help Us to Improve• Organizing and responsible for any co-worker-related events (IKEA Catalogue Launch – IKEA Anniversaries – IKEA Sports Day – IKEA’s Team Building Events-international women's day- Ramadan Iftar- Departmental outings).• Responsible for the internship program.• Handling the internal on-boarding and off-boarding processes of employees and interns.• Maintaining employee files and the HR filing system.• Consolidating the monthly payroll reports.• Monitoring the annual leave balances of IKEA co-workers.• Maintaining records of the attendance levels, overtime, deductions, and turnover rates.• Monitoring co-workers’ violations and conducting investigations on a regular basis. Show less • Tracking statistics of the number of complaints, inquiries, and suggestions, identifying root causes, and preventive & corrective actions.• Create SLA with all departments.• Monitor all calls to ensure that due procedures and quality standards are strictly adhered• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times• Provides statistical and performance feedback and coaching on a regular basis to each team member.• Support the Customer Service Manager to constantly improve and enhance Customer Experience by regularly engaging with customers in surveys and managing the Customer Feedback Mechanism.• Act as a Trainer for the Department and ensure all the co-workers are trained in Product Knowledge, Customer Service, CRM, and Call Center.• Dealing with all the customer service suppliers. • Preparing the schedule and planning of the manpower to meet the customer requirements.• Verify the accuracy of invoices, review invoices for payment, and ensure approvals accordingly.• Supervisor in IKEA catalogue distribution team. Show less

  • HR Executive

    Jun 2017 - Feb 2024

  • Customer Service Advisor

    Aug 2013 - Jun 2017
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  SWIFT ACT

  Oct 2023 - Sept 2024

  Senior Human Resources Specialist