Hisham Ateya

Experience

• 

  Vodafone

  May 2003 - May 2007

  • Franchise Support - Retail Operations (COPS)

    Feb 2007 - May 2007

  • Retail knowledge management Trainer-Retail Operations (COPS)

    May 2006 - Feb 2007

  • Sales Representative

    May 2003 - May 2006
• 

  Allianz

  Jan 2008 - Jan 2009

  PRT Senior Trainer PRT department
• 

  Vodafone

  May 2009 - now

  • Handling 13 Express stores nationwide.• Geographical location spread across Egypt (Canal, Sinai & UE, Delta, Alex, Cairo & Giza)• Handling operation issues with currently 12 partners.• Conduct daily visits• Share and involved in new store selection process by assessing the choice of the location matching roll out team plan.• Responsible for all stores operation issues making sure that all store are running with smooth operation matching VFE policy & procedures.• Responsible for achieving agreed targets for his/her stores in terms of sales & customer experience targets maintain the agreed quality level.• Participate in monthly assessment for VFE partners.• Perform periodical audit and stock count for all his/her stores covering any possible or potential gap for revenue loss in all aspects of the operation (cash, inventory, customer service, branding and pos guidelines, back office and archiving)• Recommend needed activities actions needed to increase stores’ performance and productivity.• Saving all VFE standards in terms of look & feel saving same customer experience as owned stores. • Regional budgeted profit/sales contribution• Provide two way communication between the Vodafone and the assigned stores.• Manage operational systems, process and procedures• Deliver cross functionally, service quality targets and measures (MS, EI, observations, etc) and deliver against those targets• Manage stock levels on regional level, carry out stores’ transfers to ensure optimum stock levels that enable fulfilling customer’s needs.• Product knowledge enhancement /training /observation • Report & eliminate any / all obstacles that might affect the stores performance• Stores visit and support through effective consulting /operation Audit • Conducts monthly meetings with the area stores’ managers & partners.• Supporting VFE to reach the agreed goals Show less • Ensure that all customers are treated with warmth & courtesy Building rapport with waiting customers by hosting waiting customers & Informing them about VFE• Ensure proper floor flow • Ensure optimum workforce• Handle all escalated complains• Instant customer dissatisfaction handling• Ensure that the store provides optimum level of end to end customer experience• Manage the floor to maintain the agreed waiting & handling SL• Ensure that the customer database is properly built & used• Vodafone culture properly communicated & put into actionOperation• Ensure proper & efficient interdepartmental communication• Handle staff scheduling• Handle all store's technical issues• Handle store's maintenance• Maintain retail's look & feel standards• Manage store's inventory• Store's cash management• Ensure that P & P are properly communicated to the team & fully implemented• Implement the cost control measures• Ensuring a safe & healthy working environment• Providing the team with all operational support• Responsible for handling retail outdoor activates & events when availableTargets• Achieve team's sales target• Achieve team's revenue targets• Achieve team's customer satisfaction targets• Ensure that cross/up-selling are properly done• Quality of salesPeople• Observing the team& providing on target feedback• Setting a tailored development plan to each team member based on required improvement• Provide all the team with full updated knowledge• Conducting constructive monthly one 2 one with each team member• Performing proper Performance Dialogue with each team member Show less • In-Store trainer, responsible for delivering all Vodafone training materials and all Vodafone products and services & updated VAS• Responsible for achieving the store sales targets, maintaining the company image through high level of customer satisfaction.• Selling VAS. & all Vodafone Products & Services• Providing customer service.• Handling customer's complaints and queries• Introducing customers to additional products and service (i.e. handsets, accessories).• Assisting in general administrative work.• Carry out the company's sales target presented in the store quota, in addition to maintain a high-level of customer satisfaction, through the company's vision and guidelines• Handling all paper work that is reported to the different company departments. Show less

  • Retail Express Area Manager

    Apr 2017 - now

  • Retail Sales Manager

    Sept 2015 - Sept 2020

  • SR-Retail Team leader

    May 2009 - Aug 2015