Mostafa Ghonim

Experience

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  Microtech

  May 2007 - Oct 2010

  Customer Service

  • Deal directly with customers either by telephone, electronically or face to face• Respond promptly to customer inquiries• Handle and resolve customer complaints• Obtain and evaluate all relevant information to handle product and service inquiries• Provide pricing and delivery information• Perform customer verifications• Set up new customer accounts• Process orders, forms, applications and requests• Organize workflow to meet customer timeframes• Direct requests and unresolved issues to the designated resource• Manage customers' accounts• Keep records of customer interactions and transactions• Record details of inquiries, comments and complaints• Record details of actions taken• Prepare and distribute customer activity reports• Maintain customer databases• Manage administration• Communicate and coordinate with internal departments• Follow up on customer interactions• Provide feedback on the efficiency of the customer service process Show less

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  GfK

  Oct 2010 - Jul 2013

  Marketing Consultant

  * Meeting and liaising with clients to negotiate and agree research projects.* Preparing briefs and commissioning research.* Formulating a plan/proposal and presenting it to the client or senior management.* Writing and managing the distribution of surveys and questionnaires.* Briefing interviewers and researchers.* Liaising with and managing survey staff.* Moderating focus groups.* Undertaking ethnographic research (observing people in their homes and other environments).* Conducting qualitative or quantitative surveys, which may involve field, interview or focus group assessments.* Using statistical software to manage and organise information.* Monitoring the progress of research projects.* Analysing and interpreting data to identify patterns and solutions, including surveys and focus group transcripts.* Writing detailed reports and presenting results.* Advising clients/senior management on how to best use research findings.* Managing budgets. Show less

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  HKDC

  Aug 2013 - Dec 2015

  Debt Collector

  • Deliver a consistent and professional level of service at all times.• Achieve set revenue targets and call quality objectives.• Advise and influence clients’ customers on the payment options for debt recovery.• Handle each call promptly and in the correct manner, updating records accordingly.• Input customer related data accurately and efficiently.• Take responsibility for resolving disputes, ensuring that caller concerns are actioned correctly and all parties are notified.• Explain the terms of sale, credit or contract condition as appropriate.• Manage customers who are resistant to agent contact by remaining polite, tactful, honest and firm.• Decide on the correct action when negotiating payments.• Complete any administrative tasks as required for the efficient running of the call centre.• Follow strict Company policies and procedures at all times, ensuring that legislative requirements are met. Show less

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  Swiss Arabian Perfumes Group

  Jan 2016 - Sept 2017

  Sales Associate

  • Demonstrate and explain products in order to persuade customers to purchase products• Keep working area and products clean and arrange products in proper manner• Identify interested and qualified customers in order to provide them additional information• Ensure optimum stock availability in the outlet and on the shelves to ensure achievement of sales targets• Sell products and keep record of sales and report it to respective Managers on daily basis• Suggest specific product purchases in order to meet customer’s needs• Provide feedback related to the end users’ requirements and competitor activities to Trade marketing team Show less

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  Al Tayer Group

  Sept 2017 - now

  1- Monitor items level and replenish items, testers, samples and POS materials.2- Perform a weekly full inventory count to prevent any shortage or loss and as required by LP department. 3- Review the daily CSR reports for all POS performed transactions to be shared with the financial department and keep monthly records for it. 4- Generate SQR track reports for all daily store tasks such as (keys declaration, banking records, daily checklist, staff log, visitor’s log, and search log, cash report) to be kept in monthly records. 5- Access Sim application for receiving/transferring stocks from warehouse or between other stores.6- Access the micro strategy server for all daily , weekly and monthly reports needed for tracking store records such as (items sales, brand count reports, sales as per staff, return reports, transfer reports, discount reports, utilities reports...)7- Coordinate between mall management and the company's head office by applying mall and police permits as needed for maintenance work or running events.8- Reviews the delight portal for customer feedbacks, responses and score achievements in daily basis to ensure the highest standards of customer satisfaction. 9- Prepare employees work schedule and leave plans and ensure all staff adhere to company policies and procedures. 10- Cover daily shifts to make sure the store has full coverage 11- Writes a weekly feedback for our management to share our sales feedback, staff feedback, customers delight, our best day, stocks availability,...12- Set the plans and share it with the staff to ensure achieving our set targets and goal. Show less • Ensure high levels of customer satisfaction through excellent sales service• Assess customers needs and provide assistance and information on product features• Welcome customers to the store and answer their queries• Follow and achieve department’s sales targets on a monthly, quarterly and yearly basis• “Go the extra mile” to drive sales• Focusing on Achieving the UPT and ATV targets set by managment• Remain knowledgeable on products• Process POS (point of sale) purchases• Cross-selling products and focusing on higher valued products• Team up with co-workers to ensure proper customer service• Build productive trust relationships with customers and maintain customers database• Comply with inventory control procedures• Suggest ways to improve sales (e.g. planning marketing activities, changing the store’s design) Show less

  • Retail Store Manager

    Jun 2022 - now

  • Team Leader

    Jul 2021 - Jun 2022

  • Fragrance advisor

    Sept 2017 - Jul 2021