Mamdouh Fouad

Experience

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  Premium Card

  Mar 2004 - May 2007

  Team Leader Call Center

  • Managing day to day planning and cover all operational tasks on the floor to meet the required service level achieve daily metrics as abandon calls, absenteeism, and adherence.• Led a team to conduct inactive members to use their cards and leading to activation. (14K cards since June 2005 until May 2007)• Conducting performance appraisal for the team by setting them key performance indicators.• Providing feedback, coaching and ongoing development to meet client and quality expectations.• Follow up daily transactions & customers’ orders.• Responsible for ensuring customer satisfaction.• Follow up customer complaints.• Ensure that all the agent metrics are achieved (schedule, adherence, quality, attendance, and attitude). Show less

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  ART / Arab Radio & Television

  Jun 2007 - Apr 2010

  • Responsible for all the Distribution Department reports and presentations. • Tracking traffic, quality of sale, performance and productivity of ART stores in Egypt on regular basis by creating weekly, monthly, annual analysis reports to the ART Regional Manager in Middle East and General Manager in Egypt.• Efficiently, effectively and clearly Communicate New Sales and Sales Transactions target and Sales Commission to ART stores managers.• Responsible for all PSD (Paid Still Disconnected) customer cases (Normal &compensation).• Handle ART subscribers’ queries and complaints. Show less • Responsible for all Organization departments in preparing formal reports which send to the ART General Manager and to the Regional Manager in Middle East concerning discussing the whole Egyptian marketing. • Tracking agents’ traffic, quality of sale, performance and productivity of CRM Egypt team on regular basis by creating weekly, monthly, annual analysis reports based on the used data & the number of calls for each agent. Developing IVR Structure and showing them their daily productivity.• Measuring how many new customers subscribe in ART and how many renewing their subscription and not renewing by creating weekly, monthly & annual reports, directed to General Manager in Egypt and to Regional Manager in the Middle East in UAE.• Analysing how much data we received, with the last result for the couriers & the achievement data, indicating also all Egyptian stores productivity by creating reports, which send to Director of Distribution Department. Show less

  • Marketing & Business Analyst

    Jul 2009 - Apr 2010

  • Team Leader CRM Call Center

    Jun 2007 - Jul 2009
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  Raya

  Jun 2010 - Dec 2010

  Retail Delegate (Nokia Care)

  • Meet assigned sales target and ensure to deliver the world class customer experience. • Understand customer needs and effectively resolve customer complaints and problems, and escalating issues to appropriate persons/teams whenever needed.• Using customer care skills to optimize the opportunity of each customer inquiry.• Provide training sessions for retail staff.• Handle floor and customer complaint.• Receiving and sending daily shipments from/to Raya Head Q.• Tracking quality of customer care by creating weekly & monthly quality of customer care reports for store staff. Show less

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  Egyptian Resorts Company

  Dec 2010 - Sept 2021

  Customer Relationship Management Manager

  • Establish Customer Relation Management Strategies & Planning. • Work with other members of the Senior Management Team in setting Business Objectives. • Provide leadership, direction to deliver world class Customer Order Management processes. • Responsible for customer communications, conflict resolution, and compliance on customer deliverables. • Ensures that customer issues are managed with in an efficient manner from inception to closure. • Establish in house CRM system to be responsible for meeting SLA commitments with designated customers. • Maintains high customer satisfaction ratings that meet company goal. • Creates manages and maintains customer account information utilizing defined company tools and process and reports on customer status. • Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary Customer Services teams’ support. • Achieves strategic customer objectives and completes plans in accordance to standards as defined by company management. • Maintains high customer satisfaction ratings that meet company goal. • Trains and develops new staff members. • Conducts team performance evaluations. • Collection of a total of USD 105M outstanding payments since 2011. • Manage hand over process and fit out of 49 Plots, 92 Villas, and 91 Units from 2011 until 2019. • Prepare a weekly/monthly report to Management and CEO to ascertain status of collections/balances outstanding and projects development status. • Contribute with the company legal consultant to take further collection actions with delinquent debtors; File legal cases, Issuing Default notice& termination notice, Proceed Termination actions. • Ensuring professional relationships are established and maintained with customers. • Discuses internal office memos and customer requests with top management and ensure to meet the agreed service level. Show less

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  Safwa Urban Development

  Oct 2021 - Jul 2022

  Customer Service Manager

  • Manage and lead the customer service team in all SUD projects (Obour City, New Administrative Capital, Mansoura, New Mansoura, Ras El Bar, New Damietta)• Handling escalated complaints with board of directors’ members.• Manage hand over process and fit out of 143 Units from 2021 until 2022.• Holding regular meetings with customers in SUD projects.• Identifying key processes that affect customer experience across SUD projects. Tracking, overseeing and optimizing all customer interactions and efficiently manage. Show less

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  Mountain View

  Jul 2022 - now

  Customer Excellence & Community Manager

  • Manage, monitor and coach community team performance to ensure operational efficiency and compliance with agreed standards.• Maintain best practice in the delivery of community management services to livable zone.• Responsible for day-to-day activity of the compound.• Manage and monitor the use of community facilities, ensuring that they are available, maintained and operated to the highest standard required.• Communicate by appropriate media with homeowners/occupants on all matters relating to community.• Enforcement of community rules and regulations where necessary serving and processing of violation orders and fines.• Manage the portfolio of operations in the community ensuring the sustainability of required services (community development, FM, Security ect.)• Acting as the 1st escalation point for critical or unresolved dispute or residents’ requests and follow up on solving them.• Holding regular meetings with customers to further understand their needs and plan accordingly.• Coordinating with other departments to make sure all plans are going on schedule. • Coordinating with other departments to ensure that service quality meets standards.• Periodically checks according to schedule all community facilities and recommend preventive and corrective maintenance action• Assist in the preparation of the annual budget, reporting and financial performance of the compound.• Set with marketing team to create and manage community events calendar and initiatives to ensure customer engagement and happiness delivering premium services.• Improving overall customer satisfaction metrics. Show less