MOHAMMED NABIL MOHAMMED YOUSSIF

Zahra Nasr City, Nasr City, Cairo* Tel: +20 2- 24110565 (Home), +20 100- 3817754 (Mobile)*Email: mohamed.youssef.222@gmail.com , mohamed.nabil-youssef@vodafone.com,---------------------------------------------------------------------------------------------------------------------

OBJECTIVE A professional in customer project management, sales & marketing experienced in international call centers and telecom companies, currently looking to pursue a challenging career to lead and manage the organization in the service delivery of customer satisfaction and sales operations to ensure that the company meets and exceeds the business, operating, and financial goals, also looking for a chance to increase my learning curve and develop myself strongly.---------------------------------------------------------------------------------------------------------------------

EDUCATION Bachelor of Simultaneous Interpretation (English Section), ALAZHAR University, Cairo, Egypt, May 2007* Major: Languages & Translation (Overall Grade: Good)Thanawiya Azharea, 2002, Science Section, score: 92%---------------------------------------------------------------------------------------------------------------------

BACKGROUND SUMMARY

WORK EXPERIENCES:

I used to work as COO “Chief of Operations” for ICONs online digital marketing solutions company (Aug 2014 – Now)Responsibilities: My responsibilities can be summarized in driving performance and hit the sales targets throughout my group of Unit managers reporting to me. Moreover; to give my team the required training and support when needed, in order to enhance their skills in prospecting more new customers & business owners.My Unit Managers were consisting of (Customer Care Unit Manager – Sales Unit Manager – Social Media & Digital Marketing Unit Manager – Project Management Unit Manager)Job Duties

Build and develop commercial relationships with customers. Managing the sales and operation cycle and make sure that the delivery time does not

exceed the set target. Acquire/ manage new/existing clients by maintaining effective relationship. Administer necessary sales steps. Coordinate activities and participate in solving customers’ issues and problems. Extensive experience in business-to-business relationship development for staffing and

recruitment consulting services.

Closely cooperation with pre sales, project management, support and product development departments.

Prepare daily, weekly, and monthly reports. Create sites that are optimized for search engines. Manage and deliver email lists. Design and deliver emails. Monitor a company's online reputation. Follow up on responses. Responsible for developing rich, quality content for online sites. Approve or delete comments on blogs or articles. Highlight and encourage positive comments. Create Internet ads. Develop pay-per-click advertising campaigns. Develop and maintain social media profiles on Twitter, Facebook, and LinkedIn. Send out quality messages on these channels. Drive traffic to websites using a variety of methods.

I used to work as "Contact Centre Operations Senior Supervisor Vodafone UK Account"(May 2011- July 2014)

Responsibilities: I'm accountable for coaching, leading and motivating a team of more than 15 advisors/agents, coordinating activities in line with the department targets and performance levels, whilst continually looking at potential improvements to departmental processes. Responsible for delivering Vodafone International Services’ customer service capabilities to clients by driving the unit to an excellent level of for client’s customers enabling them to use the wide variety of products and services. Also raising the quality level of handling customer inquiries/problems to systematically measure and address its root causes to drive improvement in customer experience.

I have been working in a Sub-Task called (Alpha) as a Queue Owner “Acting as an operations manager”(Dec 2011- Up Till Dec 2013)After 6 Months of holding this position as “Operations Supervisor” successfully; I have been nominated to open this new Queue called (Alpha/Blended) to run the new job task acting as an operations manager.

Still I have been working as senior supervisor, running 45 Advisor, however with higher scope and bigger operational roles; in negotiating budget deals with our client & managing the whole project dimensions.

Managing throw people and utilizing my channels with all the available stakeholders to deliver the best revenue results and support my people to

have smooth working environment with the minimal cost. Worth mentioning; the key role in creating the new area goals and setting

its KPIs & targets with full ownership on it.

Essence of Role:1. Team Coaching and Development :

Develop team members through monthly coaching, the provision of on target feedback, counseling and recognition.

Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.

Facilitate performance reviews using the “Performance Dialogue” Framework for team members.

Ensure all team members adhere to Vodafone policies and procedures. Adopt and ensure team member adherence to Acts and Regulations, including, but

not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act.

2. Team Support: Manage the Human Resource aspects of my team members including the

provision of support, counseling, guidance and advice. Organize and facilitate Team Meetings and provide feedback to Business Support

Managers and Business Operations Managers. Manage team and departmental Reward and Recognition Programs.

3. Customer Support: Ensure the delivery of the customer experience to customers in accordance with

current Vodafone standards through monthly coaching sessions. Be a point of escalation in the handling of customer queries and complaints to the

point of resolution. Maintain an up to date personal and team knowledge of Vodafone products and

services.4. Leadership:

Identify and provide recommendations and solutions to departmental issues and Initiate change throughout the contact centre in line with our departmental goals.

Participate in the preparation and implementation of operational plans. Understand and interpret organizational and departmental strategy requirements,

and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.

5. KPIs/Measures: Adherence to coaching team members monthly on call quality. Team Adherence to Vodafone policies and procedures (team understanding) Team knowledge of products, services and applications Deliver performance reviews and development plans Adherence to facilitating monthly one on one meetings with team members Effective management of team and departmental reward and recognition

programs.

6. Client Management  Compile customers’ requirements based on information received from meetings,

calls, direct mail responses and other sources. Follow up with the customer business owners by telephone and e-mail to qualify

needs and ensure meeting due dates and deliverables Manage all service requests and change requests for the client Participate in preparing business cases and contracts for business obtained. Estimate date of start of service to customer, based on knowledge of Vodafone

Egypt operations capacity. Build and maintain excellent customers’ relationships. Investigate and resolve customer problems with services rendered. Manage a team of supervisors in an efficient way to deliver best in class service to

the international account customer. Respond promptly to customer needs. Solicit customer feedback to improve service. Ensure full compliance with contractual agreements.

7. Operations Management Evolve knowledge management tools, processes and procedures to maintain even

distribution of knowledge of individual cases among the teams. Conduct awareness & training sessions for call center agents Meet contract service key performance measures Maintain a close working relation with Technology department to ensure systems

stability and smooth operation Identify improvement opportunities within workflow, productivity and procedures Meet daily, weekly & monthly reporting obligations, provide thorough analysis

on operational trends and corrective actions Manage the relation with WFM for an optimum utilization of resources 

Used to work as Technical Support Representative for Vodafone UK international account (Dec.2008 – May 2011)

Responsibilities: Act as a frontline interface with customers of Vodafone companies worldwide. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service as well as own and manage the client relationship by resolving calls efficiently and effectively.

Starting from "01-12-2008" till "31-12-2009"; was working as 1st line

Technical Support Representative. Starting from "01-01-2010" till "31-03-2010"; was working as the 2nd line

I-phone Technical Support, handling the I-phone technical queries which have been transferred to me from the 1st line technical team.

Starting from "01-04-2010" till "28-05-2011"; I used to be a SENIOR Representative, acting as the 2nd line Technical Support for all UK International Account in Vodafone, by receiving the transferred calls from the 1st line worldwide and further Troubleshoot the technical issues deeper.

I worked as a Customer Service and Technical Support Representative at Xceed Contact Center for Microsoft Xbox account "Targeting U.K" (March

2008 – Dec. 2008)Responsibilities: My duty can be summarized in handling the customer complaints and billing issues with the highest degree of courtesy and professionalism needed to resolve customer issues within one call, and in the shortest period of time to meet and exceed the customer's expectation. Moreover offering alternative solutions, where appropriate, with the objective of retaining customersAs well as troubleshooting the hardware, connectivity, and billing issues using my tools and my product knowledge.

I worked as a Tele-Marketing Representative at Ameco Tech Corp call center for Verizon superpages, under a category called "senior Analyst", "Targeting U.S.A" (February 2007 –March 2008)

Responsibilities: My duty can be summarized in handling the sales calls in terms of building value to the customer about the program, and figuring out what is the most suitable package for him then closing the deal and do the up sale if needed, moreover managing a portfolio of existing clients and prospect for new clients to build company revenues.

I used to work as a transcriber at A C Nielsen for sales & marketing researches.

Responsibilities: My duty can be summarized in translating the marketing recorded sessions in the shortest time and with the best quality to meet my client's needs.

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CERTIFICATESFrom 7/2003 to 10/2003- PresentCourse in Ain Shams University, Centre of Public Service and Social Development, in the general English skills

July 2006- PresentThe Professional Certificate in Groundwork in Written Translation (GWT)Center for Adult and Continuing Education (SCE)The AMERICAN UNIVERSITY IN CAIRO (AUC)

December 2006- PresentThe Professional Certificate in Print Media Translation (PMT)School of Continuing Education (SCE)The AMERICAN UNIVERSITY IN CAIRO (AUC)

July 2007 – PresentAmerican Conversation Course from BERLITZ Institute; (Level 4) that concerns in the comprehension of the information on familiar topics in contextualized settings and produce sustained conversation with others on expanding variety of general topics.

August 2007 – presentAmerican Conversation Course from BERLITZ institute; (Level 5) that concerns in extent, initiate, sustain, and conclude most routine communication tasks for personal and work needs

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SKILLS :

Language Skills:Arabic: Mother tongue in spoken & writtenEnglish: Fluent in spoken & writtenFrench: Fair in spoken & written---------------------------------------------------------------------------------------------------------------------Computer Skills :

ICDL (International Computer Driving License) certificate V.4; includes Microsoft Office applications "IT – Windows –

Word – Excel – Access – PowerPoint – Internet"

Very good practice of both computer hardware & software---------------------------------------------------------------------------------------------------------------------

Communication Skills :

* Customer service oriented.* Ability to empathize & show empathy.* Leadership skills & team player characteristic.* Good negotiation skills.* Strong communication and decision making skills.* Strong reporting and analysis skills.* Actively troubleshoot the issue till the best solution.* Discipline & strict compliance with policies & procedures.* Efficiently managing & allocating business budgets.* Co-operative and Dependable.* Proactively manage personal work standards and development.* Mentor and support new employees.* Be capable of presenting and closing at senior management & CEO level* Maintain professional work relationships with colleagues, supervisor and manager.* Creative and positive problems solution.* Demonstrates a positive, enthusiastic, friendly attitude.* Strong verbal communication skills in English.* Proficiency in using MS Office application.

---------------------------------------------------------------------------------------------------------------------Personal Data :Date of Birth: February, 22, 1984Place of birth: Cairo, EgyptNationality: Egyptian.

Marital status: Married with two children.Military Service: Exempted

REFFRENCE AVAILABLE UPON REQUEST