Mohammed Ezzat

Develop and implement strategic plans to improve operational efficiency and effectiveness.
Establish and maintain relationships with suppliers, customers, and other stakeholders to ensure seamless supply chain operations.
Monitor and analyze key performance metrics to identify areas for improvement and implement corrective actions as needed.
Develop and manage budgets, forecasts, and financial reports related to operations.
Ensure compliance with all relevant regulations and standards related to operations, including health and safety, environmental, and quality management.
Drive a culture of continuous improvement and innovation, leveraging lean principles and other best practices to optimize processes and increase efficiency.

Assign the team members to duties, monitor their performance and measure their KPIs whilst organizing, planning, and prioritizing tasks.
Collaborate with project managers, engineers, and contractors to develop project plans, schedules, and budgets.
Monitor project progress and make necessary adjustments to ensure that timelines and budgets are met.
Manage the procurement of construction materials and equipment, ensuring that they are delivered on time and at the lowest possible cost.
Develop and maintain relationships with clients, subcontractors, and suppliers to ensure that the project is completed to the satisfaction of all parties involved.
Schedule proper manpower to ensure their efficiency and observe employees to make sure they are not wasting business hours.
Responsible for all the Brokers accounts by creating and filing their contracts and fulfillment all the documents needed, Receiving and reviewing Claims and Invoices and following up with the financial department to issue checks.
Reviewing contracts for Gulf Sponsors and review their commission by communicating with the Information System, Customer Accounts and Contracts department.

Preparing the training material and Training the new hired.
Calculating the commission for the agents and the maintenance technicians.
Supervision of customer service representatives and their daily tasks.
Unloading voice mail and distributed to customer service representatives.
Review work orders received from technicians after visiting clients and match them portfolios.
Follow-up overdue maintenance requests.
Call the Company Agents to follow and work to solve their own problems, if any.

Customer Care Manager at Mall of Arabia.
Handle customer services team 10 agents; manage day to day work and performance.
Handling all the customer complain, inquiry and problem.
Manage the refund budget in a monthly report
Manage the shelf problem. pricing problem
Handle all the Credit card machine refund case and problem and escalate with the Bank.
Handle all the Call Center issue with any complains or thanks mail.
Cascade and resolve the problem to achieve the highest customer satisfaction level

Handling on calls team daily activities.
Monitoring team performance & set KPIs and sales targets.
Support team's weakness areas & make best use of points of strength.
Team monthly appraisals.
Solve & sort all clients complain received.
Assure satisfaction rates for all escalated clients.

Forecasting and preparing the shift plan for both the long and short term.
Evaluating the team leaders and the agents.
Reporting the marketing the data needed for the advertising and new promotion schedules.
Communicating with the upper management and feed backing them with all the details.
Putting up and running over the call center schedules.
Training the new hired agents.