Soft Service Project Leader
Contrack Facilities Management S.A.E. (A subsidiary of the Orascom Construction Group)
Total years of experience :14 years, 2 months
- Responsible for Projects (ORA ZED Park, Uptown Cairo, Telecom Egypt, RAYA CX Smart Village and Kent School)
- Participate in setting site budgets with the Operations Manager and then work to adhere to them during actual operation with the supervision members.
- Manage disciplinary action against staff who breach rules.
- Develop work plans for the site (daily, weekly, monthly, etc.) and ensure that the work team adheres to them and monitor that.
- Make sure that ISO files are kept up to date.
- Prepare monthly, quarterly, semi-annual and annual operating reports.
- Do monthly stock orders.
- Prepare administrative reports and financial analyses necessary to monitor the extent of adherence to the budget and monitoring any fallacies in recording expenses and various costs.
- Manage uniforms and personal hygiene of staff.
- Monitor the condition of equipment and machines and requesting periodic or emergency maintenance.
- Monitor resignations and turnover.
- Hold periodic meetings with clients to find out the level of service provided, improve it, receive their notes, work on amending them, and provide recommendations and suggestions to reach the best possible operation.
- Monitor absenteeism and sick leaves.
- Hold periodic meetings with the work team of janitors, supervisors, high supervision personnel and administrators in order to listen to their suggestions, solve their problems, as well as convey administrative decisions to them and explain any developments or communicate any directives to them.
- Handle all HR issues including transfers, overtime, promotions, adjustments, missions etc.
- Follow up with monthly payments when needed.
- Follow up with staff medical queries.
- Solve wage queries and give feedback to staff.
- Communicate with the company's various departments (HR, logistics, training, finance, etc.) in order to quickly deal with any matters that may arise in the site related to any of these departments.
- Responsible for the logistics service in Arab Gulf Area.
- Tracking drivers.
- Solving issues.
- Make sure that orders will be completed successfully.
- Call customers informing them about any delay or cancellation.
- Control or follow up with the drivers through chatting and outbound calls to build up a kind of customers satisfaction.
- Handling the situation while the delivery time to maintain strong reliability.
- Teaching individuals how to use eDoctor.clinic system.
- Opening and maintaining customer accounts by recording account information.
- Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintaining financial accounts by processing customer adjustments.
- Contributing to team effort by accomplishing related results as needed.
- Build sustainable relationships of trust through open and interactive communication.
- Finding the right suppliers.
- Arrange meetings with those suppliers and negotiate the terms and the conditions with them to complete the deal.
- Sign contracts with the terms and the conditions as agreed with the suppliers.
- Get suppliers product online.
- Pitching ideas to senior management.
- Maintaining relationships with existing suppliers while seeking new ones.
- Was one of the team who contributed to the opening of the Bavaria's branches in Dubai & Sharjah by obtaining the Adoption of Technicians Certification from Civil Defense Department of the United Arab of Emirates.
- Identify current and future customer service requirements by establishing personal rapport with potential and actual customers and other persons in a position to understand service requirements.
- Establish new accounts and service accounts by identifying potential customers; planning and organizing sales call schedule.
- Provide products, services, equipment and technical or engineering information by answering questions and requests.
- Develop customer's staff by providing technical information and training.
- Contribute to team effort by accomplishing related results as needed.
- Stay up-to-date with new product and feature launches and ensure sales team is on board.
- Review pending orders and specific customers requests to ensure excellent customer service and customer experience.
- Suggest sales process improvements.
- Supervise maintenance work (with the help of the Maintenance Department) in the area I manage.
- Contact potential or existing customers to inform them about the service (International call service).
- Answer questions about the service or the company.
- Ask questions to understand customer requirements and close sales.
- Enter and update customer information in the database.
- Take and process orders in an accurate manner.
- Handle grievances to preserve the company’s reputation.
- Keep records of calls and sales and note useful information.
- Meeting daily, weekly and monthly sales goals.
- Attend meetings for reviewing sales performance.
- Discuss client credit card needs and suggest how to meet those needs.
- Being responsible for showcasing credit card samples and catalogs to clients.
- Describe the terms of use for the cards and the prices.
- Follow leads from other clients who may have interest in using the credit cards.
- Being responsible for taking card orders from clients.
- Assist clients in resolving complaints about the credit cards or issues that may arise during card use.
- Demonstrate to the buyers how the credit card is used.
- Attend meetings for reviewing sales performance.
- Discuss client personal loan needs and suggest how to meet those needs.
- Being responsible for showcasing personal loan samples and catalogs to clients.
- Follow leads from other clients who may have interest in having the personal loan.
- Being responsible for taking personal loan orders from clients.
- Maintain customer confidence by keeping loan information confidential.
- Help customers by answering questions; responding to requests.
- Explain to customers the different types of loans options that are available, as well as the terms of those services.
Cairo University, Faculty of commerce, Accounting department. (2003-2007)