Mohammed Abdelnaby

+ Ensured staff understood and adhered to brand standards in fine with
company policy.
«Managed daily paperwork, monthly inventor, ordering, and supplier
communications, while projecting weekly stock needs based on previous year
sales and analysing wastage
+ Conducted weekly briefings for sales staf, facitating clear communication
and collaboration to meet targets.
+ Collaborated vith upper management in strategic planning, contributing
valuable nsights fom ground level operations.
« Led training sessions for new employees, equipping them with necessary
skills and knowledge.
Formulated marketing and advertising strategies for continuous business
growth.
Maintained detailed and current records of inventory, personnel actives and
business finances.
Directed retail and wholesale operations, scruinising and improving existing
processes to boost efficiency.

Delivered exceptional service to increase customer loyalty.
«Resolved complaints with proactive problem-solving and analysis
+ Processed and handed refund and bing requests efficiently.
Received customer inquires through calls and emis, providing necessary
assistance.
«Called parents o assis with urgent requests, technica issues, and login
problems
Handled high volume calls whist maintaining professionalism and composure.
Achieved monthly client retention score of 80% through effective account
management
Conducted retention activites by promoting school syllabus taiored to parents
needs.
«But lasting relationships with regular customers, fostering brand loyalty
Offered detailed product and service advice based on customer needs
+ Utlised CRM software proficientl, streamlining the complaint handing
pro
Ensured minimal wait mes by prioritising tasks effectively during peak hours.
Logged customer communications for complete service records.
Updated customers on special offers and promotions for increased revenue.
Reached out to established cients to follow up afer sales and offer new
products and services.
Coordinated teachers schedules and managed students requests while
providing technical support
Performed administrative duties efficient; this included managing schedules,
organizing fles and drafing corespondence

Managed \[100 to 130\}+ telephone cals dally, ensuring professional
communication and customer engagement.
«Receiving inbound and outbound cals, related to SIM card issues duties as
following Inbound calls, outbound follow up calls Core, activation, technical
support, VIP customers, prepaid, postpaid
«Resolved customer complaints following guidelines and referred complex
inquiries to team leaders.
+ Offered prompt solutions to maintain customer satisfaction.
+ Built rapport with customers through empathetic listening, enhancing customer
experience.
+ Listened actively to offer accurate information and best solution to their needs.
«Transferred cals to specific departments, such as the technical support team,
or opened MR for SIM card issues
Documented recurring requests, enquiries and complaints, sharing insights
and recommended corrective actions with ine manager.
«Monitored key performance indicators (KPIs) to ensure compliance with
company standards
«Developed relationships with clients for increased loyalty and retention
«Followed scripts when answering common customer questions.