Hatem Mohamed YOUSRY

1- Identify growth opportunities and potential deals within the market segments by retaining the existing clients and generate new ones
2- Met the set sales targets and achieved 89% of the set target according to the YTD to meet the company’s strategic objectives.
3- Onboarding clients on the website and educating them with all the features to get the best outcome.
4- Consulting clients on the best practices and assisting in filling the needed vacancies according to the set hiring plan.
5- Acting as a business consultant to clients and providing them with the best practices to the digital transformation especially within the COVID-19 Pandemic
6- Ensuring that customer requests are responded to in an accurate and timely manner.
7- Negotiation and planning for short and long-term subscriptions.
8- Align with cross-functional teams to meet clients’ expectations.

1-Assist customer service team leader to execute customer service functions.
2- Coordinate and assign daily workload to the customer service team members.
3- Assisted the team in providing excellent and outstanding services to customers and to maintain satisfactory level “Csat” of 80%
4- Ensure that the team addresses customer inquiries and concerns promptly and professionally according to the quality standards.
5- Handled Managerial call requests and maintained customer satisfaction and retention according to the company’s policy.
6- Assisted team members when needed.

1. Led and developed a team of 20 new joining members to provide exceptional customer service by maintaining more than 85% PRR within the set SLAs 99%/240 seconds and AHT 5 minutes.
2. Trained team on all aspects of operating procedures and company services and regularly mentored associates on performance-oriented strategies based on Amazon Policies and procedures and customer service tenets.
3. Increased customer retention and satisfaction by closely monitored team members’ performance and assessing problematic practices.
4. Identified customers’ repeated issues, and reported it to the concerned teams to find a proper solution to eliminate the root cause of these issues.
5. Coached team members on customer service techniques, providing feedback and encouragement toward reaching the set goals.
6. Established transparent relationships with team members which helped resolve conflicts quickly.
7. Completed documentation and logs each day and generated weekly reports detailing activities to submit to Group Manager.
8. Collaborated with Head of customer experience to improve customer service processes and support structures company-wide.
9. Achieved the 2nd or 3rd place among 11 other teams for 8 consecutive weeks

1- Follow up & resolve customer complaints and inquiries via E-mails and phone calls.
2- Deal promptly and professionally with all customers’ inquiries and maintain the FCR and set SLAs.
3- Ensure a satisfactory outcome for the customer and resolve issues fairly while maintaining a positive image in the customer’s mind and adhering to corporate terms & conditions.
4- Interact with 2nd and 3rd parties to solve customer’s issues.
5- Acted as Team manager delegate and assisted all other team members in resolving complex issues.
6- Got recognized along with other team members by the regional head of customer experience for my exerted efforts in resolving a backlog crisis of 35, 000 tickets in 1 month “May 2018”

1. Met all customer call guidelines including service levels, handle time, quality standards and productivity.
2. Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
3. Enhanced productivity by staying on top of call scripts and maintaining control over the direction of conversations.
4. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

1. Interviewed, hired and trained 6 employees “White/Blue collars” 1- Branch admin - 2 - sales representatives - 2- Office boys - 1- Registration and licensing vehicles officer and implemented mentoring program to promote positive feedback and engagement.
2. Enhanced branch production rates by handling staff conflicts, evaluations, hiring/termination processes, coaching employees on company protocol.
3. Oversee branch operations, including sales, customer service, finances, and record keeping.
4. Conducted an offline marketing by renting 3 outdoor small billboards and 1 big billboard resulted in ROI of increasing the number of walk-in clients by 30%.
5. Held sales coaching sessions and over achieved the set sales target by average of 10% in Q3, Q4 2014.
6. Prepared the monthly variables report for all the branch employees.
7. Preparing daily, weekly and monthly reports concerned with the branch performance in term of financial custody, reservations, deposits and refunds, number of walk-in clients, converted clients and telephone calls and advertisement feedback.

1. Performing B2B sales, opening new market channels with new sub-dealers.
2. Analyze competitive products offerings in terms of features and benefits as well as price point in order to maximize sales.
3. Handled customer inquiries by staying up-to-date on market and industry trends.
4. Maintained relationships with customers and found new ones by identifying needs and offering appropriate products and services.
5. Displayed enthusiastic customer journey during client meetings, resulting boost retail sales by average 33%.
6. Preparing reports for the market feedback to assist C-level management in decision making regarding the monthly sales targets, quarterly sales forecasting, and stock ordering
7. Coordinated with the software house responsible for creating the company website and the online existence via SM platforms mainly “FACEBOOK”
8. Oversee the sponsored adds and the reach of each add
9. Responsible of moderation the Facebook page and replied to all customers inquiries in a timely manner.
10. Saved more than 45, 000 EGP per quarter by directing the marketing campaigns to the online model instead of the newspaper and offline model.

1. Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.
2. Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
3. Resolved customer concerns regarding loan financing and warranties.
4. Prepared purchased vehicles and completed final delivery checks.