Mahmoud Metwally

Public Relations Supervisor | Donor Recruitment & Retention

أعمل على قيادة وتنفيذ استراتيجيات استقطاب المتبرعين والاحتفاظ بهم بما يضمن تحقيق أهداف المركز التشغيلية وتعزيز استدامة قاعدة المتبرعين. أتحمل مسؤولية إدارة وتوجيه فريق التوعية والدعاية الميدانية، ووضع خطط العمل اليومية والأسبوعية والشهرية ومتابعة تنفيذها لضمان تحقيق أعلى مستويات الأداء والإنتاجية.

أقوم بتطوير وتنفيذ حملات التوعية المجتمعية والتسويقية التي تهدف إلى رفع الوعي بأهمية التبرع بالبلازما، وتعزيز الصورة الذهنية للمركز، وزيادة معدلات استقطاب المتبرعين الجدد من خلال الأنشطة الميدانية، والفعاليات، والشراكات المجتمعية، والتعاون مع المؤسسات المختلفة.

أدير مؤشرات الأداء الرئيسية الخاصة باستقطاب المتبرعين، والاحتفاظ بهم (Retention)، وزيادة معدل تكرار التبرع والزيارات (Frequency)، من خلال تحليل البيانات، ودراسة سلوك المتبرعين، وتحديد فرص التحسين، وتصميم وتنفيذ المبادرات التي تساهم في رفع معدلات العودة وتقليل نسب الفقد وتحسين تجربة المتبرع بشكل مستمر.

أشرف على أداء فريق التوعية والدعاية ميدانيًا لضمان الالتزام بالرسائل التوعوية ومعايير الجودة وسياسات الشركة، مع تقديم التوجيه والتدريب المستمر لتحقيق أفضل النتائج وتعزيز كفاءة الفريق. كما أتابع تنفيذ الخطط التشغيلية والتسويقية، وأعمل على معالجة التحديات التشغيلية بشكل استباقي لضمان استمرارية تحقيق الأهداف.

أمتلك سجلًا قويًا في تحقيق وتجاوز المستهدفات التشغيلية والتسويقية (Over Achievement)، من خلال الإدارة الفعالة للموارد والفرق، والقدرة على بناء علاقات طويلة الأمد مع المتبرعين والشركاء، وتحويل المبادرات التسويقية والتوعوية إلى نتائج ملموسة تدعم نمو المركز وزيادة أعداد المتبرعين ورفع مستويات الولاء والالتزام بالتبرع المتكرر.

كما أشارك في إعداد وتحليل التقارير الدورية، ومراجعة الأداء، واقتراح الخطط التصحيحية والتطويرية، بما يساهم في تحقيق النمو المستدام، وتعزيز مكانة المركز داخل المجتمع، ودعم رسالة الشركة العالمية في توفير مشتقات البلازما المنقذة للحياة للمرضى حول العالم.

• Act as one of the primary points of contact for donor relations, managing donor experience, CRM activities, appointment follow-up, donor retention,
and complaint resolution.
• Supported the launch and operational readiness of Zagazig Plasma Donation Center, helping establish donor relations operations, donor acquisition
flow, and the initial donor database from scratch.
• Coordinated field recruitment and awareness campaigns, leading and coaching 16 awareness representatives to atract and engage potential plasma
donors.
• Designed and implemented a structured appointment booking workflow using Microsoft Forms and Excel, improving scheduling control, donor follow
up, and appointment visibility.
• Managed CRM activities including appointment management, lead follow-up, donor retention, loyalty programs, complaint tracking, announcements,
reminders, SMS, WhatsApp, and phone communication.
• Handled approximately 280 donor interactions per day, supporting a monthly donor target of around 6, 000 donors and maintaining strong donor
journey communication.
• Conducted Donor Voice investigations, analyzed donor complaints, coordinated corrective actions, and prepared action plans/CAPA to improve donor
service and donor satisfaction.
• Followed up donor compensation issues, payment problems, and bank/payment reconciliation cases to ensure accurate and timely resolution.
• Prepared daily and monthly management reports using Microsoft Excel, including VLOOKUP, XLOOKUP, formulas, KPI tracking, payment
reconciliation, and performance analysis.
• Achieved 99.1% Donor Satisfaction, 85% Retention, 80% Recapture, and 2.95 Donation Frequency through proactive donor relationship management.
• Collaborated with Medical, Operations, Quality, Call Center, and management teams to improve donor journey efficiency, service quality, and
operational performance.

• Managed full branch operations, including sales performance, customer service, inventory, purchasing, expenses, pety cash, staff scheduling, and daily
operational follow-up.
• Led a team of 2 employees, ensuring smooth daily operations, task allocation, service quality, and customer satisfaction.
• Achieved average monthly sales of approximately EGP 600K through customer relationship building, improved service quality, and local market follow
up.
• Improved customer service standards and supported customer base growth through hands-on branch management, issue resolution, and operational
control.
• Monitored stock movement, purchasing needs, and fast-moving items to maintain product availability and reduce operational gaps.
• Coordinated direct supplier orders based on market demand and sales movement in collaboration with senior management.
• Controlled branch assets, expenses, pety cash, maintenance needs, and operational documentation.

• Promoted to Sales Supervisor to support the launch of a newly opened branch under a new brand identity, helping build customer trust, market
awareness, and branch operations from the ground up.
• Served as the first supervisor in the new branch, supporting early-stage sales operations, customer acquisition, team readiness, and service quality.
• Led daily sales operations across all product categories, supervising store staff, external promoters, and delivery coordination activities.
• Trained and coached sales staff on product knowledge, customer handling, selling techniques, service standards, and operational procedures.
• Managed sales performance, customer complaints, order follow-up, delivery coordination, and visual merchandising to improve customer experience
and sales conversion.
• Built customer relationships and supported the development of the branchs initial customer base in a market with limited awareness of the new
branch name.
• Achieved approximately 80% of sales target during the early launch phase, with average monthly sales of around EGP 700K.

• 1- Manage category section sales and achieve targets through exceptional professional sales and leading skills for the staff of external
promoters.
• 2- Maintain outstanding store condition and visual merchandising standards.
• 3- Ensure the customer receives promises through close follow up on customers requirements and requests with other stakeholders until the
service is properly delivered.
• 4- Play an active role in handling customer complaints in a calm and professional manner.
• 5- Monitor stock levels and manage the product replenishment in coordination with supply chain.
• 6- Manage the customer delivery process to ensure the customer orders are delivered on time.
• 7- Handle the invoicing process to adhere to B.TECH selling standards and to contribute to more efficient sales tracking and recording.
• 8- Cooperate with team members to achieve overall branch goals and enhance the customer experience to build long term customer relations.
• 9- Report on buying trends, customer needs, profits etc.

• Managed retail sales and customer service activities for MDA / Major Domestic Appliances, supporting branch sales targets, customer satisfaction, and
product advisory.
• Advised customers on product features, promotions, payment options, installment plans, delivery process, and after-sales follow-up to support
purchasing decisions.
• Selected for a six-month E-Commerce sales assignment due to strong sales performance, customer handling skills, and problem-solving ability.
• Processed online orders from the B.TECH website through Magento, validating order details and coordinating stock availability with warehouse teams.
• Followed up with customers by phone to confirm orders, close sales, manage delivery expectations, and reschedule delayed shipments when needed.
• Coordinated with warehouse, delivery, and internal teams to ensure timely order fulfillment and improve customer experience.
• Achieved 98% of E-Commerce sales target, generated approximately EGP 1M in sales during 2020, ranked #1 among the team, and handled around 35
orders per day.
• Trusted with cash handling, stock responsibilities, and customer issue resolution, receiving positive feedback from management.

• 1- Identify the customer requirements through applying selling procedures, offering different products and services and discussing different
promotions to meet customer needs.
• 2- Ensure the customer receives promises through close follow up on customers requirements and requests with other stakeholders until the
service is properly delivered.
• 3- Handle customer complains in a calm and professional manner.
• 4- Cooperate with team members to achieve overall branch goals and enhance the customer experience to build long term customer relations.
• 5- Collect payments (cash or visa) from customers on a daily basis.
• 6- Share the responsibility of stock accuracy and products safety, while reporting on issues and variances to contribute to more efficient stock
control and maintenance.
• 7- Provide in-depth product knowledge including features, benefits, and overall value.