مرام موسى

Commercial Center Manager August 2011 - Present

- Monitor performance (in relevant areas) according to agreed standards and take necessary action to communicate/advise/assist according to performance levels
- Establish and implement necessary communication strategy for the improvement and awareness of quality issues across all departments.
- Report as necessary on changes in standards (internally and externally initiated) and on performance against standards.
- Contribute to the evaluation and development of operational strategy and performance in co-operation with the executive team
- Managing and upgrading the shopping centre facilities (renovation, extension, etc.);
- The administration of the shopping centre facilities: relations with the service providers (e.g. security, housekeeping, leasing, specialty leasing, Customer Service and Engineering), etc.
- Lettings management of the shopping centre: day-to-day relations with the shops in the centre (responding to enquiries, managing and resolving complaints, etc.);

 Report directly to the General Manager.
 Ensuring the overall customer satisfaction of the shopping center visitors (1, 500, 000+ monthly).
 Handling the operations of all the shops in the mall (500+).
 One of the opening staff operations team for the shopping center.
 Built the customer service department for City Stars from scratch.
 Managing a team of 25 employees working 16hrs a day, 7 days a week.
 Manager On Duty (MOD); act on the General Mangers behalf after his official working hours.
 Expanded the team and operations throughout the years to meet up with the shopping center expansion plans.
 Conduct internal trainings on ‘how to deal and treat the customer’ for all concerned departments; Customer Service, Security, Maintenance, House Keeping, Call Center & telephone operators.
 Conduct marketing research.
 Execute marketing projects and campaigns.
 Providing top management with monthly detailed and executive reports; Footfall analysis, complaints, customer satisfaction level, etc.

City Stars (Golden Pyramids Plaza) August 2004 - Present
Customer Relation Manager

- Report directly to the General Manager.
- Ensuring the overall customer satisfaction of the shopping center visitors (1, 500, 000+ monthly)
- Handling the operations of all the shops in the mall (500+)
- One of the opening staff operations team for the shopping center.
- Built the customer service department for City Stars from scratch.
- Managing a team of 25 employees working 16hrs a day, 7 days a week.
- Manager On Duty (MOD); act on the General Mangers behalf after his official working hours.
- Expanded the team and operations throughout the years to meet up with the shopping center expansion plans.
- Conduct internal trainings on 'how to deal and treat the customer' for all concerned departments; Customer Service, Security, Maintenance, House Keeping, Call Center & telephone operators.
- Conduct marketing research.
- Execute marketing projects and campaigns.
- Providing top management with monthly detailed and executive reports; Footfall analysis, complaints, customer satisfaction level, etc.

Accor Hotels January 2004 - August 2004
Regional Sales Manager for Corporate Key Accounts

- Reported to the Director of Sales
- Petroleum & Pharmaceutical sectors
- Selling and promoting all the facilities of the 22 hotels to the key account companies.
- Supervising no the sales team productivity
- Planning and Executing sales plans for sales team every quarter

57357 Hospital (National Cancer Institute) August 2003 till January 2004
Media Manager

- Reported directly to the VP.
- Communicate and support the fund raising committee.
- Prepare media elements for marketing campaigns.
- Coordinate facility tour visits to potential funders.
- Part of the organizing events team.

Insight for Research and Marketing Services March 1996 - July 2003
General Manager
(Deputy General Manager promoted to General Manager)

- Handling Customer Service; managing & developing teams in a high volume solving customer cases complaints by phone or face to face
- In charge of sales and operations departments
- Selling and promoting advertising and shopping pages in MEGA MART catalogue as well as other marketing services offered by the company such as direct mail and direct marketing.
- Following up accounts starting from product selection to be included in the catalogue.
- Guiding the designers by planning the final look of the catalogue.
- Supporting the marketing department in research projects.
- Executing promotional programs.
- Observing, orienting and assessing customer support team and enhancing relationships with suppliers and extending the product mix.

Sheraton Hotels (Montazah, Alexandria) August 1991 - August 1992
Banquet Account Executive

- Responsible for selling and promoting all the food and beverage in the hotel.
- Conferences and exhibitions, receptions and cinema festivals
- Coordinate the planning and execution of all meetings, banquets and catering events.
- Responsible for bookings, confirmations, billings, generating proposals and contracts.
- Maintains and communicates event information calendar.
- Interfaces with other departments to ensure proper set up for successful coordination of events.
- Communicates with customers before, during and after event.

Sheraton Hotels (Montazah, Alexandria) May 1990 - November 1990
Guest and Public Relations Officer

- Meets and greets arriving guests.
- Reviews the arrival list daily and assists in preparing and distributing welcome amenities.
- Attend promptly to guests' inquiries and assists them with their needs.
- Handling guest complaints.

International Business Association (IBA) March 1990 to August 1990
Sales Executive

- Responsible for selling advertising for Cairo Today magazine.
- Coordinating between the client and the art department.
- Selling courier services for Federal Express (FedEx) and following up accounts.