Mohamed Elshamy

Assessed the business needs of \[E-commerce\] clients and determined the required resources and strategies necessary to satisfy customers.
•Provided detailed assessment of business systems and procedures, identified weaknesses, and suggested ways to improve operations to optimize growth and revenues.
•Responsible for reviewing technical procedures and adjusting where needed.
•Increased market reach by implementing strategies to improve workflow and provided more training as needed.
•Defined target market and customer demographics and used information to develop operational business mandates and policies.
•Used resource management to create stafing solutions for cost-eficient \[E commerce & marketplace\] companies.

Responsible for documenting participant details of conference calls and recording all speakers for future reference as needed.
·Works with multiple technology applications and features to resolve Seller contacts.
·Contacted dormant account holders to attempt to persuade customers to re engage in order to increase the company's revenue.
·Communicated efectively with clients to achieve positive outcomes of \[E commerce\] projects.
·Supported senior directors by establishing sales forecasts based on detailed analytics and integrated feedback from sales representatives.
·Daily meetings held to assist the sellers via phone, email, online presentations, screen-sharing, and direct in-person communication.
·Assisted clients in deploying efective advertising to increase their business opportunities.
·Increased client base by collaborating with customers to identify needs and deliver solutions to issues that were within clients' budgets and schedules.

Respond professionally to complaints from the Telecommunications Regulatory Authority (TRA).
·Responded to daily questions and requests and logged true deadlines for on going complaints.
·Assisted management to make decisions based on customer and performance data reports and recommended corrective actions and improvement strategies.
·Assisted senior management by solving complex issues and completing projects on time and under budget.
·Operating a multi-line phone system to answer calls daily and directed callers to the appropriate department.
·Provided ofice support by performing information searches, retrieving references, and drafting memos as directed.
·Handled all clients', vendors', and public guests' requests professionally.
·Used phone and email to contact customers regarding confirmation of deliveries and provided answers to their complaints. Aided the administration and other professional staf in troubleshooting and correcting computer and software issues, and provided training as required.

Produced communication strategies to meet client's KPIs.
·Responsible for executing plans for the (Back ofice) tasks.
·Provided leadership for the company's key projects and achieved the team monthly target.
·Kept up to date on changing escalation matrix with technological advances, shared benefits of new technologies with other staf, and designed and provided support for the implementation of the proactive resolution of issues.
·Processed an average of customer complaints on daily transactions.
·Acted as team leader for the back-ofice team for escalation with the objective of promoting close cooperation to share information and develop satisfactory solutions to successfully deliver various services.
·Responsible for performing various administrative tasks and quickly and efectively resolving a wide variety of customer service issues.

Provided excellent customer service by following the company entities' commitment to company standards.
·Responded with insight into customers' needs and expectations and improved customer satisfaction ratings for the company.
·Responsible for preparing, completing, and processing all forms with regard to all customer account information, ensuring all information was accurate and recorded, and making changes to the database as necessary.
·Assisted in the speedy completion of transactions between customer complaints and other related departments .