Mohamed Mahgoub

Call Center Manager at Mountain View

• Egypt - Cairo
• My current job since January 2015

• Manage and monitor the use of community facilities, ensuring that they are available, maintained and operated to the standard required.
• Prepare schedules for the periodic checking of all community facilities and recommend preventive and corrective maintenance action.
• Following up every issue and detail to ensure the complete satisfaction.
• Offer ideas and insights to improve customer’s issues.
• Building a strong bond between the customer and company and reputation for excellent service and generate repeat business.
• Guide and lead team members to deliver products/services that meet or exceed the customer requirements.
• Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
• Schedule and conduct status meetings with appropriate development resources and customers.
• Contribute and monitor performance to the standards to be issued to all Service Providers and feedback on quality performance issues.
• Enforcement of community rules and where necessary serving and processing of violation orders and fines.
• Manages interfaces with colleagues within the FM to ensure quality and performance standards are being delivered by the service providers.
• Prepares and submits regular reports as required on the Community operation plan
•Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems

Client Relation Manager at Mountain View

• Egypt - Cairo
• January 2014 to January 2015

• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
• Train the candidates for the different departments (Financial and commercial)
• Train workers in proper operational procedures and functions and explain company policies

Learning and Development Team leader at Vodafone - Egypt

• Egypt - Cairo
• January 2014 to January 2015

• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
• Train the candidates for the different departments (financial and commercial)
• Train workers in proper operational procedures and functions and explain company policies

MIS senior Analyst at Vodafone - Egypt

• Egypt - Cairo
• March 2013 to January 2014

• Resource management to meet service levels and back log of each division in the customer operation.
• Forecasting the intra-day.
• Analyse the unexpected events and report it to the management team
• Constant monitoring on the queues of the whole department, on the Meridian Max to achieve the service level.
•Complete analysis of the traffic patterns over the queue.
•Manage intra-day exceptions on off board activities on request (such as presentations, customers extensively and provide superior customer service with proven ability to accurately assess customer needs and recommend appropriate products / service to Vodafone Egypt Customers. unscheduled team meeting, prepaid data entry....) By forecasting the number agents to be off board so that it would not affect the service level.

Customer Service Senior Representative at Vodafone - Egypt

• Egypt - Cairo
• January 2012 to January 2013

Promptly answer telephone calls to reflect professional corporate image of the Company by Interacting with Provide Vodafone Egypt customers with all required information related to the company products and services

Follow up all customers related issues and provide timely feedback to Vodafone Egypt Premium Customers.
Adhere to Customer Operations Department policies and procedures.
Create a smooth communication channel with different departments to resolve customer problems and requests when needed.

Customer Care Representative (CCR) at Vodafone

• Egypt - Cairo
• January 2010 to January 2012