Team Leader | Operations Manager
Octopus Outsourcing
Total years of experience :14 years, 9 Months
Team Leader - Talabat
Operational Account Manager - TGM
Account Type: Talabat (F&B) | TGM (Luxury Fashion and Apparel Online Store)
Account Services: Call Center, Back Office and Live Channels (Chats).
Account Departments: Customer Care, Logistics, Sales and COD Confirmation.
Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper
procedures, correcting errors or problems.
Advanced productivity KPIs to achieve key business goals and objectives.
Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
Coordinate activities with other supervisory personnel or with other work units or departments.
Develop work schedules according to budgets and workloads.
Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
Develop or update procedures, policies, or standards.
Systems: Zendesk | Freshdesk | Freshchat
Customer care and technical support for an offshore English account.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Check to ensure that appropriate changes were made to resolve customers' problems.
Solicit sales of new or additional services or products.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Review insurance policy terms to determine whether a particular loss is covered by insurance.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Systems: Halo | CRM
Furniture, housewares and accessories department stores.
Implemented new ways in driving sales and KPIs (Sales /sqft, Conversion rate, ATV, UPT and inventory turnover) to achieve key business
goals and objectives.
Monitoring and controlling P&L to maximize the annual profit of the showrooms.
Prepared annual budgets with controls to prevent overages.
Enhancing showrooms display and products to match customers’ requirements.
Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and
compliance.
Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and
grow.
Identified and resolved unauthorized, unsafe or ineffective practices.
Identified procedure or process changes required to improve performance and productivity.
Reviewed operations reports to enhance numbers and trends.
Plan, develop, or implement warehouse safety and security programs and activities for showrooms.
Toys R Us - US toys brand department store.
Provided prompt, courteous service to every individual entering showroom.
Prepare and manage departmental budgets.
Kept showroom expenses appropriate and reasonable to drive operational efficiency.
Set goals for showroom employees and provided support and motivation to help each achieve true potential.
Drove employee engagement and guest experience through coaching, training and development.
Liaised with marketing team to identify and develop sales and promotional events.
Recruited and developed employees for sales department.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Controlled resources and assets for department activities to comply with industry standards and government regulations.
Systems: Oracle
Interiors - Luxury furniture and accessories showroom.
Provided prompt, courteous service to every individual entering showroom.
Managed senior-level personnel working in marketing and sales capacities.
Kept showroom expenses appropriate and reasonable to drive operational efficiency.
Set goals for showroom employees and provided support and motivation to help each achieve true potential.
Drove employee engagement and guest experience through coaching, training and development.
Liaised with marketing team to identify and develop sales and promotional events.
Assisted in recruited and developed employees for sales and customer service departments.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Controlled resources and assets for department activities to comply with industry standards and government regulations.
Systems: SAP
Home Centre - Furniture, housewares and accessories department store.
Provided prompt, courteous service to every individual entering showroom.
Prepare and manage departmental budgets.
Kept showroom expenses appropriate and reasonable to drive operational efficiency.
Set goals for showroom employees and provided support and motivation to help each achieve true potential.
Drove employee engagement and guest experience through coaching, training and development.
Liaised with marketing team to identify and develop sales and promotional events.
Assisted in recruited and developed employees for sales and customer service departments.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Controlled resources and assets for department activities to comply with industry standards and government regulations.
Systems: Oracle
Crate&Barrel - US furniture, housewares and accessories department store.
Greet customers and ascertain what each customer wants or needs.
Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash
drawers, and making deposits.
Help customers try on or fit merchandise.
Compute sales prices, total purchases and receive and process cash or credit payment.
Determined key details for showroom light fixtures, flooring and accessories.
Prepare sketches, floor plans, or models of proposed displays.
Systems: POS | Oracle
Real estate agency.
Evaluate mortgage options to help clients obtain financing at the best prevailing rates and terms.
Generate lists of properties that are compatible with buyers' needs and financial resources.
Interview clients to determine what kinds of properties they are seeking.
Prepare documents such as representation contracts, purchase agreements, closing statements, deeds and leases.
Compare a property with similar properties that have recently sold to determine its competitive market price.
Contact property owners and advertise services to solicit property sales listings.
University of Alexandria, Faculty of Commerce, Accounting Department