Tarek Mahmoud

Extreme Tech Tools ETT is a leading Auto tools supplier across the GCC countries and Middle East.
Based in Dubai, UAE, the company provides its customers with top rank garage equipment Including: hand, power and electric tools, as well as auto chemicals, air conditioning products, and body workshop tools and accessories. It also offers a full range of wheel balancer, tyre changer, and 3D wheel alignment system and to name but a few.
ETT is ready to equip workshops, offer professional training, guide clients with their next purchase and even help customer to decide which auto products are most suitable to their needs. The company ensures to present to its valuable customers a long-term after sale warranty.
ETT is the official distributor of:
- M&B Engineering Tyre Equipment& Tools
www.mbengineering.com.
- VAMAG TECNICHE DI COLLAUDO
www.vamag.com.
- Protools GARAGE EQUIPMENT
www.garageprotools.com.

Namshi, a Rocket Internet venture, is a premier online destination for footwear and fashion offering an expanding selection of the most desirable brands. Pioneers in the Middle East’s e-commerce space.

•Act as front line point of contact with the Namshi customer and assume responsibility for ensuring all customer calls are handled in a timely, accurate manner and reflect the superior levels of customer service that define the Namshi customer experience.
•Respond to incoming calls from Namshi customers, resolving all queries and concerns in a professional and timely manner.
•Proactively follow up on all customer issues and follow up with call backs.
•Applying L.E.A.R.N standards to all customer queries
•Understand, meet and exceed departmental targets in terms of SL and first resolution call.
•Maintain awareness of process and KPI’s and an understanding of performance evaluation relating to calls and KPI calculations.
•Understand and adhere strictly to Namshi’s call standards and guidelines when handling customer calls.
•Constantly review Service Level performance and provide feedback to top management.
•Interact with other Customer Experience team members on a daily basis, sharing information and knowledge on customers’ feedback and concerns.
•Monitor call queues and handle accordingly during peak times.

A leading Buy Now, Pay Later (BNPL) company providing fair and seamless solutions that simplify how people pay;
• Identify customer service requirement and inform of all available services.
• Administer all customer orders, provide appropriate consultation to customer for various products and services and place order accordingly.
• Manage all customer issues and resolve all complaints effectively.
• Manage all customer inquiries through phone calls and emails and ensure appropriate assistance in compliance with company policies and procedures.
• Develop and maintain professional relationship with colleagues to provide exceptional customer care services.
• Work with Merchants online to ease any problems faced for customer.
• Identify customer requirement for product and services and provide consultation to select appropriate product.
• Assist customer to select optimal and cost effective method for his or her requirement.
• Associate customer interaction and ensure follow up on all pending issues.
• Assist customer service employee and provide backup support.
• Develop and maintain effective relationship with customers.
• Attentive for customer calls, identify problems for products and services and ensure optimal solution for same.
• Maintain knowledge on order status and inform customer on same.

- Develop and execute the Dental Center business strategies in order to attain the goals of the board and shareholders


- Provide strategic advice to the CEO, to have accurate view of the market and the Center future


- Prepare and implement comprehensive business plans to facilitate achievement by planning cost-effective operations and market development activities


- Ensure company policies and legal guidelines are communicated all the way from the top down in the company and that they are followed at all times


- Communicate and maintain trust relationships with shareholders, business partners and Dubaj Authorities


- Oversee the financial performance, investments and other business ventures


- Delegate responsibilities and Manage the work of executives providing guidance and motivation to drive maximum performance


- Review all submitted reports managers to reward performance, prevent issues and resolve problems


- Act as the public speaker and public relations of the company in ways that strengthen its profile


- Analyze problematic situations and occurrences and provide solutions to ensure entity survival and growth

-Foster strong relationship with clients to determine requirements for the projects assigned from Majid Al Futtaim "Al Zahia and Tilal Al Ghaf" & Johnson Controls International
-Ensure seamless execution of client programs conforming to organizational standards
-Liaise with client key contacts on everyday operational issues
-Keep abreast of all program changes, planned marketing / communication / CRM activities
-Ensure utmost quality of client deliverable, reports, change requests and proposals amongst others
-Acted as a primary point of contact for error resolution and originating actions to improve existing processes
-Responsible for delivering presentations and call center results to the top management
Accountable for managing Call Center agents through effective use of resources
Consistently meet customer service targets & SLAs as well as planning areas of improvement or development
-Made sure calls and emails are answered by Call Center staff within the agreed time lines appropriately
-Successfully set-up internal plans/methodology/processes/targets among others
-Judiciously prepared procedure manuals and training material. Managed Call Center processes and updated all materials associated
-Meticulously monitor random calls to improve quality, minimize errors and track operative performance
-Handle escalated client complaints or inquiries. Forecast and analyze call center data
-Manage an array of activities that include recruitment and training of call center staff in addition to coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
-Review performance of staff, identify training needs and planned training sessions

As CRM and Loyalty Manager;
-Evaluated and selected in collaboration with IT, the right CRM technology and the data modeling partner that will support the group-wide CRM platform
-Collaboratively worked with the marketing teams to guide consumer behavior and engagement. Developed segmented communication strategies to maximize annual spend, retention and loyalty
-Developed and maintained an automated template for sharing campaign results
-Responsible for managing organization’s CRM by getting the maximum benefit out of market opportunities through planning and applying CRM strategies across the company to build high customers’ retention & loyalty
-Supported Group-wide loyalty program by coordinating with vendors and consultancies to design the program and implement required technologies
Played a pivotal role in the Project Management team involved in interacting with clients on a weekly basis with the system provider to track progress and aid in execution
-Actively participated with the team in a variety of projects that include explorations of system or process improvements, new retention categories and joint projects with Customer Service - Vodafone Redemption Project and Mazaya Closed Loop Redemption
-Conducted customer surveys monthly among 50 retail chain
-Accountable for developing and managing special projects (Soft Opening for new Shops, Launch for Vodafone One Redemptions, exclusives & Premium)
As Marketing Manager;
-Develop and execute the business’ strategy and plans in order to attain the goals of the MD, Board and shareholders
-Contribute to marketing effectiveness by identifying short-term and long-range issues that must be addressed; provide information and recommend options, courses of action and implement directives
-Manage the social media presence and all campaigns (to include Website, Facebook, Instagram)
-Coordinating marketing campaigns with sales activities -Planning and implementing promotional campaigns
-Manage and improve lead generation campaigns, measuring results
-Overall responsibility for brand management and corporate identity
-Preparing online and print marketing materials
-Utilize CRM information to identify and build the client base
-Identify new business development channels and audience to increase pipeline. Develop and implement high touch customer relations programs, newsletters, marketing campaigns and research to create a strong client database

-Training, Managing and directing the daily activities of call center agents
-Supervising, planning, and managing functions concerned to Call Center environment
-Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents
-Attending, following up and resolving customer complaints and questions
-Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary