Hossam Al Refaay

Profile Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with Hossam Al-Refaay clients to determine requirements and provide excellent service. Experienced and effective Business Development Manager bringing forth valuable industry experience and a passion for management. OV E RS EAS MA NAG E R Employment History Details Cairo Egypt Links Director of operations Empire Coop, Remote (California) S E PT E M B E R 2 0 2 3 — P R ES E NT • Improved team morale and motivation through positive reinforcement and team building activities, resulting in improved team performance • Improved team morale and motivation through positive reinforcement and team-building activities Linkedin • Established clear communication channels and provided timely feedback to Skills • Mentored and trained Team-leads and managers to develop their skills and career paths Leadership Skills Fast Learner Communication Skills Numeracy skills Managers • Ensured team members had the resources, tools, and training needed for success Exporting manager, Royal Gate INC., Cairo F E B R UA RY 2 0 2 0 — S E PT E M B E R 2 0 2 3 Customer Relationship • Achieved sales goals consistently over a period of X months, resulting in a promotion to sales manager Management • Created reports and documents as requested by the office manager Ability to Multitask • Manager customer loan portfolios, ensuring timely payments and tracking loan performance Ability to Work in a Team Languages English • Managed team budget and resources to ensure that team had access to necessary equipment Operation Manager, Vodafone UK, Smart Village KA N U A RY 2 0 1 9 — F E B R UA RY 2 0 2 0 Arabic • Developed and implemented a % KPI monitoring system that improved project performance by X% French • Resolved customer complaints and disputes in a timely manner, resulting in a Russian X% decrease in customer dissatisfaction • Created a budgeting system that improved Financialforecasting accuracy by X% • Developed and trained a team of X employees that increased productivity by X% Hobbies Traveling Meeting new people Public Speaking • Developed and implemented a quality assurance system that improved product reliability by X% • Developed and implemented a risk management system that reduced the frequency and severity of incidents by X% Making music Customer service Team lead, Vodafone UK, Smart Village Working out and exercising MAY 2 0 1 7 — KA N U A RY 2 0 1 9 • Trained customer service team members on product knowledge and customer service best practices • Trained and mentored new customer service team members to ensure a high level of customer service • Trained a team of customer service representatives on the latest customer service best practices, resulting in a X% decrease in customer escalations • Created customer service training materials that improved the quality of customer service provided by team members by X% Customer Service Trainer & quality coach,Vodafone UK, Smart Village D EC E M B E R 2 0 1 ' — MAY 2 0 1 7 • Developed a customer service training program that improved customer service representativesz ability to handle customer inquiries • Developed and maintained quality assurance processes that improved product quality and customer satisfaction by X% • Drafted customer service policies and procedures that standardi6ed customer service operations and improved customer experience • Developed a comprehensive quality assurance program that ensured all deliverable the highest standards of quality Floor support Agent, Vodafone UK, Smart Village K U N E 2 0 1 ' — D EC E M B E R 2 0 1 ' • Documented customer support processes and procedures, resulting in a X% reduction in customer support errors • Provided training and product support to customers, resulting in a X% reduction in customer support inquiries • Created and maintained a remote desktop support system, resulting in a X% reduction in time spent on remote support activities Customer service Agent, Vodafone UK, Smart Village D EC E M B E R 2 0 1 5 — K U N E 2 0 1 ' • Resolved customer complaints quickly and effectively, resulting in a X% reduction in customer attrition rate • Demonstrated empathy and understanding when dealing with difficult customers, resulting in a X% decrease in complaints • Conducted thorough investigations and gathered necessary data to provide accurate solutions to customer issues • Exceeded customer satisfaction targets by responding to inquiries within X minutes and resolving complex customer issues in a timely manner Digital Marketing and PR, M4U, Cairo KA N U A RY 2 0 1 5 — D EC E M B E R 2 0 1 5 • Developed a website and utili6ed digital marketing tactics to increase online visibility and brand recognition • Developed creative designs for print and digital marketing campaigns that increased brand awareness by X% • Developed creative concepts and designs for a variety of projects, including websites, print collateral, and digital marketing campaigns • Developed a creative digital marketing strategy that increased brand recognition by X% and website traffic by X% Education Bachelor's, Helwan University, Cairo S E PT E M B E R 2 0 1 4 — J U N E 2 0 1 9 Double Major in Foreign Trade and Business Administration. MBA Certificate (Master of Business Administration August 22nd 2023) IIBA (Certificate of business analysis August 7th 2022)