Mohamed Elbiali

Mohamed Abd Elhamed Elbiali Villa 76, 5th Settlement, 1st Neighborhood, Area 2, Cairo, EGYPT  Mobile: --Professional Profile An unusually talented businessman with a sound understanding and an amazing track record of success in e-commerce that has been achieved within the short period of ten years since graduation. Strong professional managerial record in both Customer Service and Operations, with a preference for the latter. Very good communication skills and an ability to get people to perform at their best have led to one success after another. Natural business aptitude, sense of organization and a determined work ethic all promise a bright future in the field of managing e-commerce ventures. Education and Professional Certifications Master of Business Administration, Edinburgh University, UK Mar 2015 Bachelor of Science in Pharmacy, El Mansoura University, Egypt May 2008 Professional Certifications Project Management Professional (PMP), Project Management Institute (PMI), USA Six Sigma Green Belt (6σ), Lean Sigma Corporation, USA Certified Retail Manager (CRM), Houston University, USA February 2014 August 2016 July 2014 Core Competencies  Application of COPC & Six sigma Protocols and regulations.  Project Management/Change Management.  Product Sales Targets Planning/Execution.  Customer Needs Assessment & Fulfillment.  Experience in Recruiting, Streamlining & building new teams. Experience in Cost, Time & Quality management. Managing complex client relationships Managing different stakeholders’ expectations. Senior Executive Consultations/Collaborations. Customer Service & Retention Improvement Career History 2018 to date El Sawy Group For Real Estate Investments Head of Business Managed 6 Million direct-to-consumer E-commerce business for short term online rentals “www.Ezuru.com”. Responsible for creating business model, building product consumer base and initiating brand recognition. Drove business value to rise by more than 200% and total increase of initial revenues by 60% from expectations.  Create complete project plan with execution steps and milestones that conforms to the cost, time timeline and responsible for taking corrective actions to achieve required plan.  Create project financial plan with estimated projections and related financial factors including breaking even & effective operational financial performance with complete setup for inter and intra departments process flow.  Personally and officially represent the company to the business community during meetings or events and build a positive strong image for the company. Achievements  Managed strategic Business model creation and redesign to improve brand messaging, Improve UI/UX, and improve conversion. Resulted in 67% increase in Conversion, 38% increase in Revenues, and 75% Increase in customer satisfaction.  Increased Business revenues by 18% accumulative MOM, maintained a quarterly increase of 13% and expected YOY increase of 27%  Executively sponsored a Lean Sigma project moving all customer support in-house (formerly managed by a third party), saving 700K annually.  Led main negotiation with payment solutions providers, getting deals by correcting main financial cycle and negotiating payment plan which reduced 3rd party expenses by 55%.  Developed plan for new countries launch that includes market research, legal arrangements, business structure replication, business model customization, building new teams and financial plans.  Led the setup for the call center that included hardware & software setup, complete quality & customer satisfaction standards, creation of KPIs along with SLAs.  Established a risk management practice. Directed the creation and implementation of new risk plans that covers all threats.  Initiated and led development improvements and business platform development to support the enterprise, channel business and business alliances technologies to achieve significant profitability. Career History continued 2016 to- International Country Manager Joined as Head of Project Management and was promoted to Country Manager after only three months. Now manages the company, in particular its financial well-being, investments, portfolios and business ventures. Overseas a work force of 250 staff within nine departments, 004 International is one of the largest E-commerce builders & operators globally.  Lead in project management, assesses risk of each project and assigns resources as appropriate  Supervises new product launches  Reviews the viability of new proposals with respect to funding, available staff, deadlines and objectives  Facilitates communication between teams working in different countries  Establishes which KPIs will measure the success of each project  Determines overall strategy for the company, outlining its goals  Manages partnerships, negotiate and close new deals  Maintains relationships with clients and suppliers as well as representing the company at trade shows  Assumes full profit and loss accountability of affiliates and subsidiaries and sets budgets and goals  Directs senior staff with respect to productivity, hiring, discipline, incentives and career development  Mandates company standards with respect to quality, efficiency and organization Achievements  Launched many major E-commerce platforms including business development, project management, back-end development, digital marketing, customer service, stock and inventory control, shop management, controlling full operational cycle  Led seven major E-commerce projects from scratch to each commanding a revenue of 1.3 million dollars’ monthly  Turned around the company that was operating at a net loss of -47% to one that yields 18% in profits from revenue that is now diversified and promises overall resiliency  Applied creative analysis and market research to change a loss making start-up to one that is now a role model for this region  Made the business 'region-compatible' with an expected rate of return of 62%  Reorganized the nine departments within the company along new lines and reduced overheads by 40%  Best E-commerce solution provider in Seamless E-commerce conference, Gulf Region, 004Group in May 2017 Printed Inc., Cairo, EGYPT Founder and Managing Director 2014 to 2016 Founded, financed and now manages a fashion brand that uses the latest techniques in garment digital printing, allowing for leading edge technology to both design new patterns and emboss these onto garments.  Manages finances on a monthly, quarterly and yearly basis. Oversees company's investments  Implemented the technology for pattern making, dealt with the start-up logistics and ensures its correct use on a consultative basis  Fields queries from stakeholders and other investors  Led the induction of new staff to assist with the running of daily operations  Marketed the brand via internet sites, retailers and networking  Supervises the marketing budget, and decides how to best market the brands  Applies most cost effective methods to minimize production costs  Monitors quality of the products based upon customer feedback  Ensures compliance with health and safety regulations  Keeps abreast of technological improvements with regard to garment digital printing  Formulates company strategy and sets long term plans  Reviews all reports from sub-managers and resolves all major issues  Approves research into new products and introduces new improvements in procedure and in technology Achievements  Named as the brand with the best growth in 2015 by the largest internet retailer in Egypt (Souq.com, Currently owned by Amazon).  Named as the brand with the least complaints from Jumia (Second largest retailer in Egypt owned by Rocket internet)  Named as the product with the largest non-internet growth by four of the largest retailers  Selected as the favorite buy in a survey done in 2015 by Cairoscene, the leading youth magazine in Egypt 2008 to 2014 Convergys, Cairo, EGYPT Operations Manager Promoted after only four months from joining the firm from Senior Support Professional to Operations Manager in a firm specializing in Business Process Outsourcing (BPO), selling customer and information management products to large corporations.  Managed daily contact center operations, providing directives to a large team  Supervision of recruitment at all levels, training and leading a team active in BPO  Ensured that staffing was at a level to meet performance requirements  Headed planning, development and project management  Set performance goals and provide staff appropriate guidance and mentoring to achieve these goals  Used initiative and sense of entrepreneurship to find new openings in the market  Determined that all contractual commitments were honored, including KPIs, SLAs and regulations approved by clients  Mentoring and coaching of staff Achievements: Spearheaded and directed implementation of internal directives from our clients leading to the achievement of Account gross margin by 12% accumulative.  Expanded the business from 15 FTE to 230 FTE Plus sales mentors, Senior agents, full back office and planning team.  Improved the overall KPIs for the account 42% in Customer satisfaction, 27% in Quality, 14% in occupancy by introducing new techniques in each KPI that lead to a revolutionized call pattern different from the original pattern communicated to the client.  Improved the efficiency of Customer services by 22% through an innovative technique (Points comparative technique).  Reduced the amount of complaints to headquarters by a huge 86% by introducing a new technique of complaints priority service.  Improved retention for the customers by a 34% by changing the retention scheme and hierarchy of offering.  Achieved and surpassed sales targets by 60%, conversion and up selling by 39% by implementing effective techniques in criteria of selection and sales techniques.  Key Skills and Interests Languages: Fully fluent in Arabic and English Full Clear Driver’s License Computer Skills: Call Center Programs: (Avaya, SAP, VAD and Genesis) Microsoft Windows and Office suite (Excel, Power point) Project Management Tools: (Microsoft project, Jira) Sports: Long distance running, Movies, Football .