Mohamed S Youssef

 Mohamed Salah Youssef Khalil (- Single 21st of Jan 1984 Email-Cairo, Egypt Objective Revenue generation. Return of Investment Checks. Making financial portfolio. Managing profit. Building relationship and customer service. Strategic planning. Training and coaching management. Marketing and sales developing staff Business Development New Projects Activation & Launching Practical Experience BPO Manager-I call Outsourcing (Business Development Department) 1 Year “2 Projects” Jan 2017 – till present Contacting business owners in the states in order to help them reach their business needs just like (Voice Process “Sales & Customer service” - Non voice Process “Chat & E-mail Services”). Activating the project by making sure that the Client’s requirements are met successfully. Monitoring Project numbers for Sales & KPIs. Monitoring Quality Reports. Leading managers & Team Leaders in order to sustain the business. Giving required trainings of Sales, Customer Satisfaction, and Business Improvement. Checking the return of investment on a monthly basis & reporting it to the Head of Off sure Department. Communicating with the Client regarding any changes or issues or more needs & reporting back to the head of the department for the approvals. Customer analysis and research, Product Analysis & research, Full Business analysis & reporting back to the Head of The Department among with The CEO or a board member. 1. Prime Auto Care “ Car Warranties USA & Canada “ 2. Elk Deals “ Online Auctions Application Egypt “ QNB Doha Qatar (Acting as Team Leader) 1year Sept 2015 – July 2016 Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers. Provides statistical and performance feedback and coaching on a regular basis to each team member. Writes and administers performance reviews for skill improvement. Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. Ensures employees have appropriate training and other resources to perform their jobs. Responds to and resolves employee relations issues expressed by team members. Creates and maintains a high‐quality work environment so team members are motivated to perform at their highest level. Addresses disciplinary and/or performance problems according to company policy. Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required. Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs. Works as a member/leader of special or ongoing projects that are important to area/process improvement. HSBC-Middle East “Qatar-Bahrain-Oman-Lebanon-UAE” Internet Banking Department (Customer Service Executive) 2 years Sept 2013 – Sept 2015 Certified from HSBC for passing the Banking Training and Quality. Handling customer’s complaints and enquiries regarding their internet banking accounts and offering more products depending on customers’ needs. Reporting to line manager regarding my KPI’s just like adherence, compliance, sales and quality. Flexibility of covering different shifts and attending trainings based on business requirements. Also a member of the fun committee “Business Development Team Best Place TO Work HSBC”, helping with best place to work events. Courses been taken at in HSBC, Anti money laundry, Compliance, Customer due diligence, Global standards, It’s a digital world, Safety. CHS Business travel agency (Travel Coordinator) 2 years Oct 2011 – July 2013 Organizing hotel reservations for businesses and tradeshows. Reporting to relationship managers in order to achieve more customer satisfaction. E-Rankings Online Marketing (Sales Executive) 2 Years Dec 2009 – August 2011 Collecting and validating leads for businesses located at in USA and Canada. Contacting customers directly in order to offer products & services (Google ad words and sponsored links, SEM & SEO). Quoting prices and closing deals after identifying customers’ needs Vodafone UK Smart Village (Customer Service Executive) 1 year July 2008 – Oct 2009 Handling billing and first line technical support issues Handling customers’ complaints and offering more products depending on their needs and satisfaction. Delegate team manager and Co-trainer for sales and communication skills, enhancing awareness about engaging with customers and understanding their needs. Reporting to direct manager regarding the team KPI’s and performance. (Amico Tech Corp) 3 years Feb 2005 – Jan 2008 Project: Verizon Super pages “Internet Yellow Pages”. Opening and closing leads for businesses that welling to advertise online. Promoted to a team manager, motivating the team to achieve their targets, reporting to sales director and Branch Manager regarding adherence, quality, number of sales and amounts that been made on a monthly basis. Education Faculty of Agriculture – Ain Shams University Department of Economics and Management Graduated 2011 High School Institute: T.L.S General Certificate of Secondary Education-(Science Section) (80%) - Advanced levels in English Core Skills Computer skills: Microsoft Office: Word, Excel, PowerPoint, Outlook, Lono, Vector, Crystal… ETC. Languages: Arabic (mother tongue). English (fluent reading, speaking, translating). French (Initiative) Communication: Can communicate with people with different cultures, languages and back grounds. Adaptability team work: A great team player and can work under pressure. Creative thinking. Good analytical and logical approach. Excellent mathematical skills. Thorough knowledge about finance and banking. Certified by HSBC-Middle East and QNB-Doha Qatar Good command of using spatial intelligence and solving problems. Decision Making. Time Management. Self-motivation. Leadership. Online Marketing: Social Media, Platforms, SEM & SEO, Google Adwords. Interests Reading, Listening to Music, Swimming, Walking, Driving, References Available on Request