Mostapha M. Howaidy

Mostapha M. Howaidy 153, Road 31, European Countryside, Sheikh Zayed, Egypt / (- / - A highly motivated and focused individual who loves a new challenge and enjoys working with talented and productive teams and organizations. Personal Info NATIONALITY Egyptian MARITAL STATUS Single DATE OF BIRTH 27/07/1977 DRIVING LICENSE Available CAR Available KEY SKILLS Management, Negotiation, Customer Service, Sales Skills, Target Acquisition, Problem-solving, Training, Market Breach, Building & Managing Call Centers, Report Generation Analysis. KEY STRENGTH LINGUISTIC SKILLS Arabic: Native Language English: Fluent French: Fair COMPUTER SKILLS Professional User in Windows (2000-XP-Vista) Networks, Oracle Applications, Microsoft Office (Excel, PowerPoint, Word), Internet Applications and Research. PRACTICAL SKILLS Management, Negotiation, Customer Service, Sales skills, Target Acquisition, Problem-solving, Training, Building & Managing Call Centers, Report Generation Analysis. AWARDS MOBILE SHOP “Best Department Award” 2008 STARFONE COMMUNICATIONS “Employee Of The Year” 2007 MCP Microsoft Certified Professional 2001 AUC MUN Model United Nation 1996 LWMA “Dean’s List” 1995 “Best Foreign Student Award” 1995 “Outstanding Performance Award” 1994 CAREER HIGHLIGHTS Tayar Technologies Head of Operations – Middle East 2016 – Present Determine annual unit and gross-profit plans by implementing marketing strategies; analyzing trends and results. Establish sales objectives by forecasting and developing annual sales quotas for regions and territories; projecting expected sales volume and profit for existing and new products. Implement national sales programs by developing field sales action plans. Maintain sales volume, product mix, and selling price by keeping current with supply and demand, changing trends, economic indicators, and competitors. Establish and adjust selling prices by monitoring costs, competition, and supply and demand. Complete national sales operational requirements by scheduling and assigning employees; following up on work results. Maintain national sales staff by recruiting, selecting, orienting, and training employees. Maintain national sales staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results. Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. Contribute to team effort by accomplishing related results as needed. Accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. Delivery Hero – Talabat.com Operations Manager - Egypt 2015 – 2016 Recruit, hire, and train employees for all departments. Manage the Contact Center. Manage internal departments (Live Chat, Call Center, Complaint Team, and Backoffice) Create and analyze reports on the number of inbound and outbound customer-related calls. Manage and follow up the Complaints Department and make sure that all complaints are resolved and customers are satisfied. Communicate with and manage vendors in GCC. Conduct weekly and monthly meetings internally and externally to assure that our corporate objectives are achieved. Develop and implement policies and procedures related to Customer Service and Customer Relations. BEE FOR SMART PAYMENT SOLUTIONS Customer Care & Training Manager 2011 – 2015 Recruit, hire, and train employees in the Customer Care Department. Manage the Contact Center. Set training programs for employees in the entire organization from sales, marketing, IT…etc. Create and analyze reports on the number of inbound and outbound customer-related calls. Manage and follow up the Complaints Department and make sure that all complaints are resolved and customers are satisfied. Manage and Implement a communication module with our partners (Mobinil – LinkDotNet) that facilitate the operation of the SST (Self Service Terminals) project. Conduct weekly and monthly meetings internally and externally to assure that our corporate objectives are achieved. Assist Department Managers in creating an appraisal mechanism for their departments in accordance to the nature of each department. Supervise and maintain a good relationship with our competitors and the public by managing fairs, events, and charity activities. Member of the Ethics & Honor Committee. Develop and implement policies and procedures related to Customer Service and Customer Relations. Support the sales department in communication with strategic clients. MOBILE SHOP Contact Center Manager / Customer Service Manager 2007 – 2010 Build Contact Center (Equipment, recruitment, etc.…). Implement management marketing strategies. Develop a Telesales department. Develop CRM and IVR projects. Receive and handle customer complaints. Develop and manage a home delivery project. Manage the contact center’s daily activities. Generate and analyze weekly reports on all activity to GM. Hold internal meetings for contact center employees and a weekly meeting with all other department managers and the General Manager to discuss interdepartmental matters. MOBILE SHOP Vodafone Project Manager 2005 – 2007 Responsible for all communications between Mobile Shop and Vodafone (strategic partnership). Activate and implement all Vodafone services at Mobile Shop stores (bill payment, Vodafone Cash, Extranet, etc…). Set sales targets and communicate them with sales managers. Improve sales performance through marketing plans (Advertisements, new offers, bundles…etc). Generate and analyze sales reports weekly to GM. STARFONE COMMUNICATIONS Tele Sales Supervisor 2003 – 2005 Develop an effective tele sales team. Recruit and train tele sales agents. Assist in development of an Oracle framework. Implement management plans. Manage the agents. Set schedules and vacations…etc. Achieve sales targets communicated through top management. STARFONE COMMUNICATIONS Call Center Agent 2001 – 2003 AL SHOROUK BOOKSTORE Sales Representative 1999 – 2001 EDUCATION MAJOR IN MARKETING Arab Academy For Science and Technology in Cairo 2002 MICROSOFT CERTIFIED PROFESSIONAL MCP – Windows 2000 Networks Certificate 2000 - 2001 AMERICAN HIGH SCHOOL DIPLOMA Lyman Ward Military Academy in USA High School Class of 1995 References MOBILE SHOP Mr. Mohamed Hassan General Manager - BEE FOR SMART PAYMENT SOLUTIONS Mr. Muzaffar Kamilov Managing Director - 6ayar Technologies Mr. Mohamed Sultan CEO -