Samir Youssef

Mohamed Samir Youssef 6 Taqseem Elnasr, Hadayek Helwan, Cairo, Egypt SUMMARY Highly organized operations professional with over 8 years of experience in administration, customer service, and team leadership. Skilled in optimizing workflows, building strong client relationships, and improving sales processes. Known for proactively developing business solutions to boost efficiency and revenue, such as creating tools that streamline operations and enhance customer experience. Strong interpersonal skills with a proven ability to lead teams, drive performance, and deliver results. EXPERIENCE My PEVO, Dispatch Supervisor Sep 2024 - Jul 2025  Oversaw daily operations of dispatchers and lead dispatchers, ensuring high service quality and operational efficiency.  Developed internal training materials and customer care guidelines to improve team communication and client satisfaction.  Independently designed and implemented a custom web application (non-coding background) that: o Enabled real-time pilot car location tracking, reducing load coverage time and increasing dispatch productivity. o Introduced a load planning and quoting feature for clients, allowing proactive sales calls and improving deal closure rates.  Conducted performance reviews, monitored team KPIs, and ensured adherence to operational standards. My PEVO, Lead Dispatcher/Account Manager Oct 2023 - Sep 2024  Managed trucking company accounts: received orders, planned loads, and ensured timely communication and follow-ups.  Strengthened relationships with new and regular clients, turning one-time customers into regular accounts.  Assigned loads to dispatchers and monitored operations to increase order fulfillment and client satisfaction. My PEVO, Dispatcher Mar 2023 - Oct 2023  Scheduled and dispatched pilot car escorts and vehicles based on customer needs and schedules.  Managed work orders, crew communication, and logistics to ensure smooth operations.  Created invoices, tracked payments, and ensured billing accuracy. Amazon Australia, Customer Service Associate Oct 2022 - Mar 2023 Solve customers’ problems first time so customers have an effortless experience every time. Building on Amazon’s global mission of being Earth most customer-centric company Using the work tools properly to support customers as well as my team members. Passion English Training, Operations & Customer care manager Nov 2017 - Oct 2022 Operations role Digitizing the educational system. Implementing an LMS system (Moodle) Training staff in areas of customer service and company policies, procedures, and best practices. Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback. Strategizing and monitoring the daily activities of customer service operations. Managing cashier coverage and customer flow to ensure proficient customer service. Monitoring and authenticating returns, exchanges, and voids. Investigating and solving customer service complaints. Mohamed Samir Youssef - page 1 of 3 Assisting with the development and implementation of service policies and explaining these to staff and customers. Collecting data and preparing reports on customer complaints and inquiries. Preparing monthly reports summarizing the assigned customer service teams’ performance. Utilize information technology to record sales figures for data analysis. Sales role - Passion Assessment (SAAS) Generating new leads. Approaching leads and filtrate them into groups Arrange and hold meetings to present our SAAS product. Finalizing the deal and signing the contract. Train our clients on how to use the software. Vodafone UK, International account advisor May 2017 - Oct 2017 Facilitate and provide a Vodafone global customer service standard Own and manage the client relationship: resolving calls efficiently and effectively. Ensure service level agreements are met and maintained. Work as part of a team to ensure offering world-class Customer Service at all times. Be proactive in regard to the improvement of processes and procedures. Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service. Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service. Mentor and support new employees. Use the job tools (telephone and computer) effectively. SYE, English Instructor May 2014 - May 2017 Working on improving the four students' skills: listening, speaking, reading and writing with the base of large vocabulary and good grammar. Training the students for presentation skills, soft skills and effective public speaking. Create an English environment for practicing the language. Planning, preparing and delivering lessons to a range of classes. Preparing and setting tests, examination papers and exercises. Marking and providing appropriate feedback on oral and written work. Devising, writing and producing new materials, including audio and visual resources. Basic administration: keeping student registers and attendance records. Multi-choice Limousine, Accountant Feb 2009 - Nov 2012 Preparing balance sheets and budgets Writing the contracts for the customers Follow up with the customers Giving quality service to the customers EDUCATION Ain-Shams University Bachelor • Commerce Accounting department American University in Cairo Mini MBA • 2016 - 2016 Human Resources Management, Accounting and Finance, Time Management& Team building, Marketing, Selling and Marketing process, International Selling and Tactical sales plans, Sales Management Controls and Sales Force Recruitment and Training Coursera • Jan 2023 - Jan 2023 Project Management Foundations https://www.coursera.org/account/accomplishments/verify/NHL3HHQDGC6Z Coursera • Feb 2023 - Feb 2023 Project Initiation: Starting a Successful Project https://www.coursera.org/account/accomplishments/verify/DRSHZTFGNNVS Mohamed Samir Youssef - page 2 of 3 Arizona State University TESOL • Jan 2014 - Jan 2014 Youth Academy Entrepreneurship • 2013 - 2013 Work Force Passport scholarship at Berlitz SKILLS Excellent Knowledge of MS Office (Power Point – Word – Windows –Excel) • Project management skills and knowledge of methodologies • Time management skills and the ability to prioritize effectively and delegate when appropriate • Auditing and monitoring outputs and data analysis • ERP software tools such as Odoo, SAP, and other software tools such as Zoho (ERP), Moodle (LMS) • Excellent planning and organizational skills • Arabic • English Mohamed Samir Youssef - page 3 of 3