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Mohamed Ghaly El Gazzar _V3
- 1. 1 MOHAMED GHALY EL GAZAR Mobile: +971 555 600166; Email:mg22371@gmail.com CUSTOMER SERVICE EXCELLENCE |RETAIL STORE OPERATIONS | TRAINING & SERVICE QUALITY Seeking senior level assignments in Customer Service, Brand Management or Retail Operations With a dynamic growth-oriented organization of repute. Professional Synopsis A result-proven, growth oriented professional with 8+ years of experience in Customer Service, Training &Service quality, and Key account management. Expert in overseeing the functioning of retail operations, brand management and keen on maximizing customer satisfaction through smooth and profitable operations. Solid interpersonal and communications skills in building key alliances retaining internal & external customers, having dealt with a diversity of guests and individuals. Skills Client Relationship Management Effective communication skills Team Management Persuasiveness and influences skills EDUCATIONAL QUALIFICATIONS Jan 2015 Master of Business Administration (Chifley Business School AU.) Aug 1997 Bachelor of Commerce in Accounting (Benha University Faculty of commerce EGY.) PROFESSIONAL EXPERIENCE 01-Feb 2013 Present Paris group international L.L.C Dubai, UAE Training& Customer Service Manager Job Responsibilities Training: Overall responsible for the employee training program of PARIS GROUP. Leading by example, training, developing and coaching on product knowledge, selling skills, visual merchandising and delivering the highest standard of customer experience.
- 2. 2 Visiting various showrooms, preparing reports on showrooms situation, appearance, displays & brands, advising showroom managers, supervisors, and monitoring sales staff performance and updating to the higher management. Ensuring that the materials used for training are upgraded as per the new rules and regulations of the company. Conducting the tests for evaluating the skills of the employees Liaising with external HR firms and outsources training programs to them. Supervise the training staff and ensure that they are following the planned schedule. Report the results of the training program to the management of the company. Ensure the products are displayed in the stores, meeting the highest level of quality and safety standards . Customer Service Management: Setting best practices in Customer Services and Retail operations for higher customer retention. Managing Key accounts and achieving customer service excellence by promoting strong customer relationships and high retail standards. Ensuring customer needs are met and complaints/queries are resolved in a timely manner. Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Accomplishes information systems and organization mission by completing related results as needed. 21- Jan - 2009 to 31 Jan 2013 Paris group international L.L.C Dubai, UAE Showroom/ Mall Manager Job Responsibilities Over all responsible for number of stores, developing and maintaining high standard of merchandising, placement, store branding, and proper display techniques in order to create inviting impression for customers. Promote strong customer service and high retail standards. Ensured that all sales & customer acquisition targets are met by the sales team. Preparing schedule to ensure full coverage of the shop floor and maintain grooming standards of the staff. Managing shop operations such as inventory control, maintenance, responding to customer's complaints or inquiries etc. Ensure accurate knowledge of Brand performance, best sellers & stock level to generate ideas & action plans to increase overall sales. Ensure team deliver the best service to customers.
- 3. 3 01-May - 2008 to 20- Jan - 2009 Leader LLC / A member of Juma Al Majid Group Dubai, UAE Commercial executive Job Responsibilities Initiate contact with new business leads to sell a range of products and services Manage all aspects of the sales process form initial contact to sales ( close ) Ensure sales are recorded and monitored in line with agreed processes Ensure products purchased are delivered in a timely way Manage ongoing relationships with commercial partners once recruited and provide good customer service Represent the planning portal at major exhibitions in order to sell services to exhibiting companies Work in conjunction with the commercial team to identify new market segments and define leads Recommend changes in tactics , approach or new products based on market data 14- Aug - 2007 to 13- April - 2008 UAE Enterprises Dubai, UAE Sales Engineer Job Responsibilities Works deals assigned to the sales team supported, prioritizing effort based on maximizing total impact on team productivity and profit, or as directed by the sales manager Proactively scopes the technical solution required to address customer requirements, assesses customers met and unmet needs, and recommends solutions that optimize value for both the customer and the firm. Secures input from all necessary solution stakeholders within the customer firm. Adapts solutions, as necessary, to ensure appropriate support. Coordinates closely with internal sales, sales support, and service resources to align solution design with customers business requirements. Secures from customer technical staff commitments needed to ensure a deals technical close. Meets assigned targets for profitable sales growth in assigned product lines, market areas, channel, or teams supported. Provides coaching and professional development to team member sales associates in order to enhance their product knowledge, technical acumen, and technical sales skills 01-May - 2006 to 20- Jul. - 2007 Intercontinental Hotels Group & Radisson Sas Hotels Groups Dubai, UAE Visa Officer & PRO Job Responsibilities Provide administrative support to the Visa Office. Undertake the duties of a Sub-Collector of Public Money. Assess applications for migration and/or temporary entry to UAE accordance with UAE immigration law and policy. Effectively manage own and teams caseloads under time pressures and within resource constraints Deal with a range of clients and stakeholders, including other DIAC Dubai offices, and respond to enquiries. Provide accurate, timely and appropriate advice. Prepare correspondence to clients and stakeholders. Undertake case-related investigation, including site visits. Prepare clear and logical reports of such. Assist A-based officers and colleagues, including with ad hoc interpreting. Meet all Departmental standards as advised by the management of the section. This includes, but is not limited to the Code of Conduct, Client Service Standards and record-keeping requirements. Other duties and any and all reasonable directions as outlined by A-based officers.
- 4. 4 15- Oct. - 1999 to 28- Feb. -2006 Own Business, Cairo - Egypt 01-Jan. - 1998 to 31- Jul. - 1999 Pharco for Medicine, Cairo - Egypt KEY ACHIEVMENT: Initiate contact with new business leads to sell a range of products and services Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors. Adjusts content of sales presentations by studying the type of sales outlet or trade factor. Focuses sales efforts by studying existing and potential volume of dealers. Submits orders by referring to price lists and product literature. Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses. Monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc. Recommends changes in products, service, and policy by evaluating results and competitive developments. Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management. TRAINING & CERTIFICATION: Nov, 2013 Diploma - Customer Care (Department of Economic Development) Mar, 2008 Diploma improving your sales skills May, 2006 Development training - Be my guest program(Intercontinental Hotel Group) Oct, 2006 Diploma Delivering the Promise Program (Radisson Blu) PERSONAL DATA Date of birth: 12 th May 1975 Sex: Male Nationality: Egyptian Marital status: Married Address: 1507 Al Falasy Tower- Cornish mina road- Sharja Military Status: Exempted Driving License UAE Light Vehicle Reference: Available upon your request