About Mahmoud Hamdy Hassan
Experience professional with over 12 years of experience looking for a new challenge with an organization where I can make use of my quality education and put my extensive experience to beneficial use. My leadership qualities can help any well reputed organization in managing the work and achievement of the mutual goals effectively.
Faculty of Technology and Development, Zagazig University, Egypt
B.Sc. in commerce 2001-2005 Faculty of Technology and Development, Zagazig University, Egypt
2020 - Present
logical technology solutions
Work closely with the team, motivating and coaching them. Hosting 1-2-1’s and team meetings. Reporting to the Project Manager, Contact center Manager. Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs. Ensure training and development plans are maintained for all team members. Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved. Support the Project Manager to highlight operational risks and areas for improvement. Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team. Work with the management team to identify and deliver positive change and business efficiencies. Deliver the allocated part of the operation within agreed budgets, service levels and business targets. Escalate any appropriate problems to senior management. Support the Senior Manager to highlight operational risks and areas for improvement. Submit daily/weekly/monthly call statistics reports. Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures. Monitor and control team performance toward all provided KPIs and observes SLAs of all departments and response times. Respond and resolve complaints or issues.
2019 - 2021
Handling individual and team performance expectations and goals. Leading and developing a team of 20-25 associates; responsible for the overall performance management, coordination and evaluation of the team. Maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels. Actively participate in and drive the continuous improvement culture through lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality. Analyzing systemic issues and implementing solutions to challenging problems
2007 - 2012
KUWAIT FOOD COMPANY (AMERICANA), AUH
Maximize sales and measure sales performance daily by reference to class sales reports from year prior on same day. Preparation of the monthly business action plan, daily sales forecasting and carry out the implementation of every opportunity to achieve the highest success rate of store’s financial targets. Utilize labor management tools, including effective scheduling, to maximize productivity, profitability and margins. Review and analysis P&L statement to determine the best ways of how to generate profit by increasing the revenue and reducing cost in monthly, quarterly and yearly basis. Communicated and implemented the organization operational guidelines, standards and policies to the support team. Provide exceptional customer service and ensure the employees also provide the same level of service to ensure customers satisfactions. Coordinate and monitor the operation of the store during scheduled shifts to maintain lofty standards of quality control, hygiene, and safety. Resolve problems that affect the store\'s service, efficiency, and productivity. Handled all queries and customers feedback in a professional manner and resolve customer issues and complaints on operational matters. Managing delivers from suppliers, stock level system and the stock inventory. Develop and implement employee performance, evaluations, annual appraisal and improvement plans. Effectively manage employee turnover, provide a positive working environment and handle employee issues appropriately and in a timely manner. Communicate, execute, and manage marketing programs. Designed and coordinated in developing proper training programs for the employees of the organization for enhancing their efficiency. Module’s trainer (conducted training sessions and workshops to improve the workforce and productivity of the firm).