Hady Mamdouh
Dubai
Summary
Customer-focused professional with a strong background in service solutions, sales techniques, and product knowledge. Skilled in conflict resolution, communication, and problem-solving to drive customer satisfaction and loyalty. Currently working in Dubai as an On-Spot Retention Specialist at DU, managing direct customer interactions and ensuring positive outcomes. Recognized for reliability, adaptability, and a proactive approach in achieving customer and organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
On-Spot Retention Specialist
DU, Sutherland
10.2024 - Current
- Managing approximately 30 to 40 customer interactions both in-store and through back-office operations, ensuring optimal client satisfaction and retention.
- Handled escalated customer complaints professionally, de-escalating situations.
- Negotiated contract renewals, securing continued business and satisfied clients.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
Co-Host and Relations Manager
Beit Theresa
02.2023 - 04.2024
- Managed the entire rental place from start to finish, including - responding to inquiries, booking reservations, and coordinating check-in/check-out
- Monitored and responded to guest reviews, increasing the rate from 9.6 to 9.9 On Booking and Airbnb and resulting in winning the Airbnb Top Host Award for 2023
- Worked with a team of two that is responsible for cleaning services and food preparation
- Tracked rental income and expenses via Google Sheets
Part Time Retail Sales Specialist
Fourth Element - Katana Wave
02.2023 - 04.2024
- Delivered personalized shopping experiences, boosting customer satisfaction.
- Handled customer inquiries and resolved complaints, maintaining a high level of customer service.
- Coordinated promotions, contributing to a rise in monthly sales by selling high-ticket kites.
- Conducted cold calls to prospective clients in South Sinai.
Subject Expert Matter & Delegate Team Leader
Octopus Outsourcing
04.2022 - 02.2023
- Acted as a delegate team manager, efficiently handling requests and providing coaching and guidance to teams.
- Supported nesting teams by enhancing their performance and knowledge
- Identified areas for improvement by monitoring agents and sending emails with guidance and knowledge of key points to enhance team efficiency and effectiveness.
- Collaborated with management to implement process improvements, ensuring smoother on-boarding for new joiners for higher team productivity.
Customer Service Representative
Octopus Outsourcing
12.2021 - 04.2022
- Handled up up to 3 live customer inquiries, concerns, and complaints received through the Talabat App and Website, providing assistance ensure customer satisfaction
- Coordinated with restaurants and delivery drivers to ensure timely order pickup and delivery, providing real-time status updates.
- Selected among top 6 achievers to help launch Talabat’s new dine-in queue service and VIP queue service, contributing to its success.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Small Business Owner & Manager
FLOG SUPPLY CO.
03.2016 - 12.2021
- Managed end-to-end operations, including design, marketing, product testing, order fulfillment, and customer service, ensuring smooth business performance.
- Leveraged Instagram and Facebook to promote products, engage audiences, and cultivate a loyal customer community.
- Researched and identified high-demand products using market analysis, cultural insight, and testing, leading to consistent 5–6 figure annual revenue for two consecutive years.
- Managed, trained, and supervised a 3-person team to handle daily operations, improving efficiency and scalability.
Small Business Owner & Manager
BLACK MARKET EGYPT
02.2020 - 02.2021
- Strategically organized and executed targeted advertising campaigns on Facebook and Instagram.
- Achieved a six-figure sales revenue within the second month of operation.
- Established and maintained a website on Shopify after three months of operations
- Managed daily operations for a successful small business, ensuring a quick service time for customers.
Part-time Trip Organizer
Go Trips
01.2018 - 12.2020
- Helped Organize trips to Cairo and Fayoum and other cities.
- Managed all aspects of trip organization, including communicating with customers to ensure arrival at meetup locations on time.
- Handled collection of payments from customers and provided detailed instructions for the day's activities.
Waiter
Pizza Queen Chain Restaurants
06.2014 - 09.2014
- Managed the demands of up to 10 tables simultaneously, effectively prioritizing orders and ensuring timely service during peak hours daily.
Education
Bachelor's Degree - Hotel Management Studies
Higher Institute of Tourism And Hotels Management, EGOTH
Alexandria, Egypt.01.2017
Skills
- Ability to Work in a Team
- Hospitality
- Operations
- Google Sheets
- Digital Marketing
- E-Commerce
- Google Ads
- Canva (Software)
- Photoshop
- Customer Service
- Social Media Marketing
- Microsoft Excel
- Sales
Languages
English
German
Arabic
Certification
- Meta Social Media Marketing Professional Certificate, Coursera - Jan 2024 — Mar 2024
- Google Digital Marketing and E-Commerce Professional Certificate, Coursera - Mar 2024 — May 2024
- Inbound Marketing, Hubspot - May 2024 — May 2024
- Data Analysis Challenger, Udacity - Jan 2023 — Feb 2024
- Google Data Analytics (4 Courses), Coursera - Feb 2023 — May 2024
Timeline
On-Spot Retention Specialist
DU, Sutherland
10.2024 - Current
Co-Host and Relations Manager
Beit Theresa
02.2023 - 04.2024
Part Time Retail Sales Specialist
Fourth Element - Katana Wave
02.2023 - 04.2024
Subject Expert Matter & Delegate Team Leader
Octopus Outsourcing
04.2022 - 02.2023
Customer Service Representative
Octopus Outsourcing
12.2021 - 04.2022
Small Business Owner & Manager
BLACK MARKET EGYPT
02.2020 - 02.2021
Part-time Trip Organizer
Go Trips
01.2018 - 12.2020
Small Business Owner & Manager
FLOG SUPPLY CO.
03.2016 - 12.2021
Waiter
Pizza Queen Chain Restaurants
06.2014 - 09.2014
Bachelor's Degree - Hotel Management Studies
Higher Institute of Tourism And Hotels Management, EGOTH
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