Hassan Magdi Hassan
DUBAI LAND-sky court,UAE
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Hard-working Team Leader with 5 years of experience different environments. Analyses KPIs and implements service enhancements. Engaging and motivational leader, skilled at training and coaching high-performing employees. People-orientated Team Leader successful in delivering revenue and strategic initiatives. Aligns workplace culture with organization mission and values. Looking for new role where hard work and dedication will be highly valued. Dedicated Team Leader promoting quality assurance, issue resolution and interpersonal communication skills. Bilingual and proficient at troubleshooting and supervising talented teams. Seeking similar position in retail management. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Call Centre Representative
ETISALAT UAE
CAIRO, EGYPT
02.2014 - 02.2015
- Facilitated strategic decision-making by producing accurate, comprehensive end-of-shift reports.
- Maintained call center efficiencies, ensuring clear, effective communication with all departments.
- Enabled efficient follow-up by accurately recording customer requirements and details in.
- Recommended technology to improve call flow, reducing customer waiting times.
- Optimized customer experience by tailoring responses to individual needs.
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Continually updated customer databases, ensuring compliance with GDPR regulations.
- Achieved daily performance targets, aiding department progression towards sales goals.
Supervisor Leader
Americana (pizza-hut)
Al Ain City, Abu Dhabi
03.2015 - 06.2017
- Developed diligent staff training and mentorship programmes, incentivising accomplished new starters to contribute to positive team results.
- Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently.
- Managed daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery.
- Successfully led high-volume teams to achieve KPI targets and other department metrics.
- Managed staff rotas, planning workloads effectively and strategically.
- Held daily meetings to ensure consistent communication and team motivation towards productivity goals.
- Achieved order processing and delivery time targets through smooth warehouse operations.
- Maintained spotless and tidy working areas to create risk-free and productive environments.
- Offered instruction, coaching and motivation for enhanced team morale.
- Managed store opening and closing, taking key holder responsibilities seriously to uphold robust security.
Team Leader
Fetcher (shipping company)
Cairo, Egypt
08.2017 - 07.2019
- Fostered positive employee relationships through communication, training and coaching.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Undertook regular performance reviews to identify areas for improvement.
- Promoted professionalism and effective communication among staff to develop productive relationships.
- Maintained up-to-date data, records and receipts for audits and reconciliation.
- Mentored and equipped employees with product knowledge to improve service delivery and sales.
Operations Executive
Aldyaa channel partner (Etisalat UAE)
Cairo, Egypt
09.2019 - 10.2021
- Generated accurate end-of-month timesheet reports, rectifying discrepancies within Time frame to maintain efficiency.
- Developed timelines and critical paths for operational responsibilities related to events such ensuring clear financial and operational milestones were highlighted.
- Responded to customer tickets swiftly ensuring redistribution of goods was arranged in accordance with standards.
- Effectively managed budgets for operational elements including management of tenders, quotes, purchase orders and invoice payments.
- Coordinated resource approvals including recruitment requests, contract renewals to maintain smooth operations.
- Supported team members by sharing tools, templates, trackers and databases for effective team collaboration and knowledge sharing, offering additional training as required.
- Reduced costs and improved operations by analysing processes and customer feedback.
Chat Support Executive
SEERA GROUP (Aviation Booking)
Cairo, Egypt
08.2021 - 06.2022
- Maintained accurate knowledge of current services to provide informative customer advice.
- Maximised revenue opportunities by proactively identifying ways to add value for customers.
- Trained junior agents on customer service excellence, boosting customer satisfaction rates.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Utilised diplomatic communication to suit customer needs, enhance understanding and built positive rapport.
- Managed multiple live chat sessions simultaneously with professionalism and attention to detail.
- Responded to customer enquiries via company live chat system.
- Logged chat details and customer information in secure systems, improving data collection measures.
- Acted as first point of contact for customer issues and queries.
Team Leader
ETISALAT
Dubai, UAE
10.2022 - Current
- Fostered positive employee relationships through communication, training and coaching.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Undertook regular performance reviews to identify areas for improvement.
- Trained and empowered staff to resolve complaints appropriately to maintain customer satisfaction.
- Drove team to consistently exceed critical Key Performance Indicator (KPI) targets.
Education
Bachelor of Arts - MASS MEDIA
FACULTY OF ART
CAIRO 01.2010 - 01.2014
Skills
- Cost-effective budget control
- Employee retention strategies
- Team development strategies
- Process improvement
- Team supervision
- Customer relationship management
- Employee coaching and mentorship
- High performance reward schemes
- Employee performance reviews
- Table layout
- Sales transaction management
Languages
Arabic
Native
English
Fluent
AMADEUS CERTIFICATION
Issued by Amadeus. Earners of this certification have demonstrated the technical ability to perform travel industry transactions using Amadeus Selling Platform Connect
Timeline
Team Leader
ETISALAT
10.2022 - Current
Chat Support Executive
SEERA GROUP (Aviation Booking)
08.2021 - 06.2022
Operations Executive
Aldyaa channel partner (Etisalat UAE)
09.2019 - 10.2021
Team Leader
Fetcher (shipping company)
08.2017 - 07.2019
Supervisor Leader
Americana (pizza-hut)
03.2015 - 06.2017
Call Centre Representative
ETISALAT UAE
02.2014 - 02.2015
Bachelor of Arts - MASS MEDIA
FACULTY OF ART
01.2010 - 01.2014
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