Hesham Amer

• During The Journey from Property consultant, Sr Property Consultant, Team Leader all the way to Sales manager Position.
• Achieved a remarkable sales volume of EGP 230,323,846.57 in real estate, demonstrating exceptional capabilities as a real estate sales agent, team leader, and manager.
• This accomplishment reflects my commitment to driving results through effective leadership, strategic planning, and a deep understanding of market dynamics.
• Real Estate Sales Manager with all requirements from Sales Target achieving, Sales Techniques, developer's relation, Team support, Closing deals etc.
• Led a team of Sr. Property Consultants And Property Advisors In a very fast based field.
• Responsible to achieve a team Volume of sales target, Improve team Skills and knowledge, Support and follow up with client and on going cases And most important to build new leaders to exceed expectations for real estate market in Egypt.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Increased sales revenue by developing and implementing effective sales strategies.

Managed a team of 10 to resolve warehouse fulfillment issues as FBA Ops Investigation Team Lead.

• Oversaw SLA tracking, AHT monitoring, attendance, and leave management.
• Handled escalations, coaching, and team development by coordinating training with other departments.
• Collaborated with cross-functional teams in AE and SA to implement best practices and improve local operations.
• Led successful migration from Souq Egypt to Amazon Egypt and supported its launch.
• Attended senior leadership meetings to discuss business improvement opportunities and customer experience strategies.
• Enhanced operational efficiency, motivating team and fostering positive work environment.
• Ensured compliance with company regulations, monitored KPI targets, and directed staff in fast-paced environment.
• Increased overall productivity and customer satisfaction through process improvements.

• Promoted to seller partner support Team Admin.
• Validation of High number of Compensations and concessions and adding them accordingly to the eligible account more than 2000/day.
  • Creating Daily and weekly reports for all handled cases and concessions "More than 10 reports".
  • Assigned to Worked on escalations sent from higher management and other departments " more than 20 cases daily"
  • Investigating with other parties “Courier companies, Fulfillment Center, ISS, Service care center, QA, etc.
  • Handling high profile social media escalations as side tasks "20+ cases/day".

• As Amazon Seller partner support "Level 3".
  • Handled seller's inquiries and complaints via different channels such as Phone, Email and ticking.
  • Supporting Market place Sellers and handling all contacts.
  • Maintaining high quality customer service and achieving KPIs.
  • Making sure all contacts are handled within the company's SLA.
  • High customer security level verification.
• Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.

*Managed inbound calls and emails in English and Arabic, ensuring top service quality.*Chosen for the Email Team based on performance, supporting customer inquiries from Feb 2018 to Feb 2020.*Served as a Trainer for the White Friday Peak event in 2018, boosting team effectiveness.

-Participated in the Amazon UAE SUNRISE initiative, gaining significant experience.

Responsibilities:

• Addressed customer inquiries within communication targets.
• Maintained up-to-date product knowledge through research.
• Resolved complaints with empathy, ensuring customer satisfaction.
• Fostered strong customer relationships by effectively addressing needs.

• Picked Due to performance and Product knowledge to be a part amazon training team for White Friday PEAK 2018.
  • Training 3 batches of 50 trainees each for the customer service role.
  • Delivering all product Knowledge to trainees to make sure the team have all info. needed for the role.
  • Demonstrating role plays to assure the knowledge for all trainees are well covered.
  • Preparing and managing nesting phase for each batch.
  • Making sure that trainee will be shadowing with experienced associate and assign each 2 trainees to a specific high experienced associate after coordinating with the team managers.
  • Monitor trainees’ performance in nesting phase.
  • Coaching and conducting one on one meeting to boost and highlight the strength point and improvement of weakness points for each trainee.
  • Achieving and making sure that 75%> of customer satisfaction rate is achieved within the 1st week of shadowing and nesting.

• *Worked as a Retail Indoor Sales Representative from 1st Jan 2014 to 31st Dec 2014 for Star Group in Ismailia.
• Provided sales and customer service in a mobile phone company.
• *Promoted to Store Manager at SPEED NET COMPANY for computer systems in Ismailia.
• *Managed sales of laptops, PCs, hardware, printers, scanners, tablets, accessories, and mobile accessories.
• *Led the store's operations, ensuring customer satisfaction and sales efficiency.
• Resolved complex customer inquiries, disputes, and complaints.
• *Shared product knowledge to assist customers with purchasing decisions.
• *Generated repeat business through exceptional customer service and professionalism.
• *Oversaw accurate stock-taking and inventory control.
• *Managed sales records, reconciled cash, performed bank deposits, and handled store opening/closing duties.

• Worked as sales and customer service in a mobile phone company “Star group”.
• Applied effective upselling techniques to increase per-sale revenues.
• Worked with team members to deliver effective customer service strategies.
• Helped teams with assignments and deliverables.
• Guided teams in product merchandising and inventory management.
• Maintained and built positive client relationships.
• Customized customer experiences to build brand loyalty.
• Opened new merchandise boxes and stocked sales floor racks and shelves with latest items.
• Provided helpful, attentive sales support to generate positive customer feedback.
• Showcased product features and benefits to drive sales.
• Processed cash and card payments during busy shopping periods to minimize customer waiting times.
• Processed more than 50 outbound calls per Day plus follow ups.
• Handled internal emails and operation required information and documents.