Mohamed Hazem Mashaly
Dubai
Summary
Responsible Customer Solutions Specialist providing exceptional service by anticipating and preventing issues and following up with customers. Smart candidate with experience analyzing reports and data and keeping records of customer interactions.
Overview
8
8
years of professional experience
Work History
Escalation Specialist
Al Tayer Insignia
03.2024 - Current
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
- Streamlined the escalation process by developing clear communication guidelines for team members and stakeholders.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
Senior Customer Service Representative
Al Tayer Insignia
10.2023 - 03.2024
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Streamlined customer service processes for increased efficiency and improved response times.
- Mentored junior team members, contributing to their professional development and overall team success.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Reduced call wait times by implementing effective time management techniques within the team.
Senior Account Manager
OLX (dubizzle)
05.2020 - 09.2023
- Mentored junior account management professionals to develop skills and increase company revenue.
- Provided extensive support in sales, technical and business areas to key accounts.
- Worked with customers to develop strategic business and account plans.
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
- Closed business deals with partner businesses to increase company profits 15%
Sales Team Leader
Amer Group
08.2019 - 01.2020
- Recruit, train, and onboard new real estate agents.
- Provide leadership and guidance to sales team.
- Set clear sales targets and goals for team.
- Monitor and evaluate performance of team members.
- Motivate and inspire team to achieve sales targets.
- Develop and implement effective sales strategies to achieve sales and revenue goals.
- Analyze market trends and competition to identify opportunities and threats.
- Define and refine team's sales processes and methodologies.
- Assist team members in closing complex or high-value real estate transactions.
- Offer guidance on pricing, negotiations, and marketing strategies.
- Help resolve any issues or challenges that team members encounter.
- Facilitated ongoing training to keep sales team successfully closing deals and revenue over $500K per month
Sales Supervisor
OPPO
01.2017 - 01.2019
- Started on first month by selling 250 devices, ensuring gradual monthly increase reaching total of 850 devices per month across span of 2 years
- Analyzing reports and customer surveys
- Preparing budgets and forecasts for coming year or quarter
- Determining prices of goods sold
- Assigning territory coverage among reps
- Conducting market research to identify selling possibilities and evaluate customer needs
- Actively seeking out new sales opportunities through cold calling, networking and social media
- Setting up meetings with potential clients and listening to their wishes and concerns
- Negotiating sales contracts and designing packages
- Supervise achieving sales targets among team members.
Direct Sales Representative
OSN
01.2016 - 11.2016
- Meeting achievement of 30 to 35 contract per month which represent more than 110% from target
- Converting potential leads into sales
- Meeting or exceeding sales goals
- Negotiating all contracts with prospective clients
- Preparing weekly and monthly reports
- Giving sales presentations to range of prospective clients
- Understanding and promoting company programs.
- Forecasted sales and established processes to achieve sales objectives and related metrics
Education
Bachelor's degree - Business Administration and Management
Alexandria University - Alexandria
Egypt06.2015
Skills
- De-Escalation Techniques
- Complaint Handling
- Assertiveness
- Spreadsheet tracking
- Complaint Investigation
- Database Maintenance
- Collections Management
Accomplishments
- Recruited and developed 100+ new sales professionals.
- Increased sales 100% by developing new marketing initiatives.
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Escalation Specialist
Al Tayer Insignia
03.2024 - Current
Senior Customer Service Representative
Al Tayer Insignia
10.2023 - 03.2024
Senior Account Manager
OLX (dubizzle)
05.2020 - 09.2023
Sales Team Leader
Amer Group
08.2019 - 01.2020
Sales Supervisor
OPPO
01.2017 - 01.2019
Direct Sales Representative
OSN
01.2016 - 11.2016
Bachelor's degree - Business Administration and Management
Alexandria University - Alexandria
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