Mohamed Ossama

Overseeing day-to-day operations of a family entertainment center and café, ensuring smooth performance, profitability, and top-tier guest experience.

* Manage operations, staffing, training, and customer service while ensuring safety and hygiene compliance.
* Handle P&L, budgets, cost control, and stock management to meet revenue targets.
* Set and monitor KPIs; prepare weekly/monthly performance reports.
* Coordinate with marketing on in-store promotions, events, and seasonal campaigns.
* Oversee café operations, quality standards, and F&B cost efficiency.
* Develop SOPs, staff training, and compliance with UAE regulations.
* Support business growth through group bookings and corporate partnerships.
* Improved customer satisfaction and repeat visits through staff training and service upgrades.
* Enhanced operational efficiency and reduced costs via tighter stock and vendor control.
* Increased event revenue through creative themed party concepts.

• Responded to customer requests with friendly, knowledgeable service and support.
• Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
• Obtained feedback from customers to improve service experience.
• Completed documentation and logs each day, generating detailed weekly reports.
• Led and supported customer support staff to achieve objectives.
• Managed workflow to continuously exceed quality service goals.
• Trained staff on operating procedures and company services.
• Liaised between customers and internal departments to address and resolve customer service concerns.
• Answered 50+ telephone calls per day with professionalism.
• Used Salesforce customer relationship management software to record detailed notes.

• Handled phone, email and social media inquiries with consistent
customer service across multiple channels.
• Managed over 50 customer cases per day with their queries and
problems
• Entered details of customer interactions into Salesforce with 95%
accuracy.
• Achieved 98% customer satisfaction score consistently over year
• Resolved 90% of customer complaints within first call, improving first
call resolution rates
• Reduced average call handling time by 15% without compromising on
service quality
• Managed customer complaints and resolved disputes in timely manner,
which improved customer satisfaction by 30% in just 2 months
• Fully proficient in using CRM, Billing and Streaming interfaces
to deliver customer service excellence on STARZON platform.

• Improved customer service experiences to facilitate organic growth and loyalty.
• Delivered feedback constructively to enhance staff performance.
• Maintained excellent health and safety standards for continued compliance.

•Addressed complex Customer complaints transferred by team, skillfully
solving in efficient and effective manner to maintain Customer satisfaction.
•Ensured Positive Customer experience was maintained by monitoring through introduction and Customer care calls.
•Exceeded agreed upon Phone Warranty sales targets and outcomes by
20% on regular basis.
•Expedited Resolution of Customer problems and complaints to maximize
satisfaction. Scored 95% in Customer satisfaction survey.
•Maintained 97% satisfaction rating over 24-month period as Customer
care representative.
•Increased Client retention by 59% by implementing efficient grievance
Resolution process and Customer feedback system.
•Managed 500+ Customer accounts without any complaints in 5 years
and with 100% Customer rating in online reviews.
•Increased Customer base by 25% and improved Customer response time
by 11%, directly impacting sales in 2023.

•Provided customers with knowledgeable and timely responses to
questions and concerns.
•Used targeted questioning techniques to determine customer needs
and appropriate support.
•Handled inbound telephone calls from interested customers.
•Trained new hires and led team of 3 telemarketers.
•Achieved daily performance targets, aiding department progression
towards sales goals.
•Handled high call volumes with accuracy and efficiency for optimum
productivity.
•Made 50+ outbound calls to businesses and individuals daily

• Handled incoming calls for staff, answering questions, directing calls and documenting messages.
• Supported staff with administrative needs for photocopying, faxing and filing.
• Arranged filing systems for easy use and retrieval by personnel.
• Examined, scanned and input documents in software system.
• Wrote professional letters, emails and memoranda for business communication.
• Kept adequate office supplies on hand to support staff and business requirements.
• Classified physical and digital documentation with correct codes.
• Sorted and organised different types of information by document type, personnel or location.