Service Manager

• Mar 2023 - Present

-Monitor relationships with existing customers to ensure customer satisfaction and retention -Develop and deliver CS strategies across the Service Delivery value chain to encourage customer retention and customer loyalty -Manage customer relationships, offering ideas and insights to the customer to improve use of Helium products and resolve any issues and challenges -Engage customer and manage complaints accordingly; follow up on every issue and ensure complete satisfaction and maximum utilization of the Helium Product deployed to customers -Monitor and maximize customer lifetime value strategies ensuring maximum profitability -Introduce new Helium Products and Features towards expanding the account portfolio -Manage the database of Helium customer ensuring it is effectively segmented for targeted marketing activities. -Continually promote the Helium brand/services to ensure that Helium is top-of-mind for customers. -Directly monitor day to day activities and manage work routines for the team -Manage team effectively in which all team members work together to achieve client’s satisfaction. -Maintain a deep knowledge of product and capabilities to coach team towards finding correct root cause and effective plan to reduce reoccurrence. -Measure the effectiveness of improvement and provide management visibility to such improvement. -Conduct training on using the Helium Products. -Execute Customer Service strategies as directed to encourage customer retention and customer loyalty -Take a proactive approach by monitoring systems to identify customers who may be at risk of becoming less than completely satisfied - Conduct loss analysis on individual accounts to identify root cause, trends and emerging issue and recommend business solutions in collaboration with other teams to minimize exposures Show less

Project Manager

• Mar 2021 - Feb 2023

Leading the development of educational content & Tutoring Responsible for launching the new company department for tutoring Leading different Content Development Teams and monitoring their progress through well-defined milestones to ensure efficiency and productivity Coordinating with software developers and designers to help create and optimize tools and systems Managing project execution so it adheres to a schedule and scope Managing content development activities and ensuring that the highest quality standards are being maintained Creating and maintaining a high-quality work environment and keeping team members motivated Working across multiple projects and ensuring all parties are informed of progress and problems Identify and resolve issues and conflicts within the project team Conduct project postmortems analysis and create a recommendations report in order to identify successful and unsuccessful project elements. Develop best practices and tools for project execution and management Ensure resource availability & allocation Show less

Group Project Manager

• Jan 2021 - Mar 2021

After being a project manager for over a year at Eye Adverting, I was assigned to build the Project Managers team, so I was trusted with the below responsibilities:-Building a team of project managers, though interviewing process Constructing the job description and team objective-Constructing the job description and team objective-Constructing a training process for the team-Building a job guide to show how the responsibilities will be divided between the Account & Project managers Show less

Project Manager

• Sep 2019 - Jan 2021

-Working across multiple projects and ensuring all parties are informed of progress and problems. -Plan and Maintain Projects Delivery status report in conjunction between Account Management team and Operations head -Identify and resolve issues and conflicts within the project team-Conduct project postmortems analysis and create a recommendations report in order to identify successful and unsuccessful project elements. -Develop best practices and tools for project execution and management-Tracks receipt, delivery, installation and quality of deliveries to clients -Monitor deliveries are matching client briefs or out of brief and taking necessary actions to rectify -Problem solving in delivery issues or delays in coordination with Operations Manager, team leaders -Gives enhancements suggestions to top management regarding project management, workflows, capacity and resourcing -Ensure resource availability and allocation-----------------------Account management & Buissness development:-Opening New Markets, New Accounts-Developing New Opportunities for Business gain-Negotiation & Closing Sales Deals with clients-Preparation of Sales Forecast and Sales Reports on periodic basis using excel and/or company CRM-Develop ideas and plans for new lines of business-Studying our Market Share and Competitors Market Share-Competitors behavior Analysis Show less

Operations Team Lead

• Feb 2015 - Sep 2019

1- Monitoring the performance of my team so as to ensure that work quality and quantity is up to the company’s objectives.2- Fostering team work to enhance the organizational output.3- Helping the team members through coaching and mentoring.4- Overseeing the communication with external customers, checking the submitted manuscript’s scope, references, authors’ history, and plagiarism.5- Overseeing the analysis of the scope of both the journals and special issues so as to get the best fitting authors and editors for marketing purposes. 6- Communicating any new updates in the company and publishing world with my team to ensure that they are up to date.7- Handle the team’s escalations regarding any possible inquiry or complaint.8- Calculating the team’s salaries each month according to the incentive scheme. 9- Communicating with the IT through suggesting and following up on new features that would help in enhancing the performance.10- Involved in setting the Key Performance Indicators (KPIs) of the team.11- Helping the senior managers in solving challenges that might affect the production.12- Managing the Training Need Analysis (TNA) with the training department in the HR.* I was the person responsible for the General Data Protection Regulation (GDPR) concerns including: Handling customers’ inquiries and requests, communicating the GDPR rules to other teams, identifying the errors in the workflow, and ensuring that the error will not occur again. Show less

Quality Assurance Specialist

• May 2014 - Jan 2015

1- Follow the quality standards to ensure the customer satisfaction.2- Checking the work flow to spot the errors along with the person responsible.3- Communicating with other teams about the spotted errors.

Customer Relations Specialist

• Sep 2012 - Oct 2014

1- Conduct initial screening for the submitted manuscripts before entering the review process.2- Checking the customer’s history and data.3- Contacting the customers during the initial checking process.4- Contacting other teams to ensure the customer satisfaction.

Medical Sales Representative

• Dec 2011 - Mar 2012

Pharmacist

• Sep 2011 - Nov 2011

Medical Sales Representative

• Jul 2011 - Sep 2011

Karate Egyptian National Team Player

• May 1993 - Sep 2011

Trainee ( Pharmacy representitive)

• Jul 2009 - Aug 2009