Mohammad Mounir CV

Mohammad Mounir
Al-Oroba – Heliopolis – Cairo – Egypt
Tel: +201113482776
Email: mohammed.mounir3000@gmail.com
Experience
Account Manager - B2B/B2C
Edfa3ly Dec 2016 - Present
Managing Jumia Global account:
Be the primary point of contact and build long-term relationships with Jumia.
Responsible for keeping Jumia satisfied and delivering exceptional client service on a day-to-day basis.
Ensure the timely and successful delivery of Shipments to Jumia customers/Warehouse.
Develop a trusted advisor relationship with Jumia agents.
Responsible for the International shipping of all Jumia Global orders from abroad to Jumia customers in
Egypt.
Help Jumia through email, phone, online presentations, and screen-share and in person meetings.
Maintain a weekly/monthly reporting system of progress internally to Edfa3ly management, and externally to
Jumia management.
Account Manager – Relationship and Retention team B2C
Edfa3ly Sep 2016 – Dec 2016
Manage ongoing private client relationships.
Maintain high levels of client acquisition, retention and reactivation.
Keep up to date with market information and monitor e-commerce and online shopping trends.
Achieve a monthly target of customer retention and sales volume.
Maintain a relationship with VIP customers and offer them up-to-date personalized offers and services.
Align with other departments, when required, to escalate and resolve issues and/or report faults to ensure a
smooth customer experience.
Edfa3ly
Operation specialist Apr 2014 – Sep 2016
Resolved complex administrative problems, saved valuable time, and increased productivity in the
organization.
Organize weekly staff meeting, discussed new projects, objectives, and career development strategies
Conferred with management to rectify problem and compliance issues
Liaised with carrier representatives to expedite and facilitate established processes, to improve operations
Determined shipping method for materials, using knowledge of shipping procedures, routes, and rates
Create, developed sessions for training materials, to support team growth.
Gathered, prioritized, and presented data-driven software requirements to developer team and managers.
Took on the responsibility for opening books to "full-view" in response to customer requests, working with inhouse
counsel to ensure compliance with copyright laws and Edfa3ly policy.

Acted as liaison between various cross-functional teams, ensuring prompt resolution of all requests from
both customers and other operational internal teams
Coordinated support activities for the financial center and upper management
Represent the Life Operations department in weekly Fund Maintenance project meetings and inform the
team of upcoming activity.
Create and improve procedures and job aides. Analyze work flows for process improvement opportunities to
increase efficiency
Ensure subscription processing and review of procedures.
Perform special requests from customer offices and other departments.
Wrote and updated procedures to adhere to company standards internal policies.
Handles purchasing and logistics:
a)Manages the supply chain.
b)Works to deliver excellent products and services at the lowest cost possible
Provides support and report directly to the COO:
a)Provides logistics support for training sessions and business conferences.
b)Processes purchase orders.
c) Ensures that corporate accounting policies and procedures are kept.
d)Assists with financial reporting.
Stays up-to-date on software that is commonly used in the industry.
Coordinated efforts between the Operations and marketing department to liaise the ROI and how it
implements the company's lead strategies.
Etisalat
Customer service team leader & Quality Assurance Jan 2012 – Apr 2014
Provides daily direction and communication to employees so that customer service calls are answered in a
timely, efficient and knowledgeable manner
Provides continual evaluation of processes and procedures
Responsible for suggesting methods to improve area operations, efficiency and service to both internal and
external customers
Provides statistical and performance feedback and coaching on a regular basis to each team member.
Writes and administers performance reviews for skill improvement
Ensures employees have appropriate training and other resources to perform their jobs Responds to and
resolves employee relations issues expressed by team members
Creates and maintains a high-quality work environment so team members are motivated to perform at their
highest level
Addresses disciplinary and/or performance problems according to company policy.
Prepares warnings and communicates effectively with employees on warnings and makes
effective/appropriate decisions relative to corrective action as required
Assists the manager with daily operation of the call center to include the development, analyses and
implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
Works as a member/leader of special or ongoing projects that are important to area/process improvement.
Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled
efficiently and effectively.
Establishes work procedures and processes that support the company and departmental standards,
procedures and strategic directives
Uses appropriate judgment in upward communication regarding department or employee concerns
Investigate customer complaints and non-conformance issues
Collect and compile statistical quality data
Develop, recommend and monitor corrective and preventive actions
Prepare reports to communicate outcomes of quality activities
Identify training needs and organize training interventions to meet quality standards
Coordinate and support on-site audits conducted by external providers

Evaluate audit findings and implement appropriate corrective actions
Cell Technical support
Working with customers/employees to identify computer problems and advising on the solution
Logging and keeping records of customer/employee queries to Annalise call logs to spot common trends
and underlying problems
Updating shortcut codes to self-help customers/employees to fix problems themselves
Working with field engineers to visit customers/employees when needed
Education
Faculty of Commerce – Ain Shams University
Class of 2011
Accounting Section
Class 2007
O.I.K lang. School
What I’m able to do:
Skills:
Deep knowledge of Microsoft applications
Exceptional ability to identify and resolve all issues
Remarkable ability to provide administrative support
Excellent communication skills
Oversees quality control and work flow
Excellent analytical skills
Good organizational skills
Strong tactical management skills
Excellent math skills
Work long hours under occasional stress
Able to work under a flexible schedule
Able to travel to branch offices and possibly stay overnight
Able to stay in climate controlled private office or shared office space
a) Adobe - (Photoshop – Illustrator)
b) Presentation: Microsoft PowerPoint
c) Word processing
d) Spreadsheet – G Doc
e) Client servicing
Courses:

a) Excel - (Certified from Egyptian Council for training and development – Beginners, Intermediate and
Advanced levels)
b) Qualitative data collection & Data entry from NGO-AUC
c) English Language Course (general, business) " level 10 " , Berlitz Council, 2011:2012
d) ADSL
e) Soft Skills (presentation, building customer loyalty, managing performance, customer service), EDU Egypt
2012
f) HR professional management diploma at Ain Shams University, (January 2015 till March 2015 – 30 hours)
g) Digital Marketing “Self-Learning” [Social media/Management – Google Analytics – Google Ads]
MEMBERSHIPS AND AFFILIATIONS:
Member in AYB-AAST
1) Best member in AYB-AAST ceremony
2) Leader in Packing Day
3) Head Charity in “Kiswa” Event
4) Orphan's Day: orphan care responsible.
Post ponded - Military service
References & recommendation letters available upon request.