Fouad Mohamed Fouad Fouad
Hawalli,HA
Summary
Experienced customer service manger bringing 8 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Customer Support Manager
MyHome.App
02.2023 - Current
- App Oversee daily operations of call center Manage personnel, train staff, monitor performance, and ensure customer satisfaction ensuring that call center meets its operational goals and objectives
- Possess excellent organizational, communication, and customer service skills
- Motivate and mentor staff, develop customer service strategies, and manage customer relations.
- Analyzed reports, surveys, and vendor relations and completed support assessments to improve first-call resolution.
- Monitored employee performance to identify areas for improvement and additional training needs.
Customer Care Team Leader TAMANNA Brand
Alshaya Group-TAMANNA Brand
12.2020 - 01.2023
- Maintaining a positive, empathetic, and professional attitude toward customers always
- Led customer service team that responds to phone calls, Emails, or chats
- Acknowledging and resolving customer complaints
- Monitor the daily workload of team members and adjust to ensure adequate coverage and correct procedures are followed
- Monitor team KPIs
- Conduct Training for new joiners and provide support to less experienced team members
- Keeping records of customer interactions, transactions, comments, and complaints
- Providing feedback on efficiency of the customer service process
Cinema Supervisor
Majid AlFuttaim - Vox Cinema
01.2019 - 12.2020
- Ensuring all health and safety policies and procedures, food safety manual is always followed
- Provide exceptional theatre experience
- Supervised Cinema Team members
- Operate floor facility and ground management, concession, and food service
- Monitor Cinema admission and sales strategies
- Training new joiners’ team members
- Handle customers’ complaints and provide instant solutions
- Escalate non-solved complaints to a higher manager
- Cascade information and company updates from higher management to employees and vice versa
- Implement sales strategies and upselling plans
- Motivate staff to make upselling and achieve set target (SPH)
- Monitor NPS to improve service level and achieve customer satisfaction
- Handle closing sales report and submit EON report.
Senior Sales & Deputy Team Leader
KidZania Kuwait
01.2014 - 01.2018
- Provides support for all day-to-day operation and management of the park whilst ensuring that
- Analysis of customer complaints and sending weekly/monthly insights reports to the top management
- Training the new joiners in the team
- Conducts basic Health & Safety checks on the Establishments and equipment as well as a basic risk assessment to
- Mitigate any risk to the park employees and customers alike
- Prepares the duty roster to make sure correct manpower is available to achieve the job purpose, whilst ensuring
- Regular rotation for all CSAs in all areas
- Managing the Exit department, while the customer leaves the Park
- Leads the team on the floor by providing the required help, support, and guidance to improve staff
- Retention and enhance the competence of all front-line employees
- Advises Managers if Repair and/or Maintenance are required for equipment
- Conducts Personal Appraisal for the team.
Education
Bachelor of Arts - Language Arts Education
Cairo University
Cairo,Egypt 09.2007 - 09.2011
Skills
Leadership skills at Alshaya Company
Customer care Soft skills at Alshaya Company
Customer analytics at CourseraSubstantial ability to self-motivateGreat sense of leading multicultural teamsProfessionalismTeamworkTraining development aptitudeCustomer Relations
Schedule Management
Coaching and mentoring
Analytical problem solver
Accomplishments
Building a successful business personality.
Sales catalyst at Alshaya Company.
Supervised a team of 50 staff members.
Leadership skills at Alshaya Company.
Customer care at Alshaya Company
Customer analytics at Coursera
Certification
Customer Analytics-Coursera
Timeline
Customer Support Manager
MyHome.App
02.2023 - Current
Customer Analytics-Coursera
01-2023
Customer Care Team Leader TAMANNA Brand
Alshaya Group-TAMANNA Brand
12.2020 - 01.2023
Cinema Supervisor
Majid AlFuttaim - Vox Cinema
01.2019 - 12.2020
Senior Sales & Deputy Team Leader
KidZania Kuwait
01.2014 - 01.2018
Bachelor of Arts - Language Arts Education
Cairo University
09.2007 - 09.2011