MOhamed Abuali CV

MOhamedAbuali
PERSONAL INFORMATION Mohamed Mostakem abuali
12Refaat elAmer st, hadaykelmaadi, Maadi, Cairo.
02 23175150
01272228126 – 01207970340 - 01020758889
MO_Abuali@Yahoo.com
Personal statement:
An experienced manager who is highly motivated and has vast knowledge of the retail industry. As
a perfect role model on the shop floor, Deborah is able to; coach, give feedback, build morale, roll
out initiatives, an efficient, organized and approachable person who is always willing to help work
colleagues out. Possessing fast and effective skills and having a strong administrative background
.Always is happy to do the office duties as well as the more exciting work.
Easy going by nature and able to get along with both work colleagues and senior managers.
Possessing extensive experience of supporting, developing and motivating teams to do better and
to drive continuous improvements across a range of work activities. Also having a track record of
coming up with practical improvement initiatives which enhance a company’s overall effectiveness
and harnesses the latent potential of its workers.
WORKEXPERIENCE
July 2010–Present Home Delivery Area Manager
Metro Markets, Cairo (Mansour Group)
Managing staff in the Home Delivery team.
Manage sales target to maximize his/her profit through ensuring service quality.
Plan and Control all operational expenses within the pre-set corporate norms and standards to
meet the budget and plan in a cost effective way
Ensure compliance and updating zoning in each area to assure the speed of service.
Ensure compliance of the flyers distribution plan to increase customer number.
Build and Maintain open and positive relations with all divisions of the company to ensure that
company policies and procedures are clearly implemented through proper communication.
Motivate staff and constantly assessing their performance and ensuring that they work with their
maximum potential to maintain positive employee morale.
Ensure that customer data base is up to date to be communicated with marketing department to
be used for customer loyalty/promotion program.
Ensure that all his/her team is trained according to the training needs plan to develop their
performance.
Ensure that all his/her vehicles are in good condition to maintain company assets and maximize
resources utilization
Collaboration in making standards policy of home delivery section.
Make the functional structure of 10 branches.
Handle approx. 300-500 order / day.
Handle approx. 5 – 10 customer call back/ day.
Handle approx. 12-16 vehicles
Budget approx. 120,000 – 170,000 LE /month.
Manages approx. 140 staff.
Responsible for implementing metro call center in collaboration with Raya contact center.

MOhamedAbuali
02 23175150
01272228126 – 01207970340 - 01020758889
MO_Abuali@Yahoo.com
Personal statement:
WORKEXPERIENCE
performance.

MOhamedAbuali
02 23175150
01272228126 – 01207970340 - 01020758889
MO_Abuali@Yahoo.com
Personal statement:
WORKEXPERIENCE
performance.

March 2007 – June2010 Home Delivery Deputy Manager
Evaluate routinely staff performance by using (KPIs).
Discuss the results of the KPIs with staff to improve performance.
Executing different types of staff training to improve staff competency.
Applying and follow up fleet maintenance and license renewal for smooth operation.
Daily check service quality to assure maximum customer satisfaction.
Check regularly home delivery expenses to comply with the pre-set budget.
Review and regularly update zoning in each area to assure the speed of service.
Executing flyers distribution plan to increase customer number and basket size.
Regularly update data base to activate existing customer.
Resolve customer problems or complaints by determining optimal solutions.
Handle approx. 25– 30 data base customer call / day.
Sep2004 – Feb 2007 Customer Service Manager
Managing a team of customer services staff.
Recruiting staff and doing appraisals.
Maintenance of essential equipment ensuring available and in good working order.
Review and monitor daily and monthly KPIs and analyses reports.
Handling more complex inquiries and complaints.
Communicate with customers via phone, email, or face to face.
Oversee product exchanges and returns.
Training staff to deliver a high standard of customer service.
Update and upgrade with the developments and changes in customer service field.
Oct 2002 –Aug2004 Home Delivery Supervisor
Train and Develop Staff Skills.
Identifying and evaluating employee training requirements.
Assigning tasks to staff & clearly explaining how those duties are to be done.
Manage and Motivate Staff of Home Delivery Section.
Setting goals and objectives for individuals and teams.
Track Record of Success Reducing Costs and Increasing Revenues.
Ensuring that a customer's problem is brought to a satisfactory conclusion.
Solve all Customers and Staff Problems.
Make Daily Check List and Customers Feed Back.
Achieving Daily, Weekly and Monthly Target of Sales and Orders.
Follow-up to Competitors to Achieve Excellence.
Dealing with different Segments of customers, whether Arab or Foreign Customers.
Feb 2001 –Sep2002 Order Taker
Dealing with customer enquiries by telephone.
Collecting and analyzing data to monitor the level of customer service.
Making sure that all Health and Safety procedures are adhered to.
Completing all administrative tasks and updating records.
fill all required work files
Sending Daily Reports to The head office.
Analysis and Control Cars Expenses.
Contributed to and participated in team meetings and activities.
Logged enquiries and resolutions on a database.
Offered customers alternatives and up-selling.



Sep 1999 –Jan2001 Receptionist & Reservation Clerk
Marriott hotel, Sharm Elshekh
Welcomes visitors by greeting them, answering or referring inquiries.
Directs visitors by maintaining employee and department directories; giving instructions.
Maintains security by following procedures; monitoring logbook; issuing visitor badges.
Maintains telecommunication system by following manufacturer's instructions for house phone.
Maintains safe and clean reception area by complying with procedures, rules, and regulations.
Maintains continuity among work teams by documenting and communicating actions.
Contributes to team effort by accomplishing related results as needed.
EDUCATION ANDTRAINING
Sept1995– June1999 Bachelor of Commerce
Tanta University, Gharbia (Egypt)
General Grade – Good.
Apr2007– June2010 LOGIC Management Consulting
Cairo (Egypt)
Customer Service.
Time Management
Leadership.
Problems Solving.
Communication Skills.
Negotiation Skills.
Stress management
Safety and Hygiene
HASB.
SGS.
PERSONAL SKILLS
Mother tongue(s) Arabic
Otherlanguage(s)
English C1 C2 C2 C2 C2
French B1 B1 B2 B2 B2
Levels: A1/A2: Basicuser-B1/B2: Independentuser-C1/C2: Proficient user
Communication skills
Excellent verbal and written communication skills both in
an office environment and with external stakeholders.
Experienced at giving presentations to large audiences.
Good telephone manner.
Organizational / managerial skills Excellent organizational and prioritization skills, I can lead a work Group efficiently.
Computerskills Proficient with Microsoft Office programs, Word, Excel, Outlook, Internet Explorer and Project.
Also competent with sector specific software packages.
Personal skills possessing an outgoing and confident personality, Strong attention to detail,
Strong willingness to learn, Excellent interpersonal and Negotiation skills.
GCSE French
GCSE English
UNDERSTANDING SPEAKING WRITING
Listening Reading Spoken interaction Spoken production

Cairo (Egypt)
Time Management
Leadership.
HASB.
SGS.
PERSONAL SKILLS
Otherlanguage(s)
GCSE French
GCSE English

Cairo (Egypt)
Time Management
Leadership.
HASB.
SGS.
PERSONAL SKILLS
Otherlanguage(s)
GCSE French
GCSE English

MOhamed Abuali CV

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