Head Of Customer Service · Customer Service Manager · Managing Director · Call Center Manager · Head Of Support

1. I
Personal Data:
Name : Mina Adel Roshdy Youssef
Birth date : 6/4/1986
Telephone No. : +201000019032 / +20220483495
Marital status : Married.
E-mail : Mina.adel@live.co.uk
Military Status : Exempted.
Address : Ahmed salab st.zarha Nasr city-Cairo-Egypt
LinkedIn profile : https://www.linkedin.com/in/minaroushdey/
Education:
 Bachelor of Commerce English Department, Graduation year: 2008
ASSUIT University,
 Graduated from salaam language schoolfor “primary, preparatory,
secondaryphase “from 1992 till 2004.
Summary:
Head of Customer Support Hitchhiker 10 month (August 2019- Now)
Customer Service Manager Ragab sons Retail 6years (September 2013 -August 2019)
Customer services supervisor Spinneys Hypermarket 1 year (May 2012 – July 2013)
Senior Customer support executive Gourmet luxury retail 1 year (Septamber2011-May2012)
Senior premium representative Vodafone Egypt 2. 5Years (August 2009-April2011)
Call center Agent: Etisalat UAE 6 months (December2008 –June 2009)
Current Job:
 Head of customer Support: (August 2019-now)
Build customer service department - call center -CRM
Hire - recruit -screen customer service candidates.
Develop - maintain process and products to meet customer expectations
Suggest with our expansion plan on strategic level
Handle CPA (consumer protection authority)
Escalate Fraud case with our legal team
Suggest technological upgrades that’s meet organizational and customers need.
Build customer service structure - Chart - escalation process - hierarchy.
Mitigate business risk verse profitability
 Ragab Sons Retail Chain 70 stores
 Customer Service Manager: (Feb 2015 – August 2019)
Manger all the front end, delivery department, call center and Loyalty program.
Achieved Merging department to reduce cost with 30%.
Increase Delivery sales by 2% out of company sales monthly.
Develop Customer complaint channel
Achieve Customer service KPI’s and develop company strategy.
Conduct Customer service training and develop it half monthly.
Build social Media team and assigned our international trade Mark.
Direct Relationship established with governmental consumer right department.
Hire, promote, develop and interview my existing and new candidate in the department
Place the Delivery Department Target up on Company strategy.

2. II
Solve Department Problem to reduce the turn over and develop the resources.
Project launcher For Front End new mirage for the Customer service and Cashier.
Place the candidate’s interview for Delivery, Customer service and Call Center.
Conduct the initial training for new employee at the company on weekly base.
Follow up and solve any customer complaint.
Solve and escalate case to the CEO with the proper action.
 Customer Service and Delivery Area Manager: (September 2013 – Feb 2015 )
Assets in building the customer service department and organization.
Leading, restructuring and development of the Customer Service organization.
Responsible of developing the business relationship with the company’ customers in order to converge
business interests.
Acting as Loyalty program manager, Mobile application launcher
Project launcher of CRM application for the entire branch and unify Complain System Mentoring
customer behavior and solve any customer problem on spot
Monthly evaluation for the entire customer service department and store Manager.
Motivation computations applied by the stuff customer vote for him to be customer idol for this month
with a money incentive and certificate.
Support in creating KPI for customer service department and draw the road map for the next quarter.
 Spinney’s Hypermarket:
 Customer services supervisor: (May 2012 – July 2013 )
Reporting to country customer services manager and retail operational manager
Conduct training to any new supervisor for any branch or new agent.
Manager 3 teams, customer service, collect and wine loyalty and welcoming team Handle all the
customer complain, inquiry and problem, resolve the problem on spot, escalate complains to the concern
party seeking a quick resolution.
Reduce refunds by identifying customer reason for refund and seek alternative.
Change Rules and create new police to facilitate the work flow between departments as Reporting to
Store Manager and Regional customer service manager.
Handle all Visa refund problem and solve them with concerned Bank.
Handle all Call centre complains, escalations and problems.
Cascade and resolve the problem to achieve the highest customer satisfaction level
And to offer the A class customer services in the retail market.
 Gourmet Egypt luxury Retail chain
 Senior Customer support executive (septamber2011-May2012 )
in the call center for the entire product reply customer inquiry and support the delivery order handling
the complains, making customer survey, changing the process, handling the website order, managing
all the call center issue and the work flow system
 Vodafone:
 Senior premium representative (August 2009-April2011)
I was loan as head count management for Vodafone project with telepereformacne contact center for
inbound and hard copies, acting as Vodafone client managing the project changing process ,make sure
that company achieved required task
Handle premium customer value, tech support for blackberry and iphone, USB modem problems,
collection deals and payment, account angel for corporate customer end user and authorized
 High value customer representative
 Core & med customer representative

3. III
 ETisal UAE;
Call center Agent: (December2008 –June 2009)
At offshore project 181 direct inquiry for UAE Customers (Project launcher), handle calls from UAE
for contact numbers of all the private, public and governmental sectors.
Training:
CEMEX: joined as hr. trainee for development and planning, make screening, hr. test, evaluation test by
using CBI competency base of interview, support development program schedule and analyses
(July2008 - Sep 2008)
BANQUE Du CAIRE: joined as trainee for customer care, Teller, loan department, ATM system and
credit card (august 2007-sep 2007)
Courses:
Human and business development Coaching (august 2019)
Customer service Track at New horizon (January 2015)
Strategic planning and career development at innovation (May 2010)
The initial training of communication & sales skills (march 2010)
ICDL: international computer driving license (June 2008)
Development Thinking and Management skills (July 2008)
Soft skills & interview skills (May 2008)
Computerized accounting (October 2007)
Leader ship award with (SIFE) (2006& 2007)
Leader ship award from luma core organization (December 2005)
Egyptian Bank Institution (July 2007)
Spoken Languages:
Arabic: Native language.
English: Fluent spoken and writing
French: Fair spoken and writing
Computer skills:
Windows
Office
Sible application for GSM operating system
CRM system (Customer Relation manager program)
Ticketing sytem (fresh desk ~ Zendesk …etc)
Microsoft Dynamic (for Customer loyalty program and retail cashier system)
Elastix