Mohmed Masaad

have 10 years of total experience, with 4 years in multi-customer support relationships and project coordination, and also 2 years of experience in subcontracting and operations management and all this builds a lot of skills

Project and customer support relationship supervisor

AU

Jul 2020 - Mar 2022 (1 year 9 months)

Eng.

Mohamed Nageeb

Mubarak PMP® - page 1

•Coordinate 5+ projects to improve processes and workflow operations while ensuring compliance withcompany requirements

As a project coordinator and customer relationship supervisor at AU Universal, I was responsiblefor developing and managing a team of buyers who were responsible for purchasing goods andservices from key suppliers. I was also responsible for developing and managing relationships with keysuppliers. I was able to successfully negotiate favorable pricing and terms with key suppliers, whichresulted in significant cost savings for the company.

•Analyze the financial impact of transportation expenses on the department’s budget and propose waysto reduce costs and improve services

•Use pivot tables and v-lookup to track SharePoint data, as well as GoToMeeting to organize virtualmeetings and webinars

•Reduced indigent operation fund expenditure by over $9,000 or pity_cash

•Improved department productivity and functionality by coordinating with suppliers and customer toenhance the quality of GPS service

•Improved department productivity and functionality by coordinating with suppliers and customer toenhance the quality of security devices service and apply the customer needs

•Supported the director by coordinating all projects and operations

•Executed project operations by confirming resource availability, submitting project deliverables, andpreparing status reports

•Planned, established, and communicated project deliverables to meet deadlines and maintain projectschedules

•Coordinated refurbishment and force open project for the ATM Department

Customer Support Supervisor

AU

Oct 2018 - Jul 2020 (1 year 10 months)

Directly managed a team of 4 to achieve service initiative objective and maximize customer satisfaction;successfully process 1,0000+ orders monthly.

Oversee training of customer service staff to further company goals and sustain high customer servicebenchmarks.

Manage monthly customer service and billing metrics; evaluate error rates, request volumes, andcustomer complaints; and develop and implement plans to correct deficiencies in service.

Develop, implement, and update best practices to streamline operations, standardize processes, andenhance customer service.

Strengthen relationships with key internal staff and other departments' quality assurance departments tooptimize customer service processes and procedures.

Review all billing documents, and communicate direct issues to Warehouse managers and Operationsassurance teams.

Account Supervisor

AU

Aug 2018 - Oct 2018 (3 months)

Oversee training of customer service staff to further company goals and sustain high customer servicebenchmarks.

Manage monthly customer service and billing metrics; evaluate error rates, request volumes, andcustomer complaints; and develop and implement plans to correct deficiencies in service.

Develop, implement, and update best practices to streamline operations, standardize processes, andenhance customer service.

Eng.

Mohamed Nageeb

Mubarak PMP® - page 2

Strengthen relationships with key internal staff and other departments' quality assurance departments tooptimize customer service processes and procedures.

Review all billing documents, and communicate direct issues to Warehouse managers and Operationsassurance teams.

Customer Support Coordinator

AU

Oct 2017 - Aug 2018 (11 months)

handle client inquiries and complaints about the company’s products and services. By calls or respondto emails from clients, answering questions, checking on order processing, or resolving complaints ordisputes. When the issue is beyond the authority of the customer service coordinator, they discuss theproblem with a supervisor to find an acceptable solution for the client. The primary goal of customerservice coordinators is to ensure client satisfaction

Coordinating with our internal department to faster the response

Coordinating with operations department and customers to make a good communication link to avoidany issues

Answer customer questions via email and through our social media accounts

Resolve customer complaints and issues

Develop and implement customer service routines and processes for employees to follow

Foster a customer-centric culture in keeping with our brand image

Collaborate with our marketing department professionals to highlight positive customer experiences andgrow the brand

Workshop Engineer

AU

Mar 2017 - Oct 2017 (8 months)

Maintenance and refurbished of security systems as GPS configuration devices & cameras refurbishedor any other security devices

Security Field Engineer

AU

Mar 2016 - Mar 2017 (1 year 1 month)

Building security panel and security devices for ATM and linked to bank Or Main station, Buildingsecurity panel and security devices for Branch’s & Balding and linked to the Main station trainingcustomer for the security system

Control Rome Operator engineer CMS

AU

Mar 2015 - Mar 2016 (1 year 1 month)

CMS Customer service Monitoring System to operating of the linked ATM machine and Securitydevices inside the ATM machine

Sipper Crime

General Directorate of Criminal Evidence

Jan 2014 - Dec 2014 (1 year)

Eng.

Mohamed Nageeb

Mubarak PMP® - page 3

Network monitoring,cabling, Reuter configuration, build a network main station, Linked more than onestation, server configuration / maintenance management

Relationship Officer naduc

Jan 2013 - Dec 2013 (1 year)

Relationship Officer to building new business and marketing strategies

Network Engineer

NADO'S COMPUTER SERVICES

Jan 2012 - Dec 2012 (1 year)

Surveillance system and software development, Network monitoring,cabling, Reuter configuration, builda network main station, Linked more than one station, server configuration / maintenance management

University of since and technology

Good, Information Technology Bachelor

2008 - 2013

Bachelor of science & information technology