Mohamed Elkashef Email & Phone Number

* Leading a high-performing team, managing commercial operations tasks, and ensuring alignment with organizational goals.* Leveraging SQL and BigQuery to extract large datasets for analysis and reporting.Utilizing Looker and Power BI to analyze data, identify trends, and generate insights to support strategic decision-making.* Creating detailed and actionable reports using Google Sheets, Excel, Looker, presenting findings to senior management to guide business strategies.* Establishing, monitoring, and refining KPIs for account managers and the sales team to evaluate performance, forecast targets, and ensure alignment with growth objectives.* Collaborating with cross-functional teams to align commercial strategies with overall business objectives.Leading initiatives to improve processes, drive operational efficiency, and enhance overall team performance.* Overseeing the calculation of targets for account managers and sales teams, ensuring accuracy and compliance with company policies.

Greek Campus

* Managed key accounts generating over 30 million EGP monthly, building and maintaining strong relationships to ensure partner satisfaction, retention, and growth.* Led the onboarding process for new partners, providing comprehensive training and support to ensure seamless integration and alignment with Khazna’s services and objectives.* Optimized daily operations to ensure smooth processes and effective service delivery, aligning with customer and partner expectations.* Improved the end-user registration experience, resulting in a 20% increase in conversion rates by streamlining the process and addressing pain points* Acted as a primary point of contact for partner inquiries, swiftly resolving issues and ensuring a positive and seamless customer experience.* Developed and implemented metrics to track partner performance, gathered feedback, and recommended strategies for continuous improvement to enhance customer success.* Collaborated with internal teams (such as sales, product, and marketing) to align customer success strategies with overall business objectives and ensure consistent service delivery.* Identified and executed process enhancements that boosted partner satisfaction, retention, and operational efficiency.* Analyzed partner performance data to provide actionable insights and recommendations, supporting strategic decision-making and growth initiatives.

Cairo, Egypt

* Managed call queues and service levels, ensuring that performance targets and SLAs were met.* Oversaw and coached a team of agents, providing guidance and support to enhanceperformance and development* Coordinated with HR and workforce management to align team leaves, schedules, and ensureadequate staffing.* Monitored team performance metrics, identified areas for improvement, and implementedstrategies to enhance efficiency.* Conducted training sessions for new agents, offering ongoing coaching to improve skills andservice quality.* Leveraged sales expertise to promote Vodafone products and capitalize on upsell opportunities,contributing to revenue growth.

Cairo, Egypt

* Managed call queues and service levels, ensuring that performance targets and SLAs were met.* Oversaw and coached a team of agents, providing guidance and support to enhance performance and development* Coordinated with HR and workforce management to align team leaves, schedules, and ensure adequate staffing.* Monitored team performance metrics, identified areas for improvement, and implemented strategies to enhance efficiency.* Conducted training sessions for new agents, offering ongoing coaching to improve skills and service quality.* Leveraged sales expertise to promote Vodafone products and capitalize on upsell opportunities, contributing to revenue growth.

Cairo Governorate, Egypt

* Provided high-quality support to customers, handling inquiries and resolving issues through various communication channels.* Addressed and resolved customer complaints and concerns in a timely manner, contributing to overall customer satisfaction.* Worked closely with other teams to resolve customer issues and ensure a consistent service experience.