Mustafa Amin Email and Phone Number
Mustafa Amin - Senior Human Resources Advisor | Passionate about Optimizing Talent and PerformanceAbout Me:I am a committed HR professional with over 5 years of experience driving impactful solutions in talent and performance management. My approach is grounded in aligning HR initiatives with strategic goals to foster both individual growth and organizational success. I excel in fast-paced, dynamic environments and thrive on delivering results in challenging scenarios. In my recent role at a mining site, I managed a large-scale project that involved hiring over 500 employees across diverse roles within just six months. Leading a dedicated team of five HR specialists, I successfully launched the project with a remarkable 9% turnover rate, despite the challenges of the COVID-19 pandemic. My career also includes experience as a performance management consultant, where I supported customer service areas in building structured KPIs, optimizing hiring, and enhancing training programs to meet evolving business needs.Key Skills:- Performance Management & KPI Development: Skilled in designing and implementing robust performance metrics tailored to company objectives and employee growth.- Data-Driven Insight: Proficient in interpreting complex dashboards and reports to make evidence-based HR decisions that drive continuous improvement.- Strategic Business Alignment: Experienced in aligning HR practices with business objectives to enhance competitiveness and scalability.- Leadership and Team Building: Adept at coaching leaders and HR teams to foster a collaborative, performance-oriented culture.- Agility in Complex Environments: Adaptable in navigating organizational shifts, delivering consistent HR solutions in diverse settings.Achievements:- Successfully led mass hiring for a new mining project, onboarding over 500 employees while achieving a low turnover rate.- Managed compensation insights through manual systems, ensuring data accuracy and comprehensive tracking.- Spearheaded the development of a new performance management framework, introducing KPI-based reviews and improvement plans to support career progression.Education:Human Resources Management Diploma, American University in Cairo, June 2010Certified COPC® Registered Coordinator, COPC CSPs 5.2, December 2015Lean Six Sigma Green Belt, IASSC, July 2016
Capital Limited
View- Website:
- capitallimited.com
- Employees:
- 413
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Human Resources AdvisorCapital Limited Dec 2018 - PresentMarsa Alem, Al Bahr Al Ahmar, EgyptPerformance Management and Appraisals:- Develop and implement performance management frameworks, including performance appraisal processes, to drive employee growth and organizational effectiveness.- Collaborate with managers to establish performance goals, monitor progress, and provide actionable feedback.Recruitment and Talent Acquisition:- Manage the entire recruitment lifecycle, from sourcing candidates and conducting assessments (e.g., IQ and English tests) to final… Show more Performance Management and Appraisals:- Develop and implement performance management frameworks, including performance appraisal processes, to drive employee growth and organizational effectiveness.- Collaborate with managers to establish performance goals, monitor progress, and provide actionable feedback.Recruitment and Talent Acquisition:- Manage the entire recruitment lifecycle, from sourcing candidates and conducting assessments (e.g., IQ and English tests) to final selection.- Conduct phone and in-person interviews in collaboration with hiring managers to identify top talent aligned with organizational needs.- Oversee onboarding processes, ensuring a smooth transition and compliance with all hiring requirements.Compensation and Benefits:- Administer accurate salary calculations based on timesheets, remote working hours, and overtime.- Prepare detailed and compliant salary statements for all employees.Leave Management:- Maintain up-to-date tracking of annual and sick leaves, ensuring compliance with company policies and labor laws.- Address leave-related queries and discrepancies efficiently.Medical Insurance Coordination:- Serve as the primary liaison for medical insurance-related matters, including policy administration, employee claims, and reimbursements.- Partner with insurance providers to deliver timely and effective services to employees.Team Management:- Lead and mentor the HR Administration Specialist team, fostering a collaborative environment to streamline HR operations and administrative processes. Show less
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Quality Assurance Lead ConsultantCareem Jan 2017 - Jul 2018Maadi, Cairo Governorate, Egypt•Quality Assurance Consultation:-Collaborate closely with the customer service team to ensure they provide exceptional support through calls and emails.-Implement best practices, monitor interactions, and provide constructive feedback to enhance service quality.•Job Descriptions and Organizational Criteria:-Create and update job descriptions for customer service roles, aligning them with best-performing organization standards.-Ensure clarity, competencies, and alignment… Show more •Quality Assurance Consultation:-Collaborate closely with the customer service team to ensure they provide exceptional support through calls and emails.-Implement best practices, monitor interactions, and provide constructive feedback to enhance service quality.•Job Descriptions and Organizational Criteria:-Create and update job descriptions for customer service roles, aligning them with best-performing organization standards.-Ensure clarity, competencies, and alignment with company values.•Training and Calibration Sessions:-Conduct regular training and calibration sessions for operations team managers and supervisors.-Elevate delivery standards, reinforce quality expectations, and foster a cohesive team environment.•Care Team Performance Enhancement:-Attributes Control: Oversee all aspects related to quality, CSAT (Customer Satisfaction), and FCR (First Call Resolution) performance.-Coach agents, analyze trends, and develop action plans to improve overall team effectiveness.•Process Optimization and Customer Satisfaction:-Enhance issue resolution procedures to drive customer satisfaction within the contact center.-Collaborate with cross-functional teams to streamline processes and ensure consistent service excellence. Show less -
Quality Assurance ConsultantOrange Egypt Sep 2013 - Jan 2017Cairo, Egypt•Quality Assurance and Customer Satisfaction:-Guarantee that agents provide top-tier customer service and satisfaction.-Continuously enhance processes and procedures to improve issue resolution and customer contentment.•HR-Driven Agent Development:-Oversee the recruitment and training of customer service agents to ensure a high-quality talent pool.-Implement performance management strategies to elevate service standards and agent capabilities.•Technology… Show more •Quality Assurance and Customer Satisfaction:-Guarantee that agents provide top-tier customer service and satisfaction.-Continuously enhance processes and procedures to improve issue resolution and customer contentment.•HR-Driven Agent Development:-Oversee the recruitment and training of customer service agents to ensure a high-quality talent pool.-Implement performance management strategies to elevate service standards and agent capabilities.•Technology Collaboration:-Partner with the technology department to refine IVR (Interactive Voice Response) systems and self-help solutions for customers.-Leverage technology to streamline customer interactions and enhance service delivery.•Operational Excellence:-Identify and address operational gaps, utilizing agent scripts to optimize customer interactions and issue resolution.-Foster a feedback-driven culture where agents are encouraged to contribute to continuous improvement initiatives. Show less -
First Class Compliant Handling Senior SpecialistOrange Egypt Mar 2012 - Sep 2013Cairo, Egypt•Complaint Resolution Expertise:-Investigate and address customer complaints promptly, ensuring a satisfactory resolution.-Maintain a positive customer relationship, even in challenging situations.•Process and Procedure Enhancement:-Continuously improve issue resolution processes to enhance customer satisfaction.-Develop and refine customer service procedures to meet the evolving needs of the business.•Cross-Departmental Collaboration:-Work closely with the… Show more •Complaint Resolution Expertise:-Investigate and address customer complaints promptly, ensuring a satisfactory resolution.-Maintain a positive customer relationship, even in challenging situations.•Process and Procedure Enhancement:-Continuously improve issue resolution processes to enhance customer satisfaction.-Develop and refine customer service procedures to meet the evolving needs of the business.•Cross-Departmental Collaboration:-Work closely with the technology department to upgrade IVR systems and develop self-help solutions for customers.-Identify opportunities for operational improvements and collaborate on implementing them.•Quality Assurance:-Monitor and evaluate customer service interactions to ensure compliance with COPC standards.-Provide feedback and coaching to agents to uphold first-class service standards. Show less
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Customer Service RepresentativeOrange Egypt Dec 2008 - Dec 2011Handling customers' needs and solve problems that related to Mobile services
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Call Center AdviserTeleperformance Dec 2007 - Dec 2008Credit Card Telesales for Citi BankCustomer Service Outbound for VodafoneTeam delegator for Vodafone Data entry and data collection
Mustafa Amin Skills
Mustafa Amin Education Details
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Business/Commerce, General
Frequently Asked Questions about Mustafa Amin
What company does Mustafa Amin work for?
Mustafa Amin works for Capital Limited
What is Mustafa Amin's role at the current company?
Mustafa Amin's current role is Human Resources Advisor | Dynamics 365 Super User | Performance management consultant | Human Resources Diploma holder at AUC | Lean Six Sigma Green belt certified at IASSC.
What schools did Mustafa Amin attend?
Mustafa Amin attended The American University In Cairo, Ain Shams University.
What are some of Mustafa Amin's interests?
Mustafa Amin has interest in Civil Rights And Social Action, Education, Disaster And Humanitarian Relief, Human Rights.
What skills is Mustafa Amin known for?
Mustafa Amin has skills like Call Centers, Customer Experience, Human Resources, Customer Service, Customer Satisfaction, Telecommunications, Complaint Management, Team Leadership, Time Management, Contact Centers, Team Management, Crm.
Who are Mustafa Amin's colleagues?
Mustafa Amin's colleagues are Soro Fulbert, Momen Mohamed, Hamada Naser.khalil, Kone Doniféré, Fredrick Chinyingi, Mahmoud Amin, Radwan Ahmed Nasr.
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Mustafa Amin
Operations Engineer | Mongodb & Data Analytics Certified | Project Management Professional | Data Visualization SpecialistPort Said -
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