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Listen to our people – LODEX Online Community

Lodex monthly talk to one of our work community

The most powerful part about work environment is people. How many practical and social lessons you’re going to learn, just because of people around you !. Positive business environments are mainly based on enthusiast & passionate employees, and this is literally what we show off at LODEX.

This November Talk is so interesting, with one of LODEX diligent managers,

Yahia Mamdouh
36 Years old
Operations Manager
+14 Years of Experience

Quick Profile – I asked Yahia quick questions and found him prefers:

📱Social media over tv when alone.
🎶Rock over Oriental music.
🤵Classic & Casual Outfit, Depends on event or style.
🏢Mixed workflow between oral meetings and documented emails.
🌊To sit alone in outdoor view when stressed.

Then the interview questions were as following

Did you work in the operation field only or shifted career?
My first job was during college years – I was studying business administration – and I worked in a famous French restaurant chain. I started to work as a runner in the branch, then trainer for branch, and trainer for all branches, and finally acting as a restaurant supervisor.
After that I preferred to work on something related to my university study, that’s why I joined Mena House Oberoi Hotel in 2007, I was The Youngest Assistant Training Manager in Hotel with 23 years age only. Then I joined Raya Contact Center and been selected from Raya Academy to join General Motors account, which was one of the most important projects at that time. I worked in Raya for 10 years, ending as an operational Team manager. And now with the same job title, I’m in LODEX !.  

What are most hobbies that got your childhood & teenage energy and time?
I remember that I used to play football in my childhood. But when I was 16, I started to attend music concerts, and prefer to communicate with course squads more. And I really do believe that movies taught me life lessons like nothing else.

In a Parallel world, what would you choose to work as?
An Actor. I would like to try many different feelings and reactions that I had never experienced before. 

How do you get rid of work stress on your weekend?
I choose to sit alone in an outdoor view, to relax and get my power back.

How do you focus more on work when you get bored?
By doing it as an owner, not an employee. Because working as just an employee will not giving the best results every time, especially when you get bored. So I prefer to work as If I’m an owner, and try to make the best solution every time. 

Tell us your next to watch a movie plan at the cinema?
Joker for the 3rd time.

Mention a situation in work you felt like you really make a difference in?
Of course I have many situations that prove so, however, one of them is so remarkable and I really can not forget about it. I was a customer agent in General Motors Gulf, when a customer had an issue in his new Hummer car. The company gave Talal – the customer – Cadillac car for less price as a complementary. Usually, documentations get time to finish the ownership for customers. Within this time, Talal faced many issues to get insurance services. And every time he called customer service to complain. One of those times I got the call and thought about fasting ownership instead of contacting insurance. I tried to reach Mr. Radwan manager who made the complementary, and the issue was resolved permanently. Talal – the customer – send me a long thank you email and wrote: “I feel it is with the efforts of people like Yahia that GM Customer Care became so successful. This is the kind of service that distinguishes General Motors from others even through hard times like the ones our economy is passing through these days.

Tell us more about LODEX Operation Team?
I would like to thank them as they carry all tasks regardless of their few numbers. And I really prefer to let them do tasks as they find it easier. But also I’m also giving them advice, to guide and because of previous experience.

What would you advise a new call center employee?
To be flexible like liquids. Not to be attached to typical ideas or ways of a workflow. This will be so useful for them in a career path so far.

How do you choose call center applicants?
I always look for self-development and passion in every applicant, as those are the most important skills for any hard-working employee.

As a strategy – do you believe that developing tickets forms, IVR Systems, SMS, E-mails before starting a call with the customer will be more useful?
What you are saying is really useful. However, literacy is before, and more importantly. If we start educating people more about how to treat each other and to be honest and trustful, we won’t face any difficulties in communication with customers. I remember a scientist named Willem king said that people in the US treat customers like kings, and in Japan, people treat customers as Gods. I don’t find it essential, we just need to treat them as honest and trust we like to be treated.

To what extent do you find telesales effective to increase business income?
Sales is so important however it comes after marketing. Let us say that all stages are so important and connected. If we talk about telesales best agents, trust with smart convenience will be the most important qualifications.

At the end of interview, I thanked Yahia so much for his time, and that worthy conversation. And wish him best of luck in both career and his personal life.

LODEX Community is still full of powerful and passionate people, wait for us in more and more talks from our environment. Read now HELP ME App – Togeather Helping People With Hearing Loss. Check Lodex Solutions Website. Wait for us in next Lodex Member Talk!.

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WEB CONTENT WRITER AT LODEX SOLUTIONS - Passionate About Art, Music, And Every Sparkle Idea. I believe in teamwork, challenges, positive environments, and smart effort spent. I see mental freedom is why we can create, and wisdom is just to believe that you knew nothing yet.

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