Michael Shenouda
Edmonton,Canada
Summary
Dedicated Team Leader experienced in quality assurance, issue resolution, and interpersonal communication. Proficient in project management, personnel training, and production scheduling. Sets an example for work ethic, punctuality, and quality.
Overview
22
22
years of professional experience
Work History
Team Leader
Government of Canada
Edmonton, AB
07.2021 - Current
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Delegated daily tasks to team members to optimize group productivity.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
Payment Services Officer
Government of Canada
07.2018 - 07.2021
- Provides services to the public with respect to Employment Insurance benefits
- Comprehensive and up-to-date knowledge of Service Canada's programs and services
- Detailed knowledge of internal Government operating systems (FTS, NWS, iService, PeopleSoft)
- Police Security Clearance/ Credit Check
- Call Center environment with strict adherence and customer service standards
- Provided customer service and support to clients regarding their payment inquiries.
- Investigated any discrepancies in payments or refunds to ensure accuracy.
- Answered incoming calls from customers seeking assistance with payment issues.
- Collaborated with other departments within the organization to resolve payment-related issues.
- Participated in meetings and training sessions related to new procedures or technologies used in payment processing.
Co-Owner / Operator
Pizza 73 Franchise
Leduc, AB
01.2008 - 01.2018
- Built a restaurant franchise from the ground up from building construction to operations
- Recipient of the Top Franchise Operator Award in 2012 and Top Customer Service Location consistently since 2012 to present
- Marketing lead in charge of developing in house promotions and engaging the community
- Achieved year over year sales growth and remained in the top 10 franchises in Western Canada
- Recruited, trained, scheduled and supervised up to 20 full and part time staff, H.R full cycle experience
- Negotiated with vendors through strong interpersonal, influencing, negotiation and facilitation skills
- Accounting experience with ROI calculations, financial spreadsheet analysis, payroll
- Effectively managing marketing and sponsorship projects from concept to completion
- Set up and maintained all financial records and monitored budget variances
- Tracked sales on a regular basis to ensure sufficient purchase of supplies, perishables and materials to meet customer demand
- Ensured building and equipment were cleaned and well maintained
- In charge of HR hiring/dismissals of staff
Sales Representative / Team Lead, Merchandising Manager
Bell Mobility Inc.
Edmonton, AB
01.2003 - 01.2008
- Selected by peers multiple times as Top Sales Representative for the Edmonton West Region
- Recipient of the "Star of the Month" Award for excellence in customer service
- Presented sales strategies and techniques to new sales staff to ensure they were trained and received the support necessary to be successful
- Responsible for purchasing inventory and setting up creative promotional displays to draw customer attention
- Ensured customers received excellent service by ensuring expectations were exceeded and concerns were dealt with quickly and to their satisfaction
- Set sales targets and coached sales representatives to connect with customers and close deals
- Consistently in the top 2% of sales representatives across Canada
- Tasked with the development of others by providing constructive feedback and custom solutions
Education
Bachelor of Business Administration Degree -
Northern Alberta Institute of Technology
Edmonton, AB01.2014
Marketing Diploma -
Northern Alberta Institute of Technology
Edmonton, AB01.2012
Realtors Training Certificate -
Alberta Real Estate Association
Edmonton, AB01.2005
High School Diploma -
St. Francis Xavier High School
Edmonton, AB01.2003
Skills
- Successful entrepreneur with 9 year's experience running a prospering restaurant franchise
- Current Government of Canada Employee with RCMP security clearance
- 10 years' experience delivering effective measurable marketing across all social media channels
- Over 9 years' experience in full cycle Human Resources from screening, interviewing, hiring and dismissals to compensation development and career coaching
- Received multiple recognition and awards for top sales and excellence in customer service
- Proven sales record by growing a customer base from repeat and referral business
- Project management experience developing and delivering complex programs to meet the business/operational objectives
- Solid leadership abilities using a coach approach to motivate and train employees
- Superior interpersonal and communication skills with the ability to establish an instant rapport with customers, colleagues and management
- Strong negotiation and analytical critical thinking skills that achieve successful conflict resolution
- Well organized, accurate and solution focused with a strong work ethic
- A quick learner who is dedicated, calm under pressure and demonstrates a positive, can do attitude with the ability to adjust on the fly
- Microsoft office proficient (Word, PowerPoint, Excel)
- 12 years of leadership experience in a professional environment with a focus on delivering outstanding customer service and satisfaction
- Fluent in speaking, reading and writing English and Fluent in speaking Arabic
- Employee Evaluation
- Coaching
- People Management
- Giving Constructive Feedback
- Problem-Solving
- Teamwork and Collaboration
- Call Center Operations
- Leadership
Hobbies and Interests
Enjoy playing and watching hockey and soccer, Enjoy volunteering at soup kitchens and coaching
References
- Waseem, Jabre, Owner, 780 995-4288, Mike's Steakhouse/Bell Mobility, Former Manager, 10 Years Known
- Mike, Salame, Physiotherapist, 780 504-2589, Former Co-Worker, 10 Years Known
- Mark, Roth, 587 568-0453, Government of Canada, Co-Worker
- Marina, Sweiha, 780 245 5511, Norquest College
Languages
Arabic
Professional
English
Native/ Bilingual
French
Limited
References
References available upon request.
Timeline
Team Leader
Government of Canada
07.2021 - Current
Payment Services Officer
Government of Canada
07.2018 - 07.2021
Co-Owner / Operator
Pizza 73 Franchise
01.2008 - 01.2018
Sales Representative / Team Lead, Merchandising Manager
Bell Mobility Inc.
01.2003 - 01.2008
Bachelor of Business Administration Degree -
Northern Alberta Institute of Technology
Marketing Diploma -
Northern Alberta Institute of Technology
Realtors Training Certificate -
Alberta Real Estate Association
High School Diploma -
St. Francis Xavier High School
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