Basic Info

Ahmed Olwan

More than 15 years

Cairo, Egypt

Master's Degree

Manager

Work Experience

After Sales Manager at Sky Distribution

Experience Details

After Sales Manager

Operations/Management, Installation/Maintenance/Repair

Manager

• Building Sky-Samsung After Sales service network operation from scratch (Set up 14 service centers , Hiring staff, Organization chart, setting processes, in-house system workflow, managing suppliers, …etc.).
• Designed and documented all new operations and procedures manual that is currently being used by employees in the training and developing process that brought metrics within satisfactory levels.
• Managing all after sales teams: Customer Care, Maintenance, Call Center and Technical Support teams.
• Managing the business relation with Vendors and regulatory bodies concerning business, technical issues and audits.
• Member of the organization strategic committee that is responsible to develop the business.
• Accountable for After Sales profit & loss statement.
• Responsible for After sales business development according to company strategy objectives.
• Setting teams objectives to achieve after sales objectives.
• Developed department score card programs that resulted in an improvement in evaluation for individual and for the overall Consumer Service department in the following areas: productivity, efficiency, quality DPMO, and product knowledge.


Company Details

Sky Distribution

Cairo, Egypt

501-1000 employees

Telecommunications

N/A

Oct 2013 to Oct 2016 (3 years)
Maintenance Manager at I2

Experience Details

Maintenance Manager

Installation/Maintenance/Repair

Manager

• Maintain operational proficiencies of a department by managing the delivery of support services and operational requirements of the customer.
• Follow up Technical Staff performance on daily/Weekly Monthly basis by provide suitable target to align with Nokia and Samsung Target (TAT, Bounce, URT, and reporting accuracy).
• Review maintenance staff performance /ASV and shall be achieved Company target.
• Ensure that the productivity goals for the team are met, including service level/utilization and customer satisfaction.
• Evaluate the staff on quarterly basis to take the corrective and preventive action to develop technician’s performance and achieve their target.
• Manage labor and non-labor costs to ensure business profitability to the contribution margin level. Ensures compliance and achievements as defined in the annual budget.
• Collection points project handling (repair procedure, cash control, problem solving …).
• Manage and monitor retailer’s performance by applying the standard process between ASV’s and retailers to be aligned with partner’s Standard target.

• Submit and create the reports needed on time.
• Improve and develop collection point’s project by gaining more collection points, repairs volume, and reduce Courier charging.


Company Details

I2

Cairo, Egypt

501-1000 employees

Telecommunications

N/A

Oct 2011 to Oct 2013 (2 years)
Maintenance Operations Manager at Ring Distribution (Orascom Telecom)

Experience Details

Maintenance Operations Manager

Operations/Management

Manager

 Maintaining, updating, and improving all service process on a continual basis.
 Ensure the application of manufacturer requirements in all maintenance cycles.
 Handling annual budget and business plan.
 Reviewing all technical requirements and training plan and taking all necessary actions to ensure that a minimum level of skills are maintained in the Service Center and other Service points.
 Ensure the applications of ISO standards (Ring service centers are certified for ISO 9001/14001).
 Analyzing the KPIs for repair & Quality Control teams monthly.
 Auditing all repair & Quality Control stations periodically.
 Recruiting all operations team candidates.
 Responsible of achieving maintenance targets.
 Setting objectives for repair and Quality Supervisors, and monitor performance.
 Maintain close cooperation with Customer care management to reach customer satisfaction targets.


Company Details

Ring Distribution (Orascom Telecom)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jun 2002 to Oct 2011 (9 years 4 months)
Maintenance Engineer at Raya

Experience Details

Maintenance Engineer

Engineering - Telecom/Technology

Entry Level

 Maintenance of GSM mobiles
 Leading maintenance team


Company Details

Raya

Cairo, Egypt

501-1000 employees

Telecommunications

N/A

Nov 2000 to Jun 2002 (1 year 7 months)

Achievements



1.Ranking Number One Samsung Service Provider for full year out of five service providers in Egypt.
2.Building Sky-Samsung After Sales service network operation from scratch (Set up 14 service centers , Hiring staff, Organization chart, setting processes, in-house system workflow, managing suppliers, …etc.).
3.Running profitable P&L due to accurate business case planning and continuous monitoring of all business and operational KPIs daily , weekly and monthly.




1.Best Performance Achiever during 2012 in I2.
2.Ramping up Samsung business to achieve best technical and business KPIs.
3.Improve Nokia business and operation operational KPIs.
4.All above points reflected on increasing Revenue and Profit.


1.Outstanding performance during Year 2007 in RING (Subsidiary of Orascom Telecom).
2.Outstanding performance during Year 2002 in RING (Subsidiary of Orascom Telecom).



Education

MBA in Retail

Education Details

MBA

Retail

Arab Academy for Science, Technology and Maritime Transport, Egypt

A / Excellent / 85 -100%

N/A

N/A

Arab Academy for Science, Technology and Maritime Transport
2010 - 2012
B.Sc. in Communications and Electronics

Education Details

B.Sc.

Communications and Electronics

Faculty of Engineering - Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of Engineering - Cairo University
1995 - 2000
This profile is fresh!
Last update 1 days ago.

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Profile Skills and Keywords

After Sales ManagerAnalyticalArabicCall Center ManagmentCommunications And ElectronicsCustomer CareEnglishFootballHard WorkerInitiativeInstallationLeaderMBAMaintenanceMaintenance EngineerMaintenance ManagerMaintenance Operations ManagerManagementMobile Phones MaintenanceMusicOperations ManagmentPlannerRepairRetailRetail Chain ManagmentTechnologyTelecommunications

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Fields of Expertise

Mobile Phones Maintenance

Mobile Phones Maintenance

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Care

Customer Care

: Expert

: High

:

More than 7 years

Operations Managment

Operations Managment

: Expert

: Extreme - I love it!

:

More than 7 years

Retail Chain Managment

Retail Chain Managment

: Expert

: Extreme - I love it!

:

More than 7 years

Call Center Managment

Call Center Managment

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Analytical, Leader, Planner, Hard worker, Initiative

Online Presence

https://www.linkedin.com/in/ahmed-olwan-91779227?trk=hp-identity-name

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