Basic Info

Abdelrahman ElRamly

10 years

Cairo Governorate, Egypt

Bachelor's Degree

Manager

Work Experience

Senior Team leader at Vodafone retail Egypt

Experience Details

Senior Team leader

Sales/Retail

Manager

Our duties:
• For the sales rule:
Providing Vodafone products & services, get their satisfaction by offering them their needs, exceeds their value of information to be aware of our products especially the strategic one & all that by up selling ✗ selling technique with target commitment that we have to achieve month over month & year over year, also focusing on the percentage of the revenue especially the sales revenue & the cure of selling items
• For the customer care rule:
Handling customers complaints, getting their inquires, gaining the highest level of satisfaction & that by achieving the best service level that required according to Vodafone regulations, also refresh & update the product knowledge for the Sales Rep to deliver the right information to our customer & to avoid misleading
• For the management rule:
Observing & monitoring the store result, Managers& leaders & their progressing month over month & that by Store monthly meeting applied and documented with a serialized action plan of the monthly findings, also conducting leaders weekly meeting, conducting skip level & one to one meeting with documented feedback, managers and leaders development plan compliance, also spot talents and development for existing employees as well as their compliance & meeting deadlines for the requested tasks and reports


Company Details

Vodafone retail Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Retail

www.vodafone.com.eg

Feb 2007 to May 2016 (9 years 3 months)
Customer Service Representative at Outsourcing Call Center Vodafone Egypt

Experience Details

Customer Service Representative

Customer Service/Support

Experienced (Non-Manager)

Agent call center taking inbound calls in call center Vodafone Egypt getting customers inquires solving their problem, handling their complains, provide them new service, making survey to take their opinions about Vodafone service & network.
Also making outbound calls to verify customer’s data & enter it especially those who are segment Premium customers.
*Get Thanks Letter from Manger of CRM of Vodafone Duncan Howard (Supporting project Siebel)


Company Details

Outsourcing Call Center Vodafone Egypt (multinational)

Cairo, Egypt

501-1000 employees

Consumer Services

WWW.VODAFONE.COM.EG

Sep 2005 to Jan 2007 (1 year 4 months)
Agent call center at Raya Contact Center

Experience Details

Agent call center

Customer Service/Support

Entry Level

Working at McDonald's Project as an agent call center taking food orders & offering new promotions also try to solve their complains if anything goes wrong with their orders.


Company Details

Raya Contact Center

Giza, Egypt

101-500 employees

Consumer Services

WWW.RAYA.COM

Jun 2004 to Sep 2005 (1 year 3 months)
Sales Representative at Raya Distribution

Experience Details

Sales Representative

Sales/Retail

Student

Sales representative as the company provides technology tools & business solution devices like GPS devices, mobiles, I mate handsets even for individuals or corporate customers & with target commitment that related to commission system & focus on the percentage of the selling items & gross of the monthly revenue & the yearly profit


Company Details

Raya Distribution

Giza, Egypt

101-500 employees

Electronics and Semiconductors

N/A

Feb 2003 to Apr 2004 (1 year 1 month)

Achievements


In order to enhance our results & push it higher I made a plan to motivate my team that divide in two parts, Part one I made a monthly racing cars board shows their individual daily achievement by percentage in a descending way (from first till the last one), and that to encourage the low performance & achievers to push their sales to catch up their colleges in order to complete their requested monthly target & granted their full salary payment, and that made the purpose of it as we are now achieving our monthly target with its aspects every month for more than one year for now, and For Part two I made a one to one with each member of the staff to discuss with him his points of strength & how to enhance these points to made a high level of performance with a smart effort and also how to motivate himself even in the most pressed time and turn the negatives to a positives to sustain his level of performance during his daily operation time


Education

BA in Arts

Education Details

BA

Arts

Ain Shams University, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Ain Shams University
1997 - 2004
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Saint Joseph Maronite Language School

Egypt

1997

A / Excellent / 85 -100%

N/A

Saint Joseph Maronite Language School
1997

Certifications

Certificate details

Customer Service Certified

Sep 2005

90 out of 100

N/A

N/A

Raya Academy

: Customer Service & Handling Complaints

Certificate details

Microsoft Certified System Engineering

Jul 2004

80 out of 100

N/A

N/A

MTI institute

N/A

Training and Courses

Training/Course Details

Emotions intelligence

Dec 2009

Innovative Group

To enhance our Shift skills and balance our life cycle with work

Training/Course Details

Fundamentals for success

Nov 2007

Vodafone Academy

Soft Skills

Training/Course Details

Effective Time Management

Feb 2009

Logic Management Consulting

N/A

This profile is fresh!
Last update 13 days ago.

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Profile Skills and Keywords

AdaptiveAgent Call CenterArabicArtsBusiness DevelopmentConsumer ServicesCustomer ServiceCustomer Service CertifiedCustomer Service RepresentativeCustomer-orientedEffective Time ManagementElectronics And SemiconductorsEmotions IntelligenceEnglishFlexibleFundamentals For SuccessHR TrainingHard WorkerItalianLeaderMicrosoft Certified System EngineeringMicrosoft OfficeMobile TechnologyOutsourcing Call Center Vodafone EgyptRetailSalesSales RepresentativeSenior Team LeaderSupportSupportiveSystem Application (orcale)Vodafone Retail Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Italian

Italian

: Intermediate

: Intermediate

: Beginner

: Intermediate

Tools and Technologies

System Application (orcale)

System Application (orcale)

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

Mobile Technology

Mobile Technology

: Advanced

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

HR Training

HR Training

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Leader, Hard worker, Customer-oriented, Flexible / Adaptive, Supportive

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