Basic Info

Abdelrahman ElRamly

10 years

Cairo Governorate, Egypt

Bachelor's Degree

Manager

Work Experience

Store Manager at Vodafone retail Egypt

Experience Details

Store Manager

Sales/Retail

Manager

· Set monthly target aligned with corporate monthly sales objective target including trigger and overachieve values.
· Develop store sales plans to achieve the committed target.
· Monitor and track the execution of the plan on daily basis with the store team leaders and to take proactive measures to align it in case of deviation.
· Develop marketing activities to boast the sales aligned with corporate portfolio and market campaign.
· Develop reporting on daily, weekly and monthly basis including the performance and sales trends and analysis.
· Set personal objectives for all the staff to ensure meeting corporate objectives and key performance indicators.
· Perform monthly review with team leader to follow upon objective progress and adjust whenever required.
· Conduct monthly meeting to ensure effective communication between staff and management.
· Plan individual development plans with different team members.


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)

· Handle customers’ complaints and/or inquires and gaining the highest level of satisfaction.
· Achieve the best service level that required according to company regulations.
· Update and refresh the product knowledge for the junior agents to deliver the right information to our customer.
· Act as an 1st level escalation point for the junior agents.
· Maintaining the call center different Key Performance Indicators.


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

· Handle customers’ complaints and/or inquires and gaining the highest level of satisfaction
· Achieve the best service level that required according to company regulations
· Update and refresh the product knowledge for the junior agents to deliver the right information to our customer.
· Act as an 1st level escalation point for the junior agents.
· Maintaining the call center different Key Performance Indicators


Company Details

Raya Contact Center

Giza, Egypt

101-500 employees

Consumer Services

WWW.RAYA.COM

Jun 2004 to Sep 2005 (1 year 3 months)

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 28 days ago.

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Profile Skills and Keywords

AdaptiveAgent Call CenterArabicArtsBusiness DevelopmentConsumer ServicesCustomer ServiceCustomer Service CertifiedCustomer Service RepresentativeCustomer-orientedEffective Time ManagementEmotions IntelligenceEnglishFlexibleFundamentals For SuccessHR TrainingHard WorkerItalianLeaderMicrosoft Certified System EngineeringMicrosoft OfficeMobile TechnologyOutsourcing Call Center Vodafone EgyptRetailSalesStore ManagerSupportSupportiveSystem 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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