Basic Info

Ahmed Fahmy

12 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

Client services manager at Aria systems Inc.

Experience Details

Client services manager

Operations/Management

Manager

Duties:

Manage Customer care, Consulting, Training, Helpdesk, Up Selling, and Data processing teams .

Ensure Providing excellent customer service
Manage the Client Services activities ( staff schedules, workflow, staffing and employee issues, enforce departmental policy and procedures)
Accurately perform registration process for new and existing clients
Assure that staff is provided with proper training, instruction, tools, and methods to perform their jobs.
Lead and motivate staff in handling change, building trust, and partnership. Encourage and build a team environment.
Develop performance measurement mechanisms.
Perform timely performance evaluations,. evaluate all Customer service staff on communication skills and technical knowledge.
Analyze individual and team performance gaps and develop action plans for improvement.
Ensure that all Customer Service representatives have up-to-date product/policies/processes information.
Ensure Customer Service follow-up methods and procedures are complete and meet time standards.
Develop and train senior staff to provide a high level of support.
Create methods to provide feedback and Quality Assurance on identified errors.
Assist with Client Services as needed.
Problem analysis
Handling clients escalations.
Resolve problems that affect the service, efficiency, and productivity of the customer service associates.
Develop standard procedures and policies to better serve customers.
Resolve customer inquiries in timely and accurate fashion to ensure customer satisfaction.
Work force planning.
Managing a sales team
Identifying up selling opportunities, managing sales and pre-sales work.
Achieve up selling target.


Company Details

Aria systems Inc.

Cairo, Egypt

51-100 employees

Computer Software, Information Technology Services, Outsourcing/Offshoring

www.ariasystems.biz

Sep 2011 to present (5 years 3 months)
International Account Senior advisor at Vodafone Egypt

Experience Details

International Account Senior advisor

Customer Service/Support

Experienced (Non-Manager)

Duties:-

Mentoring and supporting technical support Advisors
Handling clients escalations.
Gathering customer interaction trends info for process improvement.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

http://www.vodafone.com.eg/vodafoneportalWeb/en/myWorld_mainPage

Apr 2009 to Sep 2011 (2 years 5 months)
Sales Manager at Hydro trading

Experience Details

Sales Manager

Operations/Management, Sales/Retail

Manager

Duties:

Discover Market potential outlets,identify market sectors.
Achieve sales target
Improve sales followup mechanisms
conduct sales meetings
maintain product demand
recognize market competition
find new sectors
provide prospects in the construction field with technical support that facilitates the supplying process
prepare technical submittals
prepare financial offers
price negotiations
deals closure
expanding business portfolio by attracting new suppliers
creating detailed proposal documents, often as part of a formal bidding process.


Company Details

Hydro trading

Doha, Qatar

11-50 employees

Oil and Gas, Construction - Industrial Facilities and Infrastructure

http://hydroqatar.com/default.htm

Nov 2007 to Apr 2009 (1 year 5 months)
Customer services manager at In&Out; furniture

Experience Details

Customer services manager

Operations/Management

Manager

Duties:-

Manage a team responsible for resolving customer inquiries in timely and accurate fashion to ensure customer satisfaction.
Create and run reports as necessary to discover or track customer ordering trends, arranging manufacturing schedule.
Develop standard procedures and policies to better serve customers.
Manage recruiting, training, and performance management of customer service associates.
Evaluate customer support results and prepare action plan for improvements.
Resolve problems that affect the service, efficiency, and productivity of the customer service associates.
Perform business market analyses to determine customer needs and new opportunities.
Implement plans to improve customer service and company’s revenue.


Company Details

In&Out; furniture

Cairo, Egypt

501-1000 employees

Furniture

http://inoutfurniture.com/

Jan 2006 to Nov 2007 (1 year 10 months)

Education

BC in Law in Law

Education Details

BC in Law

Law

Ain Shams University, Egypt

Not specified

N/A

N/A

Ain Shams University
1998 - 2002
High School - Thanaweya Amma

High School Details

Thanaweya Amma

aziz abaza language school

Egypt

1998

C / Good / 65 - 75%

N/A

aziz abaza language school
1998

Training and Courses

Training/Course Details

Principles of marketing

Jan 2009

American university in Cairo

N/A

Training/Course Details

Consumer behavior

Jan 2009

American university in Cairo

N/A

Training/Course Details

Managment and leadership

Nov 2011

Aria Systems Inc.

N/A

Training/Course Details

Introduction to project management

Mar 2012

Aria Systems Inc.

N/A

Training/Course Details

Marketing concepts

Apr 2010

Vodafone Egypt

Conducted by Guru Philip Cotler

Training/Course Details

Speed of trust

Jun 2011

Vodafone Egypt

Conducted by Stephen Covey

Training/Course Details

Organizational behavior

Nov 2016

American university in Cairo

N/A

This profile is fresh!
Last update 20 days ago.

Jobseeker photo

Profile Skills and Keywords

Adobe PhotoshopAnalyticalArabicAutotask CRMBusiness DevelopmentCRMCinemaClear Business VisionsClient Services ManagerComputer SoftwareConstructionConstruction - Industrial Facilities And InfrastructureConsumer BehaviorCustomer RetentionCustomer ServiceCustomer Services ManagerCustomer-orientedEDIERPEnglishFurnitureGoogle Docs/ SpreadsheetsInformation Technology ServicesInitiativeInternational Account Senior AdvisorIntroduction To Project ManagementLawLeaderManagementManagment And LeadershipMarketing ConceptsMicrosoft OfficeMicrosoft OutlookMicrosoft PowerPointMicrosoft VisioOffshoringOil And GasOrganizational BehaviorOutsourcingPerformance EvaluationPerformance MeasurementPhilosophyPrinciples Of MarketingProblem AnalysisProcess ImprovementResource Development PlanningRetailRunningSalesSales ManagerSpeed Of TrustSupportSupportive EnvironmentsSwimmingTeam BuildingTeam ManagementTeam PlayerTelecommunicationsTrainingUp SellingVodafone EgyptWork Force Management

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

Autotask CRM

Autotask CRM

: Advanced

: Extreme - I love it!

:

3-5 years

Google docs/ spreadsheets

Google docs/ spreadsheets

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft Outlook

Microsoft Outlook

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft Visio

Microsoft Visio

: Intermediate

: Extreme - I love it!

:

1-3 years

Adobe Photoshop

Adobe Photoshop

: Intermediate

: Medium

:

1-3 years

Fields of Expertise

Team management

Team management

: Expert

: Extreme - I love it!

:

More than 7 years

Customer service

Customer service

: Expert

: Extreme - I love it!

:

5-7 years

performance measurement

performance measurement

: Advanced

: Extreme - I love it!

:

5-7 years

problem analysis

problem analysis

: Advanced

: Extreme - I love it!

:

3-5 years

Process improvement

Process improvement

: Advanced

: Extreme - I love it!

:

3-5 years

Customer retention

Customer retention

: Advanced

: Extreme - I love it!

:

3-5 years

Team building

Team building

: Advanced

: Extreme - I love it!

:

3-5 years

Sales

Sales

: Advanced

: Medium

:

More than 7 years

Training

Training

: Advanced

: Medium

:

More than 7 years

Performance evaluation

Performance evaluation

: Advanced

: Extreme - I love it!

:

3-5 years

Furniture

Furniture

: Advanced

: Extreme - I love it!

:

1-3 years

Work force management

Work force management

: Intermediate

: Extreme - I love it!

:

3-5 years

Resource development planning

Resource development planning

: Intermediate

: Extreme - I love it!

:

3-5 years

Up selling

Up selling

: Intermediate

: Medium

:

3-5 years

ERP

ERP

: Intermediate

: Medium

:

3-5 years

EDI

EDI

: Intermediate

: Medium

:

3-5 years

CRM

CRM

: Intermediate

: Medium

:

3-5 years

Construction

Construction

: Intermediate

: Medium

:

1-3 years

Key Skills

Analytical, Leader, Customer-oriented, Initiative, Team Player

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