Basic Info

Ahmed Fahmy

12 years

Giza, Egypt

Master's Degree

Manager

Work Experience

Client services manager at Aria systems Inc.

Experience Details

Client services manager

Operations/Management

Manager

Duties:

 Manage the Client Services projects.
 Ensure Providing excellent customer service through SLA and OLA management.
 Handle the CS/ Call Center recruitment, interviewing hiring and staffing affairs.
 Manage the Client Services activities ( staff schedules, workflow, employee issues, enforce departmental policy and procedures)
 Supervise performing registration process for new and existing clients
 Assure that Call Center staff is provided with proper training, instruction, tools, information 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.
 Ensure Customer Service follow-up methods and procedures are complete and meet time standards.
 Perform statistical analysis of performance and put action plans to address identified errors.
 Handle clients escalations.
 Achieve workforce allocative efficiency and prepare quarterly WFM plans.
 Prepare bottom up annual department budgets.
 Develop standard procedures/processes and policies to better serve customers.
 Ensure the resolution of customer inquiries in timely and accurate fashion to ensure customer Satisfaction.
 Lead Sales Agents on identifying up/cross selling opportunities, plan and manage sales and pre-sales work.


Company Details

Aria systems Inc.

Cairo, Egypt

51-100 employees

Computer Software, Information Technology Services, Outsourcing/Offshoring

www.ariasystems.biz

Sep 2011 to present (6 years 4 months)
International Account Senior advisor at Vodafone Egypt

Experience Details

International Account Senior advisor

Customer Service/Support

Experienced (Non-Manager)

Duties:-

Act as a 2nd line technical support touch point for advanced tech issues.
Mentoring and supporting 1st line 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 2006 to Oct 2007 (11 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/

Jul 2005 to Nov 2006 (1 year 4 months)
Sales Executive at In&Out Furniture

Experience Details

Sales Executive

Administration

Entry Level

N/A


Company Details

In&Out Furniture

Egypt

501-1000 employees

Furniture

N/A

Dec 2003 to Jul 2005 (1 year 7 months)

Achievements


 Executed a strategic cost reduction plan by relocating Aria Technical support and Customer care departments to Cairo office.
 Developed the first quantitatively measured Key performance indicators for Different departments.
 Expanded the business portfolio by launching the Data processing services.
 Developed and implemented a succession plan for the Client services teams, selecting, design and implementation of development plans and promoting calibers to Team leaders positions in Technical support, Customer care and Data processing teams.
 Implemented a scalable process design and team structure for future growth.




 Opened business with contractors of the biggest construction projects in Qatar.


 Established the customer services department.  Formulated work flow mechanisms involving transportation, warehousing and call center departments to centralize the customer services work.  Developed the first quantitatively measured customer satisfaction rating mechanism.

Education

MBA in Marketing

Education Details

MBA

Marketing

Arab Academy for Science, Technology and Maritime Transport, Egypt

Not specified

N/A

N/A

Arab Academy for Science, Technology and Maritime Transport
2017 - 2019 (Expected)
BC in Law

Education Details

BC

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

Certifications

Certificate details

Professional Diploma in Business Adminstration

Apr 2017

N/A

N/A

N/A

American university in Cairo

Courses& Grades:-
Principles of Marketing B+
Human resources management A
Business finance A
Organizational behavior A+
Interpersonal skills A+

Training and Courses

Training/Course Details

Consumer behavior

Jan 2009

American university in Cairo

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

Process improvement

Dec 2011

Aria Systems Inc.

N/A

Training/Course Details

Problem Analysis

Jun 2014

Aria Systems Inc.

N/A

Training/Course Details

Principles of Marketing

Apr 2009

American university in Cairo

N/A

Training/Course Details

Interpersonal communication

Dec 2016

American university in Cairo

N/A

Training/Course Details

Managerial Finance

Feb 2017

American university in Cairo

N/A

Training/Course Details

Human Resources Management

Apr 2017

American university in Cairo

N/A

Training/Course Details

Applied Statistics

Jun 2017

Arab Academy for Science and Technology and Maritime Transportation

N/A

Training/Course Details

Managerial Economics

Jul 2017

Arab Academy for Science and Technology and Maritime Transportation

N/A

Training/Course Details

Contemporary Management

Oct 2017

Arab Academy for Science and Technology and Maritime Transportation

N/A

Training/Course Details

Accounting and Financial reporting

Oct 2017

Arab Academy for Science and Technology and Maritime Transportation

N/A

Training/Course Details

Organizational Behavior

Nov 2016

American university in Cairo

N/A

Jobseeker photo

Profile Skills and Keywords

Accounting And Financial ReportingAdministrationAnalyticalApplied StatisticsArabicAutotask CRMBusiness DevelopmentCRMCinemaClear Business VisionsClient Services ManagerCoachingComputer SoftwareConstruction - Industrial Facilities And InfrastructureConstruction Sector KnowledgeConsumer BehaviorContemporary ManagementCustomer Care ManagementCustomer RetentionCustomer ServiceCustomer Services ManagerCustomer-orientedEDIERPEnglishFurnitureFurniture Sector KnowledgeGoogle Docs/ SpreadsheetsHuman Resources ManagementIT Sector KnowledgeInformation Technology ServicesInitiativeInternational Account Senior AdvisorInterpersonal CommunicationIntroduction To Project ManagementLawLeaderMBAManagementManagerial EconomicsManagerial FinanceMarketingMarketing ConceptsMicrosoft OfficeMicrosoft OutlookMicrosoft PowerPointMicrosoft VisioOffshoringOil And GasOrganizational BehaviorOutsourcingPerformance AppraisalsPerformance EvaluationPerformance ManagementPerformance MeasurementPerformance Metrics DesignPhilosophyPrinciples Of MarketingProblem AnalysisProcess Formulation, Development, Implementation And ControlProcess ImprovementProfessional Diploma In Business AdminstrationProject AdministrationProject Planning And AdministrationRecruitmentResource Development PlanningRetailRoot Cause AnalysisRunningSalesSales ExecutiveSales ManagementSales ManagerSales PlanningStandard Business ManaualsStandard Business ManualsSupportSupportive EnvironmentsSwimmingTeam BuildingTeam ManagementTeam PlayerTechnical Support ManagementTelecommunication Sector KnowledgeTelecommunicationsTrainingUp SellingVodafone EgyptWork Force Management

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

3-5 years

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 Visio

Microsoft Visio

: Intermediate

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Project administration

Project administration

: Expert

: Extreme - I love it!

:

5-7 years

Technical support management

Technical support management

: Expert

: Extreme - I love it!

:

5-7 years

Customer Care management

Customer Care management

: Expert

: Extreme - I love it!

:

More than 7 years

Coaching

Coaching

: Expert

: Extreme - I love it!

:

More than 7 years

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 metrics design

Performance metrics design

: Advanced

: Extreme - I love it!

:

3-5 years

Sales planning

Sales planning

: Advanced

: Extreme - I love it!

:

3-5 years

Root cause analysis

Root cause analysis

: Advanced

: Extreme - I love it!

:

5-7 years

Recruitment

Recruitment

: Advanced

: Extreme - I love it!

:

5-7 years

Process formulation, development, Implementation and Control

Process formulation, development, Implementation and Control

: Advanced

: Extreme - I love it!

:

5-7 years

Standard Business Manuals

Standard Business Manuals

: Advanced

: Extreme - I love it!

:

5-7 years

Performance Appraisals

Performance Appraisals

: Advanced

: Extreme - I love it!

:

5-7 years

Sales Management

Sales Management

: Advanced

: Extreme - I love it!

:

More than 7 years

Performance Management

Performance Management

: Advanced

: Extreme - I love it!

:

More than 7 years

Project planning and administration

Project planning and administration

: Advanced

: Extreme - I love it!

:

5-7 years

Standard Business Manauals

Standard Business Manauals

: Advanced

: Extreme - I love it!

:

5-7 years

Furniture sector knowledge

Furniture sector knowledge

: Advanced

: Extreme - I love it!

:

1-3 years

Telecommunication sector knowledge

Telecommunication sector knowledge

: Advanced

: Extreme - I love it!

:

1-3 years

IT Sector Knowledge

IT Sector Knowledge

: Advanced

: 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

Construction sector knowledge

Construction sector knowledge

: Intermediate

: High

:

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

Key Skills

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

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