Basic Info

Ahmed Afifi

7 years

Giza, 6 October, Egypt

Bachelor's Degree

Experienced

Work Experience

General manager at Magic auto service(family bussines)

Experience Details

General manager

Installation/Maintenance/Repair

Manager

1-marketing and making deals with companies.
2-handling customers and make sure they the most satisfaction he can get.
3-dealing with insurance companies.
4-financiaL responsibilities.
5-leading the working team and motivate them to get the job done and achieve the target.


Company Details

Magic auto service(family bussines)

Giza, Egypt, Egypt

11-50 employees

Automotive

N/A

Nov 2010 to present (6 years 1 month)
Customer service representative at Abu Dabi Islamic Bank

Experience Details

Customer service representative

Banking, Customer Service/Support

Experienced (Non-Manager)

Successfully promoted the cash back card maintenance task to be done day by day instead of being processed in 2 weeks.
• Responsible for the credit card maintenance task .
• Assisting my call center manager to built new share point to work at and register the new requests from customer by call center which decreased the mistakes by 80 % percent avoiding a lot of complaints and dissatisfaction.
• Monitoring the cards and escalating any suspicious usage of the cards like the business use or fraud cases to my manager and the cards business team.
• Promoted my experience with searching all he time for new info and sharing with my colleagues to improve our performance and exceeding our KPIS.
• Following with the complaints team and escalating complaint to the other departments.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Responsible for the cash back card (credit card) inquiries.
• Communicating with the credit card maintenance team for any modification with cards.
• Responsible for card delivery operation and statement inquiries.
• Handling all Customers Problems with their accounts in the bank including the branches back up.
• Activating the credit cards and debit cards and replacements (maintenance) and sent daily reports with the Cards.
• Responsible for Customers Inquires at the website.
• Maintains customer records by updating account information.


Company Details

Abu Dabi Islamic Bank (multinational)

Giza, 6 October, Egypt

More than 1000 employees

Banking

N/A

Dec 2013 to present (3 years)
Info Line call attendant – protection unit at (UNHCR) at UNHCR

Experience Details

Info Line call attendant – protection unit at (UNHCR)

Customer Service/Support

Experienced (Non-Manager)

• Answer phones and respond to person of concern to UNHCR requests and provide information about UNHCR procedure to the citizens via phones, e-mails and Social Media pages as a receiver.

• Provide counseling to refugees and asylum seekers in need of UNHCR’s intervention and support in the field and ensure proper feedback is provided to persons of concern.

• Daily case management for the most vulnerable cases .
• Refer the person of concern`s cases to the proper unit according to the phone assessment with the applicant according to the criteria.
• Report the detention cases to the protection unit and follow up with concerned unit.
• Follow up with the person of concern the services provided by our NGO`s partners and raise any complaint regarding the services.
• Arrange appointment for new registration and verification for the applicant cases.
• Recognize, document and alert the supervisor of trends in customer calls.
• Follow-up on person of concern inquiries not immediately resolved.
• Complete call logs and reports.
• Maintains the info-line database by entering information.
• Determine the cases in need for fast track upon the phone screening process and refer those cases to the concerned unit.


Company Details

UNHCR (multinational)

Egypt

More than 1000 employees

Non-Profit Organizations

UNHCR.org

Mar 2016 to present (9 months)
Senior Clerk_Consumer Finance maintenance at Abu Dhabi Islamic Bank at Abu Dabi Islamic Bank

Experience Details

Senior Clerk_Consumer Finance maintenance at Abu Dhabi Islamic Bank

Accounting/Finance, Banking

Experienced (Non-Manager)

Proceed with early settlement profit refund after approval by authorizer based on credit program matrix
• Post finance maintenance transactions on GFS
• Collateral control by reviewing daily fully secured booked deals blocked collaterals
• Handle complaints within agreed upon turnaround time
• Execute testing scenarios by Attending (UAT) for retail, business banking & Gold
• Execute releasing and blocking collaterals for secured facilities on system after obtaining proper approvals
• USD Skuk manual handling by placing hold
• Execute early and partial settlements on system
• Handle car traffic renewals issuance and system data update for insurance & car details
• Handle issuing clearance & facility balance Certificates
• Handle issuing releasing letters
• Execute releasing hold for buyout incremental amounts as per policy
• Reporting of any problem /bug in system
• Review comments for pending cases to be send to the source for rectification after unit head approval
• Prepare daily reports and MIS
• Processing the Fast Track workflow for priority customers


Company Details

Abu Dabi Islamic Bank (multinational)

Cairo, Egypt

More than 1000 employees

Banking

ADIB.EG

Sep 2015 to Mar 2016 (6 months)
Call center agent at Raya Contact Center

Experience Details

Call center agent

Customer Service/Support

Entry Level

• Responsible for the cash back card campaign.
• Handling all Customers Problems with their accounts in the bank.
• Making transaction between customer's accounts.
• Responsible for the Telesales program.
• Responsible for Customers Inquires at the website.
• Prepares product or service reports by collecting and analyzing customer information.


Company Details

Raya Contact Center (multinational)

Giza, Egypt, Egypt

More than 1000 employees

Consumer Services

N/A

Aug 2013 to Dec 2013 (4 months)
Branch asssistant manager at Mobinil

Experience Details

Branch asssistant manager

Sales/Retail

Experienced (Non-Manager)

• Maintains control over audit procedures to ensure compliance with controls. If
Weaknesses are identified try to fix ASAP.
• Maintains knowledge of the products and services in order to
Efficiently train and motivate staff to cross-sell.
• Provides training to staff in regard to operations and policies.
• Schedules, supervises, and motivates branch staff in an effort to maintain optimal
Member service satisfaction levels.
• Coaches staff to fulfill business plan goals.
• Assists in evaluating staff’s work performance by helping to prepare and deliver
Annual reviews and performing coaching sessions.
• Monitors quality of service for members, and ensures that employees are maximizing
Opportunities to sell products.
• Assists in the interviewing, hiring and training of new members service.


Company Details

Mobinil

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Sep 2009 to Sep 2010 (1 year)
Sales representative at Mobinil

Experience Details

Sales representative

Sales/Retail

Entry Level

• Focuses sales efforts by studying existing and potential volume of dealers.
• Submits orders by referring to price lists and product literature.
• Keeps management informed by submitting activity and results reports, such as daily reports, weekly work plans, and monthly and annual territory analyses.
• Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
• Provides historical records by maintaining records on area and customer sales.
• Contributes to team effort by accomplishing related results as needed


Company Details

Mobinil

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jul 2007 to Jun 2009 (1 year 11 months)

Education

College Diploma in Non governemental organization

Education Details

College Diploma

Non governemental organization

Cairo University, Egypt

Not specified

NGO`s Management

N/A

Cairo University
2016 - 2017 (Expected)
bachelor degree accounting major in Accounting

Education Details

bachelor degree accounting major

Accounting, 1

Helwan University, Egypt

Not specified

Accounting

N/A

Helwan University
2005 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Ibn Khaldon

Egypt

2005

A / Excellent / 85 -100%

N/A

Ibn Khaldon
2005

Certifications

Certificate details

UN Programme On The Prevention Of Harassment, Sexual Harassment and Abuse Of Authority

Mar 2016

N/A

N/A

N/A

UN

N/A

Certificate details

Protection Induction Programme

Mar 2016

N/A

N/A

N/A

UN

N/A

Certificate details

Advanced Security In the Field

Mar 2016

N/A

N/A

N/A

UN

N/A

Training and Courses

Training/Course Details

Customer service

Aug 2014

Raya conatct center

N/A

Training/Course Details

Customer service

Jan 2015

Scitron academy

N/A

Training/Course Details

• Customer service Excellency teqniques

May 2015

Vodafone

N/A

Training/Course Details

• English conversation Course

May 2011

American academey

N/A

This profile is not updated!
Last update more than 2 months ago.

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Profile Skills and Keywords

Abu Dabi Islamic BankAccountingAdvanced Security In The FieldAnalyticalAutomotiveBankingBranch Asssistant ManagerBusiness DevelopmentCall CenterCall Center AgentConsumer ServicesCredit CardCustomer ServiceCustomer Service RepresentativeEnglishFinanceGeneral ManagerHard WorkerInfo Line Call Attendant Protection Unit At (UNHCR)InitiativeInstallationInsuranceInternet SearchMaintenanceMicrosoft OfficeNon Governemental OrganizationNon-Profit OrganizationsOperationProblem SolverProtection Induction ProgrammeRaya Contact CenterRepairRetailSalesSales RepresentativeSenior Clerk_Consumer Finance Maintenance At Abu Dhabi Islamic BankSupportSupportiveTelecommunicationsUN Programme On The Prevention Of Harassment, Sexual Harassment And Abuse Of AuthorityUNHCR Customer Service Excellency Teqniques English Conversation Course

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Advanced

Tools and Technologies

Internet Search

Internet Search

: Advanced

: High

:

1-3 years

Microsoft Office

Microsoft Office

: Intermediate

: High

:

1-3 years

Fields of Expertise

credit card

credit card

: Advanced

: High

:

1-3 years

sales

sales

: Advanced

: Medium

:

3-5 years

customer service

customer service

: Advanced

: Medium

:

1-3 years

Automotive

Automotive

: Advanced

: Medium

:

1-3 years

Banking

Banking

: Advanced

: High

:

1-3 years

call center

call center

: Advanced

: Medium

:

1-3 years

Operation

Operation

: Intermediate

: High

:

1-3 years

Key Skills

Analytical, Hard worker, Initiative, Problem Solver, Supportive

Online Presence

https://www.linkedin.com/home?trk=nav_responsive_tab_home

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