Basic Info

Ahmed Salama

3 years

Cairo, Egypt

Master's Degree

Experienced

Work Experience

Online E-shop Specialist at Vodafone Egypt

Experience Details

Online E-shop Specialist

Marketing/PR/Advertising , Sales/Retail

Experienced (Non-Manager)

Responsible for the online sales fulfilment and revenue actualization, while provide an excellent customer experience within the set SLA. Manage the end to end customer experience from online order submission until the order fulfilment and all related complaints


Company Details

Vodafone Egypt

6th of October, Egypt

More than 1000 employees

Telecommunications

www.Vodafone.com

Jun 2016 to present (6 months)
Senior Representative in ADSL Complaint & Retention Team at Vodafone Egypt Company

Experience Details

Senior Representative in ADSL Complaint & Retention Team

Customer Service/Support

Experienced (Non-Manager)

* Leading Retention Campaigns for deactivated Customers.
* Handle both Technical and billing complaints.
* Handle the customers’ Data complaints, inquires and requests.
* Handling Walk in area, Social Media & CEO Complaints.
* Sharing in new comers training to minimize customer’s complaints and maximize FCR.
* Handle Floor Duties & Multi Task oriented.
* Efficient communication with stake holders.
* Analysing and reporting top reasons for complaints that lead to negative financial impact and pain points to solve from root cause.
* Follow-up efficiently on all customers’ requests and problems to ensure solved from roots to avoid repetition with customers.
* Working as Data retention team for all segments (Consumer & Corporate) achieving high success rate.
* Exceeding customer expectations by providing customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.
* Enhancing processes and operations by Taking new initiatives to derive the business forward and assuring smooth operations.


Company Details

Vodafone Egypt Company (multinational)

maadi, Egypt

N/A

Telecommunications

N/A

Jun 2012 to May 2016 (3 years 11 months)
Touch-points NPS Senior Representative in Life cycle Management at Vodafone Egypt

Experience Details

Touch-points NPS Senior Representative in Life cycle Management

Customer Service/Support

Experienced (Non-Manager)

Contacting all detractor customers across all different touch-points offering them superior experience
by handling their requests & inquiries and exceed their expectations to ensure their satisfaction and
turn them to promoters &working; on all customers’ feedback and insights for enhancements.


Company Details

Vodafone Egypt (multinational)

Maadi, Cairo, Egypt

N/A

Telecommunications

N/A

Mar 2015 to May 2015 (2 months)
Senior E-Gov Advisor for Vodafone International Service at Vodafone International Service

Experience Details

Senior E-Gov Advisor for Vodafone International Service

Customer Service/Support

Entry Level

• Providing Governmental services in cooperation with the Ministry of State for Administrative Development (Elections – Car Fines- Governmental Jobs- Civil Registry Services).


Company Details

Vodafone International Service

Sixth of October, Egypt

More then 1000 employees

Telecommunications

N/A

May 2012 to Jun 2012 (1 month)
Senior Customer Care Representative & Technical support at Vodafone Egypt Company

Experience Details

Senior Customer Care Representative & Technical support

Customer Service/Support

Entry Level

• Customer Care for 888 High & Premium Customers.
• Promote the Best for Customers.
• Own The Case.
• First Case Resolution.
• Handling customer objections.
• Identify & Satisfy the Customer needs.
• Creating Customer value.
• Handle Consumer & Corporate Customers.
• Hold Conformance & Adherence task.
• Participated in 800 auditing


Company Details

Vodafone Egypt Company

maadi, Egypt

More then 1000 employees

Telecommunications

N/A

Jul 2010 to May 2012 (1 year 10 months)
Logistics Specialist at Al- Amal Company for importing

Experience Details

Logistics Specialist

Logistics/Supply Chain

Entry Level

 Manage warehouse logistics.
 Receive & Deliver spare parts.
 Priorities orders & Stocktaking inventory.
 Supervise classification tasks of spare parts.
 Organize the Warehouse in a way that physical count is possible at any time
 Organize the Warehouse to facilitate good housekeeping


Company Details

Al- Amal Company for importing

kalubia, Egypt

101-500 employees

Import and Export

N/A

Jun 2007 to Nov 2009 (2 years 5 months)
Student at Helwan University

Experience Details

Student

Administration

Student

Bachelor's degree in Business Administration, Faculty of Foreign Trade and Commerce

Participated in Success skills Courses Certified by (SIFE) Students In Free Enterprise (Communication skills, Planning skills, Time Management skills & Goal setting skills).


Company Details

Helwan University

Egypt

N/A

Education

N/A

Jan 2005 to Jun 2009 (4 years 5 months)
Training at Training in National bank of Egypt.

Experience Details

Training

Banking

Entry Level

- Opening new Bank accounts.
- Handling Banking transfers.


Company Details

Training in National bank of Egypt.

Egypt

N/A

Banking

N/A

Jul 2006 to Aug 2006 (1 month)

Achievements


 Achieved certificate of appreciation for Best Performance employee over April 2014.
 Achieved Vodafone Employee of the month award over November 2013 as a result of discovering a system gap that contributed negatively on our revenues.
 Top Achiever in Retention Rate over the last 6 Months
 Achieved as a Team, Vodafone Egypt’s complaints department is Number 1 over competitors on speed of response to complaints for 2nd Calendar quarter of 2013 based on NTRA declaration.
 Achieved as a Team, Vodafone Egypt’s complaints department is Number 1 over competitors on speed of response to complaints for 1st Calendar quarter of 2013 based on NTRA declaration.


- Achieved The Top Best Complaint Handling Recognition during April 2015
- Achieved The Top Best Complaint Handling Recognition during March 2015.


I applied a proposal to add more Governmental services in cooperation with Ministry of State for Administrative Development.


1.The 100 Egyptians Case Hero of Maritime Rescue Case (Vodafone Hero for May 2012).
2.First top ranked KPIS team in Vodafone Egypt over May 2011.
3.Team Leader Delegate in duty on June 2011.
4.Auditing on 800 IVR on promotions & Services and suggesting new promotions.
5.Vodafone Appreciation Award in recognition to dedication, passion and going beyond the call of duty during Jan/Feb 2011 Egypt’s crisis.


I Studied and at the same time work to save the money for my Career development after my graduation.


Work & Study at the same time and I managed to make balance between them both.


I managed to finish successfully my training with 100 % accuracy.


I maintained my GPA to be 3.7 in studying MBA

Education

MBA in International Business Administration (MIBA)

Education Details

MBA

International Business Administration (MIBA), Marketing Management

ESLSCA Business School, Egypt

A / Excellent / 85 -100%

Marketing Management Consumer Behavior International Marketing Strategic Marketing Marketing Research Integrated Marketing Communication Managerial Economics Leadership Quantitative Business Analysis

Acquired MIBA

ESLSCA Business School
2012 - 2016
Technical Diploma in Project Management Professional

Education Details

Technical Diploma

Project Management Professional, PMP

Oxford Academy, Egypt

Not specified

Project Management Professional preparation course 38 Hours.

N/A

Oxford Academy
2016 - 2016
Bachelor's degree in Business Administration, Faculty of Foreign Trade and Commerce; in Business Administration

Education Details

Bachelor's degree in Business Administration, Faculty of Foreign Trade and Commerce;

Business Administration

Helwan University., Egypt

Not specified

Business Administration Major

N/A

Helwan University.
2005 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Amr Moussa Secondary School

Egypt

2005

B / Very Good / 75 - 85%

N/A

Amr Moussa Secondary School
2005

Certifications

Local TOEFL
Nov 2011

Certificate details

Local TOEFL

Nov 2011

505

N/A

N/A

Certified by Eslsca

Local TOEFL (Test of English as a foreign Language) Certified by Eslsca

TOEIC
Jul 2010

Certificate details

TOEIC

Jul 2010

640 out of 700

N/A

N/A

AMIDEAST

Attended TOEIC (Test of English for International Communication), Total Score 640 (Basic working proficiency) Certified by AMIDEAST.

Training and Courses

Training/Course Details

Banking

Jul 2006

National bank of Egypt

- Training in National bank of Egypt. 1. Opening new Bank accounts. 2. Handling Banking transfers.

Training/Course Details

Business English

Nov 2012

Berlitz

Finished in Berlitz Proficiency Level 4, Grade: 81% (Very Good) Certified by Berlitz

Training/Course Details

Social Media Marketing - Inbound Marketing

May 2014

School of e-marketing

1. Social Media Science. 2. Social Network Science. 3. Content Marketing. 4. Social Analytic. 5. Social Media Strategic planning. 6. Inbound Marketing.

This profile is not updated!
Last update more than 3 months ago.

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Profile Skills and Keywords

AdministrationAnalyticalArabicBankingBusiness AdministrationBusiness DevelopmentBusiness EnglishCustomer CareCustomer ServiceCustomer-orientedEducationEngagementEnglishHard WorkerI Like ConscienceI Like NetworkingI Like NovelsICDLImport And ExportInternational Business Administration (MIBA)KnowledgeLocal TOEFLLogisticsLogistics SpecialistMBAMarketingMarketing ManagementMicrosoft OfficeMicrosoft OutlookMicrosoft PowerPointOnline E-shop SpecialistPMPPhotoghraphyPlannerProblem SolverProject Management ProfessionalRetailSalesSelf-disciplineSenior Customer Care Representative & Technical SupportSenior E-Gov Advisor For Vodafone International ServiceSenior Representative In ADSL Complaint & Retention TeamSocial MediaSocial Media Marketing - Inbound MarketingSocial Media ScienceStudentSupportTOEICTelecommunicationsTouch-points NPS Senior Representative In Life Cycle ManagementTrainingTransportationTrustVodafone EgyptVodafone Egypt Company

Self-assesed Skills

Languages

English

English

: Fluent

: Advanced

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

1-3 years

ICDL

ICDL

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Marketing

Marketing

: Expert

: Extreme - I love it!

:

Less than 1 year

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

3-5 years

Logistics

Logistics

: Advanced

: Extreme - I love it!

:

1-3 years

Banking

Banking

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Social Media

Social Media

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Key Skills

Analytical, Planner, Hard worker, Customer-oriented, Problem Solver

Online Presence

http://www.linkedin.com/profile/view?id=169747650&trk=nav_responsive_tab_profilehttp://www.linkedin.com/profile/view?id=169747650&trk=nav_responsive_tab_profilehttp://www.linkedin.com/profile/view?id=169747650&trk=nav_responsive_tab_profilehttp://www.linkedin.com/profile/view?id=169747650&trk=nav_responsive_tab_profilehttp://www.linkedin.com/profile/view?id=169747650&trk=nav_responsive_tab_profilehttp://www.linkedin.com/profile/view?id=169747650&trk=nav_responsive_tab_profile

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