Basic Info

Ahmed Hussein

3 years

Maadi, Cairo, Egypt

Master's Degree

Experienced

Work Experience

Online E-shop Specialist at Vodafone Egypt

Experience Details

Online E-shop Specialist

Logistics/Supply Chain, Customer Service/Support, Marketing/PR/Advertising

Experienced (Non-Manager)

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 journey and logistics.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.Vodafone.com

Jun 2016 to present (6 months)
Senior Representative in Data Complaints& Retention at Vodafone Egypt

Experience Details

Senior Representative in Data Complaints& Retention

Customer Service/Support, Project/Program Management

Experienced (Non-Manager)

Handle the customers’ Data complaints, inquires and requests from all channels.
 Analysing and reporting top reasons for complaints that lead to negative financial impact and pain
points to solve from root cause.
 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.
 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 (multinational)

maadi, Egypt

More than 1000 employees

Telecommunications

N/A

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

Experience Details

Touch-points NPS Senior Representative

Customer Service/Support, Analyst/Research, Marketing/PR/Advertising

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

More than 1000 employees

Telecommunications

N/A

Feb 2015 to May 2015 (3 months)
Senior E-Gov. Advisor at Vodafone International Services.

Experience Details

Senior E-Gov. Advisor

Customer Service/Support

Experienced (Non-Manager)

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


Company Details

Vodafone International Services. (multinational)

6th of October, Egypt

N/A

Telecommunications

N/A

May 2012 to Jun 2012 (1 month)
Senior Customer Care Representative at Vodafone Egypt

Experience Details

Senior Customer Care Representative

Customer Service/Support

Experienced (Non-Manager)

 Caring 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 (multinational)

Maadi, Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

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

Experience Details

Logistics Specialist

Logistics/Supply Chain, Administration

Entry Level


 Managed warehouse logistics.
 Receive & Deliver spare parts.
 Priorities orders & Stocktaking inventory.
 Supervised classification tasks of spare parts.


Company Details

Al- Amal Company

Cairo, Egypt

51-100 employees

Automotive, Logistics and Supply Chain

N/A

Jun 2007 to Nov 2009 (2 years 5 months)
Trainee (intern) at National bank of Egypt

Experience Details

Trainee (intern)

Banking

Entry Level

 Opening new Bank accounts.
 Handling Banking transfers.


Company Details

National bank of Egypt

kalubia, Egypt

More than 1000 employees

Banking

N/A

Jul 2006 to Aug 2006 (1 month)

Achievements


Achieved The Top Best Complaint Handling Recognition during September 2015.
- Achieved The Top Best Complaint Handling Recognition during August 2015.
- Achieved Vodafone recognition of top performance during July 2015.
- Achieved The Top Best Complaint Handling Recognition during June 2015.
- Achieved The Top Best Complaint Handling Recognition during May 2015.
- Achieved the highest retention rate over 10 months consistently by 57% Success rate.
- Achieved The Top Best Complaint Handling Recognition during January 2015.
- Achieved Vodafone recognition of top performance during January 2015.
- 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.


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


- Recognized as Vodafone Hero for May 2012, for a true success story that I helped 97 Egyptians in Maritime
Rescue Case & it was published in Akhbar al Youm Newspaper.
- Enhancing Customer experience: Participated in 800 IVR Auditing project on promotions & Services scripts and
suggesting adding new promotions to enhance customer experience.
- Honoured the Vodafone Appreciation award in recognition to dedication, passion and going beyond the call of
duty during Jan/Feb 2011 Egypt’s crisis and curfew time.


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


Best punctual Trainee in trainees patch
I managed to finish successfully my training with 100 % accuracy.


I maintained my GPA to be 3.7 in studying MBA

Education

Technical Diploma in PMP

Education Details

Technical Diploma

PMP, Project Management Professional

Oxford Academy, Egypt

Not specified

Project Management Professional preparation course 38 Hours.

N/A

Oxford Academy
2016 - 2016
MBA in Marketing Management

Education Details

MBA

Marketing Management

ESLSCA Business School, Egypt

A / Excellent / 85 -100%

Marketing Management Marketing Research Leadership Cross Culture Communication & Negotiations Managerial Economics Strategic Marketing International Marketing Accounting for Managers

Consumer Behavior Introduction to Competitive Intelligence Contemporary Management Financial Management Integrated Marketing Communication Quantitative Business Analysis Strategic Management HR

ESLSCA Business School
2012 - 2015
Bachelor's degree in Business Administration in Business Administration

Education Details

Bachelor's degree in Business Administration

Business Administration, Commerce, Marketing

Faculty of Commerce and Business Administration, Helwan University, Egypt

Not specified

Marketing Research Strategic Management Accounting Economics Human Resources Management Statics Finance Law Politics Contemporary Management Leadership

N/A

Faculty of Commerce and Business Administration, Helwan University
2005 - 2009

Certifications

TOEIC
Jul 2010

Certificate details

TOEIC

Jul 2010

640

N/A

N/A

AMIDEAST

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

Local TOEFL
Nov 2011

Certificate details

Local TOEFL

Nov 2011

510

N/A

N/A

ESLSCA

Local TOEFL (Test of English as a foreign Language)

Training and Courses

Training/Course Details

Social Media Marketing

Mar 2014

School of e-marketing

Social Media Marketing Training by School of e-marketing 60 Hours.  Social Media Science  Social Network Science  Content Marketing  Social Analytics  Social Media Strategic planning  Inbound Marketing

Training/Course Details

Graduated Resource Program Diploma

Mar 2010

Future Generation Foundation

Achieved a Diploma in BBSA "Basic Business Skills & Acquisition" -Graduated Resource Program- (GRP) sponsored by (FGF) Future Generation Foundation provided by AMIDEAST&Global; Knowledge. Trainee  Developed Business English Language (Finished Intermediate stage 3) and Computer Skills (MS Office 2003).  Enhanced (presentation, interpersonal, teamwork, and project development skills).  Acquired basic business skills including (Business correspondence, Sales, Customer Care, Administrative Skills, HRM, Accounting and Marketing).  Dale Carnegie Seminar including (strengthen and enhance people communication, leadership skills).  Professional Management Expertise Centre (PMEC) training including (Accounting- Finance- Marketing - Sales).  Specialized training in "Sales" provided by AMIDEAST including: 1. Master business Selling skills. 2. Master business Negotiation skills.

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

Jobseeker photo

Profile Skills and Keywords

AchievementsAdministrationAnalyticalArabicAutomotiveBankingBusiness AdministrationBusiness AnalysisChessCommerceComputerCustomer Relationship ManagementCustomer ServiceCustomer-orientedEnglishGraduated Resource Program DiplomaHard WorkerInitiativeInternetInterpersonal SkillsLeadershipLocal TOEFLLogisticsLogistics And Supply ChainLogistics SpecialistMBAMarketingMarketing ManagementMicrosoft OfficeMicrosoft WordMoviesMusicOnline E-shop SpecialistPMPPhotographyPlannerPlanningPresentationProgram ManagementProjectProject Management ProfessionalResearchRetentionSales & Negotiations SkillsSenior Customer Care RepresentativeSenior E-Gov. AdvisorSenior Representative In Data Complaints& RetentionSocial MediaSocial Media MarketingSupportTOEICTelecommunicationsTouch-points NPS Senior RepresentativeTraineeTransportationVodafone EgyptVodafone International Services.

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Fluent

: Fluent

: Advanced

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

3-5 years

Internet

Internet

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

3-5 years

Computer

Computer

: Advanced

: High

:

3-5 years

Fields of Expertise

Customer Relationship Management

Customer Relationship Management

: Expert

: Extreme - I love it!

:

3-5 years

Retention

Retention

: Expert

: Extreme - I love it!

:

3-5 years

Sales & Negotiations Skills

Sales & Negotiations Skills

: Advanced

: Extreme - I love it!

:

3-5 years

Leadership

Leadership

: Advanced

: High

:

1-3 years

Marketing Management

Marketing Management

: Advanced

: Extreme - I love it!

:

1-3 years

Interpersonal Skills

Interpersonal Skills

: Advanced

: Extreme - I love it!

:

5-7 years

Social Media Marketing

Social Media Marketing

: Intermediate

: Extreme - I love it!

:

1-3 years

Logistics

Logistics

: Intermediate

: High

:

1-3 years

Presentation

Presentation

: Intermediate

: Extreme - I love it!

:

1-3 years

Business Analysis

Business Analysis

: Intermediate

: High

:

1-3 years

Key Skills

Analytical, Planner, Hard worker, Customer-oriented, Initiative

Online Presence

https://www.linkedin.com/in/ahmedhusseinsalamahttps://twitter.com/AhmedHussein_Sahttps://www.linkedin.com/in/ahmedhusseinsalamahttps://www.linkedin.com/in/ahmedhusseinsalamahttps://www.linkedin.com/in/ahmedhusseinsalama

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