Basic Info

Ahmed Zahran

10 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Vodafone Global Account Manager at Vodafone Global Enterprise

Experience Details

Vodafone Global Account Manager

Customer Service/Support

Experienced (Non-Manager)

VGE is a multinational company which provides telecommunications and information technology solutions to enable multi-national organizations to stay agile and competitive.
Role Includes:
 Act as the primary point of contact for the Multinational Global Corporates in VGE.
 Act as Global Account Champion (Account Executive) for Honda, Peugeot Citroen, Air Products, GES SIEMSA, Ericsson, Avis and Siemens.
 Lead VGE operation team to manage ongoing relationship with Internal Operators and External Customers in a world class communication edge.
 Develop and provide internal training programs to VGE operation team on communication framework and how to handle incoming communication and fulfil customer’s requests.
 Delivering Accounts from the On-Boarding team & implementing a few customers to the Operations to maintain the process within the Operations department.
 Use root cause analysis to recognize issues and develop process improvements.
 Work with the Account Global Service Manager to lead the communication between the customer on one end and the operators ( Op Co, Partner, Affiliate …etc.) and regional helpdesks on the other end on a global scale to ensure that customer requests are fulfilled in a timely fashion with the best possible quality.
 Work with the Account Global Service Manager to identify potential
business opportunities and how to utilize them.
 Control and audit the information required to manage the service offered to the customers by maintaining a database of controlled items.
 Ensure proper, clear, unified and meticulous communication is implemented across all departments on global scale.
 Follow ITIL framework in Incident Management best practices, SLA Escalations and life cycle management of requests and incidents as implied by business protocols.
 Analyze any communication or process gabs and work quickly and efficiently to resolve any issues and improve existing process.
 Produce periodic reports to the Global Service Manager to display VGE and Operators performance and periodic customer-face dashboard to highlight the overall VGE performance, challenges and achievements.


Company Details

Vodafone Global Enterprise (multinational)

Giza, Egypt

More than 1000 employees

Telecommunications

N/A

Oct 2014 to present (2 years 2 months)
Service Desk Advisor at Vodafone Global Enterprise

Experience Details

Service Desk Advisor

Customer Service/Support

Experienced (Non-Manager)

Liaise between customer on one end and the operators ( Op Co, Partner, Affiliate …etc.) and regional helpdesks on the other end on a global scale to ensure the role deliverables and customer requests are fulfilled in a timely fashion with the best possible quality
 Receive and handle incidents in a timely and meticulous manner through “Remedy” as regards to details of the incidents and deadlines.
 Ensure proper, clear and meticulous logging of received emails, requests, incidents, calls…etc. using the designated tools and methods
 Following Incident Management best practices, SLA Escalations and life cycle management of requests and incidents as implied by business protocols.
 Follow up with excellent communication and escalate properly the anticipated, close and established breaches to ensure the best timelines achievement.
 Monitor and escalate all incidents according to agreed service levels and ITIL standards.
 Responsible for end-to-end diagnostics and resolution-ensuring that full details are learnt from customer in advance of engagement with OpCos / Partners /Affiliates.
 Control and audit the information required to manage the service offered to the customers by maintaining a database of controlled items (e.g. devices +SIM cards), their status and life cycle.


Company Details

Vodafone Global Enterprise (multinational)

Giza, Egypt

More then 1000 employees

Telecommunications

N/A

Dec 2013 to Oct 2014 (10 months)
Technical Support Advisor at Vodafone UK

Experience Details

Technical Support Advisor

Customer Service/Support

Experienced (Non-Manager)

Provide technical and network problem resolution to customers by performing a question diagnosis while guiding users through step-by-step solutions
 Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
 Diagnose and resolve technical hardware and software issues involving internet connectivity and email clients.
 Identify and escalate priority issues per Client specifications;
 Redirect problems to appropriate resource;
 Follow up and make scheduled call backs to customers when necessary;
 Logging and keeping records of customer/employee queries
 Accommodates client disabilities by recommending devices and techniques.
 Avoids legal challenges by monitoring compliance with service agreements.
 Train and support new team members to offer best customer experience and achieve the KPIs.
 Act as Team Leader delegate to manage the team performance and monitor different KPIS.


Company Details

Vodafone UK

Giza, Egypt

More than 1000 employees

Telecommunications

N/A

Oct 2009 to Dec 2013 (4 years 2 months)
Senior Sales Representative at Ameco Tech Corporation

Experience Details

Senior Sales Representative

Customer Service/Support, Sales/Retail

Experienced (Non-Manager)

Establishes, develops and maintains business relationships with current customers and prospective customers to generate new business for the organization’s services.
 Researches sources for developing prospective customers and for information to determine their potential.
 Expedites the resolution of customer problems and complaints.
 Analyzes the market’s potential and determines the value of existing and prospective customers’ value to the organization.
 Plans and organizes personal sales strategy by maximizing the Return on Time Investment for the segment.
 Supplies management with oral and written reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
 Identifies advantages and compares organization’s services.
 Plans and organizes personal sales strategy by maximizing the Return.
 Quote and negotiate prices and credit terms.
 Plan and work towards meeting sales targets and budgets
 Use e-business technology. Education


Company Details

Ameco Tech Corporation

Cairo, Egypt

101-500 employees

Telecommunications, Marketing and Advertising

N/A

Dec 2006 to Sep 2008 (1 year 9 months)
International Account Advisor at Vodafone AU

Experience Details

International Account Advisor

Customer Service/Support

Experienced (Non-Manager)

Act as a frontline Advisor to interface with customers of Vodafone AU.
 Role involves responding to customers and handling their inquiries.
 Provide performance report to Vodafone Management.
 Act as escalation expert to handle any customers complains.
 Train and support new team members to offer best customer experience and achieve the KPIs.


Company Details

Vodafone AU

Giza, Egypt

More then 1000 employees

Telecommunications

N/A

Nov 2008 to Oct 2005 (3 years 1 month)

Education

Accountant in Accounting

Education Details

Accountant

Accounting , Business Administration , Management

Modern Academy, Egypt

B / Very Good / 75 - 85%

Accounting, Finance, Business Administration and Management

N/A

Modern Academy
2009 - 2013
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Sara Taki Allah

Egypt

2010

B / Very Good / 75 - 85%

N/A

Sara Taki Allah
2010

Training and Courses

ITIL at Vodafone
Jun 2016

Training/Course Details

ITIL

Jun 2016

Vodafone

N/A

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

Jobseeker photo

Profile Skills and Keywords

AccountingAnalyticalArabicBusiness AdministrationBusiness DevelopmentBusiness-orientedCustomer ServiceCustomer ServicesCustomer-orientedEnglishITILInitiativeInnovativeInternational Account AdvisorManagementMarketing And AdvertisingRetailSalesSenior Sales RepresentativeService Desk AdvisorSupportTechnical Support AdvisorTelecommunicationsVodafone Global Account ManagerVodafone Global Enterprise

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Fields of Expertise

Customer Services

Customer Services

: Expert

: Extreme - I love it!

:

More than 7 years

Sales

Sales

: Expert

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Business-oriented, Customer-oriented, Initiative, Innovative

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