Basic Info

Ahmed Hassan

9 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Supervisor at Teleperformance

Experience Details

Supervisor

Operations/Management

Manager


Technical Support Supervisor - Duties include:

Responsible for a technical support team with a total of 12 agents.

Succeeded in launching the account with all the constraints of the launching environment.

24/7 Monitoring Aircrafts through Google Earth and alerting Client and Airline companies if maintenance or troubleshooting required for specific aircrafts

Investigating Aircraft events throughout the whole flight to insure stability of Marsat satellite and GSM and Wi-Fi service,

Holding conference calls with the client (OnAir) to discuss updates and raised issues.

Proposing new ideas to client & Teleperformance to increase the QOS Level.

Reporting daily responsibilities to my superiors of operations (Teleperformance and OnAir)

Responsible to carry out and cascade all the ongoing updates to all the agents.
Responsible of customer complaints and resolving the issue with high level of effectiveness.

Responsible for creating Process Flow charts and to be signed off by Teleperformance management and our Client OnAir

Attend training in Geneva Switzerland [SITA Head Quarters] in March 2013 for a new line of business for OnAir account at Teleperformance and the training was successful and came back to Cairo with all the training materials, delivered the training to all the agents and monitored each individually till we met and exceeded Quality Mark required by Client and successfully launched the new line of business [Aircraft Monitoring and Airline Escalations]

Dealing on a daily bases with Major Airline Account Managers such as: [Emirates, Etihad, Singapore, Oman Air, Qatar Airways, Quantas, Saudi, Aeroflot, Cebu Pacific, Hong Kong and Thai]


Company Details

Teleperformance (multinational)

Cairo, Egypt

More then 1000 employees

Business Services - Other

Teleperformance.com.eg

Oct 2012 to present (4 years 2 months)
Business Development Executive at MPI

Experience Details

Business Development Executive

Analyst/Research, Operations/Management, Medical/Healthcare

Experienced (Non-Manager)

Identifying new sales leads
Maintaining fruitful relationships with existing customers
Researching organisations and individuals online (especially on social media) to identify new leads and potential new markets
Researching the needs of other companies and learning who makes decisions about purchasing
Contacting potential clients via email or phone to establish rapport and set up meetings
Planning and overseeing new marketing initiatives
Attending conferences, meetings, and industry events


Company Details

MPI

Cairo, Egypt

101-500 employees

Medical Devices and Supplies

http://mpi-arabia.net/

Jan 2016 to present (11 months)
Tier 2 at Xceed

Experience Details

Tier 2

Customer Service/Support

Experienced (Non-Manager)

Supporting for EMEA "Europe, Middle East, Africa & USA,
Working among CISCO departments starting from the Manufacturing team,
Sales Team, Collection Team and Finance team to end with the End User to resolve
the whole issues created with the orders.
Communicate with different departments, regional call center, and partners to identify the
Issue and solve it.
Make sure that every order entered by partner is fully booked.
Using CISCO Tools & Oracle 11i applications for resolving a lot of cases with variety of issues Such as "Expedite, Change & Cancellation, Discounts, Logistics & etc.
Working in the Escalation team to resolve any issue related to the Quote to Cash “QtC”
cycle of Cisco, and ensuring Cisco’s compliance to SOX standards.


Company Details

Xceed (multinational)

Cairo Smart village, Egypt

More then 1000 employees

Business Services - Other

xceedcc.com

Jul 2010 to Oct 2012 (2 years 3 months)
Tier 2 Leader at Xceed

Experience Details

Tier 2 Leader

Operations/Management

Experienced (Non-Manager)

[July 27, 2007]: Promoted as a Tier2 Agent CSR outbound escalated calls handled as a manager
in order to solve customer's issues within Microsoft’s Policy and boundaries and reach customers’
Satisfaction.

Microsoft Tier2 Technical Support - Delegated as a Team Leader, duties include:
Responsible for a technical support team with a total of 26 agents.
Responsible for recruiting, training, and certifying all the available candidates.
Succeeded in launching the account with all the constraints of the launching environment.
Holding conference calls on daily & weekly basis with the client (Microsoft) to discuss
updates and raised issues.
Proposing new ideas to client & Xceed to increase the QOS Level.
Generates daily reports for the outliers that are responsible for the AHT increasing.
Effectively worked closely with the outliers to manage their AHT that has reflected on the whole
account.
Was responsible for dealing with the Hot Escalation issues and the escalated tasks
with high level of effectiveness.
Reporting daily responsibilities to my superiors of operations (Xceed and Microsoft)
Identify areas of improvement and product development on a daily basis to the client (Microsoft).
Responsible to carry out and cascade all the ongoing updates to all the agents.


Company Details

Xceed (multinational)

Cairo Smart village, Egypt

More then 1000 employees

Consumer Services

Xceedcc.com

Jul 2007 to Jul 2010 (3 years)
CSR Agent at Xceed

Experience Details

CSR Agent

Customer Service/Support

Entry Level


Customer Service Representative
Inbound agent, trained and worked as a Microsoft CSR Technical Support for Xbox 360 console,
Supporting Europe and mainly UK.
[June 15, 2007]: Promoted as an Assist CSR in order to help the agents with all kinds of issues they


Company Details

Xceed (multinational)

Cairo Smart village, Egypt

More then 1000 employees

Business Services - Other

Xceedcc.com

Jan 2007 to Jun 2007 (5 months)
Telesales agent at Ameco Tev

Experience Details

Telesales agent

Sales/Retail

Entry Level

Telesales Agent
Trained & working as a Telesales agent for targeted customers in USA & Canada.


Company Details

Ameco Tev (multinational)

Cairo, Egypt

101-500 employees

Marketing and Advertising

superpages.com

Sep 2006 to Jan 2007 (4 months)

Education

BSc in Business

Education Details

BSc

Business

Modern Academy in maadi, Egypt

C / Good / 65 - 75%

N/A

N/A

Modern Academy in maadi
2000 - 2004
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Elementary School

Egypt

2000

C / Good / 65 - 75%

N/A

Elementary School
2000

Training and Courses

Training/Course Details

Technical and Soft Skills Training, [Provided by Xceed].

Apr 2007

Xceed

N/A

Training/Course Details

Potential Team Leader, Mentoring leadership skills Training [Provided by Xceed, Course duration: 1 Month].

Aug 2009

Xceed

N/A

Training/Course Details

Cisco Order management Training [Provided by Xceed]

Oct 2010

Cisco

Cisco Order management Training [Provided by Xceed]

Training/Course Details

How to be a Good Presenter[Provided by Teleperformance]

Jan 2013

Teleperformance

N/A

Training/Course Details

How to be a Supervisor [Provided by Teleperformance]

Oct 2013

Teleperformance

N/A

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

Jobseeker photo

Profile Skills and Keywords

Ameco TevAntiques CollectorArabicBusinessBusiness DevelopmentBusiness Development ExecutiveBusiness PlanningBusiness Services - OtherCSR AgentCampingCarsChallengesCiscoCisco Order Management Training [Provided By Xceed]Consumer ServicesCraftingCustomer ServiceEnglishExcelFashionFree DivingHow To Be A Good Presenter[Provided By Teleperformance]How To Be A Supervisor [Provided By Teleperformance]Interior DesigningInvestmentLandscapesManagementMarketing And AdvertisingMedicalMedical Devices And SuppliesMicrosoft PowerPointMicrosoft VisioMicrosoft WordPerfumesPotential Team Leader, Mentoring Leadership Skills Training [Provided By Xceed, Course Duration: 1 Month].Process DeveloperResearchRestoration ProjectsRetailSalesSnorclingSpearfishingSupervisorSupportSushiTechnical And Soft Skills Training, [Provided By Xceed].TeleperformanceTelesales AgentTier 2Tier 2 LeaderTravelingVintageWatchesWeb SurfingXceed

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Visio

Microsoft Visio

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Word

Microsoft Word

: Advanced

: High

:

More than 7 years

excel

excel

: Advanced

: High

:

More than 7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: High

:

More than 7 years

Cisco

Cisco

: Advanced

: Medium

:

1-3 years

Fields of Expertise

Business Planning

Business Planning

: Advanced

: High

:

3-5 years

Online Presence

https://www.linkedin.com/profile/view?id=132051826&trk=nav_responsive_tab_profile_pichttps://www.facebook.com/Ahmed.Masry.Tammam.Hassan

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