Basic Info

Ahmed Ahmed

10 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

Development & Quality Manager at Ghataty Group

Experience Details

Development & Quality Manager

Business Development, Quality, Customer Service/Support

Manager

• Manage the monitoring, measurement, and review of internal processes, especially those affecting customer experience, quality of service and the organization’s identity.
• Call center creation, manage and develop customer service department.
• Responsible for customer satisfaction.
• Responsible for branches quality monitoring.
• Branches' performance reports to top management (e.g., results of quality audits, corrective actions, etc.), besides proposals for needed improvement and development plans.
• Responsible for customer service, quality, and sales staff development plan.
• Responsible for social media and new rebrand.


Company Details

Ghataty Group

Giza, Egypt

501-1000 employees

Automotive

N/A

Aug 2016 to present (1 year 2 months)
Business Development Manager at We Connect

Experience Details

Business Development Manager

Customer Service/Support

Manager

Prospect for potential new clients and turn this into increased business.
Identify potential clients and the decision makers within the client organization.
Research and build relationships with new clients.
Plan approaches and pitches.Work with team to develop proposals that speak to the client’s needs, concerns, and objectives.


Company Details

We Connect

Cairo, Egypt

11-50 employees

Telecommunications

N/A

May 2016 to Jul 2016 (2 months)
Account & Site Manager at ECCO Outsourcing

Experience Details

Account & Site Manager

Operations/Management

Manager

Facilitate relationship between clients and vendors to manage requests and complaints.
Manage site facilities .
Ensure training classes operation readiness: starts with meeting all the standard requirements, supplies, manage requests and issues during the training period.
Managing client’s purchasing request & track expenses.
Spearhead new projects implementation, following up on construction projects and IT work to ensure completion within schedule .
Managing the purchasing function for the IT team.


Company Details

ECCO Outsourcing

Alexandria, Egypt

101-500 employees

Consumer Services , Business Services - Other

N/A

Jun 2015 to Mar 2016 (9 months)
Call Center Outbound Supervisor at ECCO Outsourcing

Experience Details

Call Center Outbound Supervisor

Operations/Management, Sales/Retail

Manager

•Managing 7 projects in IT Sector & Telecommunication Sector.
•Projects Managed are:
o Mobily Outbound - Telesales (KSA).
o Vodafone CVM Outbound - Telesales (Egypt).
o Vodafone ADSL Outbound - Telesales (Egypt).
o Oredoo Outbound - Telesales (Qatar).
o Misr El-Khier Outbound (Egypt).
o Aramex Outbound (Egypt).
o IT Fusion Outbound - Telesales (Egypt).

•Managing the relationship with the clients of the projects handled.
•Manage day-to-day relationship with client stakeholders and resolution of all issues.
•Maintain and communicate project status to management in reports and status meetings.
•Ensure monthly billings, timely collection of revenue, and manage procurement and payment to contractors.
•Monitoring and following up the performance of the managed Team Leaders and seniors and managing them to achieve the targets demanded by the client.
•Preparing periodic and daily financial and non-financial reports requested by ECCO & clients.
•Train the Leaders for the new KPIS and clients’ processes.
•Invoicing the projects at the beginning of every Month.
•Responsible of revising all the projects invoices & giving confirmation to the finance department for issuing the invoices before sending to Clients.


Company Details

ECCO Outsourcing

Cairo, Egypt

N/A

Consumer Services , Business Services - Other, Telecommunications

N/A

Nov 2014 to Jun 2015 (7 months)
Call Center Supervisor at ECCO Outsourcing

Experience Details

Call Center Supervisor

Customer Service/Support

Manager

Projects I managed:
- Vodafone inbound Project (Egypt).
- Managed Mobily inbound Project (KSA).

• Manage Team Leaders (KPIs, salaries, motivation, etc…) and review the agents’ targets, KPIs and check on the action plans.
• Suggest suitable training programs for both agents and Team Leaders.
• Verify Team Leaders’ and agents’ skills and knowledge through test calls and evaluating calls, etc…
• Meet with the operations supervisors and the team leaders on a regular basis to brief them about their performance and check their feedback.
• Providing call center manager with monthly feedback on the team leaders and the agents
• Assist the Call Center Manager in Team Leaders’ selection, hiring and maintaining agents inventory skills database.
• Review all data collected for the Quarter Business Review and attend with clients.
• Check and review all reports generated to clients and the monthly (or as required) figures and analysis.


Company Details

ECCO Outsourcing

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Jun 2012 to Nov 2014 (2 years 5 months)
Key Account Supervisor at ECCO Outsourcing

Experience Details

Key Account Supervisor

Project/Program Management

Experienced (Non-Manager)

N/A


Company Details

ECCO Outsourcing

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Feb 2011 to Jun 2012 (1 year 4 months)
Call Center Team Leader at ECCO & Raya

Experience Details

Call Center Team Leader

Customer Service/Support

Experienced (Non-Manager)

Vodafone 888 Project


Company Details

ECCO & Raya

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Aug 2008 to Feb 2011 (2 years 6 months)
Call Center Representative at Raya Contact Center

Experience Details

Call Center Representative

Customer Service/Support

Entry Level

Vodafone 888 Project


Company Details

Raya Contact Center

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Aug 2006 to Aug 2008 (2 years)

Achievements


Launch new project for Vodafone VIS in new city (Alex).
The account manpower expanded by 300% within 6 months.
The number of seats expanded to twice.



Managing 7 projects in IT Sector & Telecommunication Sector with good performance.


Get the best team for VF quality for 4 out of 6 months.
Achieved target for all months in the task that I was managing (RTB).
Join first team for Mobily KSA account.
Selecting new team leaders and planned the development strategy for them.
Get high appraisal in this year.


Education

Bachelor's Degree in Law

Education Details

Bachelor's Degree

Law

Cairo University, Egypt

Not specified

N/A

N/A

Cairo University
2000 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Orman

Egypt

2000

B / Very Good / 75 - 85%

N/A

Orman
2000

Certifications

Certificate details

General Customer Service at FGF

Jul 2006

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

General Customer Service

Aug 2006

FGF

N/A

Training/Course Details

Customer Service

Sep 2006

Vodafone Egypt

N/A

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

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Profile Skills and Keywords

Account & Site ManagerAdvice Another PeopleArabicAutomotiveBusinessBusiness DevelopmentBusiness Development ManagerBusiness Services - OtherCall Center Outbound SupervisorCall Center RepresentativeCall Center SupervisorCall Center Team LeaderCommunicatorConsumer ServicesCustomer CareCustomer SatisfactionCustomer ServiceDevelopment & Quality ManagerEnglishGeneral Customer ServiceGeneral Customer Service At FGFHandles StressHard WorkerHelp Another PeopleKey Account SupervisorLawLeaderManagementMicrosoft ExcelMicrosoft OfficeMicrosoft OutlookMicrosoft PowerPointMicrosoft WordMoviesPerformance ManagementProgram ManagementProjectQuality AssuranceQuality ControlReadingRetailSalesSpend Time With FamilySupportTeam PlayerTelecommunicationsTelecommunications Services

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Advanced

: Fluent

: Fluent

English

English

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

Microsoft Word

Microsoft Word

: Advanced

: High

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Advanced

: High

:

More than 7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: High

:

More than 7 years

Microsoft Outlook

Microsoft Outlook

: Advanced

: High

:

More than 7 years

Customer Service

Customer Service

: Advanced

: High

:

5-7 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Customer Care

Customer Care

: Advanced

: High

:

More than 7 years

Management

Management

: Advanced

: High

:

5-7 years

Customer Satisfaction

Customer Satisfaction

: Advanced

: Extreme - I love it!

:

More than 7 years

Performance Management

Performance Management

: Advanced

: Extreme - I love it!

:

More than 7 years

Telecommunications Services

Telecommunications Services

: Advanced

: High

:

More than 7 years

Key Skills

Leader, Communicator, Hard worker, Handles Stress, Team Player

Online Presence

https://www.linkedin.com/in/ahmed-saied-41a91a89?trk=hp-identity-namehttps://plus.google.com/u/0/

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