Basic Info

Ahmed Ahmed

13 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

International Call Center Manager l COPC l Six Sigma Black Belt at Heliopolis Developers Group

Experience Details

International Call Center Manager l COPC l Six Sigma Black Belt

Customer Service/Support

Manager

• Managing the call center (inbound- outbound calls).
• Handling customers inquires by phone, E-mail and Web Chat.
• Ensuring the quality & Customer Satisfaction through the VOC ( Voice of Customer Surveys )
• Elaborating the required reports and analysis for effective action plans using six sigma methodologies.
• Coordination Sales & Marketing Departments for customer support enhancement.


Company Details

Heliopolis Developers Group

Egypt

N/A

Real Estate/Property Management

N/A

Nov 2015 to present (1 year 1 month)
Technical International Call Center Team Leader at Xceed

Experience Details

Technical International Call Center Team Leader

Customer Service/Support

Manager

International Call Center Team Leader: Oct 2007- Oct 2015. 8 years

(Microsoft- IBM -TE Data- Mobinil- Ghabbour Motors )

• (Microsoft Spanish Team Leader)

Leading my operational team to achieve the Spanish Activation Microsoft Account targets and develop the team members to increase the customer satisfaction and reduce the dissatisfaction.

• (TE Data Technical Support – TE – Mobinil- GB Motors)

Solving Technical Network problems for TE Data customers through the action plans implementation using Six Sigma Methodology PSP, DMAIC & DMADIV for best consistency and less deviation. Managing call center team to achieve the targets and maintain highest quality & customer satisfaction standards, using the latest technology and adding value to our customers providing the best solutions.

• (Technical IBM Supervisor Campaign)

Leading my staff Agents & Team Leaders to enhance our service for IBM customers & update them with the best choices that they need for their business progress.


Company Details

Xceed

Giza, Egypt

More than 1000 employees

Telecommunications

N/A

Oct 2007 to Oct 2015 (8 years)
• EMEA Spanish Microsoft Customer Technical Support at Xceed

Experience Details

• EMEA Spanish Microsoft Customer Technical Support

Customer Service/Support

Entry Level

•Microsoft Customer Support receiving calls and e-mails from Spain & Golf & North Africa


Company Details

Xceed

Giza, Egypt

More than 1000 employees

Telecommunications

N/A

Jun 2004 to Sep 2007 (3 years 3 months)

Achievements


Best performer team Leader 2013


2010


Best T/L 2015 Best T/L 2014

Education

Bachelor's in Alsun Faculty

Education Details

Bachelor's

Alsun Faculty

Ain Shams University, Egypt

A / Excellent / 85 -100%

Spanish & Germany languages

Computer skills

Ain Shams University
1999 - 2003
Bachelor's Degree in Spanish & German

Education Details

Bachelor's Degree

Spanish & German

Faculty of Alsun, Ain Shams university, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of Alsun, Ain Shams university
1999 - 2003
High School - Thanaweya Amma

High School Details

Thanaweya Amma

language school

Egypt

1999

A / Excellent / 85 -100%

N/A

language school
1999

Certifications

Certificate details

Leadership course

Dec 2010

100 out of 100

N/A

N/A

American Chamber

N/A

D.E.L.E Diploma
Jan 2003

Certificate details

D.E.L.E Diploma

Jan 2003

N/A

N/A

N/A

Salmanca University

N/A

Business Diploma
Mar 2012

Certificate details

Business Diploma

Mar 2012

N/A

N/A

N/A

N/A

COPC
Jul 2008

Certificate details

COPC

Jul 2008

N/A

N/A

N/A

COPC

N/A

Certificate details

Six Sigma Black Belt

Mar 2010

N/A

N/A

N/A

AB Institute

N/A

Training and Courses

Training/Course Details

Leadership

Jul 2011

Guru Mea training Center

Leadership

Training/Course Details

financial analysis

Apr 2015

TE

N/A

Training/Course Details

Finance For Non-Finance

Apr 2015

TE

N/A

Training/Course Details

Inspiring Leadership

Jan 2011

American Chamber

N/A

This profile is fresh!
Last update 1 days ago.

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Profile Skills and Keywords

Alsun FacultyAnalyticalArabicAvayaBusiness DiplomaCOPCCall CenterCiscoCommitmentContact CenterCreativityCustomer ServiceD.E.L.E DiplomaEfficiencyEnglishFairFinance For Non-FinanceFinancial AnalysisGermanHandles StressInformation Technology (IT)Inspiring LeadershipInternational Call Center Manager L COPC L Six Sigma Black BeltLanguagesLeaderLeadershipLeadership CourseManegmentNetworksPlannerProblem SolverProfessionalProperty ManagementReal EstateSix Sigma Black BeltSpanishSpanish & GermanSupportTechnical International Call Center Team LeaderTelecommunications EMEA Spanish Microsoft Customer Technical Support

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Spanish

Spanish

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Networks

Networks

: Expert

: Extreme - I love it!

:

More than 7 years

Information Technology (IT)

Information Technology (IT)

: Expert

: Extreme - I love it!

:

More than 7 years

Avaya

Avaya

: Expert

: Extreme - I love it!

:

More than 7 years

Cisco

Cisco

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Call Center

Call Center

: Expert

: Extreme - I love it!

:

More than 7 years

Manegment

Manegment

: Expert

: Extreme - I love it!

:

More than 7 years

Spanish

Spanish

: Expert

: Extreme - I love it!

:

5-7 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Languages

Languages

: Expert

: Extreme - I love it!

:

More than 7 years

COPC

COPC

: Expert

: Extreme - I love it!

:

More than 7 years

Contact Center

Contact Center

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Analytical, Leader, Planner, Problem Solver, Handles Stress

Online Presence

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