Basic Info

Ahmed Madbouly

8 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Senior Customer Care Executive - Retention & Claims at DHL Express

Experience Details

Senior Customer Care Executive - Retention & Claims

Customer Service/Support, Quality, Business Development

Experienced (Non-Manager)

•Investigate Customer claims and complaints and provide responses in accordance with DHL’s Claims policy and achieve personal and departments targets.
•Senior service, production, or support roles highly experienced in area of responsibility.
•Performs the entire standard and some specialized more complex aspects of the function thorough knowledge of tasks and responsibilities.
•Responsible for work processes that affect success of own role and have a moderate impact on the performance of the department.
•Record and investigate claims for compensation and complaints received from customers.
•Respond to all written and telephone complaints and claims received in a timely and effective manner in accordance with department standards.
•Address objections from customers effectively and negotiate to achieve the best possible decision.
•Advise customers on on-going status of each claim.
•Liaise with relevant departments in order to manage claims.
•Provide customer service/inquiry Agents with support and advice in settling customer issues.
•Negotiate satisfactory conclusion for both DHL and the customer.
•Handle all types of inquiries, requests and complaints on DHL online channels.
•Reporting to Customer Care Manager and Country Manager.


Company Details

DHL Express (multinational)

Cairo, Egypt

More than 1000 employees

Package/Freight Delivery , Logistics and Supply Chain

www.dhl.com

Apr 2016 to present (8 months)
Business Development Supervisor at AFAQY Tech.

Experience Details

Business Development Supervisor

Sales/Retail, Operations/Management, Business Development

Experienced (Non-Manager)

•Leading, directing and motivating the sales team in order to achieve the overall corporate sales objectives.
•Own recruiting, objectives setting, coaching and performance monitoring of sales team.
•Achieve growth and hit sales targets by successfully managing the sales team.
•Generate action plans to enhance performance and productivity of under performing team members.
•Assisting the sales manager in revising and implementing the sales strategies plans.
•Design and implement a strategic business plan that expands company’s customer base and ensure it’s strong presence
•Negotiate and close strategic deals and build a strong long-lasting customer relationships.
•Identify emerging markets and market shifts while being fully aware of new products and competition status.
•Administering customers’ accounts and analyze costs and sales and preparing reports for the management.
•Supporting marketing by attending trade shows, conferences and other marketing events.
•Providing training and producing support material for existing and new sales team members.


Company Details

AFAQY Tech.

Riyadh and Dammam, Saudi Arabia

501-1000 employees

Business Services - Other, Computer Software, Information Technology Services

www.afaqy.com

Dec 2015 to Mar 2016 (3 months)
Senior Business Development Executive at AFAQY Tech.

Experience Details

Senior Business Development Executive

Sales/Retail

Experienced (Non-Manager)

•Searching for new clients who could benefit from AFAQY’s products in a designated region.
•Establishing new, and maintaining existing, relationships with customers.
•Managing, handling and understanding customers’ requirements and provide them with the suitable product or service which will satisfy their needs.
•Creating and calculating quotations and discuss them and contract terms with customers.
•Negotiate and close deals with customers by agreeing terms and conditions.
•Administering customers’ accounts and analyze costs and sales and preparing reports for the management.
•Supporting marketing by attending trade shows, conferences and other marketing events.
•Making technical presentations and demonstrate how a product will meet customer needs.
•Helping in the design and the creation of custom made products.
•Providing training and producing support material for existing and new sales team members.


Company Details

AFAQY Tech.

Dammam, Saudi Arabia

501-1000 employees

Business Services - Other, Computer Software, Information Technology Services

www.afaqy.com

Nov 2014 to Dec 2015 (1 year 1 month)
Senior Sales Executive at Etisalat

Experience Details

Senior Sales Executive

Sales/Retail

Experienced (Non-Manager)

•Present, promote and sell Etisalat's products/services using solid arguments to existing and prospective customers.
•Expand and build strong relationships with existing customers by continuously proposing solutions that meet their objectives.
•Achieve agreed upon sales targets and outcomes within schedule.
•Ensure the correct products and services are delivered to customers in a timely manner.
•Resolve any issues and problems faced by customers and deal with complaints to maintain trust and maximize satisfaction.
•Develop competitive sales strategies to ensure maximum revenue growth of all company's products and services.
•Manage and coordinate account services with various internal departments’ also ongoing account Management duties including: Preparing client invoices, handling their complaints, business plans and reports.
•Provide management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
•Develop entry level staff and train them till they become valuable salespeople.


Company Details

Etisalat (multinational)

Giza, Smart Village, Egypt

More than 1000 employees

Telecommunications

www.etisalat.com.eg

Mar 2014 to Oct 2014 (7 months)
Technical Support Senior Advisor at Etisalat

Experience Details

Technical Support Senior Advisor

Customer Service/Support

Experienced (Non-Manager)

•Provide customers with first tier of technical support and detect the problems they face and solve them or open tickets with these problems to the concerned teams.
•Provide technical solution and follow up on tickets until resolution is confirmed.
•Diagnose fault related incidents by effectively utilizing software diagnostics and other network/product utility programs.
•Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
•Process technical escalations to different teams in line with company’s procedure and service excellence policy.
•Handle escalation calls and follow up with customer and concerned teams till problem is totally solved.
•Report any unplanned outage to the concerned teams with the required data.
•Generate all reports related to team members to measure and evaluate performance.
•Supervisor delegate in case of his/her absence.


Company Details

Etisalat (multinational)

Giza, Smart Village, Egypt

More than 1000 employees

Telecommunications

www.etisalat.com.eg

Sep 2012 to Mar 2014 (1 year 6 months)
Customer Care Advisor at Etisalat

Experience Details

Customer Care Advisor

Customer Service/Support

Entry Level

•Answers inbound calls and respond to customer requests to ensure customer satisfaction.
•Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.
•Maintains the agreed on average handling time as defined by Contact center Management guidelines to ensure ease of accessibility and maintain the agreed on SL.
•Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target.
•Builds customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share.
•Updates the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions.
•Notifies the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.
•Maintains the required knowledge level of the company's products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.
•Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company's financial position.
•Recommends process improvements to facilitate the customer care work and delight the customers.


Company Details

Etisalat (multinational)

Giza, Smart Village, Egypt

More than 1000 employees

Telecommunications

www.etisalat.com.eg

Apr 2010 to Sep 2012 (2 years 5 months)
Call Center Agent at Etisal Int. Co.

Experience Details

Call Center Agent

Customer Service/Support

Entry Level

•Answers inbound calls and respond to customer requests accurately and as fast as possible with a very professional way.
•Handle customers’ complaints on the spot and to ensure the achieving the FCR target.
•Raise customers’ suggestions to the concerned teams to take the proper action.
•Send updated, modified or wrong data in database to the concerned teams to update them correctly.
•Recommend process enhancement to the management and audit team in order to improve efficiency and quality accuracy.
•Discuss quality issues with the concerned teams to avoid quality errors and to ensure customer satisfaction.
•Provide training team with all new data and info to make sure that all new comers are aware of the latest updates.
•Supporting new comers and helping them with system and info in order to avoid any errors after their training period.
•Generating reports and prepare justifications for every incident then send them to the concerned teams.


Company Details

Etisal Int. Co.

Cairo, Egypt

501-1000 employees

Business Services - Other

www.etisal.com.sa

May 2009 to Apr 2010 (11 months)
Managing Partner at Palace Net (Personal Business)

Experience Details

Managing Partner

Operations/Management, Sales/Retail, Customer Service/Support

Manager

•Selling computers, laps and accessories.
•Maintaining defective computers and laps “Hardware and Software”.
•Providing very high speed internet service in the store with 10 powerful computers for surfing the internet and playing online games.
•Arranging and preparing tournaments and leagues for online games with amazing prizes and gifts.
•Supporting our clients to apply for any online vacancy or to finalize any governmental documents through the internet.
•Maintains store staff by recruiting, selecting, orienting, and training employees and
•Ensures stock availability of all products and accessories.
•Maintains the stability and reputation of the store.
•Protects staff and customers by providing a safe and clean store environment.


Company Details

Palace Net (Personal Business)

Giza, Haram, Egypt

1-10 employees

Computer Games , Computer Hardware, Computer Networking

N/A

Jan 2005 to Apr 2010 (5 years 3 months)

Achievements


• Decreased the amount of complaints regarding free zones customs clearance and DHL clearance fees in DHL Express during the 2nd quarter of 2016.
• Increased the sales leads through complaints from new customers which were the best example for service recovery in DHL Express during the 3rd quarter of 2016.


• Trained and developed a team of four new field sales executives who achieved an average of 120% of their sales targets within their first three months in AFAQY Tech. in 2016.


• Wrote and designed mission, vision, profile and brochure for AFAQY Tech. in 2015.
• Created many sales and commission reports for AFAQY Tech. in 2015.
• Developed new efficient and organized sales and installation process for AFAQY Tech. in 2015.
• Closed the most successful deals for AFAQY Tech. in the eastern province with the highest profit rates among all regions in 2015.



• Worked with Marketing Team and Accounts Management Team to develop strategies that generated sales of the new and selected products in Etisalat in 2015.


• 0 End user errors, 0 Business errors and one of the top 3 agents in Technical Support Team in Etisalat Egypt for 3 quarters in a row in 2013.
• The most improved team in terms of engagement score and the 2nd most engaged department across the company and we were taken as the best practice in 2013.
• Created mobile trouble shootings videos for Etisalat Egypt on their youtube channel in 2014.
• Supported Etisalat Egypt Social Media Team for 3 months in a row with all the technical inquiries, requests and complaints.


• One of the top 10 agents in Etisalat Egypt – High Value Queue in 2011.
• Translated a lot of Etisalat knowledge base from Arabic to English and vise verse in 2010/2011.
• Supported 2 areas “Technical Support & Quality Assurance” at the same time in Etisalat Egypt while being in the High Value Queue in 2011.
• Suggested a new process for data SIM card activation in Etisalat Egypt while supporting the Technical Support Queue and it has been implemented within one month.


• 100% successful calls, 100% login hours and 0% absenteeism within 9 months in a row in Etisal – Off Shore “Direct Inquiry 181 - Etisalat UAE” which led me to be one of the best 3 agents on these months.
• Highest performance records in terms of quality and customer satisfaction in Etisal Off-Shore project.


• Best project and presentation in BBSA course in Future Generation Foundation – Cairo University in 2009 “MobiSense – SMS Security System”

Education

Bachelor's in Accounting

Education Details

Bachelor's

Accounting

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
2004 - 2008

Certifications

Certificate details

BBSA (Basic Business Skills Acquisitions)

May 2009

96 out of 100

N/A

N/A

Future Generation Foundation

N/A

Certificate details

Communication Skills Sponsored By Dale Carnegie Seminar

May 2009

N/A

N/A

N/A

Future Generation Foundation

N/A

Certificate details

Computerized Accounting On Al-Motammem By Microtech

May 2009

N/A

N/A

N/A

Microtech

N/A

Certificate details

Practical Human Resources Diploma (PHRD)

May 2009

N/A

N/A

N/A

Future Generation Foundation

N/A

Training and Courses

Training/Course Details

Quality Awareness

Jun 2016

DHL Express

•Exploring the meaning of quality and discover the key drivers of excellence. •Realize the true value of delivering quality. •Listen to our customers’ expectations of quality. •Learn about the tools in place to achieve zero defects and realize the impact and cost of poor quality. •Observe great service quality in action. •Explore the impact of mindset and behavior on quality. •Discover what we need to think, feel, say and do as international specialists in quality. •Learn the value of continuous improvement in pursuit of excellence. •Discover the importance of making delivering quality a habit.

Training/Course Details

Certified International Specialist

May 2016

DHL Express

•Being assessed and certified to the highest standards, acknowledge internally and externally. •Thinking globally and acting locally. •Knowing products, services and business better than our competitors. •How we demonstrate speed and do our job quickly. •How to do things right 1st time every time. •How we can do anything for our customers and the business. •How we demonstrate passion by the way we work.

Training/Course Details

Sales Strategies & Techniques

Mar 2015

AFAQY Tech.

•Sales process for selling to large and medium businesses. •Opportunity roadmap. •Summary and action plan project. •Analysis of the buying center project. •Value propositions. •Competitive differentiation. •Gaining access to C level. •Continue, start and stop worksheet.

Training/Course Details

Awaken The Hero

Apr 2014

Etisalat

•How to work effectively in a team. •How to improve and enhance your skills. •How to avoid stress. •How to manage your time.

Training/Course Details

SOS “Seeds of Success”

Nov 2011

Etisalat

•Learning the language and the processing of mind. •Learning how to think positively. •Learning about the emotional intelligence. •Learning how to deal with weakness points. •Learning how to use and improve strength points.

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

Jobseeker photo

Profile Skills and Keywords

AccountingAndroidArabicAwaken The HeroBBSA (Basic Business Skills Acquisitions)BusinessBusiness DevelopmentBusiness Development SupervisorBusiness Services - OtherCall Center AgentCertified International SpecialistCommunication Skills Sponsored By Dale Carnegie SeminarCommunicatorComputer GamesComputer HardwareComputer NetworkingComputer SoftwareComputerized Accounting On Al-Motammem By MicrotechCreativeCreativityCustomer CareCustomer Care AdvisorCustomer ServiceDHL ExpressEnglishEtisalatFinancial ManagementFootballFreight DeliveryHuman ResourcesInformation Technology ServicesInternetLogistics And Supply ChainManagementManaging PartnerMicrosoft OfficeMicrosoft WindowsNew TechnologiesOrganizerPackagePlannerPractical Human Resources Diploma (PHRD)Problem SolverQuality AssuranceQuality AwarenessQuality ControlRetailSOS Seeds Of SuccessSalesSales Strategies & TechniquesSenior Business Development ExecutiveSenior Customer Care Executive - Retention & ClaimsSenior Sales ExecutiveSoftwareSupportSurfing The InternetTechnical AnalysisTechnical Support Senior AdvisorTelecommunicationsTrainingTravelling

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Internet

Internet

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

More than 7 years

Android

Android

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

5-7 years

Software

Software

: Advanced

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Sales

Sales

: Expert

: Extreme - I love it!

:

1-3 years

Customer Care

Customer Care

: Expert

: Extreme - I love it!

:

3-5 years

Technical Analysis

Technical Analysis

: Intermediate

: Extreme - I love it!

:

1-3 years

Accounting

Accounting

: Beginner

: Extreme - I love it!

:

Less than 1 year

Training

Training

: Beginner

: Extreme - I love it!

:

Less than 1 year

Financial Management

Financial Management

: Little knowledge

: Extreme - I love it!

:

Less than 1 year

Human Resources

Human Resources

: Little knowledge

: Extreme - I love it!

:

Less than 1 year

Key Skills

Planner, Communicator, Creative, Organizer, Problem Solver

Online Presence

https://eg.linkedin.com/in/ahmed-atef-madbouly-26988391

Ahmed is looking for new exciting career opportunities… Please share…

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Ahmed's full profile and find more great talent and professionals to join your team.