Basic Info

Ahmed moharam

6 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Account Manager at JUMIA EGYPT

Experience Details

Account Manager

Sales/Retail

Experienced (Non-Manager)


Aligning with the operations & 3PLs teams to follow up on the daily work
Running daily/weekly/monthly reports on vendors’ performance
Setting action plans and monitoring the progress
Sourcing items from different vendors and negotiating best prices
Reserving stock for the upcoming campaigns by coordinating with vendors
Approving consignment requests by managing with the inbound team
On boarding and educating new vendors on how to use the system and committing to the process
Account Management: Assessment Visits and preparing checklists
Coordinator: Managing Outbound & Inbound Emails/Calls/Cases
Managing the seller performance KPIs (Cancellation rate, late shipment rate, order returns and customer feedback ratings) for your account portfolio
Consulting sellers in your portfolio to improve their performance on the KPIs


Company Details

JUMIA EGYPT (multinational)

Cairo, Egypt

501-1000 employees

Logistics and Supply Chain

WWW.JUMIA.COM

Sep 2014 to present (2 years 3 months)
International Operation & Carriers Business coordinator at Etisalat

Experience Details

International Operation & Carriers Business coordinator

Sales/Retail

Entry Level

• Prepare monthly aging report for outstanding balance for all roaming partners.
• Follow up Etisalat Misr collections with all roaming partners and interconnection carriers.
• Prepare daily and monthly report for Content & Mobile advertising service.
• Daily and monthly reconciliation national and international SMS and prepare weekly and monthly reports.
• Issue the monthly invoice for SMS inter-working service.
• Update the outstanding balance and follow up with finance team to close the due balance in the due date.
• Coordinate the raised internal & external dispute & pending cases with all roaming partners.
• Responsible for archiving process for all national and international settlement documents.


Company Details

Etisalat (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.etisalat.com

Nov 2012 to Aug 2014 (1 year 9 months)
CUSTOMER CARE senior REP at Etisalat

Experience Details

CUSTOMER CARE senior REP

Customer Service/Support

Experienced (Non-Manager)


• Supports and provides superior service via phones, e-mails and faxes as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue ensuring full customer satisfaction.

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 and raise up the ARPU.

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.

Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer's data confidentiality.

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)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Sep 2011 to Nov 2012 (1 year 2 months)
Call Center Representative – High Value / premium segment at Vodafone

Experience Details

Call Center Representative – High Value / premium segment

Customer Service/Support

Entry Level

• Offer superior quality of Service to Vodafone Egypt High Customers, through handling inbound and outbound contacts in order to exceed their expectations and to assure their satisfaction

Providing High customers with a great experience through a proactive, customized, personalized relationship mainly via phone contact. To manage their assigned/ dedicated accounts, addressing their issues proactively, maintaining/ increasing revenue, and minimizing churn
• Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.

Providing guidance in areas of professional matters as requested or needed.

Applying FCR concept for all customer’s inquires.

Prioritizing and achieving multiple tasks, establishing and meeting deadlines.

Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.

Adhere to Customer Operations Department policies and procedures.

Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.

Perform standardized activities and tasks efficiently and effectively.

Pro-actively reinforce Vodafone’s customer care proposition during all contacts.

Handle and retain all the customers’ complaints within the SLA.

• Handle all USB and mobile internet basic trouble shooting related issues.

Supporting corporate queue by handling SME authorized and end-users inquires

• Supporting collection queue by handling collections inquires and bills explanation
• .
Explore the required negotiation skills for making payments' deals when needed.

Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.

Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.

Implement high quality standards of Customer Service for High customers through exceeding all KPI’s threshold
• Communicating effectively with all departments of the Vodafone business that he/she will need to engage to deliver on operational or project implementations
• Create a smooth communication channel with different departments to resolve customer Problems and requests when needed.
Up selling and cross selling.

• Coordinating with and across teams and communicating performance standards


Company Details

Vodafone (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Oct 2009 to Sep 2011 (1 year 11 months)

Education

BA in ACCOUNTING

Education Details

BA

ACCOUNTING

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
2003 - 2007
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Future

Egypt

2003

A / Excellent / 85 -100%

N/A

Future
2003

Training and Courses

ICDL at AUC
Jan 2007

Training/Course Details

ICDL

Jan 2007

AUC

N/A

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

Jobseeker photo

Profile Skills and Keywords

ACCOUNTINGAccount ManagerAdministrationAnalyticalArabicBusiness DevelopmentBusiness-orientedCUSTOMER CARE Senior REPCall Center Representative High Value / Premium SegmentCommunicatorCustomer ServiceCustomer-orientedE-marketingEnglishEtisalatHard WorkerICDLInternational Operation & Carriers Business CoordinatorInternetJUMIA EGYPTLogistics And Supply ChainMS OFFICEMUSICOPERATIONRetailSWIMMINGSalesSap 2000SupportTelecommunicationTelecommunicationsVodafone

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Advanced

: Fluent

: Advanced

Tools and Technologies

Internet

Internet

: Expert

: High

:

5-7 years

E-marketing

E-marketing

: Expert

: Extreme - I love it!

:

3-5 years

Telecommunication

Telecommunication

: Expert

: Extreme - I love it!

:

More than 7 years

MS OFFICE

MS OFFICE

: Advanced

: Extreme - I love it!

:

5-7 years

Administration

Administration

: Advanced

: High

:

5-7 years

sap 2000

sap 2000

: Intermediate

: High

:

1-3 years

Fields of Expertise

OPERATION

OPERATION

: Advanced

: Extreme - I love it!

:

3-5 years

Key Skills

Analytical, Business-oriented, Communicator, Hard worker, Customer-oriented

Online Presence

https://eg.linkedin.com/pub/ahmed-moharam/89/53/64b

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