Basic Info

Ahmed Sayed

10 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

Customer Service Team Leader at Adsia

Experience Details

Customer Service Team Leader

Customer Service/Support

Manager

Responsible for:
- Hiring staff, identifying behaviors and coaching employees to be outstanding performers.
- Participating in the recruiting and interviewing process.
- Managing delivery of customer and employee satisfaction and achieving scorecard and client goals.
- Monitoring chat log and metrics, providing feedback, coaching, and reporting on data.
- Auditing, coaching, and training Customer Service Representatives.
- Monitoring and providing feedback and coaching of team members per the quality standards
- Responsible for improving the team and facilitating the communication among the members of team
- Perform the tasks of monitoring, organizing, and coaching team on a daily basis
- Handle escalated calls, complaints, questions, and queries, as required
- Facilitate cross-functional communication within employees to improve working environment
- Reporting any problem or fault in the project to the project manager
- Analyzing the individual performance of each team member and motivated them to perform even better.


Company Details

Adsia

Cairo, Egypt

N/A

Computer Software

http://www.adsia.com/

Oct 2013 to Dec 2015 (2 years 2 months)
Office Manager at The Genius

Experience Details

Office Manager

Administration

Manager

Responsible for:
- Responsible for payment system of salaries and incentives, as well as for sanctions and salary deduction.
- Monitoring of staff timesheets time at work place and holidays.
- Involved with recruitment; dealing with ad responses, sourcing potential candidates and arranging
interviews
- Staff administration including holiday and sickness tracking.
- Setup and coordinate meetings and conferences.
- Meet and greet clients and visitors.
- Answer telephones and handle in appropriate manner.
- Working on feedback of employees regarding changes in organization like facilities needed, seating
arrangement needed.
- Overall responsibility for the smooth running of the office.


Company Details

The Genius

Cairo, Egypt

11-50 employees

Information Technology Services

N/A

Oct 2012 to Sep 2013 (11 months)
Technical Support Advisor at Etisalat misr

Experience Details

Technical Support Advisor

Customer Service/Support

Experienced (Non-Manager)

(Blackberry, ADSL, 3G services , USB modem, wireless routers and WIFI adaptors technical support.
Conduct training sessions to call center staff to transfer the gained experience.
Handling customers complaints via phone.
Act as floor delegate by handling different assigned tasks such as escalated calls, report the outage, and ensure smooth work flow.
Provide the customer with proper technical solutions in order to solve his problem


Company Details

Etisalat misr (multinational)

Cairo, Egypt

N/A

Telecommunications

http://www.etisalat.eg/

Oct 2009 to May 2012 (2 years 7 months)
Customer service representative and ADSL Prepaid Collection representative at Vodafone

Experience Details

Customer service representative and ADSL Prepaid Collection representative

Customer Service/Support

Entry Level

Answers inbound calls and respond to customer requests to ensure customer satisfaction.
Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customers problems & complaints to ensure achieving the FCR target. High value customer Q support
Note: nominated and acting as a team leader for 3 months.


Company Details

Vodafone (multinational)

Cairo, Egypt

N/A

Telecommunications

N/A

Jul 2008 to Oct 2009 (1 year 3 months)
Front Desk and Help Desk Agent at Raya

Experience Details

Front Desk and Help Desk Agent

Customer Service/Support

Entry Level

Dealing with company’s potential clients (who want to open call center in raya).
Answering the company’s clients inquires and handling their complaints
Dealing with the highest managerial level in the company
Answering candidates inquires in cooperation with HR department
Open technical support tickets for the agents and notify the IT department to solve it by using (service desk plus) software
Answering calls from Egypt and all over the world


Company Details

Raya (multinational)

Cairo, Egypt

N/A

Consumer Services

http://www.rayacc.com/

Jan 2008 to Jun 2008 (5 months)
Indoor and outdoor Sales Man at ZAD Computer Services

Experience Details

Indoor and outdoor Sales Man

Sales/Retail

Entry Level

Responsible for:
- Work with customers to find what they want
- Create solutions and ensure a smooth sales process
- Selling the company’s goods from computers and accessories
- Selling network implementation contracts for companies
- Selling computer maintenance contracts for companies.


Company Details

ZAD Computer Services

Cairo, Egypt

11-50 employees

Information Technology Services

N/A

Jun 2005 to Dec 2007 (2 years 6 months)

Education

BA in Social Work

Education Details

BA

Social Work

The Higher Institute of Social Work, Egypt

C / Good / 65 - 75%

N/A

N/A

The Higher Institute of Social Work
2001 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Om El Abtal experimental language school

Egypt

1999

C / Good / 65 - 75%

N/A

Om El Abtal experimental language school
1999

Certifications

Certificate details

M.B. and Computer maintenance certificate

Jan 2006

N/A

N/A

N/A

AL Arabia Group

N/A

Certificate details

International Customer service certificate

Jan 2008

N/A

N/A

N/A

N/A

Certificate details

Blackberry Certified Specialist

Dec 2009

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Customer service course (through the customer eyes)

Feb 2008

From the ministry of communication and information technology In cooperation with Raya Academy and Raya Contact Center

N/A

Training/Course Details

Business Process Offshoring Program

Aug 2007

At The information technology institute (I T I) in cooperation with the American University in Cairo (AUC) and the Arab academy for science and technology

N/A

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

Jobseeker photo

Profile Skills and Keywords

AdministrationBlackberry Certified SpecialistBusiness DevelopmentBusiness Process Offshoring ProgramComputer SoftwareConsumer ServicesCustomer ServiceCustomer Service Course (through The Customer Eyes)Customer Service Representative And ADSL Prepaid Collection RepresentativeCustomer Service Team LeaderCustomer-orientedEnglishEtisalat MisrExcelFront Desk And Help Desk AgentIndoor And Outdoor Sales ManInformation Technology ServicesInternational Customer Service CertificateInternet Use And Search SkillsLeaderM.B. And Computer Maintenance CertificateNegotiatorOffice ManagerPower PointRayaRetailSalesSocialSocial WorkSupportTeam PlayerTechnical Support AdvisorTelecommunicationsVodafoneWord

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

International Customer service certificate

International Customer service certificate

: Expert

: Extreme - I love it!

:

3-5 years

Internet use and search skills

Internet use and search skills

: Expert

: Extreme - I love it!

:

3-5 years

Word

Word

: Advanced

: High

:

3-5 years

Power point

Power point

: Advanced

: High

:

3-5 years

Excel

Excel

: Intermediate

: High

:

3-5 years

Fields of Expertise

customer service

customer service

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Leader, Negotiator, Customer-oriented, Social, Team Player

Online Presence

https://www.facebook.com/AHMED.SRThttps://twitter.com/asrt2010

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