Basic Info

Al Hassan Al Sayed

13 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Head of Customer Care at Lynks

Experience Details

Head of Customer Care

Customer Service/Support

Senior Management (e.g. VP, CEO)

Managing omnichannel customer care team, including team manager, SMEs, and agents
Reporting Customer Care metrics that signifies an accurate and complete picture of the customer experience current level.
Calibrating with the marketing department to give consistent and planned messages to different audiences.
Continuously improving sales skills for customer experience agents to maximize conversion rate.
Implementing CRM system, customer analytics, Net Promoter/Customer satisfaction rate.
Creation of customer process flow and production elements that are related to the customer experience.
Lead the ideation, development, and launch of innovative customer experience plans.
Creation & management of Business, VIP, Ticketing & Sales teams
Creation of improved team hierarchy & salary structure
Achieving outstanding revenue & customer experience performances
Creation & success of internship program
Creation of blending score as a new KRA for customer care team " a metric that evaluates the rate of learning new skills on monthly basis "


Company Details

Lynks

Alexandria, Egypt

51-100 employees

Logistics and Supply Chain

www.lynks.com

Jan 2016 to Apr 2017 (1 year 3 months)
Area Manager - Red Sea at Infinity Egypt

Experience Details

Area Manager - Red Sea

Marketing/PR/Advertising , Sales/Retail, Operations/Management

Senior Management (e.g. VP, CEO)

Managing 15+ Accounts within Red Sea area
Handling Business planning and development
Managing both ATL & BTL marketing activities for the company
Monitor and report on the effectiveness of marketing campaigns
Acquiring new merchants, clients, events and sponsorships
Managing overall public and client relations
Handling day to day operations with photographers, designers, marketing & sales teams
Creation & Management of Governmental & Charity mega events in the red sea.
Acquiring 60+ new clients within 2 years of Launching project.
Concept creation and Management of 2 Mega Fun-Fitness events " Sliders Golds Day & The Color is Gold "


Company Details

Infinity Egypt

Red Sea, Egypt

11-50 employees

Online Media , Marketing and Advertising, Photography

www.ib2bworld.com

Apr 2013 to Feb 2016 (2 years 10 months)
Sr. Relationship Manager at Barwa Bank

Experience Details

Sr. Relationship Manager

Banking

Experienced (Non-Manager)

Manage key customer relationships through regular contacts and visits by ensuring the effective call program is maintained on all assigned and prospect customers.
Identify and develop a target pipeline and aggressively market for new profitable status customers from the identified target sectors.
Manage the development of prudently priced assets, cost effective long term liability with reputable companies and organizations in order to ensure Bank’s maximum profitability.
Cultivate good rapport with clients and ensure, the bank becomes the choice for their Investment and banking.
Establish quality profit earning customer relationship within the target market
Mentoring junior members of the team.


Company Details

Barwa Bank

Doha, Qatar

N/A

Banking

N/A

Mar 2013 to Jun 2014 (1 year 3 months)
Operations Team Manager at Sutherland Global Services

Experience Details

Operations Team Manager

Customer Service/Support, Sales/Retail

Manager

Handling day to day operations “ customer satisfaction, sales, quality and AHT“
Handling daily coaching for revenue generation and customer experience
Engaged with client meetings and calibration calls
Reporting of performance metrics & compliance
Handling SME development and support calibers
Performing sales validation process and handling canceled/chargeback/churn
Team development and product knowledge training
Dedicated for operations final interview to candidates
Handled large scale teams: 100+ when delegated as account manager
The author of " 12 things you need to know to get any customer to say yes! " & " excellent customer experience recipe " call flow
Created nesting official scorecard for AT&T U-verse
Consistent top 5 rank globally as team manager


Company Details

Sutherland Global Services (multinational)

Alexandria, Egypt

N/A

Telecommunications

N/A

Aug 2011 to Jan 2013 (1 year 5 months)
Subject Matter Expert/Sales Coach at Sutherland Global Services

Experience Details

Subject Matter Expert/Sales Coach

Customer Service/Support

Experienced (Non-Manager)

Handling customer escalation and follow-ups
Revenue coaching and product knowledge skill transfer
Managing team AHT/sales daily targets
Performing sales validation process and handling canceled/chargeback/churn
Chosen as SME's delegated leader
Creator of product knowledge clinic " Ask Al-Hassan "


Company Details

Sutherland Global Services

Alexandria, Egypt

N/A

Telecommunications

N/A

Jan 2011 to Aug 2011 (7 months)
Senior Support Specialist at StreamGlobal Services

Experience Details

Senior Support Specialist

Customer Service/Support

Experienced (Non-Manager)

Supporting support agents with billing/technical inquiries for Sirius XM Radio
Providing Technical/Soft skills training
Providing coaching/skill transfers for agents


Company Details

StreamGlobal Services

Alexandria, Egypt

N/A

Telecommunications

N/A

Mar 2008 to Nov 2010 (2 years 8 months)
Telesales Advisor at Amecotech Corp.

Experience Details

Telesales Advisor

Sales/Retail

Entry Level

Telesales for Superpages.com


Company Details

Amecotech Corp.

Cairo, Egypt

N/A

Marketing and Advertising

N/A

Nov 2004 to Feb 2006 (1 year 3 months)

Education

B.S.C in Veterinary Medecine

Education Details

B.S.C

Veterinary Medecine

Cairo University, Egypt

Not specified

N/A

N/A

Cairo University
2003 - 2008

Certifications

Certificate details

Student Development Program

Jan 2008

N/A

N/A

N/A

Faculty of Pharmacy

Miscellaneous Skill Set to Develop Students :
Business Skills
Basics of Etiquette
How to write CV
Business E-mail
Business Language
Communications Skills

Training and Courses

Training/Course Details

Lead 100 " Management / Leadership "

Jan 2012

Sutherland

Management & Leadership Skills Coaching Techniques Leading VS Management Disciplinary Actions HR Engagement Time Management Code of Business Conduct

Training/Course Details

Manager's Academy

Aug 2012

AT&T

Coaching Tactics and Techniques Accountability Sessions Setting Expectations Acceleration Huddles Motivation Techniques Time Management & Task Prioritizing

Training/Course Details

HP LIFE Online Training

Jan 2014

HP

Social Media Marketing Basic Finance Communication Skills Organizational Behavior Operations Management Social Media Digital Marketing

Training/Course Details

Management and Leadership

Jan 2014

Mind Tools " mindtools.com "

Self Study through Mind Tools online community : Time Management Leadership Management Styles Problem Solving Communication Skills Career Skills

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

Adobe PhotoshopArea Manager - Red SeaBankingBusiness DevelopmentCRMCoachingCommunicatorCreativeCustomer SatisfactionCustomer ServiceCustomer-orientedE-CommerceEnglishFacebookHP LIFE Online TrainingHard WorkerHead Of Customer CareLead 100 " Management / Leadership "LeaderLogistics And Supply ChainManagementManagement And LeadershipManager's AcademyMarketingMarketing And AdvertisingMedia ProductionMicrosoft ExcelMicrosoft OfficeMicrosoft PowerPointMicrosoft WindowsOnline MediaOperations Team ManagerOperations/Client ManagementPhotographyPublic RelationsRecruitmentRetailSalesSales And TeleMarketingSenior Support SpecialistSocial MediaSr. Relationship ManagerStudent Development ProgramSubject Matter Expert/Sales CoachSupportSutherland Global ServicesTelecommunicationsTelesales AdvisorTrainingVeterinary Medecine

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Facebook

Facebook

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft Windows

Microsoft Windows

: Advanced

: Extreme - I love it!

:

More than 7 years

Social Media

Social Media

: Advanced

: Extreme - I love it!

:

5-7 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

5-7 years

CRM

CRM

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: Extreme - I love it!

:

3-5 years

Adobe Photoshop

Adobe Photoshop

: Beginner

: Extreme - I love it!

:

Less than 1 year

Fields of Expertise

Operations/Client Management

Operations/Client Management

: Expert

: Extreme - I love it!

:

3-5 years

Coaching

Coaching

: Expert

: Extreme - I love it!

:

3-5 years

Management

Management

: Expert

: Extreme - I love it!

:

3-5 years

Customer Satisfaction

Customer Satisfaction

: Expert

: Extreme - I love it!

:

More than 7 years

Sales and TeleMarketing

Sales and TeleMarketing

: Expert

: Extreme - I love it!

:

More than 7 years

Training

Training

: Advanced

: Extreme - I love it!

:

3-5 years

Recruitment

Recruitment

: Advanced

: High

:

1-3 years

Photography

Photography

: Intermediate

: Extreme - I love it!

:

1-3 years

Public Relations

Public Relations

: Intermediate

: Medium

:

1-3 years

E-Commerce

E-Commerce

: Intermediate

: Extreme - I love it!

:

1-3 years

Media Production

Media Production

: Beginner

: Extreme - I love it!

:

1-3 years

Social Media

Social Media

: Little knowledge

: High

:

Less than 1 year

Key Skills

Leader, Communicator, Hard worker, Customer-oriented, Creative

Online Presence

www.linkedin.com/pub/alhassan-alsayed/3b/b20/13b alhassan.dvm

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