Basic Info

Name: Fady Naguib

Professional Experience: 8 years

Location: Giza, Egypt

Highest Education: Bachelor's Degree

Career Level: Manager

Work Experience

Account Manager at Al Moasher ( KSA Stock )

Experience Details

Job Title: Account Manager

Job Role: Sales/Retail

Career Level: Manager

Job Details: responsible for the daily performance and managing the team leaders and making sure all the deliverables are being made and the goals are met. Maintaining the company’s targets and requirements. Following up on the team leaders and providing the proper coaching and support.

Company Details

Name: Al Moasher ( KSA Stock )

Location: Cairo, Egypt

Size: 101-500 employees

Industries: Capital Markets

Website: www.ksa-stock.com

Feb 2016 to present (1 year 5 months)

Sales Manager at Al Moasher (WinWin.com)

Experience Details

Job Title: Sales Manager

Job Role: Customer Service/Support

Career Level: Manager

Job Details: Responsible for the daily one-one coaching and managing all the agents assigned to the sales campaign for the website. Making sure that the sales strategy is being followed and we are on the daily target. Maintaining the client’s requirements and targets.

Company Details

Name: Al Moasher (WinWin.com)

Location: Cairo, Egypt

Size: 101-500 employees

Industries: Consumer Services

Website: www.winwinbiz.com

Dec 2015 to Feb 2016 (2 months)

Team Leader at Stream a company of Convergys

Experience Details

Job Title: Team Leader

Job Role: Customer Service/Support, Logistics/Supply Chain

Career Level: Manager

Job Details: Lead Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Stream’s mission.
Provide day-to-day supervision and management of directly assigned team of Support Professionals. Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
Conduct multiple call-coaching training sessions each week. Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner. Communicate expectations to new employees and provide timely business updates and changes.
Administer and manage payroll in accordance with company policy and procedures.
Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly.
Provide escalation support to Support Professionals by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible. Ensure that the guidance is translated into coaching and effective feedback for the Support Professionals.
Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals.
Schedule and coordinate team activities.
Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of Performance Success Plans .
Partner with Human Resources to screen, interview and hire Support Professionals for contract. Ensure that effective training and mentor resources are provided for all employees.
Attend required manager development training.
Team with support organizations (Quality and Learning, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities.
Stay current on internal work processes, policies and procedures.
Responsible for understanding and complying with all company and team policies and procedures.
Other duties as assigned.

Company Details

Name: Stream a company of Convergys (multinational)

Location: October 6 City, Egypt

Size: 501-1000 employees

Industries: Consumer Services

Website: www.convergys.com

Aug 2010 to Oct 2015 (5 years 2 months)

Acting as Team Manger at Etisalat Egypt (UAE Account )

Experience Details

Job Title: Acting as Team Manger

Job Role: Customer Service/Support

Career Level: Experienced (Non-Manager)

Job Details: Work on the Support line for Escalations
Deliver Updates sessions for the Customer Support Professional.
Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice.

Company Details

Name: Etisalat Egypt (UAE Account ) (multinational)

Location: Cairo, Egypt

Size: 101-500 employees

Industries: Information Technology Services, Consumer Services

Website: N/A

Jan 2009 to Jan 2010 (1 year)

Banker at HSBC Bank Egypt

Experience Details

Job Title: Banker

Job Role: Accounting/Finance, Banking

Career Level: Entry Level

Job Details: Front Line Services Dealing with costumers face to face Responsible of managing Clients portfolios
Depositing, Withdrawing and transferring services.

Company Details

Name: HSBC Bank Egypt

Location: Giza, Egypt, Egypt

Size: More than 1000 employees

Industries: Accounting and Auditing Services, Banking

Website: www.hsbc.com.eg

Feb 2008 to Jan 2009 (11 months)

Tele Sales Supervisor at Unitek Egypt

Experience Details

Job Title: Tele Sales Supervisor

Job Role: Customer Service/Support

Career Level: Experienced (Non-Manager)

Job Details: Responsible on the agent’s attendance
Managing Agent’s Payroll
Responsible of managing Clients orders
Coordinating with the shipping agencies (Courier services)
Monitoring the calls to make sure that it meets the quality criteria

Company Details

Name: Unitek Egypt

Location: Cairo, Egypt

Size: 51-100 employees

Industries: Consumer Services

Website: N/A

Feb 2006 to Jan 2007 (11 months)

Achievements

See Achievements

Achievements as Account Manager at Al Moasher ( KSA Stock ) (2016 - present)
I developed the Company's process in terms of operation.
I Created a performance management process in order to be reviewed bi-weekly basis.
Enhanced the KPI's scheme to be suitable with the Egyptian market.
Salaries increase with by a decent percentage to stop the turnover %.

Other achievements in school, university, sports, etc...
top seller in convergys global services from year 2013 to year 2014 best team manager of 2014 in stream global services