Basic Info

Ghada ElBakly

10 years

Cairo Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

Sales Executive at Alfardan Sports Motors - Maserati

Experience Details

Sales Executive

Sales/Retail

Experienced (Non-Manager)

Objectives
Achieve sales target defined together with the Sales manager and ensure customer satisfaction / loyalty

Main Activities

1.Customer reception and test-drive
- Receipt customers according to the HQ sales operating guidelines
- Perform test-drive and collect customer’s feedbacks
- Manage directly relationship with the customers

2. Estimations and contracts
- Offer estimations on cars, options and services applying defined guidelines
- Write contracts, collect required documentations and manage car delivery procedures
- Offer and illustrate the whole world of services (e.g. financing, insurance, extended warranty, …) to support car purchasing

3. Pre-owned management
- Manage negotiation for pre-owned car sales
- Evaluate and actively propose car trade-ins whenever it is possible, correctly defining the PO vehicle transfer price
- Execute technical check (only car body) and involve technician in trade-ins evaluation
- Adopt a proactive sale approach

4. CRM
- Perform prospecting activities using available marketing tools
- Assure prospect form fulfillment, customer profile updating and share information with the HQ
- Manage customer database
- Manage customer communication plan (e.g. waiting list and after-sale)
- Execute periodical FU calls to monitor post-sale customer satisfaction


Company Details

Alfardan Sports Motors - Maserati

Doha, Qatar

More than 1000 employees

Automotive

www.alfardan.com.qa/alfardan-sports-motors

Nov 2014 to Apr 2016 (1 year 5 months)
HR Generalist & Office Administrator at 4Energy Egypt

Experience Details

HR Generalist & Office Administrator

Administration

Manager

Planning with Maintenance Engineer for Site Installations and Responding to clients Sites maintenance and Alarms
-Coordination with Installation & Maintenance Manager in having clients Site Access issues as for smoothing the Installation process
-Supporting Every Department in its administrative and financial related matters.
Responsibilities & Duties
Prepare or maintain employment records related to events such as hiring, termination, leaves, transfers, or promotions, using human resources management system software.
Interpret and explain human resources policies, procedures, laws, standards, or regulations.
Hire employees and process hiring-related paperwork.
Inform job applicants of details such as duties and responsibilities, compensation, benefits, schedules, working conditions, or promotion opportunities.
Schedule or conduct new employee orientations.
Maintain and update human resources documents, such as organizational charts, employee handbooks or directories, or performance evaluation forms.
Confer with management to develop or implement personnel policies or procedures.
Select qualified job applicants or refer them to managers, making hiring recommendations when appropriate
Developing constructive and cooperative working relationships with others, and maintaining them over time.
Sending monthly staff Payroll Sheet.
Performing day-to-day administrative tasks such as maintaining information files and processing administrative paperwork.
Coordination with company’s client in having site access’s for Survey, Installation and maintenance activities.
Providing assistance for Teams if they had access problems/obstacles at sites.
Performing all financial activates such as Cashbox settlements /Checks Withdrawals /Assisting with the Accounting firm at every month closure.
Providing monthly supplies /Consumables for office needs


Company Details

4Energy Egypt (multinational)

Cairo, Egypt

51-100 employees

Telecommunications

http://www.4energy.co.uk/

May 2012 to Nov 2014 (2 years 6 months)
International Account Supervisor-UK Operation at Vodafone Egypt

Experience Details

International Account Supervisor-UK Operation

Operations/Management

Manager

. Team Coaching &Development;
§ Develop team members through monthly coaching, the provision of on target feedback, counseling &recognition;.
§ Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs &Customer; Operations Targets
§ Facilitate performance reviews using the “Performance Dialogue” Framework for team members
§ Ensure all team members adhere to Vodafone policies &procedures;
§ Adopt and ensure team member adherence to Acts & Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act

2. Team Support
§ Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers
§ Ensure efficient and effective dissemination &communication; of information to team members

3. Customer Support
§ Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.
§ Be a point of escalation in the handling of customer queries and complaints to the point of resolution
§ Maintain an up to date personal and team knowledge of Vodafone products and services.
§ Be responsible for the real time activity and agent productivity within the Contact Center.

4. Leadership
§ Participate in the preparation and implementation of operational plans
§ Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.

5. KPIs/Measures
§ Adherence to coaching team members monthly on call quality § Team Adherence to Vodafone policies and procedures
§ Team knowledge of products, services and applications.
§ Quality of communication with internal and external customers § Deliver performance reviews and development plans


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com

Jan 2010 to Apr 2012 (2 years 3 months)
International Account Supervisor-AU Operation at International Account Supervisor-AU Operation

Experience Details

International Account Supervisor-AU Operation

Customer Service/Support

Manager

Team Coaching &Development;
§ Develop team members through monthly coaching, the provision of on target feedback, counseling &recognition;.
§ Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs &Customer; Operations Targets
§ Facilitate performance reviews using the “Performance Dialogue” Framework for team members
§ Ensure all team members adhere to Vodafone policies &procedures;
§ Adopt and ensure team member adherence to Acts & Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act

2. Team Support
§ Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers
§ Ensure efficient and effective dissemination &communication; of information to team members

3. Customer Support
§ Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.
§ Be a point of escalation in the handling of customer queries and complaints to the point of resolution
§ Maintain an up to date personal and team knowledge of Vodafone products and services.
§ Be responsible for the real time activity and agent productivity within the Contact Center.

4. Leadership
§ Participate in the preparation and implementation of operational plans
§ Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.

5. KPIs/Measures
§ Adherence to coaching team members monthly on call quality § Team Adherence to Vodafone policies and procedures
§ Team knowledge of products, services and applications.
§ Quality of communication with internal and external customers § Deliver performance reviews and development plans


Company Details

International Account Supervisor-AU Operation (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com

Jan 2010 to Mar 2010 (2 months)
International Account Advisor / International Account Senior Advisor at Vodafone Egypt

Experience Details

International Account Advisor / International Account Senior Advisor

Customer Service/Support

Experienced (Non-Manager)

-I work as a Business Solutions Technical Support representative for Vodafone Australia: -Network troubleshooting -Data troubleshooting -Blackberry, Mobile Broadband Connection troubleshooting
-As a senior adviser, I got more tasks to do:
1-Maintain the performance of the team, and that they are meeting the SL, Quality and the KPIs
2- On weekly bases make sure to finish the data for the weekly conference with Vodafone AU that contains the queue performance in a week
3- Make sure to report any common issues with the agents, and come up with ideas and initiatives to solve it


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com

Sep 2007 to Dec 2009 (2 years 3 months)

Achievements


i am a tier one Corsa Pilota(Race Driver) certified for driving Maserati Ghibli and Quattroporte from Maserati,Italy

Also certified for completing high selling impact training course from Maserati, Dubai


contributed to the knowledge base to help customer service advisers to find the data they are looking for faster


Education

law license in law

Education Details

law license

law

Ain Shams Universityv, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams Universityv
2002 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

cairo international school

Egypt

2002

B / Very Good / 75 - 85%

N/A

cairo international school
2002

Certifications

Certificate details

Management, Communication and Soft Skills Training

Apr 2011

N/A

N/A

N/A

Vodafone

N/A

Certificate details

COPC Introduction

Jan 2011

N/A

N/A

N/A

COPC

N/A

Training and Courses

Training/Course Details

High impact selling

May 2015

Maserati Dubai

Key selling points

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

Jobseeker photo

Profile Skills and Keywords

4Energy EgyptAdaptiveAdministrationAnimalsArabicAutomotiveBusiness DevelopmentBusiness-orientedCOPC IntroductionCommunicatorCustomer ServiceCustomer-orientedEnglishFlexibleFrenchHR Generalist & Office AdministratorHTML, XHTML & PHPHigh Impact SellingInternational Account Advisor / International Account Senior AdvisorInternational Account Supervisor-AU OperationInternational Account Supervisor-UK OperationLawMS OfficeManagementManagement, Communication And Soft Skills TrainingOS (Windows, Mac & Linux)Problem SolverReading (Social History And Novels)RetailSalesSales ExecutiveSpring And FallSupportSwimmingTelecommunicationsVodafone Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Beginner

: Intermediate

: Beginner

Tools and Technologies

MS Office

MS Office

: Advanced

: High

:

More than 7 years

OS (Windows, Mac & linux)

OS (Windows, Mac & linux)

: Advanced

: High

:

More than 7 years

HTML, XHTML & PHP

HTML, XHTML & PHP

: Intermediate

: Medium

:

1-3 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Administration

Administration

: Advanced

: High

:

5-7 years

Management

Management

: Advanced

: High

:

5-7 years

Key Skills

Business-oriented, Communicator, Customer-oriented, Problem Solver, Flexible / Adaptive

Online Presence

https://eg.linkedin.com/in/ghada-elbakly-a7335853https://m.facebook.com/Ghada.Elbakly

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