Basic Info

Mohamed Magdy

8 years

Giza, Egypt

Master's Degree

Experienced

Work Experience

Learning & Development Senior Specialist at MetLife Alico

Experience Details

Learning & Development Senior Specialist

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

Manager

• Responsible for designing, creating, and delivering Sales Force programs to support the growth and expansion of company products and services.
• Develops sales presentations and provides reports based on information collected such as marketing trends, competition, new products, and pricing.
• Design and deliver Global Commercial Talent Strategy, working with regional Managers of Talent and Group Talent team, implementing appropriate build/ buy strategies to address talent gaps.
• Provide Soft Skills training for the new hired candidates to maintain professional sales experience plus excellent customer relationship management with clients (New, Potential and Existing).
• Provide Technical Training for the new hired candidates to ensure full awareness of all the programs and services provided by the organization.
• Provide advanced training for both managers and agents upon the new modules and techniques.
• Present business development training and mentoring to business developers and other internal staff.
• Monitoring and reporting on agents’ performance against agreed sales targets, sometimes including monitoring the performance of other sales staff.
• Ensuring compliance with regulations and procedures as laid down by the Financial Conduct Authority (FCA) by keeping up to date with all changes in the regulatory framework.
• Manage business activities focusing on financial and strategic growth of organization.
• Responsible for the development of the insurance products and its associated financial plans. Builds market position by locating, developing, defining, negotiating, and closing business relationships.
• Identifies trendsetter ideas by researching industry and related events, publications, and announcements; tracking individual contributors and their accomplishments.
• Create harmonious working environment, train and mentor staff and motivate all team members to perform efficiently.
• Locates or proposes potential business deals by contacting potential partners; discovering and exploring opportunities. Prepare agendas for meetings, document key decisions and collaborate with team members to develop project collateral.
• Plan and direct public relations programs designed to create and maintain a favourable public image for the employer or client.
• Following up with the targeted clients through efficient Customer Relationship management.
• Monitors marketing trends, tools and applications specific to the hotel industry and target market(s).
• Screens potential business deals by analysing market strategies, deal requirements, potential, and financials; evaluating options; resolving internal priorities; recommending equity investments.
• Develops negotiating strategies and positions by studying integration of new venture with company strategies and operations; examining risks and potentials; estimating partners' needs and goals.
• Closes new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations.
• Develop and maintain contact with business generators, meeting and convention planners, travel agents, tour operators, airlines, corporate client accounts, government departments and other producers closely allied to hotel business.
• Develop and maintain the company's corporate image and identity, which includes the use of logos and signage.
• Manage special events such as sponsorship of races, parties introducing new products, or other activities the firm supports in order to gain public attention through the media without advertising directly.
• Develop measurable project goals and objectives, and monitoring progress toward achievement.
• Collecting and maintaining a situation analysis of the sector targeted by the project, identifying needs, monitor changes, manage risk and progress, drafting reports and position papers related to operational activities, and as necessary providing inputs to the management for the analysis of related development
• Developing and maintaining good working relationships with clients, primarily insurance brokers and independent financial advisers (IFAs).
• Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counselling, and disciplining employees.
• Create new marketing strategies and monitor QA and QC measures.
• Monitoring & Evaluation of customer relationship reports.
• Explore and analyse market trends and identify new opportunities in assigned region.
• Gaining new business by identifying and exploiting opportunities in the local market.
• Coordinate with marketing team to develop and implement operational plans for new product launches.
• Submit Monthly reports about evaluating the team members.


Company Details

MetLife Alico (multinational)

Cairo, Egypt

501-1000 employees

Insurance

www.metlifealico.com.eg

Feb 2013 to present (3 years 10 months)
Business Development Specialist at Vodafone

Experience Details

Business Development Specialist

Quality, Business Development, Customer Service/Support

Experienced (Non-Manager)

 Develop and maintain a deep understanding of our vision and goals and how it is organized, including knowledge of every program area.
 Develops standard processes to maximize business efficiency and effectiveness.
 Designs common and industry-specific benchmarks for business development.
 Analyse alternative business development approaches and strategies.
 Testing our new services, products and promos before launching into market to ensure quality and efficiency before being represented to our customers.
 Develop and maintain a deep understanding of our vision and goals and how it is organized, including knowledge of every program area.
 Manage the deployment, monitoring, maintenance, development, upgrade, and support of all application systems, including operating systems and software.
 Incorporate company procedures and policies in operations of business unit.
 Monitor and review project activities and ensure its completion within scheduled time and budget.
 Track and record activity on accounts and help to close deals to meet these targets.
 Ensure all team members represent the company in the best way.
 Review the quality of the work completed with the project team on a regular basis to ensure that it meets the project standards.
 Verify that our web applications and tools provide accurate and updated data of customer contact details, logs of service status and delivery, suggest enhancements & improvements of company CRM tools.
 Develops a strong pipeline of new customers and projects in accounts through direct or indirect customer contact and prospecting.
 Develops strategies to present new Business Ideas to small and large perspective business partners.
 Coaches others on the design and implementation of campaigns to present products to new markets.
 Teaches others about a variety of tools and techniques for evaluating market potential.
 Provides input into strategic marketing activities for new products and enhancements to existing products based on customer needs.
 Determines requirements, designs, builds, tests, implements, maintains and enhances business systems.
 Develops and implements comprehensive test plans to ensure that systems and programs are tested and debugged.
 Continuous survey of our customers’ database to identify their needs and expectations, acting as the "Voice of the Customer" in evaluating new products and services development and refinements/adaptations of existing ones.
 Determines proper installation parameters for software and hardware, for smooth integration, transition and efficiency.
 Analyse, detects, identifies and corrects technical problems and deficiencies that affect our services and products plus Communicating with concerned parties to ensure solving them.
 Monitors and collects data on system performance.
 Plans, develops and implements backup and recovery procedures.
 Assists and trains employees.


Company Details

Vodafone (multinational)

Egypt

More than 1000 employees

Telecommunications

N/A

Nov 2010 to Feb 2013 (2 years 3 months)
Premium Loyalty Program & Retention Specialist at Vodafone

Experience Details

Premium Loyalty Program & Retention Specialist

Customer Service/Support, Marketing/PR/Advertising , Media/Journalism/Publishing

Experienced (Non-Manager)

 Handling Vodafone One Program (loyalty program) and its related tasks such as (collection points system-gift delivery –Vodafone one points complaints –special number requests –TKA-complaints).
 Ensure understanding and awareness of the Vodafone One program and all respective details and updates among Vodafone One customers.
 Communicating effectively with all associated departments (Call Center-Finance-CRM-Risk-Retail) of the Vodafone business and vendors –TKAs and shipping companies that he/she will need to engage to deliver on operational or project implementations.
 Prepare day to day reports for both operations and loyalty Service Level including the customer satisfactions trend.
 Insure achieving premium loyalty Service Level.
 Handling premium customer’s complaints through SRs, to guarantee maximum satisfaction and retention in order to turn all the dissatisfied customers to be Raving Fans.
 Handling escalation calls.
 Insure achieving premium complaints SL.
 Prepare day to day reports for both operations and Complaints SL including the customer satisfactions trend.


Company Details

Vodafone (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Oct 2008 to Nov 2010 (2 years 1 month)
Technical Support Engineer at Vodafone

Experience Details

Technical Support Engineer

Engineering - Telecom/Technology, IT/Software Development

Experienced (Non-Manager)

 Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans.
 Implementing production, productivity, quality, and customer service standards, resolving problems, completing audits, identifying customer service trends and determining system improvements.
 Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
 Responsible for assisting manager with development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.
 Supervising the new hired candidates and evaluating both their performance and results (Monitoring, Scoring and Generating reports)
 Provide quality coaching plus continual evaluation of processes and procedures.
 Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
 Training for the new hired candidates to maintain professional technical support plus excellent customer service experience.
 Provide support to customers via phone, email and remote control for the range of services and products that Vodafone provide.
 Diagnose and resolve technical hardware and software issues involving internet connectivity, email, routers and VOIP.
 Accurately process and record call transactions using a computer and designated tracking software.
 Provide the required configurations for customer's devices (Laptop, PC, Routers, Switches, Domain ... Etc).
 Maintain excellent troubleshooting, problem solving and technical analysis plus the ability to make timely decisions.
 Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
 Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
 Have excellent knowledge of VF data products (Blackberry, I-Phone, USB, ADSL…etc.).
 Identify and escalate priority issues per Client specifications.
 Redirect problems to appropriate resource.
 Report and track faults through our wholesale suppliers.
 Ensure that customers are kept up to date at all times.
 Answer customer's questions plus providing pre-sales technical support.


Company Details

Vodafone (multinational)

Egypt

More than 1000 employees

Telecommunications

N/A

Aug 2007 to Oct 2008 (1 year 2 months)
Customer Care Representative at Amigo Tech

Experience Details

Customer Care Representative

Customer Service/Support

Entry Level

 Responding customers requests and follow up their inquiries via phone.


Company Details

Amigo Tech

Egypt

101-500 employees

Telecommunications

N/A

Jun 2006 to Mar 2007 (9 months)

Achievements


 Testing our new services, products and promos before launching into market to ensure quality and efficiency before being represented to our customers.

 Detecting and reporting the technical problems that affect our service and products plus Communicating with concerned parties to ensure solving them.



 High scores and best results for the technical teams responsible for on monthly basis into applying sufficient troubleshooting and solving customer's technical problems regarding ADSL, USB, Blackberry and IPhone (Silver & Golden Awards).


 Best Achiever in applying Recommend the Best module for over 6 months and nominated to be TOT for the SPOCs among Premium/Platinum Area (RTB Champion for 6 months).  Providing best customer service experience within different departments associated with top scores (Productivity, Attitude and Hard Worker) (Employee of Month many times)  SPOC for the Redline Project as one of the modules being applied among the company for increasing the internal NPS scores.  Showed excellent performance in handling customer’s technical problems regarding our products BB, USB and Iphone.  High scores in both theoretical ad experimental tests that measure NPS (internal/external).

Education

MBA in Marketing

Education Details

MBA

Marketing

BROOKLYN ACADEMY, Egypt

A / Excellent / 85 -100%

N/A

N/A

BROOKLYN ACADEMY
2013 - 2015
Mini MBA in Sales

Education Details

Mini MBA

Sales

canadian academy, Egypt

A / Excellent / 85 -100%

N/A

N/A

canadian academy
2012 - 2012
College Diploma in Project Management

Education Details

College Diploma

Project Management

AMIDEAST, Egypt

A / Excellent / 85 -100%

N/A

N/A

AMIDEAST
2011 - 2011
BS.C. Engineering in Technical Support and Troubleshooting Modules

Education Details

BS.C. Engineering

Technical Support and Troubleshooting Modules , Adiminstration and Analyst, Telecommunications

Cairo University (Sep 2002 – Jul 2007), Egypt

C / Good / 65 - 75%

Full Operation of Gold Processing (Discovering, Surveying, Design, Ventilation, Extraction and Manufacturing)

N/A

Cairo University (Sep 2002 – Jul 2007)
2002 - 2007
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al-Orman High School

Egypt

2002

A / Excellent / 85 -100%

N/A

Al-Orman High School
2002

Certifications

NBA
May 2010

Certificate details

NBA

May 2010

N/A

N/A

N/A

INNOVATIVE Institute

N/A

Certificate details

Recommend The Best

Mar 2011

N/A

N/A

N/A

Vodafone Egypt

N/A

Certificate details

Reaching our Full Potential

Mar 2008

N/A

N/A

N/A

INNOVATIVE Institute

N/A

Smart People
Apr 2008

Certificate details

Smart People

Apr 2008

N/A

N/A

N/A

INNOVATIVE Institute

N/A

Certificate details

Emotional Intelligence

Aug 2011

N/A

N/A

N/A

INNOVATIVE Institute

N/A

Certificate details

Find a Way To Say Yes

May 2008

N/A

N/A

N/A

Vodafone Egypt

N/A

Certificate details

Together We Serve

May 2008

N/A

N/A

N/A

Vodafone Egypt

N/A

Certificate details

Different Governmental Organizations Forms

Sep 2007

N/A

N/A

N/A

AITAS

N/A

Certificate details

Human Rights Laws & Duties

Aug 2006

N/A

N/A

N/A

AITAS

N/A

Certificate details

Egyptian Elections Neutral Monitoring Committees

Jul 2005

N/A

N/A

N/A

AITAS

N/A

Certificate details

Psychology of People

Apr 2005

N/A

N/A

N/A

Sky Hopes

N/A

Certificate details

 Project Management Professional (PMP)

Dec 2012

N/A

N/A

N/A

RITI

N/A

Certificate details

 Train the Trainer (TOT)

Aug 2012

N/A

N/A

N/A

RITI

N/A

 MCITP
Mar 2012

Certificate details

 MCITP

Mar 2012

N/A

N/A

N/A

YAT

N/A

Certificate details

 Sufficient Negotiator

Sep 2011

N/A

N/A

N/A

CU

N/A

Certificate details

 CCNA & CCNP

Mar 2011

N/A

N/A

N/A

ITI

N/A

Training and Courses

Training/Course Details

Psychology of People

Apr 2005

Sky Hopes

N/A

Training/Course Details

Egyptian Elections Neutral Monitoring Committees

Jul 2005

AITAS

N/A

Training/Course Details

Human Rights Laws & Duties

Aug 2006

AITAS

N/A

Training/Course Details

Different Governmental Organizations Forms

Sep 2007

AITAS

N/A

Training/Course Details

Smart People

Apr 2009

INNOVATIVE

N/A

Training/Course Details

Emotional Intelligence

Apr 2009

INNOVATIVE

N/A

Training/Course Details

Reaching our Full Potential

Apr 2008

INNOVATIVE

N/A

This profile is fresh!
Last update 8 days ago.

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Profile Skills and Keywords

? CCNA & CCNP? MCITP? Project Management Professional (PMP)? Sufficient Negotiator? Train The Trainer (TOT)AUTO-CADAdiminstration And AnalystAdministration & AnalystArabicBusinessBusiness DevelopmentBusiness Development SpecialistC++CCNACCNP & MCITPCreativeCreativityCustomer CareCustomer Care RepresentativeCustomer ServiceDifferent Governmental Organizations FormsEgyptian Elections Neutral Monitoring CommitteesEmotional IntelligenceEngineeringEnglishFind A Way To Say YesFrenchGermanHuman Rights Laws & DutiesITInnovativeInsuranceJournalismLeadership And SupervisioningLearning & Development Senior SpecialistMBAMS OFFICE 2003 , 2007 & 2010 (Word, PowerPoint, Excel .. Etc).ManagementMarketingMediaMetLife AlicoNBAPlannerPremium Loyalty Program & Retention SpecialistPresenterProblem SolverProject ManagementPsychology Of PeoplePublishingQuality AssuranceQuality ControlReaching Our Full PotentialRecommend The BestRetailSalesSiebelSmart PeopleSoftware DevelopmentStrategic PlanningSupportTechnical Support And Troubleshooting ModulesTechnical SupportTechnical Support EngineerTelecommunicationsTogether We ServeVodafoneWindows XP, Vista & Windows 7.

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Advanced

German

German

: Beginner

: Beginner

: Beginner

: Beginner

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Windows XP, Vista & Windows 7.

Windows XP, Vista & Windows 7.

: Expert

: Extreme - I love it!

:

More than 7 years

Siebel

Siebel

: Expert

: Extreme - I love it!

:

3-5 years

MS OFFICE 2003 , 2007 & 2010 (Word, PowerPoint, Excel ……….. etc).

MS OFFICE 2003 , 2007 & 2010 (Word, PowerPoint, Excel ……….. etc).

: Expert

: Extreme - I love it!

:

More than 7 years

CCNA

CCNA

: Advanced

: Extreme - I love it!

:

1-3 years

AUTO-CAD

AUTO-CAD

: Advanced

: Extreme - I love it!

:

1-3 years

C++

C++

: Advanced

: Extreme - I love it!

:

1-3 years

CCNP & MCITP

CCNP & MCITP

: Intermediate

: High

:

Less than 1 year

Fields of Expertise

Customer Care

Customer Care

: Expert

: Extreme - I love it!

:

More than 7 years

Engineering

Engineering

: Expert

: Extreme - I love it!

:

More than 7 years

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

3-5 years

Insurance

Insurance

: Expert

: Extreme - I love it!

:

1-3 years

Strategic Planning

Strategic Planning

: Expert

: Extreme - I love it!

:

1-3 years

Administration & Analyst

Administration & Analyst

: Advanced

: Extreme - I love it!

:

1-3 years

Leadership and Supervisioning

Leadership and Supervisioning

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Planner, Presenter, Creative, Problem Solver, Innovative

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