Basic Info

Shaheer Iskandar

11 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Key Account Manager at Sarmady

Experience Details

Key Account Manager

Marketing/PR/Advertising

Experienced (Non-Manager)

Major Key Activities:
• Act as a client-facing consultant to identify, develop, and execute social media marketing campaigns and programs.
• Assuring that all the brief received from client side is being communicated clearly to the stack holders assuring that all
the process is working according to client direction.
• Directly manage one or more channels to drive performance according to social media strategies and goals
• Use a data-driven approach via web analytics for monitoring and reporting of online marketing campaigns
• Interface with clients, account managers, and strategic leads to deliver for clients across a wide array of industries
• Serve as thought leader and client advocate for new technologies, platforms, and programs.
• Covering on ground client activations throughout different social media platforms.
• Create timely and engaging content optimized for platform used and intended audience.
• Monitor sites for customer service opportunities and initiate conversations on behalf of the client.
• Stay current with social media trends and tools – includes attending networking and educational events, reading blogs,
and listening to podcasts.
• Continue to refine and define our social marketing process.
• Work with teams to create a solid branding message that’s reflected across Atomic marketing materials, social media
content and shared by employees
• Creating a portfolio of client accounts and monitoring the ongoing activities related to them.
• Managing, reviewing progress and delivering the client’s advertisement projects.
• Conducting meetings with the clients as well as informing them about the current work status of their projects.
• xEstablishing relationships with new clients and maintaining and nurturing business relationships with existing clients.
• Identifying accounts whose revenue may be shrinking so as to address any ‘at risk’ customers and reach out to these
accounts to ensure they are retained.
Special tasks;
Acting as social media team leader.
• Leading social media team assuring all clients operations are going according to client vision and needs.
• Quality of content assurance to meet the client bench mark.
• Developing social media and digital strategies supporting business development team.
• Work with internal stakeholders on big events & campaigns activations to increase buzz around a certain activity
• Analyze and evaluate social media campaigns and strategies
• Reporting on effectiveness of campaigns & monitoring trends in social media
• Monitoring the activities of main competitors in social media
• Budgets for social media activities
• Generating, monitoring and tuning Facebook paid ads targeting the desired audience according to client’s field of

interest.


Company Details

Sarmady

Cairo, Egypt

101-500 employees

Marketing and Advertising

www.sarmady.net

Dec 2016 to present (1 year)
Senior Cloud computing support Agent at Vodafone Egypt

Experience Details

Senior Cloud computing support Agent

Customer Service/Support

Experienced (Non-Manager)

Major Key Activities:
• Own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Exchange, Sharepoint, webhosting, eshop, CRM) and other business solutions till closure and post resolution call to ensure customer satisfaction and close case.
• Conduct outbound calls for problems received from customers through any touch point (retail, call centers & corporate sales) or received through business solutions mailbox to ensure solving the customer problem according to the SL.
• Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet
site are done according to SL.
• Provides relevant and accurate information (Services, Products & Policies).
• Escalate all technical inquiries to the specified 2nd line department through a standard SLA whenever needed and
ensure that all escalations contain complete information to ensure resolution targets are achievable.
• Conduct the necessary orientation sessions to all Customer Care staff regarding newly launched products.
• Attending different UATs to ensure that any new business solution or product is compatible with systems and internal
processes.
• Handle new complicated services and business solutions currently in the market.
• Contact related vendors & liaise with them reported problems.
• Monitor SLA time frames and report them till closure
• Meeting/exceeding department KPIs consistently & innovatively.
• Provide customer with appropriate options/right suggestion.
• To maintain average of the supervisor observations and the QA observations according to KPIs.
• Provide Some customers special visits to ensure solving their problem incase repeated and to assure total solution
• Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.
• Acting on VOC with Full process to have it on production.
• Handle customer inquiries through Web Chat on Vodafone formal site.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Oct 2013 to Dec 2016 (3 years 2 months)
Senior Business Solutions support Agent at Vodafone Egypt

Experience Details

Senior Business Solutions support Agent

Customer Service/Support

Experienced (Non-Manager)

Major Key Activities:
• Gather, filter, & communicate the necessary telecom. Technologies materials & information "especially new handsets, connectivity
hardware & software, new products & services” in a simplified way to
be easily understood by Call Center / Corporate agents.
• Handle escalated calls from either the call center or directly from the
customers to an outcome of maximum customer satisfaction.
• Handle multiple scopes of tasks of (UAT'S) user acceptance tests, internal & external service level agreements.
• Provide Call Center / Corporate agents with acceptable technical


knowledge to be able to enhance quality of services offered.
• Conduct the necessary orientation sessions to all customer care staff
regarding newly launched products & services, refresher session on
current products & services, any gathered materials that needs to be explained to COPS staff
• Conducting training for customer care and retail stuff for all the 3G solutions .
• Visiting VIP customers for BlackBerry and data connectivity products orientations and troubleshooting for problem
solving.
Special projects &tasks:
• Product Owner
• Providing clear insights for the product including detailed analysis.
• Ensure that all product problems are handled professionally
• Periodic review of all processes of business solutions products/services.
• Professional handling of UAT’s for products acceptance
• Insure that periodic enhancement of product knowledge among team and other customer care staff.
• Professional communication style for Business solutions product/services to all stakeholders.
• Forecasting the behavior of our market competitors and planning for long and short term proactive actions.
• Store tech-support
• Supporting all the blackberry Models (hardware maintenance and software)
• USB Modems (Software and Firmware)
• 3G routers Novatel mifi, Huawei “E960, B970”, Linksys littleBox (Software and Firmware)
• iPhone all the technical problem (advanced troubleshooting and software update)
• Pre-PO Products Testing
• Performing light testing for the new products to be delivered to the market.
• Providing stakeholders with the recommendations for the products to be enhanced before PO
• Approving the new products to perform the PO from the concerned parties’ side.
• Technical Training Team
• Conducting technical training for 3G products provided by Vodafone to All customer care teams either new hiring or
any updates regarding new services
• Establishing , updating and enhancing training materials
• Assess pre and after training for all the customer care agents joined the training
• Internet call center delegated team leader
• Be in charge of running and managing
• Conduct regular review of all call center agents’ performance and organize training sessions for under performers
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards
• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their
challenges at all times
• Ensure a safe and harmonious working environment for all other team members


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Oct 2008 to Oct 2013 (5 years)
Sales Advisor at Vodafone Egypt

Experience Details

Sales Advisor

Sales/Retail

Entry Level

1.Customer Care

• Communicate effectively with other departments in order to provide the required customer service standards.
• Handling customers' inquiries and complaints. (up to 80 customer/shift)
• Consumer and enterprise Customer Care activities: New activation, Sim Swap, E-top up, Vodafone cash
(deposit/withdrawal), Data Entry, Wrong recharge, Wrong Data, Fraud handling, Introduce Value Added Services to customers, Conversions (from any rate plan to any other rate plan), Change of ownership, Complains handling, Bill payment, Retention/churn, cash refund (negative balance, security deposit).
• After sales service.
• Provide excellent knowledge of all Vodafone’s services, products, offers, promotions.
• Achieve the agreed Mystery Shopping & Telephonic Interview bar.
• Provide the customers with accurate information related to the company’s products and services.
• Awareness of the competition updates in products & services with high ability of comparing.
• Implementing and maintaining the friendly expert attitude with all customers at all times.
• First Visit Resolution implementation.


• Handling Vodafone One customer’s inquiries ensuring the required quality of service.
• Full implementation of Vodafone One redemption process (individual & corporate).

2. Sales

• Promote, demonstrate, sell, activate & troubleshoot Vodafone services & products:
• Achieve the agreed sales targets for the different consumer and enterprise products & services (lines,
handsets, and
accessories, air time, Vodafone Cash, VMC, USB, Blackberry, Little Box and ADSL).
• Furnish and enhance sales & after sales services to consumer & enterprise, keeping a customer database.

3. Cash

• Handling up to L.E.70K cash, credit, cheques and withholding tax per shift.
• Enhancing the cash variance month over month.
• Adherence to all cash operation policies & procedures.

4. Operation

• Providing required training and guidance to junior staff.
• Handling the store’s floor in high traffic cases.
• Acting as shift leader in case of supervisor’s absence.
• Using all applications and tools (Wincash, Siebel, Minsat, E-top up, Visa machine, Vodafone Cash Machine, intranet, internet)
• Handling all required paper work (contracts & forms quality, filing, archiving)
• Inventory handling.
• Maintaining store’s look and feel (cleanliness, displays, brochures)
• Reporting daily bank accounts.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com

Oct 2006 to Sep 2008 (1 year 11 months)
Training Coordinator & Sales Representative at International Marketing & Management Institute (IMI)

Experience Details

Training Coordinator & Sales Representative

Operations/Management

Entry Level

Managing all of the logistical and administrative work needed to ensure instructor-led and training programs run successfully
• Ensuring that the training facility is prepared with all of the training materials and equipment in place and ready for use.
• Making travel arrangements for trainers and if needed,
• emailing training pre-work and class reminders to participants
• Arranging training agenda & materials
• Managing catering
• Gathering and analyzing course evaluation and attendance data.
• Gathering required data for a forecasted client
• Conducting sales visits to clients


Company Details

International Marketing & Management Institute (IMI)

Cairo, Egypt

51-100 employees

Training and Coaching

http://www.imi-intl.com

Jan 2006 to Sep 2006 (8 months)
Marketing RESEARCHER at IPSOS EGYPT

Experience Details

Marketing RESEARCHER

Analyst/Research

Student

A part-timer researcher performing qualitative questionnaire with the targeted segments of Audience


Company Details

IPSOS EGYPT

Cairo, Egypt

101-500 employees

Market Research

https://www.ipsos.com/en/ipsos-world?language_content_entity=en#middle

Jan 2002 to Jan 2006 (4 years)
Training CO-ORDINATOR at International Marketing & Management Institute (IMI)

Experience Details

Training CO-ORDINATOR

Operations/Management

Student

• A part-timer, coordinating all the conducted sessions for remote areas regarding the USAAID health projects in the remote areas.


Company Details

International Marketing & Management Institute (IMI)

Cairo, Egypt

101-500 employees

Market Research

http://www.imi-intl.com

Aug 2005 to Sep 2005 (1 month)

Education

Computer science in computer science

Education Details

Computer science

computer science

Modern Academy University, Egypt

C / Good / 65 - 75%

N/A

N/A

Modern Academy University
2001 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Patriarchal College

Egypt

2001

A / Excellent / 85 -100%

N/A

Patriarchal College
2001

Certifications

Certificate details

Time and stress management

Jan 2005

N/A

N/A

N/A

IMI

N/A

Training and Courses

Training/Course Details

Time and stress management

Apr 2006

IMI

N/A

Training/Course Details

Basic Selling Techniques

May 2006

The American chamber of commerce in Egypt

N/A

Training/Course Details

Building The Best Retailer

May 2007

Vodafone Egypt

N/A

Training/Course Details

Internet Information system, Windows Server 2008

Dec 2008

YAT

N/A

Training/Course Details

Cloud computing Basics

Dec 2013

Vodafone Academy

N/A

Training/Course Details

office 365 administration and power end user

Sep 2015

Vodafone academy

N/A

This profile is outdated!
Last update more than 6 months ago.

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Profile Skills and Keywords

Adobe LightroomAdobe PhotoshopArabicBasic Selling TechniquesBuilding The Best RetailerBusiness DevelopmentCloud ComputingCloud Computing BasicsComputer ScienceCustomer ServiceEnglishIOSInternet Information System, Windows Server 2008Key Account ManagerManagementMarket ResearchMarketingMarketing And AdvertisingMarketing RESEARCHERMicrosoft OfficeOffice 365Office 365 Administration And Power End UserOpen Doors PolicyResearchRetailRetail StoresSalesSales AdvisorSenior Business Solutions Support AgentSenior Cloud Computing Support AgentSharing IdeasSiebelSocial MediaSupportTelecommunicationsTelecommunications Business SolutionsTime And Stress ManagementTraining And CoachingTraining CO-ORDINATORTraining Coordinator & Sales RepresentativeTransparencyVodafone Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Advanced

: Advanced

: Advanced

Tools and Technologies

Siebel

Siebel

: Expert

: Extreme - I love it!

:

More than 7 years

office 365

office 365

: Expert

: Medium

:

1-3 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

iOS

iOS

: Advanced

: Extreme - I love it!

:

3-5 years

adobe lightroom

adobe lightroom

: Advanced

: Extreme - I love it!

:

3-5 years

Adobe Photoshop

Adobe Photoshop

: Beginner

: Extreme - I love it!

:

3-5 years

Fields of Expertise

telecommunications business solutions

telecommunications business solutions

: Expert

: Extreme - I love it!

:

More than 7 years

Social Media

Social Media

: Expert

: Extreme - I love it!

:

1-3 years

retail stores

retail stores

: Advanced

: Extreme - I love it!

:

1-3 years

cloud computing

cloud computing

: Intermediate

: Extreme - I love it!

:

1-3 years

Online Presence

https://www.linkedin.com/in/shaheer-magdy-04866255/https://www.facebook.com/shaheer.alex

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