Waleed Mohammed Mohammed

Union Group

• Business Support ManagerFull Time

  Apr 2018 - Present -7 yrs, 2 months

  Egypt , Cairo

  • Job Details:• Design, Assign, and Follow the sales target achievement in the service centers • Budget planning/controlling for all operation activities related to (Customer Service, Technical Support, and Field Operation services). • Managing the products/spare parts forecasting for both sales and after sales operation in the service centers. • Managing the implementation and modification to the company E-Commerce channel. • Managing after sales complain handling team. • Managing and coaching customer service teams. • Responsible for coordinating and giving the needed technical trainings for the current and new engineers/technicians. • Managing all new systems modifications (Point of sale, after sales and website front and back ends). • Monitoring the after sales KPIs and take the necessary (corrective/preventive) actions if needed • Managing the quality assurance system for the after sales services. • Planning and monitoring the technical support and customer service budget and spending. • Project Manager for all newly implemented related projects (new expansions, new business lines, new processes implementation).
• IT OPERATION MANAGERFull Time

  Sep 2015 - Mar 2018 -2 yrs, 6 months

  Egypt , Cairo

  • Job Details:1- Responsible for assembling a qualified IT team to be able to handle all first line of support issue. 2- Give the technical opinion in all new branches from the IT point of view. 3- Managing all connection types (ADSL, VPN, and Microwave) 4- Planning and monitoring the IT budget and spending. 5- Handling and support operation for the sales force automation system.
• TECHNICAL SUPPORT AND TRAINING AND QUALITY CONTROL MANAGERFull Time

  Mar 2009 - Sep 2015 -6 yrs, 6 months

  Egypt , Cairo

  • Job Details:1-Do the technical training for all the current and new hired engineers. 2- the product training on all new products for all the Retail and customer service staff 3- Do the technical support operation for any new or technical issues and communicate with SAMSUNG to get all new technical info and deliver to the staff. 4- Set and monitor the execution of the quality check for after and before the maintenance operation. 5- Manage the quality control team to assure the achievement of SMSUNG KPIs. 6- Planning and monitoring the technical support budget and spending