Ahmad Fat'hy Shohbor

• Daily queues' performance reports.
• Adhoc performance/ audit reports.
• Monitoring staff real-time performance vs. Queues service level targets recommending any needful action(s).
• Reviewing resources schedules vs. Queue performance to assure adequate optimization, to maintain customers’ experience
• Communication and troubleshooting of any technical issues.
• Owning all communications between operations and technology departments (Domestic & offshore) to ensure that planned/ unplanned outages and system maintenance/upgrades are communicated correctly to all stakeholders.
• Governing projects that require reallocation, systems upgrades to ensure successful implementation in terms of hardware and software availability.
• Following up on pending and violated customers’ requests with the technology department ensuring Service Level Agreement is met, otherwise issue is escalated appropriately.
• Develop and review daily, weekly and monthly systems/ applications performance reports that reflect system performance and impact on operation.
• Analyze reports and raise frequently occurring system issues to enhance overall system performance and minimize impact on revenue.
• Ensure that the Scope of Implemented projects are achieved successfully by conducting user acceptance tests (UATs) of different test scenarios and handle all feedback communication with the stakeholders of projects.
• Govern leavers' account deactivation in order to minimize risk on the operations & confirm confidentiality.
• Knowledge of Customer Care applications and systems, WFM software, call centers dynamics, CRM systems and technology, routing rules, etc.
• Led projects and analyzed data to identify opportunities for improvement.

• Communication and troubleshooting of any technical issues.
• Owning all communications between operations and technology departments (Domestic & offshore) to ensure that planned/ unplanned outages and system maintenance/upgrades are communicated correctly to all stakeholders.
• Governing projects that require reallocation, systems upgrades to ensure successful implementation in terms of hardware and software availability.
• Following up on pending and violated customers’ requests with the technology department ensuring Service Level Agreement is met, otherwise issue is escalated appropriately.
• Develop and review daily, weekly and monthly systems/ applications performance reports that reflect system performance and impact on operation.
• Analyze reports and raise frequently occurring system issues to enhance overall system performance and minimize impact on revenue.
• Ensure that the Scope of Implemented projects are achieved successfully by conducting user acceptance tests (UATs) of different test scenarios and handle all feedback communication with the stakeholders of projects.
• Govern leavers' account deactivation in order to minimize risk on the operations & confirm confidentiality.
• Knowledge of Customer Care applications and systems, WFM software, call centers dynamics, CRM systems and technology, routing rules, etc.

• Engaged in continuous learning and development opportunities to promote continued performance improvement.
• Collaborated with Technology and Retail to correct mistakes, track and handle premium/ platinum customers' problems.
• Educated customers on company systems, form completion, and access to services.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Assisted team leaders by providing status and performance reports to provide information on areas for improvement.

• Educated customers on company systems, form completion, and access to services.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Assisted call-in customers with questions and orders.
• Educated customers on promotions to enhance sales.
• Logged call information and solutions provided into CRM software database.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Defused customer concerns with exceptional conflict and problem resolution skills.

*** Nominated to attend 1st E-TOP-UP UAT with technology prior to service launch.

• Used consultative sales approach to listen carefully to client needs and recommend desired products and services.
• Designed and carried out market research to detect and attract new customers.
• Nurtured relationships with decision-makers in various business groups to win new business and increase repeat opportunities.
• Represented company to community and business events to gain exposure to potential consumers.
• Studied demographic data to determine optimal targets, competitor offerings and tactics for persuasion.
• Mentored and guided executive team during business development decision-making to optimize profitability, marketing strategy and communications planning.
• Informed supervisors and company leaders on markets and regional sales needs to best meet customer needs and maximize revenue.

• Responded to customer requests for products, services and company information.
• Cultivated customer loyalty, promoted repeat customers and improved sales.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Educated customers on promotions to enhance sales.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Provided primary customer support to internal and external customers in fast-paced environment.

• Used Microsoft Word and other software tools to create documents and other communications.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Offered friendly and efficient service to all customers, handled challenging situations with ease.
• Conducted research, gathered information from multiple sources and presented results.
• Carried out day-day-day duties accurately and efficiently.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Completed assigned tasks ensuring compliance with relevant auditing regulations.

• Organized sales paperwork, presented proposals and finalized contracts.
• Utilized professional sales techniques to persuasively communicate with clients.
• Served as liaison for company, clients and referred prospects regarding inquiries, issues, order management, post-sales follow-up and customer relations.
• Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
• Broadened territories and negotiated successful contracts by seeking out new clients and utilizing leadership skills.
• Initiated sales strategies by recruiting new clients through approved methods.
• Recommended accurate and effective solutions to customers after identifying problems.
• Increased revenue by acquiring new customers and determining needs to offer relevant products.
• Drove business development through proactive networking and relationship-building strengths.
• Communicated with customers to understand needs and recommend appropriate solutions.
• Increased revenue and exceeded sales goals.
• Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
• Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
• Identified client needs, built relationships and overcame objections to drive sales.
• Brought Customer Satisfaction Index levels from unsatisfactory to levels acceptable to manufacturer.
• Educated senior staff on product usage and maintenance.
• Built strong rapport with clients by understanding needs and clearly explaining products.
• Utilized effective communication and active listening skills to create client rapport to grow profitability.
• Helped resolve client problems quickly with superior customer service.

• Collected and arranged financial information and entered details into financial management system.
• Reconciled accounts and reviewed all materials, including surplus, income, expense data, net worth and assets.
• Supported monthly reporting analysis to achieve validation of internal reports and to reconcile production operations and general ledger.
• Accurately documented all cash, credit, fixed assets, accrued expenses and line of credit transactions.
• Brought errors to near-zero in reporting, payroll administration and general bookkeeping.