Ahmed Galal
IT Service Owner
Giza
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
2
2
Certificates
3
3
Languages
4
4
years of post-secondary education
Work History
IT Service Owner
HSBC Egypt Bank
Cairo
04.2021 - Current
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Negotiated and managed third-party contracts related to project deliverables & Prepared and submitted project invoices for review and approval.
- Provided detailed project status updates to stakeholders and executive management.
- Monitored project performance to identify areas of improvement and make adjustments.
- Developed and implemented project plans and budgets to ensure successful execution.
- Facilitated workshops to collect project requirements and user feedback.
- Identified plans and resources required to meet project goals and objectives.
- Met project deadlines without sacrificing build quality or workplace safety.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Created and terminated user's accounts from start to finish in business applications.
- Understood key product management roadmap objectives and requirements to develop product technology strategy.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Managed Over 22 Applications.
- Delivered 6 projects between small & big projects.
Sales & Services Officer
HSBC Egypt Bank
Cairo
03.2018 - 04.2021
- Generated new sales leads to achieve and exceed monthly sales goals.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Attended monthly sales meetings and quarterly sales trainings.
- Built diverse and consistent sales portfolio.
- Achieved or exceeded company-defined sales quotas.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to build rapport and loyalty.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Managed over 50 customer call per day.
- Managed over 30 walk in customers per day.
- Exceeded company-defined sales quotas by 30%.
Bank Teller
HSBC Egypt Bank
Cairo
09.2017 - 02.2018
- Educated customers on use of banking website and mobile apps.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Managed over 50 walk in customers per day.
- Exceed referral quota by 70%.
Universal Teller
Credit Agricole Egypt Bank
Cairo
06.2016 - 08.2017
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Handled various accounting transactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Managed over 30 walk in customers per day.
Reservation agent / Global Reservation Manager
Memphis Tours Egypt
Giza
03.2014 - 06.2016
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Resolved various issues and discrepancies for customers.
- Generated and reported performance metrics to management to inform decision-making.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Maintained awareness of types of rooms available in different resort locations.
- Cost saves by 30% for reservation department.
- Increased sales revenue by 20% by making deals with outsource companies.
Purchasing agent
Heinz Egypt
Giza
06.2013 - 02.2014
- Reviewed proposals, qualified vendors, and recommended optimal suppliers.
- Tracked inventory shipments and prepared spreadsheets detailing item information.
- Solved diverse supply chain problems involving numerous sources, logistics, and scheduling factors.
- Maintained complete documentation and records of all purchasing activities.
- Determined lowest possible cost, factoring in quality, and reliability and negotiated favorable contracts.
- Negotiated policies and contracts with vendors to achieve optimal pricing and consistent availability.
- Computed \ created purchase orders to monitor stock levels, verify purchase requisitions and expedite customer orders.
- Employed expert inventory management and oversight skills to formulate business metrics and meet corporate goals.
- Cost saves by 40% from assigned budget.
Call Center Customer Service Representative
Raya Contact Center
Cairo
09.2012 - 12.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Managed over 100 customer call per day.
Customer Service Trainee
CIB New Maadi
Cairo
07.2010 - 08.2010
- Cross-trained and backed up other customer service managers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Bachelor of Commerce - Accounting
Cairo University
Giza, GZ 05.2007 - 05.2011
Skills
IT Service Management (ITSM) Oversight
Certification
Fintech 360, CFTE
Timeline
Fintech 360, CFTE
04-2023
IT Service Owner
HSBC Egypt Bank
04.2021 - Current
Sales & Services Officer
HSBC Egypt Bank
03.2018 - 04.2021
Bank Teller
HSBC Egypt Bank
09.2017 - 02.2018
Universal Teller
Credit Agricole Egypt Bank
06.2016 - 08.2017
Customer Care Course, Chamber of Tourism
05-2015
Reservation agent / Global Reservation Manager
Memphis Tours Egypt
03.2014 - 06.2016
Purchasing agent
Heinz Egypt
06.2013 - 02.2014
Call Center Customer Service Representative
Raya Contact Center
09.2012 - 12.2012
Customer Service Trainee
CIB New Maadi
07.2010 - 08.2010
Bachelor of Commerce - Accounting
Cairo University
05.2007 - 05.2011
Custom
6 weeks programme gave me the skill-set and knowledge to stay at the centre of the digital transformation of finance.
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