Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ahmed Magdy

Customer Service Team Manager
Cairo

Summary

Dynamic Customer Service/Team Sales Manager with a proven track record at Mumzworld.com, excelling in team motivation and lead management. Recognized for enhancing customer satisfaction through strategic coaching and performance monitoring, Experienced with team leadership and customer relationship management. Utilizes collaborative techniques to motivate team members and achieve sales/nonsales objectives. Track record of developing and implementing successful sales initiatives.

Overview

6
6
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
2
2
Languages

Work History

Customer Service/Team Sales Manager

Mumzworld.com
Cairo
10.2024 - Current
  • Mentored junior sales representatives, providing guidance on best practices and helping them achieve their goals.
  • Optimized lead management by implementing tools that allowed better tracking of prospects through various stages of the sales funnel.
  • Managed a dual-focused team responsible for both customer care and sales performance across digital and voice channels.
  • Oversaw day-to-day operations, ensuring that SLAs were met and exceeded while maintaining a high standard of customer satisfaction.
  • Designed and delivered coaching plans tailored to individual and team performance, improving productivity and upsell rates.
  • Coordinated with logistics, tech, and product teams to resolve customer concerns efficiently and support smooth order fulfillment.
  • Played a key role in improving customer retention by analyzing feedback trends and refining service workflows accordingly and having "Return Retention" as a scheme.

Team Leader

Booking.com - Concentrix
Giza, Giza
03.2022 - 10.2024
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Drove team morale and engagement through motivation strategies, team-building activities, and recognition programs.
  • Acted as a first line of support for escalations and complex customer issues, ensuring quick and effective resolutions.

Subject Matter Expert (SME)

Amazon
Cairo
06.2021 - 03.2022
  • Supported Amazon customers across three marketplaces: United Arab Emirates (AE), Saudi Arabia (SA), and Egypt (EG).
  • Handled escalations and complex customer inquiries regarding orders, deliveries, and product issues, liaising directly with sellers and courier partners.
  • Promoted to SME role where I supported and guided frontline agents, clarified policy updates, and served as a knowledge base for processes and troubleshooting.
  • Contributed to the training and upskilling of team members, improving the overall quality of service delivered.
  • Recognized for maintaining high customer satisfaction scores and consistently meeting resolution targets.

Peer Mentor

Telecom Egypt
03.2019 - 05.2021
  • Started as a Customer Support Agent, resolving both technical (logical and physical) service issues for telecom users, often exceeding performance targets.
  • Mastered internal systems and support tools, which led to a promotion to Peer Mentor.
  • As Peer Mentor, trained and supervised newly hired agents for their first three months, helping them meet performance benchmarks before transitioning them to their permanent teams.
  • Promoted again to SLS (Service Line Support) Specialist, handling advanced queries and acting as a bridge between front-line teams and technical departments.
  • Known for adaptability, strong mentorship skills, and ability to manage both individual and team-based performance under pressure.

Education

Business Management

Menofiya University
Menofiya
09.2018 - 07.2022

Skills

Target setting

Team motivation

Competitor analysis

Team Building

Working under pressure

Creativity

Role model

Leadership

Negotiation

Communication

Adaptability

Risk appetite

Technical expertise

Microsoft 365

Certification

CM - Certified Manager Certification

Timeline

Customer Service/Team Sales Manager

Mumzworld.com
10.2024 - Current

Evolve - Concentrix

07-2024

CM - Certified Manager Certification

03-2024

Aspire - Concentrix

01-2024

Team Leader

Booking.com - Concentrix
03.2022 - 10.2024

Subject Matter Expert (SME)

Amazon
06.2021 - 03.2022

Peer Mentor

Telecom Egypt
03.2019 - 05.2021

Business Management

Menofiya University
09.2018 - 07.2022

Similar Profiles

CREATE PROFILE
Ahmed MagdyCustomer Service Team Manager