Ahmed Moataz
Customer Engagement Supervisor
Al-Shorouk City
Summary
Experienced Engagement Manager with a proven track record in delivering exceptional customer service, mitigating risks, and driving utilization improvements. Skilled at managing projects, teams, and implementations to ensure seamless operations. Thrives in challenging environments and possesses 15 years of relevant experience. Committed to leveraging expertise and achieving tangible results in a dynamic work environment. Ready to make a significant impact and contribute to the success of the organization.
Overview
23
23
years of professional experience
20
20
Certifications
3
3
Languages
Work History
Customer Engagement Supervisor
B. Tech for Trade & Distribution
4 2015 - Current
- Build and execute social media strategy through competitive research, platform determination, benchmarking, messaging and audience identification
- Set up and optimize company pages within each platform to increase the visibility of company's social content
- Moderate all user-generated content in line with the moderation policy for each community
- Continuously improve by capturing and analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information
- Collaborate with other departments (customer relations, sales etc) to manage reputation, identify key players and coordinate action.
Team Leader - Back Office
Xceed Contact Center
06.2006 - 04.2015
- Back Office Team leader leading the Technical Support team
- Directly reporting to (DU GSM mobile network- UAE) Customer Service Manager
- Responsible for improving the team and facilitating the communication among the members of team
- Perform the tasks of monitoring, organizing, and coaching team on a daily basis
- Handle responsibilities of communicating the company's purpose, core values, vision to the front employees
- Identify new ways to increase the opportunities of sales and service
- Handle escalated calls, complaints, questions, and queries, as required
- Facilitate cross-functional communication within employees to improve working environment Draft general reports on performance and targets of team members as well as ensure that they exceed the targets
- Responsibilities include translating relevant materials from English for the Arabic edition of the journal, as well as editing and proofreading Arabic articles
- Handling with solving Technical complaints for customers
- Detailed-oriented and self-motivated professional offering easily transferable skills and extensive experience in customer service and client relations management
- Equipped with dedication to superior service and track record of success in attaining customer satisfaction
- Trustworthy, reliable, and hardworking; eager to undertake professional challenges and intensely committed toward getting the job done to achieve favorable results
- Excellent communicator with superior decision-making and problem-solving techniques; able to communicate effectively with internal partners and external clients
- Recognized as a strong leader and team player; effective in working within fast-paced environments.
Administration Manager
Delta Electronics for Import & Export
08.2001 - 08.2005
- Managing the Department's administration, including personnel and financial affairs, needs fulfillment, and logistics
- Supervising and maintaining the department archives: paper and computer-based
- Coordinating all activities held by the department (e.g
- Seminars, conferences, IT, leadership and management course)
- Liaising work between PSTAD and other departments
- Supervising the translation of all materials and meeting deadlines and priorities, besides providing interpretation
- Supervising the translation team, assigning tasks and maintaining the process of translating, proofreading and archiving materials
- Training newly recruited translators/interpreters to qualify to work in the dept.
Team Leader - Call Center
Ameco-Tech
06.2003 - 08.2004
- Responsible for improving the team and facilitating the communication among the members of team
- Perform the tasks of monitoring, organizing, and coaching team on a daily basis
- Handle responsibilities of communicating the company's purpose, core values, vision to the front employees
- Identify new ways to increase the opportunities of sales and service
- Handle escalated calls, complaints, questions, and queries, as required
- Facilitate cross-functional communication within employees to improve working environment Draft general reports on performance and targets of team members as well as ensure that they exceed the targets.
Education
Bachelor's Degree - Accounting
Faculty of Commerce - Ain Shams University
Skills
IT Skills:
Microsoft Dynamics AX
Microsoft Office Excel
Microsoft Office PowerPoint
Microsoft Office Project
Interpersonal Skills:
Time management
Problem solving
Communication skills
Creative thinking
Self-learning
Co-operative
Profile
Date of birth: October 16th,1980
Nationality: Egyptian
Marital Status: Widower
Military Service: Exempted
Department
Customer Service and Call Center
Professionalcourses
- Certified IT Technical Support - (June 2004) Commercial International Bank (CIB)
- MCIT Certification - Content/Modules: English (Berlitz), World Class Customer Service (WCCS), Dale Carnige, Business Writing, Marketing, Global, Internet
- Leadership Training Course - (Nov 2009)
- Train of Trainers - (Oct 2010)
- Manager Skills as per the situation
- How to become a guiding director
- Dealing with pressure
- Business Writing
- Introduction to Emotional Intelligence
- Change Management Foundations
- Time Management
- Communication Skills
- Setting & Achieving Goals
- Problem Solving & Decision Making
- Search Engine Optimization (SEO)
Certification
World Class Customer Service (WCCS)
Timeline
Team Leader - Back Office
Xceed Contact Center
06.2006 - 04.2015
Team Leader - Call Center
Ameco-Tech
06.2003 - 08.2004
Administration Manager
Delta Electronics for Import & Export
08.2001 - 08.2005
Customer Engagement Supervisor
B. Tech for Trade & Distribution
4 2015 - Current
Bachelor's Degree - Accounting
Faculty of Commerce - Ain Shams University