Zoho ERP
Ahmed Nasser
Service Delivery Manager
6th Of October City
Summary
Accomplished Service Delivery Manager with a proven track record at Connect Money, adept in end-to-end project management and fostering team growth. Spearheaded initiatives that enhanced service quality and operational efficiency, leveraging agile development and structured thinking. Excelled in solutions development, demonstrating exceptional problem-solving skills and a commitment to achieving results.
Overview
15
15
years of professional experience
Work History
Service Delivery Manager
Connect Money
01.2024 - Current
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Established culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
Sales Operations Manager
Lucky One
01.2023 - 12.2023
- Analyzed sales metrics to identify trends, opportunities, and areas for improvement in the overall operations strategy.
- Increased sales revenue by streamlining the sales operations process and implementing effective strategies.
- Motivated team members by offering constructive feedback during regular one-on-one sessions that foster personal growth.
- Played an integral role in launching new products successfully into the market through setting sales & operations processes.
- Managed revenue models, process flows, operations support.
- Set Hiring plan for people team to maintain sales team headcount.
Sales Operations Team Leader
Lucky One
09.2021 - 12.2022
- Improved sales team efficiency by streamlining processes and implementing innovative strategies.
- Established strong partnerships with internal departments such as marketing, finance, and customer service to ensure cohesive business efforts.
- Increased overall team productivity with effective training programs and continuous performance monitoring.
- Building On ground Sales Operations department by setting up product selling cycle on ERP system.
- Setup Sales & Sales Ops processes to help define role of each department in selling cycle.
- Managing sales workforce by setting & monitoring, monthly & daily schedules to maintain branches coverage to achieve covering plan. .
- Implemented innovative solutions for optimizing inventory management and reducing stock shortages.
Sales Operations Executive
Lucky One
09.2019 - 08.2021
- Innovate technology solutions to streamline internal workflows, enabling more agile decision-making within the sales division.
- Increased sales revenue by implementing strategic sales operations plans and analyzing market trends.
- Leads management by obtains new lead sources, assigning leads & analyzing results.
- Monitor Tele-sales teams performance seeking sales teams performance improvement & processes optimization.
- Revenues closing with finance team.
- Set hiring criteria for people team according to position job description & benefits also by following up on hiring plan fulfillment.
Customer Support Supervisor
El-Araby Group
03.2019 - 08.2019
- Streamlined support processes for increased efficiency and reduced response times.
- Analyzed customer feedback to identify areas for improvement.
- Managed escalations from customers, ensuring they received prompt attention from the appropriate team member or department head.
- Improved customer satisfaction by consistently providing timely and accurate support to clients.
- Reduced employee negative attrition by creating a positive work environment that encouraged growth and development.
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
Customer Support Team Lead
Raya Contact Center, RCC
02.2017 - 02.2019
- Streamlined support processes for increased efficiency and reduced response times.
- Analyzed customer feedback to identify areas for improvement.
- Managed escalations from customers, ensuring they received prompt attention from the appropriate team member or department head.
- Improved customer satisfaction by consistently providing timely and accurate support to clients.
- Reduced employee negative attrition by creating a positive work environment that encouraged growth and development.
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
Customer Support Representative
Raya Contact Center, RCC
09.2014 - 01.2017
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to satisfaction of both client and company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to identify areas of improvement in customer service protocols.
Salesperson
Coca-Cola
09.2009 - 07.2011
- Worked to build relationships with customers and built potential for additional sales.
- Increased sales and customer satisfaction through personalized servicing.
- Improved customer service and telecommunication skills to build lasting relationships.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
Education
Bachelor of Accountancy -
Thebes Academy
04.2001 -
Skills
End to end project management
Software
Languages
Arabic
Native language
English
Proficient
C2
Timeline
Service Delivery Manager
Connect Money
01.2024 - Current
Sales Operations Manager
Lucky One
01.2023 - 12.2023
Sales Operations Team Leader
Lucky One
09.2021 - 12.2022
Sales Operations Executive
Lucky One
09.2019 - 08.2021
Customer Support Supervisor
El-Araby Group
03.2019 - 08.2019
Customer Support Team Lead
Raya Contact Center, RCC
02.2017 - 02.2019
Customer Support Representative
Raya Contact Center, RCC
09.2014 - 01.2017
Salesperson
Coca-Cola
09.2009 - 07.2011
Bachelor of Accountancy -
Thebes Academy
04.2001 -
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