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
Operations management
Team management
Agile Development
Structured thinking
Solutions Development
BaaS
Fintech
Startups
SaaS
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 -