Ahmed Raafat

• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Facilitated penetration of key accounts into new markets via strategic planning initiatives.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Managed successful negotiation of long-term partnerships with key clients and strategic CCaaS and SaaS partners.
• Provided management oversight and operational control of assigned portfolio valued at $1.9M Annually.
• Supervised site investigations, reported issues and escalated those that required further assistance.
• Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth CX operations.
• Supervised staff of +250 personnel by implementing company policies, protocols, work rules and disciplinary action.
• Played instrumental role in client satisfaction by working with operational teams and service line managers for proper resolution of service issues, maintaining VOC NPS scores at 87% and CSAT 94%.
• Gained customer acceptance by demonstrating cost reductions and operations improvements.
• Contributed to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
• Prepared cost estimates and bid documents by studying customer RFPs and consulting with project managers.

• Gained customer acceptance by demonstrating cost reductions and operations improvements.
• Maintained customer satisfaction at 94% with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recommended products to customers, thoroughly explaining details, benefits and ROI leading to increase in CLV and annual revenue by +20%.
• Developed proposals, contracts and pricing for targeted accounts.
• Followed up with key account business partners to maximize accounts' potential and generate leads.

• Used coordination and planning skills to achieve results according to schedule.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Monitored customer service operations to assess agent performance and provide feedback.
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Identified issues, analyzed information and provided solutions to problems.
• Handled high volume of escalation calls per day to address customer inquiries and concerns.
• Increased customer satisfaction by 4% by resolving issues.
• Initiated team-building activities to enhance working relationships.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Collected and analyzed customer information to prepare product or service reports.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Delivered excellent customer service, resulting in consistent +95% customer satisfaction rating.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Handled high value customers in fast-paced telecommunication setting in coordination with solid team of 15 customer service associates.

Worked as head of public and government relations office for 13 months in the force.

• Maintained proactive media relations program by distributing news releases for placement, building strong relationships and monitoring media.
• Produced and distributed internal and external communications.
• Coordinated press releases and handled press inquiries.
• Communicated with media weekly to build relationships and optimize press coverage.
• Managed service projects from start to finish by finding partners, making detailed plans and executive projects.
• Wrote press releases for routine use and crisis management.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
• Carried out day-to-day duties accurately and efficiently