Ahmed Yehia Mohamed Kassem
Enterprise Risk Management
Cairo
Work Preference
Summary
Results-driven Middle Management Professional experienced in team leadership and operational efficiency. Achieved project success through strategic planning and process improvements. Focused on leveraging analytical and communication skills to enhance productivity and resolve conflicts.
Overview
2
2
Languages
3
3
Certifications
20
20
years of professional experience
Work History
Outbound Enterprise Connectivity Collection Sr. Supervisor
ETISALAT MISR
12.2011 - Current
- DUTIES:
- 1- Supervise and coach outbound collection Account managers, set performance targets, and ensure continuous development to maintain a high-performing team.
- 2- Ensure and manage team performance to accomplish company objectives in reducing bad debt and optimizing cash flow.
- 3- Design and implement effective strategies to maximize recovery of outstanding receivables, focusing on enterprise-level accounts.
- 4- Oversee professional communication with clients, manage escalations, and ensure timely resolution of disputes to maintain strong customer relationships.
- 5- Monitor collection activities for compliance with internal policies and legal regulations, while maintaining detailed and accurate records.
- 6- Analyze collection data, generate performance reports, and collaborate with Sales, Finance, and Customer Service teams to optimize processes and mitigate risks.
Technical support Supervisor
ETISALAT MISR
02.2022 - 07.2024
- DUTIES:
- 1- Supervised daily operations of the technical support team, ensuring smooth workflow and adherence to service standards.
- 2- Monitored performance metrics (AHT, FCR, CSAT, SLA) and implemented coaching to improve team efficiency and customer satisfaction.
- 3- Handled escalations and complex issues, providing solutions and collaborating with other departments to resolve technical challenges.
- 4- Managed staffing, training, and knowledge resources, supporting recruitment, onboarding, and maintaining updated documentation for effective support delivery.
WORKFORCE PLANNING ANALYST
ETISALAT MISR COMPANY
06.2019 - 01.2022
- DUTIES:
- 1. Forecasting: expected volumes and duration of transactions.
- 2. Staffing: Calculated the estimated number of resources that would handle such activities.
- 3. Scheduling: Planning for People to manage those transactions, according hours of the day & the days of week.
- 4. Optimization: adjust the forecasted plan due to queue situations & then take the required actions.
- 5. Manage all vacations & NR figures to serve operation Goals & in the same time serve Support team.
- PLANNING & SUPPORT DEPARTMENT
WORKFORCE ANALYST
ETISALAT MISR COMPANY
06.2015 - 01.2019
- 7. Motivate and encourage Team Members through positive communication and feedback.
- 8. Monitoring & Managing All Etisalat Queues Floors in All different Sites.
- 9. Achieving All Etisalat Queues Service level.
- 10. Generating & Reporting Daily Etisalat Queues Figures.
- 11. Communicating with ALL Etisalat Queues Floors complaints & helping them to achieve their SLA.
- 12. Create & apply all Process Agreements between All areas and WF area.
- 13. Enhance the plan of all Queues statistics due to Different Day circumstances.
- 14. Generating monthly reports related to all Etisalat Queues Figures & updates.
- 16. Create & Apply queues Forecast & schedule (calls-required agents-AHT-invoices) for some of Etisalat Queues & all Etisal Queue (Etisalat vendor).
- 17. Responsible for all Queues API (Accuracy per Interval) reports that measure all plans' accuracy.
- PLANNING & SUPPORT DEPARTMENT
TECHNICAL SUPPORT SENIOR ADVISOR
ETISALAT MISR COMPANY
12.2011 - 06.2015
- DUTIES:
- 1. Handling all Customers Inquiries & Complaints related to All Etisalat 3G Services.
- 2. Handling all Customers Inquiries & Complaints related to All Etisalat USB Modems & wireless Routers.
- 3. Handling all Customers Inquiries & Complaints related to Etisalat ISP (Internet Service Provider).
- 4. Acting as Technical Floor Duties & Handling Daily SL.
- 5. Handling Technical Complaints that need middle management supervision.
- 6. Communicating with all 2nd and 3rd line teams to follow up Customers' complaints till it got solved.
- TECHNICAL SUPPORT DEPARTMENT
I CARE & ADSL TECHNICAL ADVISOR
08.2010 - 12.2011
- DUTIES:
- 1. Work as ADSL & 3G Services technical support Representative that handles All ADSL, 3G services and web site hosting technical problems for Corporate and Consumer accounts.
- 2. Handling Technical complaints that need middle management supervision.
- 3. Work as ADSL Bill representative that handles all VF ADSL customers' bills issues & Duties.
CALL CENTER ADVISOR
Wasla Contact Center
06.2009 - 08.2010
- DUTIES:
- 1. Work as Customer Service Representative that handling All Customers inquires & complains related to their rate plans, services, internet issues, etc with the highest degree of courtesy and professionalism on their Vodafone lines.
- 2. Work as complaints representative handling All VF customers complains.
- 3. Work as billing representative handling all VF customers' billing issues & Duties.
- 4. Act as VF Duty Team Leader for 4 months and achieved very good team Figures during this period.
- 5. Work with high value, premium & premium task force teams.
- (Vodafone Egypt project)
United Company for Programming
06.2008 - 06.2009
- DUTIES:
- 1. Making abstracts related to Arab magazines and journals articles.
- 2. Indexing and classifying these abstracts & uploading them on the company website “MOHEET WEBSITE”.
- 3. Work as a quality control on above-mentioned abstracts before uploading it on the company website.
ICDL Instructor
07.2006 - 04.2007
- Training delivered to fresh graduates to promote them to work using essentials working tools by teaching them on 7 office modules:
- Windows essentials
- IT
- Word
- Excel
- PowerPoint
- Access
- Internet essentials
- Helwan university & Arab women's Association
Education
Diploma - Faculty of Education, Professional Diploma, Department Of Special Education
Helwan University
Helwan, Egypt01-2007
Instruction Technology (libraries And teaching aides), Faculty of Education
Helwan University
Helwan, Egypt01-2006
Skills
Collection strategies
Credit risk management
Cash flow optimization
Bad debt reduction
Performance management
Performance coaching
Team leadership
Customer relationship management
Certification
- Trainings delivered during last 2 Years:
- Etisalat Misr
- 1. PMP.
- 2. SOUND OF DECISION IN HARD TIMES.
- 3. LEARNOVAT.
- 4. MOTIVATION SELF LEADERSHIP 1 & 2.
- 5. TIME MANAGEMENT.
- 6. Problem solving.
- 7. Hero program.
- 8. Data analytics for Decision Making.
- 9. The brain at work.
- 10. Strategic thinking.
- 11. Strategic planning.
Interests
Reading - music - Self-study
PERSONAL DETAILS
Military Status: Completed
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Languages
English
Upper intermediate (B2)
Arabic
Upper intermediate (B2)
Timeline
Technical support Supervisor
ETISALAT MISR
02.2022 - 07.2024
WORKFORCE PLANNING ANALYST
ETISALAT MISR COMPANY
06.2019 - 01.2022
WORKFORCE ANALYST
ETISALAT MISR COMPANY
06.2015 - 01.2019
Outbound Enterprise Connectivity Collection Sr. Supervisor
ETISALAT MISR
12.2011 - Current
TECHNICAL SUPPORT SENIOR ADVISOR
ETISALAT MISR COMPANY
12.2011 - 06.2015
I CARE & ADSL TECHNICAL ADVISOR
08.2010 - 12.2011
CALL CENTER ADVISOR
Wasla Contact Center
06.2009 - 08.2010
United Company for Programming
06.2008 - 06.2009
ICDL Instructor
07.2006 - 04.2007
Instruction Technology (libraries And teaching aides), Faculty of Education
Helwan University
Diploma - Faculty of Education, Professional Diploma, Department Of Special Education
Helwan University