Ahmed Mohamed Ibrahim Abdelshafy
Customer Service Manager
Cairo,Nasr City
Summary
Customer oriented Goal-oriented Customer Service Manager with 5+ years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Virtual Worker Now
Cairo, Cairo
12.2020 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Suggested new procedure to persuade cancelling customers to stay with company, resulting in 30% decrease in cancellations.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Consistently managed 20-person staff, effectively resolving issues, which resulted in top ranking out of 3 teams.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Developed documentation and logs of implemented solutions and generated and submitted Weekly/Monthly reports.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Customer Service Team Leader
Virtual Worker now
Cairo, Cairo
07.2020 - 12.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Attracted potential customers by answering [Product or Service] questions and suggesting information about other products and services.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Leveraged sales expertise to promote [Product or Service] and capitalized on upsell opportunities.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Educated customers on promotions to enhance sales.
Sales and marketing manager
Damac LLC
Dubai, Dubai
05.2018 - 01.2020
- Invite potential clients to come check possible chances for properties that might appeal to their requirements.
- Recommend for clients the most suitable projects to match their needs for residency or investment purposes.
- Invite them to a business trip designed and organized by DAMAC properties to take a tour on our projects.
- Charge clients over the call and take their credit card details to book the business trip for them.
- Get referrals from the clients for other potential clients that might be interested in our properties.
- Possibly do phone sales for our properties if clients don’t have the ability to come to Dubai yet they are OK with doing the purchase remotely.
- Creating digital marketing campaigns to generate leads.
- Social media marketing (FB, INS), google ads, youtube ads, clients newsletters.
- Lead generation and distribution on telesales and sales departments.
Sales Supervisor
NAOS
12.2017 - 05.2018
- Marketing.
- Manage and lead a team of agents to achieve their targets “around total of 30 agents”.
- Managing 3 teams in 3 different products: medical equipments products, US directory advertisements, AT&T subscriptions.
- Coach and develop team members to better achieve their targets.
- Revenue and gross margin management and growth.
- Real time managements for the LOB of 38-50 CSRs.
- Crises management.
- Maintain the Team KPIs with respect to the whole Line of Business KPIs.
- Following the clients guide lines to maintain with respect to business plan changes.
- Monitoring Website for any bugs to report it to Technical Team.
- Keeping up to date competitors to be ahead of our game all the time.
Customer service and Technical support
09.2016 - 12.2017
- For TomTom US & Canada Sykes corporation.
- Advise customers regarding their TomTom devices technical issues and daily usage,.
- Managing customers accounts and track orders and payments.
- Updating devices and compensating services for payment and order delays/ issues.
- Pre-sales advice for new customers on their best fit TomTom products for their purposes.
- Up-selling/ Upgrading customers with old TomTom devices.
- Applying Promotional discounts.
- Maintaining high quality of service in correlation with customer Satisfaction.
- Remote access to customers PCs whenever needed to apply proper installation of TomTom softwares and update TomTom GPS devices.
Centre supervisor
Teleperformance
05.2015 - 06.2016
- Western Union UK & Ireland”, Egypt.
- Manage and develop performance of a team consisting of 12-18 CSRs.
- Take high escalations and assist on rectifying the issue with the customer`s requests in possible timely manner.
- Coach and develop team members to better achieve their targets.
- Revenue and gross margin management and growth.
- Real time managements for the LOB of 38-50 CSRs.
- Crises management.
- Maintain the Team KPIs with respect to the whole Line of Business KPIs.
- Following the clients guide lines to maintain higher C-Sat results.
- Monitoring Website for any bugs to report it to Technical Team.
- Keeping up to date with international Financial highlights that could be affecting the business.
Product Specialist
Samsung UK & Ireland
11.2014 - 05.2015
- Teleperformance Egypt.
- Knowledge source for all technical solutions when it comes to PC monitors, Notebooks, all-in-one devices, chrome books and e-readers for a team of 30-40 agents.
- Point of contact with the client when it comes to any updates, new process implementation, new Products, discontinued products, new releases.
- Maintaining the communications with the service centers and all other Samsung Departments.
- Update and maintain the portal “Agent knowledge Base” with all needed information about the existing supported models, discontinued models, Troubleshooting steps for different issues.
- Update and maintain communication channels with different parties that deal with Samsung.
- Delivering any technical training and maintaining to monitor for any difficulties.
Technical support agent
Teleperformance
11.2011 - 11.2014
- Samsung UK & Ireland”, Egypt I was responsible for providing technical support for the Samsung customers In regards to:.
- Samsung Laptop Hardware issues Troubleshooting and repair scheduling.
- Pre-installed Operating system issues and halts.
- Internet connectivity and Media Sharing.
- Wi-Fi and 3G networks connectivity support and troubleshooting.
- Monitors Hardware and Firmware possible issues trouble shootings.
- Went through 1 Team leader assessments and 1 product specialist assessment which I was promoted on.
Logistics Agent
Cisco
03.2011 - 11.2011
- Order Management and Client support” Xceed Contact Centre Providing assistance for the Cisco customers during the process of putting a mass order of Cisco Networking Hardware, in regards to:.
- Placing and Confirming the customer’s order.
- Expediting and delaying the orders according to customer`s need.
- Communicating with the Factory, warehouse and Logistics Departments, and resolving all possible issues for delaying the orders.
- Aligning with account managers in regards to their clients requests and their current quotes according to their contracts with Cisco.
Microsoft
02.2010 - 03.2011
- Customer services and technical support representative “, Middle East and Africa” Xceed Contact Centre.
- Providing Customer services advice and Technical Support solutions for Microsoft Customer’s in the Middle East and Africa Area in both Arabic and English.
- Provide pre-sales advice on where to buy our products, which editions are most suitable according to customer`s persona/ business needs.
- Provide post-sales support when it comes to activating, installing and troubleshooting error for all Microsoft products back then including Windows, office, Cloud services, Microsoft Email servers etc.
- I was responsible for the Premier Line support for International and Multi-National Organizations’ Professional support.
- Creating Premier/ Professional support case and maintaining communication between the client and a Microsoft Engineer that would be assigned to the case.
- Handling to channels of customer`s email enquiries with a service level of 2 hours Max.
- Delegate Team Leader for 5 months.
Customer support representative
01.2009 - 02.2010
- X-Box UK & Ireland” Xceed Contact Centre.
- Assisting the customer troubleshoot and resolve any Hardware malfunctions on their X-box device or any of its accessories.
- Schedule Hardware collection and repair in case Hardware issue detected.
- Assisting the customer in software issues with the X-Box device and the X-Box Live Online network.
- Providing step-by-step guidance through how to connect the X-Box device into a network and using the Media Sharing Services, for Sharing Media from a PC or a Notebook on the network with the X-box or vice versa.
- Provide assistance regarding the X-Box Live Website and the Customer accounts related issue, in matters of Logging on, Recovering Data, migrating accounts, Microsoft points and Account achievements related enquires..
- Etc.
- Billing Department enquiries when it comes to refunds and payment issues.
- Promoting to our new releases, and keeping up with the Microsoft on going seasonal promotions and discounts.
- Maintaining high level of quality and C-Sat Earlier Experiences.
08.2008 - 01.2009
- Tele-Marketing Representative “Ameco-Tech” Professional Development.
Marketing researcher
02.2005 - 08.2006
Marketing researcher
08.2004 - 02.2005
Education
Bachelor of Engineering Technology - Computer And Communication Engineering
Modern Academy For Engineering And Technology
Cairo 06.2008 - 08.2008
High School Diploma -
Abu Zahra Islamic School
Cairo 06.2003 - 06.2003
Skills
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Timeline
Customer Service Manager
Virtual Worker Now
12.2020 - Current
Customer Service Team Leader
Virtual Worker now
07.2020 - 12.2020
Sales and marketing manager
Damac LLC
05.2018 - 01.2020
Sales Supervisor
NAOS
12.2017 - 05.2018
Customer service and Technical support
09.2016 - 12.2017
Centre supervisor
Teleperformance
05.2015 - 06.2016
Product Specialist
Samsung UK & Ireland
11.2014 - 05.2015
Technical support agent
Teleperformance
11.2011 - 11.2014
Logistics Agent
Cisco
03.2011 - 11.2011
Microsoft
02.2010 - 03.2011
Customer support representative
01.2009 - 02.2010
08.2008 - 01.2009
Bachelor of Engineering Technology - Computer And Communication Engineering
Modern Academy For Engineering And Technology
06.2008 - 08.2008
Marketing researcher
02.2005 - 08.2006
Marketing researcher
08.2004 - 02.2005
High School Diploma -
Abu Zahra Islamic School
06.2003 - 06.2003
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