Ayah Morsy
Sales Team Leader
Alexandria,ALX
Summary
Supportive Team Lead with 4 years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency.
Alert Team Lead with understanding of streamlining process to increase production rates, maintain and maximize employee progress. Cautious and dedicated to critical thinking and conflict resolution. Alert Team Lead with understanding of streamlining procedures to increase production rates, maintain equipment and maximize employee progress. Cautious and dedicated to critical thinking and conflict resolution.
Overview
3
3
years of post-secondary education
11
11
years of professional experience
Work History
Team Lead
Vodafone
Alexanderia
10.2017 - Current
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Worked different stations to provide optimal coverage and meet production goals.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Expanded sales revenues by identifying opportunities and executing customized marketing plans.
- Analyzed campaign performance by utilizing measurement and tracking methodologies to determine customer return on investment.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Reviewed and assessed ongoing operations, developing initiatives for continuous process improvement.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Managed more than 3 accounts in 1 industry.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Change Management Leader
Vodafone
Alexanderia
03.2018 - 03.2020
- Tracked and analyzed reports to determine needed improvements.
- Evaluated performance and policies against metrics.
- Collected, arranged and input information into database system.
- Assisted various departments with change by communicating new improvement plans and expectations.
- Developed 5 effective improvement plans in 2019.
- Generated reports of findings to help management with making key decisions.
- Used Excel to model data and forecast trends.
- Achieved 30% increase in revenue by completing assigned task Seeling with Value with accuracy and efficiency.
Subject Matter Expert
Vodafone
Alexanderia
07.2016 - 09.2017
- Designed and prepared technical reports, studies and related documentation.
- Marked charts and graphs to record results and prepared and delivered presentations, training and briefings required by contract.
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
- Developed business cases, presentations and reports for senior management.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Resolution Specialist
Vodafone
Alexanderia
11.2015 - 08.2016
- Reviewed and analyzed opposing sides of disputes to objectively assess situations from legal perspective.
- Prepared written opinions or decisions regarding cases.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Answered constant flow of customer calls with minimal wait times.
Graduate Teaching Assistant
Arab Academy for science and technology Faculty of Engineer
Alexanderia
10.2011 - 05.2015
- Checked assignments, proctored tests, and provided grades according to university standards.
- Documented attendance and completed assignments to maintain full class and student records.
- Taught small groups of students focused on specific parts of coursework.
- Prepared lessons according to course outline to convey all required material and deepen student understanding of subject matter.
- Worked with teachers in evaluating student progress, needs and gains.
- Maintained atmosphere of academic learning and advancement to facilitate learning and development of critical thinking skills.
- Streamed classes online and uploaded videos for later viewing by distance and absent students.
- Conducted research, gathered information from multiple sources and presented results.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Education
Bachelor of Science - Computer Networking And Telecommunications
Arab Academy For Science And Technology
AlexandriaIGCSE - Business And Advanced Physics
Alexandria International School
01.2004 - 08.2006
Skills
Performance improvement
undefinedTimeline
Change Management Leader
Vodafone
03.2018 - 03.2020
Team Lead
Vodafone
10.2017 - Current
Subject Matter Expert
Vodafone
07.2016 - 09.2017
Resolution Specialist
Vodafone
11.2015 - 08.2016
Graduate Teaching Assistant
Arab Academy for science and technology Faculty of Engineer
10.2011 - 05.2015
IGCSE - Business And Advanced Physics
Alexandria International School
01.2004 - 08.2006
Bachelor of Science - Computer Networking And Telecommunications
Arab Academy For Science And Technology
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