SHIMAA Othman
Senior Key Account Manger & Project Management Team Lead
Giza
Summary
Enthusiastic and ambitious Team player with widespread transferable skills in Management, Sales, Event Planning, Training and development, Content writing, Project Management and Operations. Proactive, friendly personality dedicated to meeting and exceeding expectations at every interaction. History of delivering above average results through dedicated pursuit of multi-avenue sales and customer service opportunities. Timely and professional with extraordinary communication skills and the ability to build and cultivate relationships to drive business retention and deliver legendary service on every interaction. Seeks out opportunities to go beyond basics, improve processes and increase customer satisfaction.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Senior Key Account Manager
Future Trans
01.2024 - Current
- Play a key role in company growth by identifying and pursuing opportunities for expansion into new markets and industries.
- Positioned global capabilities to expand market share.
- Built relationships with customers and community to promote long term business growth.
- Negotiated and maintained cost-effective contract pricing structures with vendors to produce positive return on investment.
- Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans.
- Implemented process improvements within the key accounts division, enhancing efficiency levels across the team.
- Built and maintained strong client relationships to drive business growth.
- Established trust among clients by demonstrating extensive knowledge of industry trends and providing tailored recommendations based on their specific needs.
- Increased client retention by developing and implementing customized account management strategies.
Project Manager Team Lead
Future Trans
01.2023 - Current
- Overseeing end-to-end localization workflow across the team using translation management tools and systems.
- Coordinating freelancers, localization vendors, linguists, subject-matter experts, and internal stakeholders.
- Maintain direct and open interaction with line managers to make sure all resources needed for the project are available and also consider the negotiation of amendments to project plans to achieve best offers
Key Account Manager
Future Trans
1 2021 - 01.2024
- Maximized ROI of campaigns by analyzing performance, response rates, and results
- Trained junior staff members in proven Account Management strategies and techniques
- Cultivated and maintained strong business relationships with new and existing accounts
- Created portfolio of client accounts and monitored ongoing activities
- Closed sales to meet and exceed established quotas and drive overall revenue
- Managed, reviewed, and delivered client solutions for different needs
- Identified accounts with shrinking revenue and suggested actionable improvements to growth strategy
- Resolved customer issues quickly to recapture customer loyalty and prevent lost sales
- Used cross-selling and upselling to boost the value of customer purchases
- Kept up-to-date on current and upcoming product and service offerings
- Addressed customer inquiries and concerns using extensive product knowledge
- Handled customer complaints following company procedure.
Trainer
Future Trans
01.2021 - Current
- Provided trainings for Project Managers , Account Managers and sales positions in their induction program.
- Provided Trainings for soft skills, client satisfaction, business writing for existing employees.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Prepared and presented supplementary learning material to support structured lessons.
- Facilitated team-building exercises that fostered collaboration and communication among department members.
- Designed and delivered web-based, self-directed learning materials.
- Developed job-specific competencies and performance standards.
Project Manager
Future Trans
10.2017 - 12.2020
- Managed translation projects (numerous files, multi-lingual) from start to finish
- Identified schedule, budget, deliverables, and resources needed.
Content Writer
Freelance
Current
- Used appropriate voice tones and diction to compose engaging content for audiences of various ages
- Worked efficiently to meet the established deadlines while producing high-quality work
- Assisted advertisers with improving messages to more easily connect with potential customers
- Wrote articles, bulletins, sales letters, speeches, and other related informative, marketing, and promotional material
- Presented drafts and ideas to clients
- Created error-free, professional copy for a wide range of uses
- Edited existing written material and submitted written material for approval to supervisor, editor, or publisher
- Adjusted the narrative style and word choice to match the intended audience.
Social Media Manager
EliteTier-USA
11.2020 - 11.2021
- Managed Social Media platforms for EliteTier
- Conducted research for potential collaborations
- Analyzed engagement data, identified trends in customer interactions, and planned digital campaigns to build community online
- Responded to all customer comments on social media and email
- Oversaw a company's interactions with the public by implementing social media platforms' content strategies.
Offshore Accounts Trainer
Etisal International
01.2017 - 10.2017
- Organized orientation and onboarding process for new joiners
- Recorded video instruction to support remote students and offer training to a large number of employees
- Conducted role-playing activities to develop interpersonal skills
- Identified individual and team skills gaps
- Used technology during classroom instruction to improve student engagement and make impactful presentations
- Cultivated learning atmosphere encouraging critical thinking, communication, and problem-solving skills
- Evaluated trainee progress and provided feedback and individualized support
- Worked with individual students to develop and meet learning objectives
- Created original educational materials to supplement course curriculum
- Designed targeted programs to prepare low-level employees to develop executive potential
- Observed, evaluated, and improved training courses to meet changing employee needs
- Implemented training programs focused on specific objectives outlined by clients
- Improved employee performance and long-term success with well-planned training programs.
Customer Service Representative Agent-VDA
Vodafone
12.2015 - 01.2017
- Assisted customers in Cinema Booking, outing choices, restaurants, and Phone Directory
- Resolved customer inquiries, complaints, and issues providing insightful solutions
- Answered inbound calls to greet and assist customers with various needs and questions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Addressed customer concerns and complaints and resolved issues promptly
- Navigated multiple systems to identify the source of the issue
- Met productivity and quality KPI targets while delivering excellent customer experiences
- Offered products and services to meet customers' needs and goals
- Provided solutions, recommendations, and replacements with empathy and positive feedback
- Relayed new and relevant information to customers and followed up on promises
- Trained new employees on sales and customer service techniques
- Built strong knowledge of product lines to assist customers in selecting products
- Handled escalated callers to reach positive outcomes
- De-escalated customer complaints using specialized communication techniques.
Telemarketing Sales Representative
Emerging Media
02.2015 - 12.2015
- Adjusted sales scripts to better target the needs and interests of specific individuals
- Met or exceeded established activity targets and key performance indicators
- Monitored personal performance to achieve established benchmarks for outbound calls, follow-up calls, and generated quotes
- Handled all prospects with courtesy and professionalism to establish and maintain high-level satisfaction
- Developed effective follow-up strategy to increase efficiency and sales conversion rates
- Used persuasive communication skills to market products and services
- Explained products and answered questions to encourage customers to complete purchases
- Identified sales opportunities and presented key benefits of products to secure new business.
Customer Care Representative
Vodafone International services (UK Account)
06.2013 - 01.2015
- Responded to customer questions and complaints and documented consumer communications
- Handled external inquiries during peak periods to reduce wait times and maximize customer satisfaction
- Built strong knowledge of product line to assist customers in selecting products
- Implemented best practices in fostering exceptional customer care support and satisfying customers
- Delivered high level of service and support to customers as company ambassador.
Education
Courses
MBA - Management
ESLSCA University
France 04.2001 -
Bachelor of Arts - Languages
Faculty of Languages (Al-Alsun)
Cairo,Egypt 04.2001 -
Skills
Training and Development
undefinedInternships And Volunteer Work
- Vice President in REACT (2016), A Student Organization that's interested in the development of young Egyptians
- Project Manager ( Da3bes Fe Baladk ) In REACT (2015-2014), A project that's interested in enriching Egyptian knowledge Regarding history and culture as well as providing young students with the skills needed to be a successful tour guide.
- Member In AIESEC (2014), AIESEC is the world's largest youth-driven organization in the world in developing high-potential youth into globally-minded responsible leaders.
- Participated in STP Juniors Project ( 2012), to launch project defined in the scope of work.
Awards
- Outstanding Achievement in Account Management (2023)
- Outstanding Achievement in Account Management (2022)
- Top Performer, Inside Project Management Team (2019)
- Silver Award for Outstanding Performance, VDA (2016)
- Top Sales Achiever, Emerging Media (2015)
- Top Performer, Vodafone UK Team (2013)
Timeline
Content Writer
Freelance
Current
Senior Key Account Manager
Future Trans
01.2024 - Current
Project Manager Team Lead
Future Trans
01.2023 - Current
Trainer
Future Trans
01.2021 - Current
Social Media Manager
EliteTier-USA
11.2020 - 11.2021
Project Manager
Future Trans
10.2017 - 12.2020
Offshore Accounts Trainer
Etisal International
01.2017 - 10.2017
Customer Service Representative Agent-VDA
Vodafone
12.2015 - 01.2017
Telemarketing Sales Representative
Emerging Media
02.2015 - 12.2015
Customer Care Representative
Vodafone International services (UK Account)
06.2013 - 01.2015
MBA - Management
ESLSCA University
04.2001 -
Bachelor of Arts - Languages
Faculty of Languages (Al-Alsun)
04.2001 -
Key Account Manager
Future Trans
1 2021 - 01.2024
Courses
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