Yasser Mostafa

• To be a point of expertise and reference within sales planning and participate in identifying opportunities for cross selling and up selling to enhance sales and profitability
• Maintain standards review, check and monitor work output to ensure quality requirements.
• Review major deliverable to ensure meeting quality standards and client expectations Prepare reports and internal documentation to detect current status and discover improvement needs
• Handle hard cases and VIP customers and provide efficient recommendations and advice to maintain customer satisfaction
• Update sales leads and sales forecasts information on the sales application to ensure accuracy of information at all times
• Research, select and evaluate new deals and prospects existing and new clients to ensure achievements of sales targets
• Negotiated prices, terms of sale and service agreements.
• Achieved higher client satisfaction ratings through consistent communication and problem resolution.
• Utilized strong analytical skills to track sales performance, making adjustments as needed to meet targets.
• Anticipated clients' needs by staying in touch on regular basis.
• Manage customers' relation throughout project implementation to execution and follow up.
• Develop creative customer focused solution concepts.
• Act as the focal and sole point with the customer and maintain continuous client satisfaction.
• Generate additional revenue streams with exciting customers.
• Responsible for the account profitability.
• Interface with potential customers as well as internal departments to assure proper flow of the sales cycle starting from initiation till contact finalization.
• Manage official procedure cycle related to sales processes.
• Keep track of customer correspondents .
• Plan, direct, and coordinate activities of designated projects to ensure that goals and objectives of project are accomplished within prescribed time frame, budget, and customers' requirement.
• Arranging periodical visits to customers.
• Informing customers with all new services offered by WE.
• The last three years have seen the handling of the accounts:

- Merc - Middle East Radio Communications (مشروع الإنذار المرئي), Tamweely Microfinance, Misr Exchange Co., U consumer Finance"Valu", Egyptian Pool for Travel Insurance, Company of Credit Guarantee, AIG Egypt Insurance company S.A.E, Medmark Insurance Brokerage, Citadel Capital, Suez Canal Insurance, Taamir Mortgage Company, EFG-Hermes, Price Water House Coopers, NCR, Tanmeyah Micro Enterprise Services (TMES), Misr Insurance Company, Misr Life Insurance Company, Damen, Egyptian Micro Finance Federation, Tadamon, Egyptian Banks Company"EBC", EFG-Hermes, Masria Cards, Fawry, FRA.

• My Current Key Accounts:

- Arab Investment Bank"AIB", Egyptian Arab Land Bank, Export Development Bank of Egypt (EBank), Faisal Islamic Bank, Industrial development bank, MID BANK, Nasser Social Bank, National Investment Bank, Suez Canal Bank, The United Bank.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Identified plans and resources required to meet project goals and objectives.
• Monitored project performance to identify areas of improvement and make adjustments.
• Responsible for each assigned project, from beginning to end, to ensure timely, accurate, and quality completion the Project; in addition to interacting with all departments within the company in order to compile information, maintain positive working relationships, and ensure customer satisfaction.
• Technical Duties:

- To divide and distribute project workflow tasks to Order Management.

- To manage Sector Order Management Activities.

- To plan customer operations activities for order, Projects and Large Projects implementation and follow-up.

- To ensure issues with work fulfillment process are resolved in a timely manner.

- To validate orders requirements with design engineer.

- To escalate high priority and unresolved issues as required.

- To communicate with other department in order to facilitate any obstacles that may face the project.

- To act as an official correspondent with the enterprise customers using appropriate channel.

- To be responsible for handling/overseeing more than one project at a time depending on scope of work of each project.

- To direct and coordinate activities of project progresses on schedule.

- To solve any unforeseen problems that will affect project delivery date.

- To prepare project status reports and keep management clients and others informed parties of project status and related issues.

- To speak to all necessary departments and department managers on various facets of the job to ensure quality completion and understanding of the job throughout the plant.

- To provide timely feedback and updates to clients as needed.

- To close out all jobs accurately and promptly for billing.

- Strong knowledge of Scheduling, processes and techniques.

- One year on the governmental and public sectors, and for the last 5 years on banking and financial sectors.

• Simple of the Renovation projects:

- Public and Governmental Sectors: ITDA, Dar El Kotob, The Arab Contractors, Social Insurance Organization, National company for construction & development – NCCD, Egyptian Airports Company.

Banking and Financial sectors, AAIB Bank, AIB Bank, ABE Bank, Alex Bank, Crédit Agricole Bank, EFG-Hermes, Fawry, Commercial International Brokerage Company, Roaya-securities, Network International Egypt, and ABE Bank with amount more than 70 Millions.

• Leveraged applications and tools to analyze data, compile and visualize historical information.
• Liaised with senior leadership to identify data needs and interpret existing data for consideration.
• Daily Reports:
  - Analysis of Technical Contact Center ticketing system (TTS).
  - Call Center Operation Report.
  - Contact Center Daily Reports.
• Weekly and Monthly Reports:
  - Call Center Performance Reports.
  - Complaints SLA
  - Inquires Report
  - Waiting For Response Reports
  - Operation Outages Vs. Call Volume and Service Level.
• In addition, answering on any technical inquiries from first level agents to help them finalizing customer’s problem.

• Providing second level support for all issues reported from first level including using tools to identify root cause of issue.
• Support new services and solution development provided by company to either individual clients or institutions.
• Identifying issues types and reporting it to network Team or Data Center Team or Maintenance team with issue diagnosis and action required.
• Providing Feedback about processes and new ideas to improve and enhance Second Level support cycle.
• Responsible for all kind of issues related to: Domain, Mails, hosting. Option Pack and Wi-Fi Service.
• handle all technical problem from first level
• handle almost complain from user and work to get them satisfaction

• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Resolved complex technical problems through effective troubleshooting techniques, escalates issues to appropriate persons/teams whenever needed, to enhancing the user experience.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Adhere to CCC rules.
• Effectively interprets the needs of the customers, maintains and enhances standards of quality for the services offered.
• Builds a customer relationship/partnership, which adds value to the customer leading to a long-term profitable relationship.
• Shows a broad knowledge of products and services and their competitive advantages.