Ahmed Hazem

Experience

• 

  BNP Paribas Egypt

  Nov 2006 - Jun 2010

  • Sell bank products and services to customers to achieve business targets.• Cross-sell other bank’s products and services to existing customers.• Follow up with existing and potential customers to attract them.• Follow up on delinquent customers to ensure full payment of the overdue amounts.• Prepare, and review all required reports and KYC forms.• Coordinate with all departments of the bank to finalize sales process.• Receive, handle and resolve customer complaints in a timely manner. Show less

  • Retail Account Officer - Supervisor

    Jan 2009 - Jun 2010

  • Senior Customer Service Representative

    Nov 2006 - Jan 2009
• 

  Vodafone

  Jun 2011 - May 2024

  • Benchmark and report on major digital KPIs and metrics such as Penetration, Revenues and TNPS.• Analyze and interpret digital data aiming to reach actionable insights.• Assist in developing marketing strategies that attract customers to company’s digital platforms.• Develop custom dashboards for stakeholders based on real-time data.• Analyze online statistics to detect areas of development in company’s online presence.• Identify potential opportunities to optimize digital marketing performance.• Assure group’s analytics guidelines are applied across all market’s digital channels.• Perform Ad-Hoc analysis for special digital events and occasions. Show less • Benchmark and report on major digital KPIs and metrics such as Penetration, Revenues and TNPS.• Analyze and interpret digital data aiming to reach actionable insights.• Assist in developing marketing strategies that attract customers to company’s digital platforms.• Develop custom dashboards for stakeholders based on real-time data.• Analyze online statistics to detect areas of development in company’s online presence.• Identify potential opportunities to optimize digital marketing performance.• Assure group’s analytics guidelines are applied across all market’s digital channels.• Perform Ad-Hoc analysis for special digital events and occasions. Show less • Benchmark and report on major digital KPIs and metrics such as Penetration, Revenues and TNPS.• Analyze and interpret digital data aiming to reach actionable insights.• Assist in developing marketing strategies that attract customers to company’s digital platforms.• Develop custom dashboards for stakeholders based on real-time data.• Analyze online statistics to detect areas of development in company’s online presence.• Identify potential opportunities to optimize digital marketing performance.• Assure group’s analytics guidelines are applied across all market’s digital channels.• Perform Ad-Hoc analysis for special digital events and occasions. Show less • Benchmark and report on major digital KPIs and metrics such as Penetration, Revenues and TNPS.• Analyze and interpret digital data aiming to reach actionable insights.• Assist in developing marketing strategies that attract customers to company’s digital platforms.• Develop custom dashboards for stakeholders based on real-time data.• Analyze online statistics to detect areas of development in company’s online presence.• Identify potential opportunities to optimize digital marketing performance.• Assure group’s analytics guidelines are applied across all market’s digital channels.• Perform Ad-Hoc analysis for special digital events and occasions. Show less • Make sure that we communicate all brand essence message through Social Media channels.• Build up a vibrant community and engage prospective and existing users on social media networks, forums & online communities.• Create viral online content and run special campaigns such as contests and online events for the community.• Achieve Vodafone customers’ satisfaction by continuously developing and enhancing the online customer experience• Manage social media campaigns and day-to-day activates.• Manage presence in social networking sites including Facebook, Twitter, Instagram, YouTube and other similar community sites.• Become an advocate of the company in social media spaces, engaging in dialogues and answering questions where appropriate.• Monitor effective benchmarks for measuring the impact of social media programs, and analyze, review, and report the effectiveness of campaigns in an effort to maximize results.• Regularly feedback insights gained from social media monitoring to the Marketing and Editorial teams, to help them evolve their strategies in a timely fashion.• Monitor trends in social media tools. Show less • Provide superb customer care experience using a high level of communication.• Have excellent knowledge of Vodafone's data products & Services.• Having excellent skills to eliminate unnecessary processes & drive down unneeded costs.• Offer differentiated services to premium customers by optimum handling of customers' queries & complaints.• Handling hard calls and complaints in a professional way.• Promote new products and services and educate customers on how to use them.• Follow up on all customers' related issues and provide timely feedback.• Adhere to Customer Operations Department policies and procedures.• Create communication channels with different departments to resolve customers' problems and requests when needed.• Provide customers with the right recommendations and actions.• Perform periodical tasks efficiently and effectively.• Ensure that the target of the company is achieved while exceeding customers' expectations in the level of service is rendered. Show less • Manage customers’ needs via phone and meeting their requirements.• Use appropriate verbal communication skills in addition to associated tools to achieve and sustain full customer satisfaction.• Maintain excellent negotiation and listening skills.• Implement very high quality standards of customer service in order to exceed customers' expectations.• Stay fully aware of the latest updates in Vodafone's products and services.• Provide customers with the best support aiming to settle any query or handle any problem promptly. Show less

  • Digital Marketing Analytics Senior Team Leader

    Aug 2021 - May 2024

  • Digital Marketing Analytics Team Leader

    Jul 2019 - Aug 2021

  • Digital Marketing Senior Analyst

    Jul 2018 - Jul 2019

  • Digital Marketing Analyst

    Nov 2016 - Jun 2018

  • Social Media Specialist

    Apr 2014 - Nov 2016

  • CC Senior Representative (Premium)

    Jan 2013 - Apr 2014

  • Customer Service Representative

    Jun 2011 - Jan 2013
• 

  Banque Misr

  May 2024 - now

  Product Analytics Manager

  • Develop and implement comprehensive reporting and analytics strategies to measure and optimize the performance of the different bank products.• Collaborate with cross-functional teams to define KPIs and establish data-driven benchmarks.• Lead a team of analysts to collect, analyze, and interpret customer data, providing valuable insights and recommendations to key stakeholders.• Ensures that regular forums are duly conducted and related packs monitoring product KPIs are provided on time.• Present data insights and recommendations to internal stakeholders in a clear and concise manner.• Provide strategic recommendations based on data analysis to drive business growth.• Stay updated with the latest advancements in both analytics and banking industry trends, to improve data-driven decision-making. Show less