Ahmed Abdelhamed

Experience

• 

  Fairmont Heliopolis & Towers, Cairo

  Oct 2006 - Sept 2009

  Banquet Supervisor
• 

  Wasla Outsourcing

  Jan 2009 - Dec 2011

  Customer Care Team Lead

  • primary responsibility of developing, coaching and mentoring a staff.• achieving department goals and objectives. Facilitate monthly and/or 1-on-1 meetings with agents to discuss goals and create a success plan to ensure all calling and monitoring expectations are met.• Monitor agent calls and provide feedback.• Analyzes Contact Center reporting and reports any areas of concern to Administrator.• works with CSR’s to improve customer service and safety, reduce cost to the utility, increase revenue, enhancing the company’s image and improving customer loyalty.• Ensure that all employees are consistently performing at an on or above target level, in all key metric indicators by tracking performance and coaching to achieve and exceed performance guidelines Show less

• 

  Raya Information Technology

  Jan 2012 - Dec 2014

  Store Manager

  -Hub Responsibility.-Handling Complaints & angry customers and make them satisfy.-Leading Staff & Supervise the company process cycle in the branch.-Follow up with maintenance & management.-Supervise the transfer cycle from & to the branch.-Responsible for achieving the monthly and annual target.

• 

  SKY Distribution

  Jan 2015 - Dec 2018

  • El-sayeda Zainab Branch Manager from Jan 2016 to December 2017Responsibilities Managing Assuit & Gerga Branches. Claim warranty cases from Samsung.Handling Complaints & angry customers and make them satisfy.Leading Staff & Supervise the company process cycle in the branch.• El-Dokki Branch Manager from April 2015 to December 2015Responsibilities • Hub Responsibility.• Handling Complaints & angry customers and make them satisfy.• Leading Staff & Supervise the company process cycle in the branch.• Follow up with maintenance & management.• Supervise the transfer cycle From & To the branch.• Achieving the branch target. Show less

  • Customer Service Team Lead

    Apr 2017 - Dec 2018

  • Senior Customer Service Representative

    Jan 2015 - Mar 2017
• 

  Swvl

  Jan 2019 - Dec 2020

  Account Manager

  • responsible for developing long-term relationships with new and existing customers and client to create new business growth.• connecting with key business executives and stakeholders and preparing sales reports.• answer client queries and identify new business opportunities among existing customers.• liaise with cross-functional internal teams (including Customer Service and Product Development departments) to ensure the timely and successful delivery of our solutions according to customer needs.• Forecasts and tracks client account metrics• Prepare reports on account status• Strategic planning to improve client results. Show less

• 

  Buseet

  Feb 2021 - Jan 2023

  Operates as the point of contact for assigned customers.• responsible for developing long-term relationships with new and existing customers and client to create new business growth, connecting with key business executives and stakeholders and preparing sales reports.• answer client queries and identify new business opportunities among existing customers.• liaise with cross-functional internal teams (including Customer Service and Product Development departments) to ensure the timely and successful delivery of our solutions according to customer needs.• Forecasts and tracks client account metrics Show less

  • B2B Account Manager

    Dec 2021 - Jan 2023

  • Customer Success Manager

    May 2021 - Dec 2021

  • Captain Support

    Feb 2021 - May 2021
• 

  Dor-e

  Jul 2023 - now

  Customer Success Lead