Mohamed Alafifi

Experience

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  Amecotech

  May 2001 - Jul 2002

  Telesales Consultant

  - Contact potential or existing customers to inform them about a product or service using scripts- Answer questions about products or the company- Ask questions to understand customer requirements and close sales- Direct prospects to the field sales team when needed- Enter and update customer information in the database- Take and process orders in an accurate manner- Handle grievances to preserve the company’s reputation- Go the “extra mile” to meet sales quota and facilitate future sales- Keep records of calls and sales and note useful information Show less

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  Amecho Tech

  Feb 2002 - Apr 2003

  Sales Manager
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  Raya Contact Center

  May 2003 - Apr 2005

  Telesales Consultant

  - Coaching, inspiring and motivating a sales team.- Ensuring the team meets the sales targets.- Sales training, development, and performance management. - A good understanding of the market dynamics in the respective sector.- Developing sales strategies to guarantee success and growth.- Developing and maintaining customer relationships - Disciplined use of CRM system, communication and customer management.- Handling customer complaints and enquiries.- Monitoring random calls for quality assurance. - Forecasting and analyzing sales data. - Regular reporting of KPI’s to directors - Keeping to targets and managing KPI’s. Show less

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  Vodafone

  Jul 2007 - Apr 2015

  Learning And Development Specialist

  8 years of in-depth experience in developing and conducting customer trainings for a suite of Billing, Prepaid, Web chat, Soft Skills, technical and non-technical workshops. Skilled and certified in designing instructional workbook materials, conducting classroom and web-based training for customers, using several training approaches to develop and conduct training depending on audience, and providing training to customer staff with different needs including System Administrators, Managers, Team Leads, and Trainers.Proven ability to serve as the sole trainer on key customer accounts, to act as the senior trainer supporting new trainees, to conduct Train-the Trainer courses, and to provide product sales training for internal salespeople and dealers.Providing support to the soft skills team by delivering soft skills modules and conducting feedback, enhancing delivery resultsCreating a structured module for developing new team manager member to ease the process of plugging in to the role profile (Team Manager Academy)Provide extensive training programs for VIS clients on both Billing, technical and non-technical workshops.Worked with the process improvement team as a trainer for there on going floor training and pit stops in further development of the business and its employees.Worked with the Soft Skills department for an approximate of a year to spread the official Vodafone Way strategy training across all Vodafone Egypt, emotional intelligence module, Pasion Drive Plus.Design and develop new business practices, thus transforming corporate cultures, team solutions, and facilitating leadership development/training.Provide well-formulated plans for consulting engagements and communicate detailed product knowledge across VIS accounts.Utilizing blended learning approach to encourage employees to reconfigure their thinking to achieve inspirational moments and breakthrough solutions to problems. Show less

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  Vodafone

  Jul 2015 - Oct 2018

  Responsible for delivering Vodafone Egypt customer service capabilities to international accounts (Vodafonesister companies) by driving the unit to an excellent level of first and second line of support forVodafone customers enabling them to use the wide variety of products and services voice or data whilemeeting all the contractual operational and account management requirements.§ Job Responsibilities• Create operating processes with the appropriate measures and monitors to ensure accurate reporting and continuous improvement.• Monitor and manage operational activity to maximize use of resource while meeting all service levels.• Continuously review the business plans and strategy of the area to ensure that wecontinuously deliver in line with the overall company objectives and strategies.• Overcome technical and business objections of international accounts.• Manage all service requests and change requests for the international account customers• Build and maintain excellent customer’s relationships.• Assure the Preparation of reports for business transactions.• Investigate and resolve customer problems with services rendered.• Manage a team of customer service representatives in a proper way to deliver best in class service tothe international account customers• Handle escalated customer cases, calls and complaints by phone and close the case toCustomers’ satisfaction.• Use all available measures to push continuous improvement to high customer satisfaction level.• People management & development • Monitor, coach and provide feedback to CSRs,to enable them to enhance the performance.• Create tools/ideas to monitor and manage the motivation/recognition of the team and as a basis togenerate improvement.• Balance and monitor the work load distribution to match with the business needs and teamcapabilities• Provide formal and informal performance feedback on an ongoing basis Show less - Develop the use of alternative learning methods in practice such as coaching, e-learning, clinical supervisor, shadowing to support the workforce development benchmark.- Evaluated training requirements for each division, consulting with department managers, HR and external resources.- Conduct situation, risk and training needs assessments prior to the planning and implementation of the general training schedule. Responsible for the maintenance of all relevant training materials and translations and local marketing material If needed.- Responsible for recruiting (where required) and supervising a team of trainers, establishing capacity development plans for their team and actively engaging in individual plans – for example, 1:1 training sessions, appraisals and feedback, assisting the Learning and Development Coordinator with internal training sessions. - Designed training programs and professional development courses to facilitate meeting organizational goals and individual professional needs.- Determined potential of training program for future needs of organization.- Assisted human resources department in designing appraisal programs and training materials.- Researched new and latest techniques for possible inclusion into existing training process. Show less

  • Operations Team Manager

    Feb 2017 - Oct 2018

  • Learning and Development Lead

    Jul 2015 - Oct 2018
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  Performance Global

  Oct 2018 - now

  Co-Founder