Ahmed Mostafa

Experience

• 

  Jumia Egypt

  Nov 2018 - Jun 2019

  Customer Experience Specialist

  • Monitor Outbound Calls and Evaluates Agent's Performance.• Preparing the Quality Report and Reporting to CCM.• Collecting Jumia NPS (Net Promoter Score) CSAT.• Catch Fraud and Exclude from NPS list.• Handling Customer Complaints.• Create Vouchers via Salesforce.• Making Purchasing Orders and Returning Orders for Customers.• Make Outbound Calls.

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  Vivo Egypt

  Sept 2020 - Feb 2022

  • Audit Team Tickets, Prepare the Quality Report and Report to MEA CCM.• Training and Guiding online Contact Center Agents all over MEA.• Feed Zendesk by vivo Database, Macros Content and Shortcuts Content.• Receiving and Handling Customer Complaints.• Handling Tickets (Facebook - WhatsApp - Instagram - Live Chat).• Send and Reply to Emails.• Create Dealership Requests.• Create Feedback Cases for Software Bugs.• Replay to Feedback Application.• Return Visit Survey and New Devices Survey. Show less

  • MEA Contact Center SME

    Sept 2021 - Feb 2022

  • MEA Contact Centre Senior Agent

    Mar 2021 - Sept 2021

  • MEA Contact Centre Agent

    Sept 2020 - Mar 2021
• 

  Oraimo accessories

  Mar 2022 - Oct 2022

  Ecommerce Assistant Manager

  • Manage All Online Activity in Relation to Traffic Acquisition, Sales and Conversion.• Develop and Implement E-Commerce Strategy in Order to Improve Website Performance.• Work with the Marketing Team or Manage Digital Marketers in Order to Improve Quality and Traffic.• Research the Market to Discover New Trends and Technologies to Improve Website Performance.• Analyze Various Data to Deliver Data-Driven Strategies to Deliver Top Performance and Achieve KPIs.• Oversee or Directly Manage Digital Marketing Channels, Email Marketing and Social Media.• Develop Content Calendar, Oversee Website Uploads and Landing Pages Development.• Follow up with Service Center to Handle the Customer's Complaints.• Daily Report on Performance. Show less

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  Whitech

  Nov 2022 - Dec 2023

  Ecommerce Content Manager

  • Manage all Online Stores Content.• Manage E-commerce Product Master Data and Product Catalog.• Manage E-commerce Client Master Data and Online Orders via Shopify, Unironic, or any other E-commerce Sales Channel.• Develop E-commerce Content and Content Calendar.• Manage E-commerce Offers and Discounts.• Manage E-commerce Web Performance and Provide Top Management with MIS Reports about Ecommerce Performance and KPIs.• Manage E-commerce Orders and Ensure Customer Satisfaction.• Develop Market Research and Proposal Offers and Discounts to Increase Sales via E-commerce.• Alignment and Cooperation with E-commerce Technical Team, Marketing Media Planner, Customer Experience Team, and Designers to Ensure Smooth Operation.• Support Customer Service Team with Responses to Clients and Handling Clients' Complain. Show less

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  CAIRO MEDICAL for Pharmaceuticals and Medical Supplies

  Feb 2024 - now

  Marketing Manager

  • Create Effective Strategies and Tactics to Enhance the Company’s Reputation and Drive Qualified Traffic.• Oversee Marketing Campaigns from Ideation to Execution.• Experiment with Various Organic and Paid Acquisition Channels.• Produce Valuable and Engaging Content for the Company’s website and Blog.• Curate Content that Attracts and Converts Target Audiences.• Plan and Track the Marketing Budget on a Quarterly and Annual Basis.• Allocate funds wisely to achieve marketing goals.• Build Strategic Relationships with Key Industry Players, Agencies, and Vendors.• Partner with Relevant Stakeholders to Drive Marketing Initiatives.• Measure and Report on the Performance of Marketing Campaigns.• Gain Insights and Assess Results Against Predefined Goals. Show less