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Enterprise Accounts Sales Supervisor

Summary

An Internationally Skilled Telecoms Expert, Currently Managing a Segment of Corporate Sales with Vodafone Egypt, after earlier roles including, Contact Center Supervisor, Global Helpdesk Senior Adviser, and multiple roles in Sales & Retail.
Specific skills and experience encompass Sales & Marketing “With Excellent Technical Awareness”, B2B Business Development, negotiating complex ICT Solutions, long-term client relationship building, corporate governance, offer high level of interpersonal, and people management skills, from Staff to C-Level, and can lead diverse teams.
Certified ITIL, COPC, Total Negotiation Specialist, and possess a BSc. In Business Administration & Information Technology, Currently studying for Project Management Professional, Native Arabic Speaker, and Speak English Fluently.

Work History

Oct 2014Present

Enterprise Accounts Sales Supervisor

Vodafone Egypt, Corporate.

Managing a Sector of Vodafone's Corporate Sales in Egypt, with a Focus on Voice Solutions, Data (Mobile & Fixed), Internet of Things (IoT), and IT Solutions such as Hosting & Cloud, along with Complex Sales involving ICT, Mobile App Development & Support, for Top Corporate Accounts in Egypt

Dec 2011Oct 2014

Contact Center Team Manager

Vodafone UK

Responsible on Managing the level of Customer Experience offered to our customers by the Customer Services diffrent teams.
Manage the operations team ensure and Achieving high satisfaction results by meeting our customer satisfaction, Service Level targets. Ensure that all team members Acquire and develop the right skills and knowledge for operational / non-operational tasks on a Full basis.
Responsible for implementation, co-ordination and fulfillment of customer programs within the Customer Operations according to ITIL, and COPC standards. Also in charge of identification and management of improvements of services provided via the Operations.
Establish strong service relationships with customers and leverages those relationships to ensure maximum financial return from Vodafone customers, while Managing TNPS Targets across Consumer Segments, and working side by side with CVM Teams.

Oct 2010Dec 2011

Global Help Desk Senior Advisor

Vodafone Global Enterprise

Global Enterprise Service Center (GESC) is a centralized group of international service representatives providing a single Vodafone point of contact for MNCs’ own helpdesk at a global and/or regional level. The mission of the GESC is to support the MNCs’ and to handle their incidents and requests, and to provide an interface for other activities such as Change, Configuration, Release, Service Level and Service Continuity Management. The team works closely with the local operating companies (OpCo) and Partners in the different countries / regions and has a direct escalation route to both the Local Service Managers and the Global Service Managers. Its role is to ensure the smooth resolution of all MNC Global Accounts incidents by providing outstanding customer service at all times and high level generalist and specialist support capabilities.

The role includes a wide range of project implementation activities in addition to dealing directly with customers and developing the service proposition and future proposition may include activities such as Managed Blackberry Support One Network etc.

Apr 2009Oct 2010

Customer Services Supervisor,

Vodafone Egypt

Assist with production of monthly reports for customers and managers.: International Accounts Supervisor, Service Off-shoring Operations, AU Operations, Role Profile: A Supervisor will have responsibility for managing the care offered to our customers by the Customer operations team. He is expected to manage the operations team ensure that team members deliver Achieving high satisfaction results by meeting our customer satisfaction, Service Level targets. Ensure that all team members Acquire and develop the right skills and knowledge for operational/non-operational tasks on a Full basis. A Supervisor should have Full knowledge of operational documents and efficient performance of day-to-day operations, and should deliver required reports on time. Ensure that there is proper Reporting and comprehensive follow up on meaningful escalations till it receives immediate visibility and resolution tracking.

Nov 2008Mar 2009

Sales Agent, Offshore Operations

Raya Telecom

Handling customers’ requests and demands within the least possible time, and the efficiency and accuracy, providing a full 5stars service to our customers over the phone, or simply through a phone call, obtaining customer’s satisfaction for the service we provide.

Jan 2008Nov 2008

Senior Sales Executive, Key Accounts

Samo Trading Co.

Senior Sales Executive, Key Accounts, New Cairo, Cairo. Tasks: Possessing a wealth of sales management experience and a proven ability of successful sales and business development, consistently achieving significant year-on-year sales targets and growth. Accomplished in training and motivating other sales executives to provide a high level of customer service. Believing that good team leadership and a hands-on approach to management brings increased standards and profits. Demonstrated skills: Teaching and training skills; problem solving skills; leadership and management skills; high-level communication skills, demonstrated with a variety of different persons, including staff, management, suppliers and customers; book keeping and stock management skills, using both electronic and paper tools; sales, including the ability to contribute to deciding sales direction and shop stock.

Mar 2005Dec 2007

Assistant Sales Manager, Solar Energy

Solar Energy Company

Assistant Sales Manager, Maadi, Cairo. Tasks: Customer sales, shop stock management(using both paper records and Excel spreadsheets); book keeping and maintenance of sales records; reconciling cash and electronic payments at the end of the day with sales; handling complex customer orders and inquiries; liaison with suppliers, including new stock selection and returns, orders and deliveries; management of two sales staff, including setting daily duties, problem solving, support, training and feedback and overseeing work hours; ensuring monthly sales targets met; and close working relationship with sales manager. Successful training of new staff member, successful handling of complex customer complaints and inquiries; ability to work under pressure and ensure monthly sales targets met; accurate handling of money and records; and the contribution of new ideas that have been taken on by the sales manager.

Mar 2004Sep 2005

Salesperson, Solar Energy

Solar Energy Company

Salesperson,, Maadi, Cairo Tasks: Responsible for retail customer service and sales of electronic products, including digital cameras, mobile phones, telephone handsets and answering machines, game machines and games(Play station, Nintendo), headphones, speakers, electrical cables, adaptors and plugs, small electrical appliances(hand-held vacuums, hairdryers, shavers, DVD players, heaters), MP3 players, Walkmans, USB memory devices, printers, wrist watches, and lighters; liaison with company sales representatives and suppliers; customer inquiries and orders; problem-solving, warranties and repairs; developing and maintaining own product knowledge; maintaining sales records and handling money accurately. Demonstrated skills: The ability to sell a range of products; interpersonal skills and the ability to relate to many groups of people, including Egyptian and foreign customers. 

Education

20102012

Certificate Of Acheivment in Sales & Marketing

American Univerity in Cairo

Sales & Marketing

Sep 2005Oct 2009

B.Sc

EGI Academy

Business Administration & Information Technology

Sep 2000Aug 2005

Galal Fahmy Technichal College Diploma

Shubra, Cairo

High School Diploma in Information Technology.

Certifications

2014

Certiefied Sales Proffesional®

Liam Richmond®

Liam Richmond is an award winning sales improvement and customer experience enhancement consultancy. We specialize in increasing the performance and capability of employees by providing learning, training and development for retail and business (B2B) sales. Liam Richmond consistently delivers better leadership and management ability, increased sales, improved customer service and a better customer experience.

2016

Certified Total Negotiator®

Total Negotiation®

A challenging, highly interactive programme that builds on delegates existing commercial, selling and negotiation skills, challenging them and equipping them with approaches and negotiation skills to maximize commercial value through leading negotiations.

2013

COPC®

CSP Re-certified Release 5.2

Since 1996, COPC Inc. has provided call center certification to hundreds of call centers throughout the world, providing a consistent and proven framework for managing people, processes and performance. Call center certification by COPC Inc. enables your organization to measure and improve all operational activities that support the customer experience—to ultimately boost customer satisfaction while increasing revenues and reducing costs.

2012Present

ITIL V.3 Foundation

Harvard Mentor School

ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.

IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organizational environments in which it operates, it is in a state of constant evolution.