Customer Care Sales
Resume:
K A R I M M O H A M E D H A S S A N
*************@*****.***
CAREER SUMMARY
Business Development Manager – ALCHEMISER
● Contac ng poten al clients to establish rapport and arrange mee ngs.
● Planning and overseeing new marke ng ini a ves.
● R esearching organiza ons and individuals to find new opportuni es.
● Increasing the value of current customers while a rac ng new ones.
● Finding and developing new markets and improving sales.
● A ending conferences, mee ngs, and industry events.
● Developing quotes and proposals for clients.
● Developing goals for the development team and business growth and ensuring they are met.
● Training personnel and helping team members develop their skills. Blended Senior Representa ve - Vodafone Egypt
(2013-2019)
● Our Department is a Func on Area that Suppor ng another Customer Care Departments & Different Queues, Such as:
● Consumer Customer Care (Consumer Complaint, High Value Segment & Premium Segment ).
● Enterprise Customer Care ( Inbound, Corporate Complaint, Reten on & Ac va on).
● Internet Call Center (ADSL).
● Risk Management (Consumer Ac va on, Collec on & Dealer). Experience gained while working at Vodafone:
Ac ng as Team leader : (For part- me agents)
● Working on customer sa sfac on as 1 st priority measured through NPS and FCR by giving ps and guidelines
● Managing a team who support frontline / back office and social media
● Encourage employees to think and raise their new ideas/process enhancements to the concerned par es
● Provide feedback & guidance to direct reports on monthly basis to help reach goals (One/One)
● Efficient coordina on of staffing and training requirements with other customer care areas
● Ensure consistent & proper communica on among the team to shortens the gap between supervisor an
● agents which ensure that company news are delivered to staff on a mely manner
● Conduct a monthly team mee ng to share achievements & challenges
● Ensure full & mely implementa on of the recogni on program in the area
● Ensure that objec ve & evalua on process are clear to each member of the team
● Seeking team feedback regarding my management style (i.e. People Survey, GUBA)
● Maximum u liza on of available resources to achieve target SL through close monitoring. Workforce Loan:
● Monitor real me contact volume both Voice and email support and associated service levels and staffing
● requirements.
● Trends real me call arrival pa erns and adjusts staffing accordingly.
● Iden fy call rou ng anomalies using real me monitoring applica ons.
● Analyze real me contact center performance for same day staffing adjustments and call rou ng re-alignments.
● Iden fies real me call volume interrup ons and system outages that impact contact center performance.
● Escalates contact center interrup ons to appropriate business con nuity leaders in a mely fashion.
● Maintain current and accurate agent skill set inventory and schedule recrui ng / training
● departments involvement as required.
Tes ng Area Loan:
● Test new services, Promo ons & Rate-Plans before launching to measure it’s technicali es & solve any system problem that customers may face.
Corporate and consumer complaint loan:
● Handle the complaints of customers in both departments and solve their problems and was from top 10 achievers
ICT loan
● I was 1 of 4 employees from my team at Vodafone to present new products for Vodafone and explain in detail to customers a ending Cairo ICT 2017. Sales Representa ve- Nile Takaful
(2012-2013)
● Design and implement effec ve marke ng strategies to sell new insurance contracts or adjust exis ng ones
● Contact poten al clients and create rapport by networking, cold calling, using referrals etc
● Appraise the wishes and demands of business or individual customers and sell the suitable protec on plans
● Collect informa on from clients on their risk profiles in order to offer them the proper solu on
● Prepare reports to shareholders on the success of your business endeavors
● Retain con nuous awareness of transac ons, sales and terms and keep rela ve records
● Check insurance claims to solidify trust and safeguard reputa on
● Frequently replenish job-specific knowledge and apply it on the field
● Fulfill all company-established policy obliga ons Sales Representa ve- Nile Takaful
(2012-2013)
● Design and implement effec ve marke ng strategies to sell new insurance contracts or adjust exis ng ones
● Contact poten al clients and create rapport by networking, cold calling, using referrals etc
● Appraise the wishes and demands of business or individual customers and sell the suitable protec on plans
● Collect informa on from clients on their risk profiles in order to offer them the proper solu on
● Prepare reports to shareholders on the success of your business endeavors
● Retain con nuous awareness of transac ons, sales and terms and keep rela ve records
● Check insurance claims to solidify trust and safeguard reputa on
● Frequently replenish job-specific knowledge and apply it on the field
● Fulfill all company-established policy obliga ons Tour Guide - EMECO Travel
(2010-2012)
● Provide Pre tour and safety briefing efficiency
● Prepare and collect tour documents including tour i ner-ary, feedback form, suppliers’ contacts and other
related requirements for the
tour
● Provide general informa on, explana on regarding tour des na ons, visi ng sites as well as culture, country facts, local tradi on and other related to tour requirement
● Ensuring that the tour is running smoothly for individual members of the group; ensure compliance with company policy or tour regula ons.
● Take care of the group 24hours/day, and handle any issues during the trip. Sales Agent - PRIMA Company
(2008-2009)
● Generate leads.
● Meet or exceed the assigned sales goals.
● Nego ate all contracts with prospec ve clients.
● Helping determine pricing schedules for quotes, promo ons, and nego a ons.
● Preparing weekly and monthly reports.
● Giving sales presenta ons to a range of prospec ve clients.
● Coordina ng sales efforts with marke ng programs.
● Understanding and promo ng company programs.
● Obtaining deposits and balance of payment from clients.
● Preparing and submi ng sales contracts for orders.
● Visi ng clients and poten al clients to evaluate needs or promote products and services.
● Maintaining client records.
● Answering client ques ons about credit terms, products, prices and available. Computer Skills :
1. Good knowledge of dealing with Computer Networks, and Network so ware . 2. ICDL ( Interna onal Computer Driving License )
3. AutoCad 2D Cer ficate Holder
Language Skills :
1. Na ve language Arabic .
2. Good command of both wri en & spoken English .
INTERESTS
Traveling, Reading, Drawing, and listening to music
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