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166, St.9, El-Maadi, Cairo, Egypt
Phone 02/23582071
Mobile 01000551516
E-mail ahmed_nagy_aou@yahoo.com
Ahmed Nagy Salah El Dein
Education
· Business Administration, Arab Open University in Cairo , Egypt
B.Sc. in Business Administration
§ General Secondary Certificate (English), Amal Language School.
Personal Details
·        Date of Birth: 21/09/1986
·        Marital Status: Single
·        Nationality: Egyptian 
·        Military Status: Exempted
Summary of Courses in university
  • Marketing Courses.
  • Mini M.B.A courses.
  • System thinking courses.
  • Mind maps and problem solving courses.
  • Management Courses.
  • Accounting Courses.
  • Economic Courses.
  • Microsoft Office 2003, 2007.
  • Adobe Photoshop CS 2.
  • HTML, Web Design.
Languages
  • Arabic:    Excellent   ( Mother tongue )
  • English:  Excellent   ( Reading / Speaking / Writing )
  • French :  Fair


Experience

  • From Feb 2012 got promoted to join Vodafone Ireland account as International Account Senior Operations Support
o   Job role:

1.     Act as a second line interface with customers of Vodafone Company’s worldwide, main purpose is to facilitate and provide a Vodafone global customer service standard.

2.    Working as an escalation point for all departments in customer care.

3.    Handling all types of inquiries (billing, technical, pay as you go, Corporate, multi -national companies).

4.    Handling college’s escalations.

5.    Acting as team manager when he is out of office, with full authorities.

6.    Mentor and develop new team members and set action plans.

7.    Handling mail box for support team for advanced level of escalations.

8.    Develop and invent in new or existing policies and procedures for better performance.

9.    Daily and weekly analysis for performance to develop existing and new team members.

10. Applying Vodafone way and lifestyle on daily basis with all colleagues, managers and my manager’s manager for professional communication across all departments in Vodafone.

  • From June 2008 till November 2009 worked for Vodafone International Services (VIS) as International Account Advisor for Vodafone Australia account and starting from November 2009 till Feb 2012 working in Vodafone UK account as International Account Advisor.
o   Job role:

1.    Own and manage the client relationship: resolving calls efficiently and effectively.

2.    Ensure service level agreements are met and maintained.

3.    Work as part of a team to ensure offering world-class Customer Service at all times.

4.    Be proactive in regards to the improvement of processes and procedures.

5.    Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.

6.    Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.

7.    Mentor and support new employees.

8.    Use the job tools (telephone and computer) effectively.

9.    Meeting service level in handling all transactions measured through productivity reports.

10. Accuracy in handling all assigned tasks.

11. Maintain professional work relationships with colleagues, supervisor and manager.

12. Teamwork spirit.
  • From March 2008 till June working as a telesales for E-group connections call centre in C3 branch (Top achiever for May and June).
    • Job role:
      1. Achieve 15 sales per month.
      2. Identify customer’s needs.
      3. Handle all customer obligations effectively.
  • From October 2007 till march 2008 working as an assistant product manager in healthy life medical company.
    • Job role:
      1. Assist in training.
      2. Receive, review process of production.
      3. Create ideas and implementation for product development.
      4. Assist in daily activities and tasks.
      5. Post job vacancies.
      6. Monitor competitive data and develop new product strategies.
      7. Provide rep. with schedules, plans for their daily work.
  • From July 2006 till the end of August Working as Telesales in an offshore Campaign (Star Tec).
    • Job role:
1.    Achieve a target of three sales per day with a growth of one sale per week.
2.    Improve customer satisfaction and upgrade their services.
3.    Troubleshooting all customers’ problems.

  • 1 Month training in Raya Call Center, training includes sales, customer service and product knowledge.
  • 24-27 November 2004- Academia Egypt Exhibition, Cairo as a representative for my university.
    • Job role:
1.    An Interface for the university.
2.    Handle all customers’ inquiries about the university.
3.    Distribute University C.Ds to the customers.

Skills and Abilities

  1. Ability to work under pressure.
  2. Excellent computer skills and office applications.
  3. Excellent trouble shooting skills.
  4. Excellent interpersonal skills.
  5. Dynamic, creative and self motivated.
  6. Strong organizational marketing, planning and analytical skills.
  7. Willing to travel any where according to the marketing plan.
Certificates

  • 3-18 November 2007 Net Lecturer Training program.
References

  • Will be furnished upon request.


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Neetu Singh is the founder of Resume Formats .Neetu Singh holds an Engineering degree in Computer Science with MBA Degree in Finance and Human Resource (HR). Currently she is running a Global Manpower Consultancy. Contact Her Here

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