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ابراهيم اسماعيل, Outbound Sales Specialist

ابراهيم اسماعيل

Outbound Sales Specialist·Concentrix

مصر

بكالوريوس, Business Adminstration

الخبرة العملية

مجموع سنوات الخبرة: 5 سنوات, 5 أشهر

Outbound Sales Specialist

ديسمبر 2025 - حتى الآن

Concentrix

الإسكندرية، مصر

ديسمبر 2025 - حتى الآن

Conduct outbound sales calls to previous, inactive, and potential customers using leads.
Drive customer activation and re-subscription by presenting tailored offers and value-based solutions.
Manage a high-volume pipeline of warm and cold leads, consistently meeting daily and monthly activation targets.
Use consultative selling techniques to understand customer needs and overcome objections effectively.
Re-engage lapsed customers, increasing conversion and retention rates through targeted outreach strategies.
Maintain accurate CRM records, tracking customer interactions, outcomes, and follow-up actions.
Collaborate with internal teams to improve campaign performance and optimize lead conversion efciency.
Deliver strong customer experience while balancing sales targets, compliance standards, and call quality metrics.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
المبيعات

Head of SMEs

يناير 2024 - نوفمبر 2025

Sutherland Global Services

الإسكندرية، مصر

يناير 2024 - نوفمبر 2025

Led a team of 6 SMEs, improving customer satisfaction scores by 20% within 2 months through targeted huddles and
performance reviews.
Led a team of 6 SMEs, improving daily activities and governing on performance, tardiness to reach highest levels of
efciency and effectiveness.
Exceeded quarterly sales targets by 25% through strategic upselling and cross-selling techniques.
Led a team of 6 SMEs to exceed quarterly sales targets by 25% through strategic planning and effective coaching.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
الإدارة

Subject Matter Expert (SME)

نوفمبر 2022 - نوفمبر 2025

Suthland Global Services

الإسكندرية، مصر

نوفمبر 2022 - نوفمبر 2025

Selected to be a supervisor that led to increase in sales performance, customer satisfaction and more revenue by
increasing sales closing rate.
Resolved over 900 customer inquiries weekly through a multi-channel support system, achieving a 95% customer
satisfaction rating.
Managed a new sales techniques that improved team closing rates by 30%, utilizing the latest sales enablement tools.
Led a team of 12 employees to achieve a 20% increase in productivity through the implementation of lean manufacturing
principles.
Led a team of 12 employees achieving a 90% customer satisfaction rate as measured by surveys.
Enhanced Customer Satisfaction: Increased customer satisfaction scores by 40% by implementing streamlined support
processes and personalized service strategies.
Reduced average resolution time by 20% through effective team training and workfow optimization.
Conducted huddles sessions on advanced customer service techniques, boosting team performance and engagement.
Coached team members to achieve sales, surveys, AHT and transfers.

مجال الشركة:
الاستعانة بالمصادر الخارجية للعمليات التجارية
الدور الوظيفي:
تكنولوجيا المعلومات

Associate Account Managment

يوليو 2022 - نوفمبر 2025

Sutherland Global Services

الإسكندرية، مصر

يوليو 2022 - نوفمبر 2025

Handled 125 inquiries weekly, achieving a 95% satisfaction rate on frst contact.
Delivered personalized support, boosting customer satisfaction scores.
Communicated complex product details clearly, leading to a increase closing rate & follow-up calls or increased sales
efciency.
Successfully de-escalated 30% of customer complaints, maintaining a professional and empathetic approach.
Assisted new team members by sharing best practices, improving overall metrics efciency.
Partnered with cross-functional teams to resolve complex customer issues, ensuring seamless service delivery.
Experience in CRM Tools

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
المحاسبة والتدقيق

Customer Care Executive (B2B Sales & Account Management)

يناير 2021 - يوليو 2022

Rafeeg

دبي، الإمارات العربية المتحدة عن بُعد

يناير 2021 - يوليو 2022

Managed relationships with B2B service providers (contractors and maintenance companies), driving platform engagement
and repeat business.
Acted as the main point of contact between business clients and customers, ensuring successful deal execution and
service completion.
Supported onboarding and activation of new service providers, increasing platform supply and service availability.
Identifed customer needs and matched them with suitable vendors, contributing to higher conversion of service requests
into completed jobs.
Handled objections, complaints, and escalations, helping retain business clients and maintain service continuity.
Collaborated with internal teams to improve response time and service quality, enhancing customer satisfaction and
retention rates.

مجال الشركة:
إدارة الممتلكات والمرافق

التعليم

Alexandria University

أكتوبر 2022

أكتوبر 2022

بكالوريوس، Business Adminstration

مصر

المعدل التراكمي (نسبة مئوية): 67%

المعدل التراكمي (نسبة مئوية): 67%

Skills

ACCOUNT MANAGEMENT
Intermediate
ACCOUNT MANAGEMENT
Intermediate
BUSINESS DEVELOPMENT
Intermediate
BUSINESS DEVELOPMENT
Intermediate
BUSINESS TO BUSINESS
Intermediate
BUSINESS TO BUSINESS
Intermediate
CONSULTATIVE SELLING
Intermediate
CONSULTATIVE SELLING
Intermediate
COST ACCOUNTING
Intermediate
COST ACCOUNTING
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
OUTBOUND SALES SKILLS
Intermediate
OUTBOUND SALES SKILLS
Intermediate
SALES
Intermediate
SALES
Intermediate
STRATEGIC THINKING
Intermediate
STRATEGIC THINKING
Intermediate
Project Management
Expert
Project Management
Expert
Call Center
Expert
Call Center
Expert
Customer Service
Expert
Customer Service
Expert
Customer Support
Expert
Customer Support
Expert
Customer Care
Expert
Customer Care
Expert
Technical Support
Intermediate
Technical Support
Intermediate
Sales Support
Expert
Sales Support
Expert
Microsoft Office
Intermediate
Microsoft Office
Intermediate

اللغات

الانجليزية
متمرّس
العربية
اللغة الأم

الهوايات

  • New Food, places, making friends and outdoors