Abdelfattah Heidar

Responsible for a big project in Marsa Alam.

"After returning from Qatar, I decided to free myself temporarily in the support of the family business during the post-revolution period; and then I can focus on finding a suitable position for myself elsewhere that fits more with my experience and qualifications."

Responsible for planning and executing transport operational plans for sport and none sport venues.
 Involved in strategic transportation planning for various sports venues and hotels: load zones, pick up zones, staging areas, dedicated parking areas, and traffic management.
 Managed a fleet of 380 drivers, dispatching vehicles when required.
 Managed a team of 1120 volunteers which included venue specific training, job assignment, flexible scheduling, and performance reviews.
 Assigned all VVIPs their own personal transportation for the duration of their stay at a five star hotel and resort, facilitating communication between the distinguished guest, the transportation department, and the driver.
 Authored reports and maintained records for all relevant transportation related issues and inquiries.
 Built relationships with staff, volunteers, and international delegates in a multi-national, dynamic work environment.

"Contract type: Limited - 2 years."

Manage corporate sales (Multinational and Large Segments) to develop sales and increase company’s market share in the assigned sector.
 Identifying potential new clients and business opportunities and persuading new customers.
 Enroll new corporate clients to the company’s database by offering all kinds of IT solutions (VPN, ADSL, VOIP, Web and Email Hosting) as well as all kinds of information connectivity.
 Working with clients to identify their needs regarding telecommunication system like (Internet leased line, Data leased line connection between branches, WiMax connections, 3G Internet and Hosting), and work out how the company can best meet those requirements, in order that the client does not decide to place business elsewhere.
 Manage my existing customers in terms of (requests - collection and financial problems - technical problems),
 Make new deals and up-sell company’s products & services to existing clients/accounts to maximize revenues.
 Maintain customer relationships with existing customers.
 Increase company market share through making new sales deals.
 Follow up with the current and new corporate accounts, with follow up visits & renewal contracts.
 Monitor payment and collections of all the clients.
 Participate in creating and developing corporate accounts database.
 Prepare of sales reports and submit them to include all of the following (sales - visits - proposals)
 Follow the competitors' movements and activities and their marketing campaigns.
 Gain knowledge of new products offered by the company and their benefits and what distinguishes us in comparison to competitors to introduce the company's products at the customer's locations in a suitable & presentable way.
 Keep good relations with the customers and maintain good reputation.

"Contract type: Renewable."

Provide strong brand visibility and assortment optimization of the products. Also build relationships with clients to achieve sales growth and market share.
 Ensure availability, visibility and trade initiative effectiveness to increase Philip Morris's sales volume and share.
 Provides direction to the merchandising field force by working closely with Regional Manager to ensure optimal regional merchandising performance.
 Break down merchandising targets in terms of market share, volume, coverage and frequency after approval by Regional Manager.
 Develop and maintain positive working relationship with relevant functions of the organization in order to follow up on all critical business developments and address them with relevant training initiatives.

"Contract type: Renewable."

Serve customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
 Assist in determining call center operational strategies.
 Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
 Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
 Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
 Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
 Maintain equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
 Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Supervise and coordinate activities of workers providing telephone customer support services by performing the essential call center duties and responsibilities.
 Manage a team of call center agents.
 Manage by walking around.
 Take calls that agents can't handle or when an agent appears to need assistance.
 Monitor queue and track inbound calls.
 Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
 Motivate and encourage agents through positive communication and feedback.