Business Development Manager / youth training manager
Better Consulting, Learning & Career Development
Total years of experience :15 years, 9 Months
Business Development Manager: Increasing revenues from public & corporate trainings. Developing a list of prospect companies, making cold calls to VIP accounts to introduce our company’s offerings. Developing and maintaining an organized database of client contacts, actively maintaining communication with them, and reporting weekly updates to Managing Director. Developing and maintaining a pipeline of business opportunities and reporting to Managing Director on a weekly basis. Preparing proposals and quotations. Events & Programs Management: Representing Better as a speaker in public events, youth & women programs, and creating & implementing strategies with Embassies & NGOs. Training: Conducting different training programs as a practitioner in customer service, sales, safety & security, cross-culture, and diversity in the workplace.
Facilities Management Officer: Managing SYKES leased properties and ensured they are maintained within accepted Sykes standards in a safe and operable condition. Serving as a member of the management team who is providing a wide range of building-related services, managing physical resources, asset management, facilities maintenance and operations strategic planning in Egypt office. Supervising and training one of the largest and most diverse work forces domestically including engineers, tradesmen, maintenance staff and other facilities personnel and contractors. Head of Emergency Crisis Team: On call to provide services 24 hours a day, seven days a week. Enhancing and implementing different action plans, and managing their budget including evacuation & business continuity plans.
Front Line Engineer Handling technical issues at Vodafone NOC (Network Operations Center) received from over 30 sites worldwide. 24x7x365 organization shift work, holidays and on-call responsibilities. Handling outages by offering Incident Management and take responsibility of quick restoration of failed service operations. Communicating with different sites via emails, tickets and conference calls around the clock 24/7. Identifying the incident priority and assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Providing global IT support for all Vodafone operating companies and vendors as a front line to 2nd level support in different departments as infrastructure, enterprise, consumer services and more. Monitoring different services as M2M, Vodafone Live and Vodafone Money Transfer, and providing call status updates at regular intervals and communicating status to service owners. Managing monthly meetings with international sites engineers to ensure their service requirements are met. Being the single SPOC of contact between Vodafone holding companies and Vodafone Group One Network and having the ability to serve them side by side. Effectively communicating procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Being specific of solutions provided in high customer service standards.
Floor Support: Providing technical induction program to newly hired staff. Supporting staff members with the technical issues they are facing with clients and providing them knowledge they are unable to allocate. Part of knowledge base creation and follow up on latest updates to be available on the page for the staff knowledge and assistance. Conducting quarterly agent self-assessments within Australia technical support team and use results to find the knowledge gaps. Serving as a manager call back to complaints both scheduled and on the spot. Handling network issues troubleshooting remotely. Reporting staff knowledge strength and weakness to the training department.
As Customer Service & Technical Support Handling High-End complaint. Communicating with all parties due dates, deadlines and making sure of achieving agreed service level in all provided services. Remotely solving technical issues facing customers with their laptop and identifying source of issue as software or hardware. Arranging on site repair if remote troubleshooting is not solving the problem. Submitting different reports.