Customer Service / Sales Account Manager
NOLA Cupcakes
Total years of experience :17 years, 11 Months
Customer Service / Sales Account Manager
• Responsible for hiring, training a team of 3 and re-launched the Customer Service / Sales Catering department at NOLA Cupcakes HQ.
• Coordinating with all departments to create smooth communication channel to maintain quality standards and to create a healthy working environment.
• Reporting to Owners and Finance Manager on weekly and monthly basis.
• Responsible for reports and required analysis to determine sales income “Profit & Loss”.
• Responsible for cascading updates to Catering team and 11 branches.
• Creating training materials, product manual, catalogues and archiving.
• Forecasting and scheduling staff to cover business needs depending on season.
• Constant market research for competitors and new product trends.
• Enhancing product designs, and quality of products to bring the multinational standards to the Egyptian market.
• Also handling VIP clients with high value sales such as British embassy, Emirates embassy, Jordanian embassy, IKEA, Mango, GAP & HSBC Bank.
• Handling quotation, invoices, collecting payments from clients abroad via Bank transfer or Western Union.
• Event Consultant for Weddings and Corporate Events.
Technical Support Supervisor - Duties include:
• Responsible for a technical support team with a total of 12 agents.
• Succeeded in launching the account with all the constraints of the launching environment.
• 24/7 Monitoring Aircrafts through Google Earth and alerting Client and Airline companies if maintenance or troubleshooting required for specific aircrafts.
• Investigating Aircraft events throughout the whole flight to insure stability of Marsat satellite and GSM/Wi-Fi service.
• Holding conference calls with the client (OnAir) to discuss updates and raised issues.
• Proposing new ideas to client &Teleperformance to increase the QOS Level.
• Reporting daily responsibilities to my superiors of operations (Teleperformance and OnAir)
• Responsible to carry out and cascade all the ongoing updates to all the agents.
Responsible of customer complaints and resolving the issue with high level of effectiveness.
• Attend training in Geneva Switzerland \[SITA Head Quarters\] in March 2013 for a new line of business for OnAir account at Teleperformance and the training was successful and came back to Cairo with all the training materials, delivered the training to all the agents and monitored each individually till we metand exceeded Quality Mark required by Client and successfully launched the new line of business \[Aircraft Monitoring and Airline Escalations\]
• Dealing with Major Airline Account Managers such as \[Emirates, Saudi, Qatar, Etihad, Kuwait, Egypt Air, Thai, Singapore, All Nippon, Aeroflot, Cebu Pacific, Iberia, Hong Kong Airlines and Etc.\]
Cisco CS
• July 28, 2010: Working in the Escalation team to resolve any issue related to the Quote to Cash "QtC" cycle of Cisco, and ensuring Cisco's compliance to SOX standards.
Previous Xbox Account: Customer Service Representative
• Inbound agent, trained and worked as a Microsoft CSR Technical Support for Xbox 360 console, supporting Europe and mainly UK.
• June 15, 2007: Promoted as an Assist CSR in order to help the agents with all kinds of issues they face with the customers and to direct them with the action needed.
• July 27, 2007: Promoted as a Tier2 Agent CSR outbound escalated calls handled as a manager in order to solve customer's issues within Microsofts Policy and Boundaries and reach customers' satisfaction.
Microsoft Tier2 Technical Support - Delegated as a Team Leader, duties include:
• Responsible for a technical support team with a total of 26 agents.
• Responsible for recruiting, training, and certifying all the available candidates.
• Succeeded in launching the account with all the constraints of the launching environment.
• Holding conference calls on daily & weekly basis with the client (Microsoft) to discuss updates and raised issues.
• Proposing new ideas to client & Xceed to increase the QOS Level.
• Generates daily reports for the outliers that are responsible for the AHT increasing.
• Effectively worked closely with the outliers to manage their AHT that has reflected on the whole account.
• Was responsible for dealing with the Hot Escalation issues and the escalated tasks with high level of effectiveness.
• Reporting daily responsibilities to my superiors of operations (Xceed and Microsoft)
• Identify areas of improvement and product development on a daily basis to the client (Microsoft)
• Responsible to carry out and cascade all the ongoing updates to all the agents.
Masreya Information System (Xceed "Certified COPC") - Cairo, Egypt www.Xceedcc.com January 28, 2007 - Present
Ameco Tec -Cairo, Egypt June 20 2006 - January 27 2007
Telesales Agent
• Trained & working as a Telesales agent for targeted customers in USA & Canada.
2000 - 2004: Modern Academy (Maadi) B.S.C. Commerce -Accounting Section.
Graduation Project degree: Excellent.
