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Ahmed Ragab, Customer Service and sales manger

Ahmed Ragab

Customer Service and sales manger·diet center

Kuwait

Bachelor's degree, Social Work

Work experience

Total years of experience: 16 years, 3 months

Customer Service and sales manger

May 2022 - Present

diet center

Al Kuwait, Kuwait

May 2022 - Present

• Lead, mentor, and develop a team of customer service representatives to ensure high performance.
• Ensure that customer inquiries and complaints are handled promptly and effectively, maintaining high customer satisfaction levels.
• Develop and implement customer service procedures, policies, and standards to improve efficiency and service quality.
• Monitor and analyze key performance indicators (KPIs) and customer feedback to identify areas for improvement.
• Organize and conduct training sessions for customer service staff to enhance their skills and knowledge.
• Address and resolve escalated customer issues and complaints.
• Prepare and present regular reports on customer service activities and performance.
• Utilize customer service software and tools to manage and track customer interactions.
• Work closely with other departments to ensure seamless customer experiences.
• Manage the customer service department budget effectively.
• Recruit, train, and manage a team of sales representatives.
• Develop and implement sales strategies to achieve company goals and targets.
• Monitor and analyze sales performance metrics and KPIs to track progress and make data-driven decisions.
• Build and maintain strong relationships with key customers and stakeholders.
• Conduct market research to identify new opportunities and stay informed about industry trends.
• Set and achieve sales targets and objectives for the team.
• Prepare and present sales reports and forecasts to senior management.
• Ensure the sales team has comprehensive knowledge of the company's products and services.
• Manage the sales department budget and resources effectively.
• Collaborate with marketing, customer service, and other departments to align sales efforts with overall company objectives.
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

customer service and sales manager

June 2014 - June 2021

lofat

Al Kuwait, Kuwait

June 2014 - June 2021

• Lead, mentor, and develop a team of customer service representatives to ensure high performance.
• Ensure that customer inquiries and complaints are handled promptly and effectively, maintaining high customer satisfaction levels.
• Develop and implement customer service procedures, policies, and standards to improve efficiency and service quality.
• Monitor and analyze key performance indicators (KPIs) and customer feedback to identify areas for improvement.
• Organize and conduct training sessions for customer service staff to enhance their skills and knowledge.
• Address and resolve escalated customer issues and complaints.
• Prepare and present regular reports on customer service activities and performance.
• Utilize customer service software and tools to manage and track customer interactions.
• Work closely with other departments to ensure seamless customer experiences.
• Manage the customer service department budget effectively.
• Recruit, train, and manage a team of sales representatives.
• Develop and implement sales strategies to achieve company goals and targets.
• Monitor and analyze sales performance metrics and KPIs to track progress and make data-driven decisions.
• Build and maintain strong relationships with key customers and stakeholders.
• Conduct market research to identify new opportunities and stay informed about industry trends.
• Set and achieve sales targets and objectives for the team.
• Prepare and present sales reports and forecasts to senior management.
• Ensure the sales team has comprehensive knowledge of the company's products and services.
• Manage the sales department budget and resources effectively.
• Collaborate with marketing, customer service, and other departments to align sales efforts with overall company objectives.
Company industry:
1398
Job role:
Customer Service and Call Center

front desk duty manager

January 2012 - January 2014

Sultan Center

Al Jahra, Kuwait

January 2012 - January 2014

In charge of the general operations of stores, making sure it runs smoothly, cleanly
And meets any budget or sales goals.
• Ensure that the customer demands are met efficiently through sufficient product
Inventory.
• Responsible in giving the hired staff an appropriate training and conditioning as per
The department requirements.
• Handle all the complaints and queries faced by the customers in a pleasant way.
• Aware of the varied range of products, and the varied number of customers visiting
These stores on a daily basis.
• Ensure that all the department products are with the highest standard quality to
Guarantee first class service for the customers.
• Accepting deliveries from suppliers and check accuracy on requisition and stock
Report.
• Dealing direct with the suppliers and Handling the Purchasing procedures including
Prices negotiations, special offers and quantity.
• Performs duties necessary to maintain store cleanliness and basic
Upkeep and/or cleaning of all equipment in the store.
• Performs all duties and may be required to work irregular hours, attend job-related
Meetings and perform other duties as assigned.
• Perform any other task as requested by
Company industry:
Retail & Wholesale
Job role:
Customer Service and Call Center

Call Center Supervisor

January 2009 - January 2012

Americana Co

Al Farawaniyah, Kuwait

January 2009 - January 2012

In charge of incoming and outbound calls conducting client market surveys and sales
Of product.
• Answer calls being received clients and potential customers.
• Offering the new products and promotions.
• Making Daily Sales Report such as the Sales Budget, Average of the Item,
Performance and Team Work.
• Handling Customer Complains and making sure that the customer will be pleased
And contented with my explanation with regarding of what they ask.
• Obtain all pertinent information regarding problems, requests, and questions
Pertaining to IT and Facilities, and enter that information into the Service Now
Tracking System in a clear and concise manner.
• Handling complicated cases & VIP clients.
• Daily information of incidents / complaints to Operations Manager.
• Make access to all information in the system.
• Communicate professionally with customers by telephone, email (or face-to-face) if
Required
• Work as a team to raise the level of customer satisfaction for the organization’s goal.
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Education

qina

March 2005

March 2005

Bachelor's degree, Social Work

Egypt

GPA (percentage): 60%

GPA (percentage): 60%

social work

Skills

Customer Service
Expert
Customer Service
Expert
Handel
Expert
Handel
Expert
Speaker Management
Expert
Speaker Management
Expert
Mobile
Expert
Mobile
Expert
problem solving skills
Expert
problem solving skills
Expert
retail
Expert
retail
Expert
problem solving
Expert
problem solving
Expert
negotiation
Expert
negotiation
Expert
supervising
Expert
supervising
Expert
time management
Expert
time management
Expert
ADMINISTRATION
Expert
ADMINISTRATION
Expert
COPY
Expert
COPY
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
EDITING
Expert
EDITING
Expert
GRAPHICAL USER INTERFACE
Expert
GRAPHICAL USER INTERFACE
Expert
MICROSOFT ACCESS
Expert
MICROSOFT ACCESS
Expert
MICROSOFT MAIL
Expert
MICROSOFT MAIL
Expert
MICROSOFT OFFICE
Expert
MICROSOFT OFFICE
Expert
POLICY ANALYSIS
Expert
POLICY ANALYSIS
Expert
READ
Expert
READ
Expert
Customer Service
Expert
Customer Service
Expert
Sales
Expert
Sales
Expert
Business Development
Intermediate
Business Development
Intermediate
Team Management
Intermediate
Team Management
Intermediate
Marketing Management
Intermediate
Marketing Management
Intermediate
Management
Intermediate
Management
Intermediate
Marketing Strategy
Intermediate
Marketing Strategy
Intermediate
Market Research
Intermediate
Market Research
Intermediate
Materials
Intermediate
Materials
Intermediate
Key Account Management
Intermediate
Key Account Management
Intermediate
Merchandising
Intermediate
Merchandising
Intermediate
Microsoft PowerPoint
Expert
Microsoft PowerPoint
Expert
Procurement
Intermediate
Procurement
Intermediate
Operations Management
Intermediate
Operations Management
Intermediate
Marketing
Intermediate
Marketing
Intermediate
Digital Marketing
Intermediate
Digital Marketing
Intermediate
Logistics
Expert
Logistics
Expert
Operation
Expert
Operation
Expert
People Management
Expert
People Management
Expert
Mobile
Expert
Mobile
Expert
Order
Expert
Order
Expert
Outbound
Expert
Outbound
Expert
Planning
Expert
Planning
Expert
Team Leadership
Expert
Team Leadership
Expert
Call Center
Expert
Call Center
Expert
Leadership
Expert
Leadership
Expert
Training
Expert
Training
Expert
Project Management
Expert
Project Management
Expert
Warehouse Management
Expert
Warehouse Management
Expert
Warehousing
Intermediate
Warehousing
Intermediate
Inventory Control
Intermediate
Inventory Control
Intermediate
Data Entry
Intermediate
Data Entry
Intermediate
Inventory Management
Expert
Inventory Management
Expert
Sales Management
Expert
Sales Management
Expert
Banking
Expert
Banking
Expert
Call
Expert
Call
Expert
Accounting
Expert
Accounting
Expert
Stock Control
Expert
Stock Control
Expert
Stock
Expert
Stock
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Teamwork
Expert
Teamwork
Expert
Telemarketing
Expert
Telemarketing
Expert
Science
Expert
Science
Expert
Administrative
Expert
Administrative
Expert
operations
Expert
operations
Expert
Customer Care
Expert
Customer Care
Expert
problem solving skills
Expert
problem solving skills
Expert
Handel
Expert
Handel
Expert
Speaker Management
Expert
Speaker Management
Expert
Help Desk Management
Expert
Help Desk Management
Expert

Languages

Arabic

Expert

English

Expert

Training and Certifications

Training
microsoft 365
work experience
May 2022
oracle system / customer care management /
inside our company
Jan 2015

Hobbies and interests

social media - shopping - traviling