Ahmed Ibrahim

Reporting to Deputy CEO, fully responsible for monitoring and delivering direct marketing budget:
• Lead a team of call center agents to execute service and sales strategies through physical and digital channels.
• Efficiently and effectively execute breakthrough marketing and experiential integrated campaigns and promotions across Omni Channels like Banks, Branches, Telcos and Digital.
• Work with internal and external teams (including underwriters and partners) to lead development of new products / campaigns that supports strategic initiatives.
• Manage Campaign P&L and make the most efficient impact against business objectives.
• Work as account manager with clients to ensure smooth & seamless operations process.
• Provide escalation metrics for customer complaints, monitoring and maintaining TAT’s.
• Proactively act in facilitating sales, service, operations efficiency and customer satisfaction.

Account Management of specific partners and project management including the following:
Core Expertise in Operations, Vendor Management, Client Relationship & end to end sales process
Campaign Planning:
-Customer Segmentation
-Product Sequencing
Forecasting, Planning & managing current & future campaigns
Campaign Profitability / P&L management

Other Responsibilities:
Manage all DtC campaigns operating in through Bank’s call center.
Daily Reporting.
-Reports to be sent in the approved template
-Correctness to be ensured
Handle & resolve escalations from call center agents, TL’s and customers.
Provide On Job training for agents and ensure they are competent enough in delivering sales numbers.
Monitor random calls to improve call quality and keep service quality levels up to MetLife Standards.
Provide escalation Metrics for customer complaints and maintain TAT’s.
Proactively act in facilitating sales, service, operations efficiency and customer satisfaction.
Work closely with Sponsor to ensure smooth & seamless operations process.
Agent Engagement:
-Sales Contest
-Training

• Meet bank sales team on daily basis to explore opportunities for Insurance sales
• Responsible for arranging product training, training refresher for sales team on regular basis.
• Responsible to educate sales team on underwriting guidelines to ensure smooth flow of business.
• Responsible for arranging training on completion of application/documentation for business sourced to ensure the TAT are maintained.
• Responsible to keep the sales team updated with the requirements of business submitted to MetLife.
• Ensure that all the sales material (Application/brochures etc.) are available to sales team at all times.
• Focus on RM activation across all segments to increase the business

• Drive balanced portfolio mix of protection and savings

To perform outbound call cross sell Telemarketing to Existing bank Customers. Products cross sell are on Credit Card / Personal / Vehicle loan including promotional items example card upgrades etc. To meet sales targets to contribute to the overall profitability business profitability. To ensure high service standards by making sure all presentation to customers are in accordance to given product guide and sales script.

1. Deliver personalized service over the telephone to customers on various banking products, accounts, and services enquiries in an effective and efficient manner.
2. Ability to understand customers’ needs and provide appropriate solution and attention.
3. Identify cross-sell opportunities during customer interaction.
4. Consistently deliver quality service to our customers to achieve total customer satisfaction.
5. Solicit customers’ feedback and identify problem trends for improvement actions.
6. Assisting customers with their enquiries, escalate/ re-direct problems when appropriate

1. Identify business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options.

2. Initiate cold calls to arrange meetings with potential customers to prospect for new business.

3. Engage in business and technical discussions with CEO, define requirements/needs, convey value proposition and recommend optimal solutions.

4. Listening to customer requirements and presenting appropriate solutions to make a sale.

5. Negotiate the terms of an agreement and closing sales.

6. Maintaining and developing relationships with existing customers.

7. Being a Part of the Tenders committee (withdrawing Tenders, participating & presenting the Tender to the board).

- Create, research and update service requests.
- Route service requests to appropriate product support teams.

• Acquire companies that have no significant revenue history with Bayt.com by selling Bayt.com recruitment products and services.
• Initiate and develop strong relationship with assigned verified leads.
• Effectively manage business in assigned database through a transactional and solution oriented selling approach.
• Determine customers’ recruitment needs, and prepare proposal to sell services that address these needs.
• Give online demonstrations to clients on Bayt.com in order to handle objections and convince clients to buy.

• Answer customers’ inquiries regarding computer software or hardware operation to resolve problems.
• Install and perform minor repairs to software, or peripheral equipment, following design or installation specifications.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Reply to customers’ e-mails regarding their technical inquiries.

• Act as a frontline interface with customers of Vodafone companies worldwide. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.

• Network skill which include troubleshooting anything related in the network and cell towers as a 1st and 2nd support team

• Data support which includes supporting customers with data services with all kinds of mobile phones or MMS, Internet and VF Live

• Responsible of providing problem resolution for incoming service inquiries which are basic or routine. Responsible for answering inquiries, solving problems, and performing troubleshooting using provided scripting and published materials. Will also be required to provide second level support to both internal and external customers and agents.

• Certified Blackberry technical support advisor from RIM (the blackberry creator company) 2008.

• Act as a frontline interface with customers of the Forex market and Forexgen.
• Responsible of answering all pre-sales inquiries related to the Forex market and to the company itself.

Trainee in Technical support