Mohamed Nouh

Key Responsibilities as Customer Account Executive - Infofort
• Playing an integral role in new business pitches and hold responsibility for the effective on-boarding of new clients.
• Responsible for the development and achievement of sales through the direct sales channel.
• Focusing on growing and developing existing clients, together with generating new business.
• Servicing key accounts and generating sales from them on a consistent basis.
• Resolving expeditiously all complaints and queries raised by customers; escalating issues to company management where needed and ensuring timely resolution.
• Responsible for cross selling of InfoFort services and generating additional revenue.
• Handling key customer accounts in government organizations; liaising with them and ensuring that timely services are provided.
• Identify new leads, initiate communication, convert leads into business and increase revenue.
• Lead point of contact for any issues related to key accounts, building and maintaining strong, long lasting customer relationships.
• Identifying growth opportunities and collaborating with sales team to ensure growth attainment.

Customer Service Team Leader

Designation Chronology
• Customer Service Team Leader
• Customer Service Executive
• MIS Coordinator


Key Responsibilities as Customer Service Team Leader
• Managed the floor and led a team of 14 customer service personnel; ensured desired service levels were achieved and customer satisfaction scores were met.
• Generated daily performance reports of the team, provided suggestions for improving performance levels, and guided team members to attain better productivity.
• Managed customer escalations and complaints, resolving those satisfactorily; coordinated with other internal departments to provide better services.
• Held discussion and meetings with senior management to identify ways to enhance service provided by the various departments, especially operations department.
• Ensured high working standards in line with the company’s customer service policy and made certain that all communication (phone, email) was responded to within time.
• Provided clear guidelines to the team in regarding their responsibilities and accountability; organized training for th team to improve customer service skills

Key Responsibilities as Customer Service Executive
• Handled entire the call flow for the company; this comprised tracking shipments, arranging pickups shop and shipping service for domestic and overseas clients who had opted for online shopping.
• Managed banking shipments for personalized banking customers, and the operator lines as well
• Initiated all required actions for response to customer requests and resolved customer order related issues.
• Recommended changes to the existing service procedures to increase the accuracy, efficiency and responsiveness.

Key Responsibilities as MIS Coordinator
• Provided call flow forecasts and developed a roster for the whole floor; the roster included details like working hours for each employee, work-breaks taken etc.
• Conducted training sessions for the new entrants in the organization and enhanced their skills and performance.
• Generated and analyzed reports, and presented these to management to facilitate decision making.

International Audit and Consulting Group

Key Responsibilitiesu**
• Acquired knowledge in conducting audits based on country regulations and the International Financial Reporting Standards (IFRS).
• Conducted audit of 2 major firms in Egypt.