Ranad Ahmed

Responsible for a diverse range of daily tasks to ensure that my team provided excellent service to our customers, monitored
the team's performance and ensured customer satisfaction with the service provided.
▪ I create (SOPs) for all the tasks that my team needed to perform & help team members understand their responsibilities and
ensure that they could refer to them whenever they needed guidance.
▪ Developed the team's work plan and managed the holiday schedule, making sure there was enough coverage during busy
times and on holidays. additionally raised overtime pay for all of them when they worked on holidays.
▪ Check the comments on our company's Instagram page. If there were any negative feedback, I reacted right away and ordered
the team to get in touch with the client to address their issues. We took care to eliminate any inappropriate or pointless
advertising from our content.
▪ Placed orders for big companies and offered them a special price based on the quantity.
▪ Every day, verify that all order statuses have been completed or canceled by checking the daily web report. Send an email to
the Sales & Operation Supervisor with all order numbers if there were refunds to update the system statuses. Then include
the refund order in Excel and send it for processing to the finance department.
▪ Check all complaints, old and new, and tried to resolve them with the customer within 24 hours & listened to customer calls
randomly.

Establishing customer service department (selected the right call center system, designed CRM system, department team selection, designed service and performance strategy & provided adequate training for staff).
 Department tasks:
o Managing customers’ inquiries and recommendations. o Directing franchising preliminary applications.
o Managing customers’ complaints deriving from social media and call center.
 Managing customer service team; supervising the efficiency of the team’s performance in relation to the department tasks mentioned above.
 Branch visits and collecting data related to service assessment and evaluation as a mystery customer.
 Reviewingandanalyzingcollecteddatafromdepartmenttasksandbranchvisitsforthepurposeofoptimizingthecompany’s
performance.
 Created incentive system for branch employees to increase level of competition between them for better performance.
 Preparing reports (daily, weekly and/or monthly) as follows:
o To franchise department in relation to complaints, customer inquiries and recommendations & preliminary franchise applications.
o To operations, sales, marketing, purchasing and quality departments in relation to complaints for the purpose of monitoring and control, and customer inquiries and recommendations.
o To top management (CEO) reporting a comprehensive analysis of the data pertaining to customer complaints, branch visits as well as recommending incentives for best employees.

Daily operation tasks (Entering, Releasing, having a booking, shipment request & ensure receiving by
customer).
⋅ Following up with Salesmen(who's entering orders), logistic & Finance for daily pending issues.
⋅ Ensuring stock availability with Demand planning team.
⋅ Visiting 50 Stores Monthly with sending daily commitment reports with actions plan.
⋅ Solving In stores issue with Merchandising team, Master all the returns; Damage, overstocked and
replicated orders, maintain the stock level at the DC from all SKUs
⋅ Assist the current status and creating full plan to achieve progress (OOS%/SKU/outlet
⋅ Working with planogram & ranging teams to increase availability & Visibility in outlets

Maintained regular and punctual attendance achieving the sales target monthly and yearly and ensuring 100% outstanding collecting
Inform the client about the addition and deletion members
Made sure that the clients receive their invoices within a proper timeframe
Answered the client inquiries and referred them to the appropriate department
Making daily 60 introduction calls (inbound & outbound calls)
Responsible to update the records of meetings and forecast on sage daily to be more organized & achieve more result
Handled the sales over the phone and developed partnership/long-term relation with all existing and new clients
Maintained a high customer satisfaction index