سامح الغنيمي

Handles after sales orders affinities acting as a link between the Sales and the Deployment engineers Team.

• Log orders (Subscription and Internal) in Apex for engineers deployment phase.
• Create Cloud machines SRs for deployment by engineers.
• Update Estimated Provisioning date and current status of logged orders on OPC.
• Adding Domain ID files to SRs to assist assign correct Hardware to correct Hardware rack.
• Adding employees to projects t work and submit timesheets.

Responsible for managing Company resources (Engineers Project Assignment/ Inventory Stock/Order Assurance):

• Checking engineers skills/work schedule and assigning to deployment/installation/maintenance projects.
• Manage procurement purchase orders/requisitions for company employees.
• Manage relation (Contracting/Assignment) of 3rd party labor hired by Oracle.
• Responsible for project initiation and Oracle Cloud orders creation, proofing and auditing.

Responsible for day to day operations for VIS VF-UK call center floor including:

• Monitoring, managing and delivering SLA reports for all operations management team.
• Responsible for monitoring real-time adherence of employees to their assigned schedule.
• Represent a focal point between both the Operations management and the Client support teams.
• Responsible for supervising all main projects that take place in the call center operations such as relocation, expansion and new implementation.
• Responsible for handling technical issues for logged in employees and reporting it directly to the concerned support teams both locally in Egypt, India or the UK.
• Responsible for stock management of hardware equipment used by employees.

Auto Service center manager and in charge of billing and accounting info for the work site, also as partner was responsible for the following:

• Spare parts procurement.
• Marketing and advertising
• Social media analysis and online marketing
• Handle all expenditure and revenue related items

Act as a focal point between call-center operations and the technology sector.

October 2011 - November 2012
Vodafone Egypt - MIS Analyst
Act as the reporting and analysis function for the VGE department by preparing the necessary analysis, generating periodic reports and giving recommendations to assist in the decision-making process as well as detecting/highlighting issues that may have impact on the business causing revenue loss.

Essence of Role:
• Create SLA reports that help call center operations monitor and control workflow between different teams
• Create Spend and Usage reports such as TEMA reports to help VGE customers track their expenditure with Vodafone as well as how their employees use their devices and to what extent
• Coordinate with Technology departments to automate reports generation.
• Coordinate with other departments (Commercial, Finance, DWH, etc) to prepare any required reports or analysis.
• Provide analytical, technical, business and management expertise to the customer operations management team.
• Analyze, develop action plan, and resolve service delivery and/or service level issues.
• Maintain excellent communication with all stakeholders.

July 2008- October 2011
Vodafone UK - Technical Support Advisor
To deliver an exceptional, commercially focused, customer experience through an understanding of different customer needs and providing the right technical solutions and service in a red rock solid, restless way


Essence of Role: • Delivering customer service appropriate to customer needs and meeting/exceeding their expectations with technical support on all Vodafone hardware, software and related queries.
• Efficiently handling and resolving customer queries (First Time Resolution), whilst demonstrating Vodafone's values and behaviors (Red, Rock Solid, Restless)
• Take positive action from any feedback given resulting from customer satisfaction surveys, CDI (Customer Delight Index) and quality scoring.
• Be fully conversant with Vodafone systems and processes that effectively support customer service.
• Maintaining accurate customer records.

• Converted calls into quality sales by dealing effectively with customer objections.
• The use of effective questioning techniques to identify customer needs, demonstrating excellent product knowledge to promote the features and benefits.•
• Consistently demonstrated the ability to close the deals.•
• Working within different areas of the business from Direct Sales, Customer Returns and Inbound Retention gaining a broad knowledge of Vodafone.
• Assisting my Manager with driving the performance of my team including holding buzz sessions, one to one and group coaching sessions. Effectively monitoring the KPI's, and creating a positive environment for the team to work effectively.

August 2007 - July 2008
Amecotech - Sales Agent
To be able to always close a sale while dealing with different markets, industries and regardless of the business segment being in communication as long as the communication results in a closed deal

• Converted calls into quality sales leads by dealing effectively with customers
• Business to business cold calling with fixed monthly targets.
• Account management of existing clients.
• Updating and monitoring the company online ad.