وليد أحمد

• June 2012 - August 2014 / January 2016 till present (Customer Care Manager)
Yazan and Mohammad Zahran Company (Zahran Group) - Amman - Jordan

 Developing and implementing customer service policies and procedures.
 Directing the daily operations of the customer service team.
 Planning, prioritizing and delegating work tasks to ensure proper functioning of the department.
 Ensuring the necessary resources and tools are available for quality customer service delivery.
 Reviewing customer complaints and tracking complaints resolution.
 Monitoring accuracy of reporting and data base information and analyzing relevant data to determine customer service outputs.
 Identifying and implementing strategies to improve quality of service, productivity and profitability.
 Liaising, meeting and coordinating with company’s management and department managers to support and implement growth strategies and to discuss possible improvements to customer service.
 Managing and following up the After Sale and Retention arrangements and procedures.
 Preparing the follow-up schedules and lists related to the customers for the day-to-day follow-up, as well, coordinating with different departments to insure smooth running of all tasks related to the department and creating reports as assigned.

Al Genome Medical Company - Amman - Jordan

•Planning work schedules and weekly and monthly timetables.
•Regularly attending company meetings, technical data presentations and briefings.
•Building and maintaining positive working relationships with medical staff and supporting administrative staff.
•Monitoring competitor activity and competitor’s product and developing strategies for increasing opportunities.
•Maintaining knowledge of new developments in the National Health Service.
•Providing competitive information such as bid situations, pricing data, or bundling arrangements in order to establish negotiated pricing contracts for assigned products.
•Improving product knowledge and sales techniques.
•Gathering, analyzing and delivering information from the field to allow the company to develop strategies and products appropriated to the quality and safety testing market, as well, reporting information back to head office about customer’s needs.
•Organizing appointments and meetings with community and hospital based healthcare staff.
•Identifying and establishing new businesses.
•Reviewing sales performance & writing reports.
•Providing an after sales service and Keeping records of sales and customers details.

Amman - Jordan

•Developing and implementing customer service policies and procedures.
•Directing the daily operations of the customer service team.
•Planning, prioritizing and delegating work tasks to ensure proper functioning of the department.
•Ensuring the necessary resources and tools are available for quality customer service delivery.
•Reviewing customer complaints and tracking complaints resolution.
•Monitoring accuracy of reporting and data base information and analyzing relevant data to determine customer service outputs.
•Identifying and implementing strategies to improve quality of service, productivity and profitability.
•Liaising, meeting and coordinating with company’s management and department managers to support and implement growth strategies and to discuss possible improvements to customer service.
•Managing and following up the After Sale and Retention arrangements and procedures.
•Preparing the follow-up schedules and lists related to the customers for the day-to-day follow-up, as well, coordinating with different departments to insure smooth running of all tasks related to the department and creating reports as assigned.

Contracts Administrator:
 Securitizing documents received from Sales and Finance related to the units sold and the purchaser.
 Issuing the Contract/Agreement and making sure that the contracts are signed by customers as well as those authorized in the company.
 Negotiating, reviewing and interpreting contracts with customers to ensure customer’s satisfaction.
 Creating and reviewing reports showing the status of the contracts activity.
 Tracking and evaluating customer’s objections and demands to anticipate customer’s needs and changes to those needs.
 Negotiating the contractual details and evaluating existing contracts through review of reports and customer feedback and implementing solutions.

Collection Coordinator:
 Generating records and reports of all installments for each project.
 Generating necessary weekly and monthly reports and reconciling statements of accounts.
 Preparing venous reports as assigned.
 Generating reminder letters in case of payment delay (by means of fax, e-mail, letter etc.).
 Coordinating with Legal Department for the bad debts cases.

Securitizing documents received from Sales and Finance related to the units sold and the purchaser.
•Issuing the Contract/Agreement and making sure that the contracts are signed by customers as well as those authorized in the company.
•Negotiating, reviewing and interpreting contracts with customers to ensure customer’s satisfaction.
•Creating and reviewing reports showing the status of the contracts activity.
•Tracking and evaluating customer’s objections and demands to anticipate customer’s needs and changes to those needs.
•Negotiating the contractual details and evaluating existing contracts through review of reports and customer feedback and implementing solutions.

Generating records and reports of all installments for each project.
•Generating necessary weekly and monthly reports and reconciling statements of accounts.
•Preparing venous reports as assigned.
•Generating reminder letters in case of payment delay (by means of fax, e-mail, letter etc.).
•Coordinating with Legal Department for the bad debts cases.

Supervising, reviewing and coordinating with different departments for administrational and logistical requirements and ensuring smooth running of the day-to-day affairs of the Section.
•Attending, finalizing and completing all tasks related to customers who have the User Facility (Account profile ID No.) related to Dubai region.
•Sending customer’s bills, changing P.O. Box and address, Cycle Billing Change, Giving copy of the bills, amount due and preparing invoices and credit notes of the Section.
•Following Payments, transferring of dues, reconnecting and disconnecting of accounts.
•Writing memos from our department to all sections in the region and to other regions.
•Replying to the customers’ complaints, inquiries and directing them to solve their problems.

Horizon Advertising, Amman - Jordan

•Maintaining filing system and database and preparing different types of letters, forms, and labels.
•Coordinating the “Media and PR” orders and communication, scheduling and arranging meetings as necessary.
•Translating documents from English to Arabic and vise versa.
•Handling the office maintenance and ensuring office consumables and stationery are ordered and kept up-to-date.
•Supervising and coordinating with different departments for administration and logistical requirements and ensuring smooth running of the day-to-day affairs of the company.

Public Security, License Dept., Amman - Jordan

•Carrying out administrative and secretarial tasks.
•Welcoming, dealing with and looking after customers who visit the department for their applications.
•Handling the office maintenance and ensuring all office consumables and stationery is ordered and kept up-to-date.
•Handling files, incoming and outgoing memos and letters by maintaining an orderly and systematically filing system.
•All other administrative office requirements as required by the Officer.

Awards:
•Excellent Grade at the Traffic Account Section in 1999 - Etisalat Dubai.
•Quality Circle member in the Revenue Accounts section - Etisalat Dubai.
•Distinction Grade in Quality Circle and Problem Solving Techniques Course.
•Four times member in the stocktaking committee in Etisalat Dubai.