Ahmed Samir Hassan Ali

General Info

Full Name
Ahmed Samir Hassan Ali
Gender
Male
Age
36 Y
Total Experience
12 Years
Nationality
Egypt
Current Living
Cairo, Egypt
Languages
Arabic, English

About me

Dear Hiring Manager,

With 12 years experiences providing customer services for several different companies, I am confident I will make an immediate contribution to your team.

I have demonstrated the ability to effectively handle situation or inquiries while working within the policy, procedures and standard process. You will find I am detail oriented and able to analyze, prioritize and resolve client requests or issues quickly and effectively. I possess excellent communication skills both oral and written.

I have remarkable interpersonal, organizational and time management skills. I am able t o support team goals along with finishing my assigned tasks which makes me a perfect fit for multitasking environment such as yours. Here are some of the skills and responsibilities I’ve held over the past 12 years:-

 Providing leadership, management and guidance to all Call Center staff.  Extensive experiences in customer care and in handling customer complaints.  Established work procedures and processes that support organizational and departmental standards, procedures and strategic initiatives.  Handled Key Accounts, Small and Middle Market types of Customers  Performed daily leadership to Customer Service Agents to meet customers’ expectation.  Conducted training for techniques in transitioning customers’ problem solving into sales opportunities.  Analytical and problem solving skills coupled with decision making ability.  Ability to motivate and lead teams from diverse cultural backgrounds.  Strong communication, listening & interpersonal skills.  Excellent oral and written communication skills in English and Arabic.  High sense of time managements.

Experience

Senior Level, Real Estate, 1 Year ( Mar 2016 - Continuing )

Functions

Administration, Apartments, Asset Management
Client Relations, CRM ( Customer Relationship Management ), Sales

 Lead generation and prepare Daily Lead Reports.  Closing deals with clients by establishing and developing relationships with them and recommends the best solutions based on their individual needs.  Running promotional campaigns to market products.  Developed database of qualified leads through referrals, telephone canvassing and cold calling and had convert them into profitable sales.  Attending all complaints and feedback of customers to develop the quality of customer services.  C

Senior Level, Real Estate, 6 Months ( Sep 2015 - Mar 2016 )

Functions

Apartments, Leasing, Property
Construction

 Assisting the General Manager at operational level in the planning and execution of all work related duties.
 Running promotional campaigns to market products.  Listening to customer requirements and presenting appropriately to make a sale.  Ensuring developing and maintaining relationships with all staff members.  Identifying staff training needs.  Communicating information to staff and supervisors in a professional manner.  Assisting customers with their questions, problems and

Manager, Telecommunications or Wireless, 3 Years ( Oct 2011 - Aug 2015 )

Functions

Customer Acquisition, Inbound Calling, Outbound Calling, Sales
Customer Acquisition, Outbound Calling, Sales

 Responsible for handling the VIP Qatar Account Portfolio.  Guide and direct customer service team towards achieving operational goals.  Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.  Ensure that customer complaints are resolved in a professional manner.  Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.  Hir

Senior Level, Telecommunications or Wireless, 5 Years ( Feb 2005 - Nov 2010 )

Functions

Business to Business, Business to Consumer, Inbound Calling
Bilingual Calling, Business to Consumer, English UK Accent, Inbound Calling

 Insured implementation of call center policies, operations and performance standards were understood and followed by agents and team leaders.  Performed statistical analysis for each individual agent providing coaching to insure adherence to statement of work.  Developed process efficiencies to improve quality, moving my team's performance from 90% to 96.25%.  Manage, process, and review timesheets, payroll, and daily attendance of Call Center employees.  Responsible for Annual Employe

Senior Level, Telecommunications or Wireless, 1 Year ( Jul 2003 - Feb 2005 )

Functions

Business to Consumer, Inbound Calling, Live Support Calling
Bilingual Calling, Business to Business, Business to Consumer, Live Support Calling, Sales

 In-charge of running and managing the daily activities of the call center.  Analyze statistical call center metrics and reports, identified areas to improve, implemented measures that improved service levels and achieved team objectives.  Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.  Handling RTM daily, weekly and monthly report for the team.  Identify opportunities to improve performance and customer service delivery

Contact Info

Documents

Resume / CV
.doc