Overview
Work history
Education
Languages
Timeline
Generic
Adham Abdelgayed

Adham Abdelgayed

Dubai,UAE

Overview

15
15
years of professional experience
4
4
years of post-secondary education

Work history

Client services manager

Louis Vuitton
Dubai
03.2023 - Current
  • Operational Excellence, Identifying, designing, implementing, and measuring programs to enhance operational performance, ensuring a safe and efficient work environment.
  • Driving sales results, Responsible of the digital online store sales target. Setting the team for success, and providing required tools to achieve required business goals.
  • Managing Inbound-Out bound client's requests from 6 Middle East countries through 4 channels. Calls, Emails, Live messages-chat, and emails.
  • Client Engagement Strategies, Developing and executing client development action plans across various brand engagement channels, analyzing client data to identify trends, and implementing strategic plans to enhance the client experience and value.
  • Team Leadership and Development, Leading and mentoring teams to drive operational excellence, fostering a culture of growth and accountability, and ensuring continuous improvement in service delivery.
  • Event Coordination, Leading the strategy and execution of exceptional in-store events in collaboration with store leadership teams to engage existing clients and attract new ones.
  • Client Recovery and Retention, Designing and implementing recovery plans for clients affected by changes such as client advisor turnover or store closures, ensuring revenue retention and continued client satisfaction.
  • Service Excellence, Handling Clients feedback NPS and set action plan according to the positive-Constructive feedback.


Specialist

Apple
Dubai
04.2017 - 03.2023
  • Drive results and create exceptional customers experience at Apple store. Using Apple steps of service empowered with strong ability to connect with clients, Utilizing Apple trainings and ecosystem knowledge to understand and identify clients needs, Addressing their concerns, Using all collected data to present and provide a customized complete solution. Either to build new clients relationship or repair a relationship with existing clients.
  • Apple Internal Business Expert Experience ( 6 Months ).
  • Presenting Apple solutions, Technology, and services to business clients.
  • Generate new leads and build networking, Connect over the phone and set in person meetings with business clients.
  • Collaborate with different departments in the company to share the business vision and insight and how to collaborate to drive the business results.
  • Manages ambiguity by staying aware and up to date with market needs, Trends and competitors around. Plan and align accordingly to shift or adjust the plans when required.
  • Apple Internal Brand Trainer Experience ( 6 Months ).
  • Conducting onboarding training sessions for new hires. Acting as consultant to the team with any challenges they would face.
  • Delivering coaching sessions and feedback to individual team members.
  • Connect with managers to share the team's training process and exchange feedback.


Service expert

Al Tayer Group
Dubai
03.2013 - 02.2017
  • Set a training strategies according to collected data and feedback from the customer satisfaction survey NPS, Managers, team members, and according to business focus.
  • Responsible of delivering service training such as. Phone etiquette, Email etiquette, and handling difficult attitude.
  • Set coaching and feedback sessions to the team.
  • Runs day to day operation duties such as. Opening-Closing the store, Handling cash flow, Scheduling and zoning the team. Leading the team in driving the results and services on the shop floor to achieve required goals.
  • Looking after NPS system ( Net Promoter Score ) To track clients feedback, Connect with clients for further understanding and to set action plan accordingly based on areas of development.
  • Handles all after sales complaints and takes required actions to maintain clients loyalty.
  • Connect with the brand manager to set the quarterly business training and services focus. As well to share the store's success and challenges.

Customer service representative

Jashanmal Group
Dubai
05.2012 - 02.2013

Customer service representative

land Mark Group
Dubai, UAE
09.2010 - 07.2011

Education

Bachelor's degree - languages and Translation

Mokattam university
Egypt
09.2004 - 06.2008

Languages

Arabic
Native
English
Fluent

Timeline

Client services manager

Louis Vuitton
03.2023 - Current

Specialist

Apple
04.2017 - 03.2023

Service expert

Al Tayer Group
03.2013 - 02.2017

Customer service representative

Jashanmal Group
05.2012 - 02.2013

Customer service representative

land Mark Group
09.2010 - 07.2011

Bachelor's degree - languages and Translation

Mokattam university
09.2004 - 06.2008

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Adham Abdelgayed