Adham Darwish

• Checking the Quality for multiple websites and mobile apps, for the Middle East markets & Egypt
• Checks the overall health and function of the websites and its efficiency
• Flags and raise any issues and bugs to the Content
• Authors and Project Manager
• Checks the EN and AR content for consistency and accuracy of information
• Provide final check and sign off of project delivery
• Assist on the global QA maintenance verification
• Communicate and coordinate with the global service desk in terms of reporting and escalation of tickets across multiple brand websites
• Making sure that the time set (deadline) for a task assigned will be completed
• Assisting other teams with Arabic & English copy writing
• Proofing and editing copies and content for EDMs and SMS campaigns

Selected Accomplishments:

• Expanding from one website to 11 different
• Websites in different markets with different languages
• Certified CMS Author & Author plus
• Delegated to be project manager for 4 different clients.

• Manage customer queries for technical support and account management, for “Apple” products and services in the MEA region
• Escalating tickets to Apple global teams for further investigation
• Preparing presentations for freshmen to the call center so they can know more about the products and kind of issues we handle
• Selected Accomplishments:
• Over achieving the customer satisfaction targets by reaching 100% score for 8 months
• Developed training materials and support process maps for top call drivers, resulting in a significant improvement of performance to newcomers and out of target agents
• Delivered coaching and training sessions to new comers and out of target agents to improve their technical skills, product knowledge and call control techniques.

• Managed Enterprise fixed services for DU UAE account
• Handling Technical support and billing issues for DU
• Enterprise customers
• Selected Accomplishments: 10 months top achiever across the account
• Acting as quality coach and floor support

• Sales and marketing ambassador, Advanced through a series of internal moves within the organization, and got promoted to a senior level
• Started as a sales ambassador for Intel in Alexandria, delivering training to points of sale for Intel products
• Promoted to Sales supervisor in Alexandria and later across Egypt
• Training small format retailers (129 stores) and large format retailers (18) how to sell intel inside products (B2B and B2C)
• Analyzing reports from small retailers on which intel inside products were sold and questioned about
• Reporting to the Marketing manager in Cairo with all analysis, as well as giving presentations to top management how the business is going for the Small format retailers.