Ahmed Hesham
Abu Dhabi,United Arab Emirates
Summary
Dynamic professional with a robust skill set encompassing excellent written and oral communication, problem-solving expertise, and high emotional intelligence. Demonstrates exceptional customer service skills, teamwork and collaboration, and the ability to manage multiple tasks efficiently. Proven track record in organizational leadership, account and team management, as well as team training and development. Adept at providing superior customer support communication while maintaining patience and resilience in challenging situations. Career goal includes leveraging these competencies to drive organizational success and foster a collaborative work environment.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Sales supervisor
Gulf Industrial Gases Company
Abu Dhabi, UAE
11.2024 - Current
- Carry out day-to-day duties accurately and efficiently.
- Respond to client enquiries, providing accurate quotations and sample prints.
- Successfully deliver on tasks within tight deadlines.
- Use Microsoft Word and other software tools to create documents and clear communications.
- Respond to emails timely facilitating prompt correspondence.
- Answer general enquiries via telephone and emails.
- Administer multiple Microsoft Dynamics 365 environments and Companies portals.
Team Leader
Vodafone
Egypt
12.2019 - Current
- Managing the day-to-day activities of the team
- Developing and implementing a timeline to achieve targets
- Delegating tasks to team members, supporting team and performing management duties
- Providing quality customer service including interacting with customers
- Set performance expectations for the team, monitoring progress towards goals and Providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Customer Service Specialist
MLS Oman & UAE (Masqat Live Stock)
Remote
04.2024 - 10.2024
- Responding to Inquiries: Addressing customer inquiries via various communication channels such as phone, email, live chat, or social media.
- Problem Solving: Identifying and resolving customer issues, complaints, or challenges in a timely and efficient manner. Offering appropriate solutions to meet customer needs.
- Order Processing: Assisting customers with placing orders, processing payments, and ensuring accurate order fulfillment.
- Account Management: Managing customer accounts, updating information, and assisting with account-related tasks such as billing inquiries and subscription changes.
- Customer Feedback: Collecting and documenting customer feedback, suggestions, and insights to help improve products, services, and overall customer experience.
- Communication: Communicating effectively and professionally with customers, colleagues, and other departments to ensure a seamless customer experience.
- Technical Support: Providing technical assistance and troubleshooting for products or services, guiding customers through setup, usage, or problem resolution.
Sales & Customer Service Representative
Vodafone
Egypt
12.2015 - 11.2019
- Selling Vodafone Products for Clients as well opening new accounts, visiting potential clients, working under budgeting target, solving customer's issues, preparing daily and weekly reports showing actual performance and sending it to the Sales Manager & Supervisors
Sales Representative
Reebok
Egypt
10.2015 - 11.2015
- Selling Reebok Products for Clients, working under budgeting target, solving customer's issues, preparing daily and weekly reports showing actual performance and sending it to the Sales Manager & Supervisors
Education
Bachelor of English Commerce - Accounting
PORT-SAID UNIVERSITY
Port Said, Egypt 09.2011 - 06.2015
Skills
- Excellent written and oral communication
- Problem solving expertise
- Patience and resilience
- Adaptability and High emotional intelligence
- Exceptional customer service skills
- Teamwork and collaboration
- Multitasking and time management
- Excellent interpersonal skills
- Organizational leadership skills
- Account and team management
- Customer support communication
- Team training and development
Accomplishments
- Top 10 Agents (03/2017-03/2018)
- Sixth Agent of Canal Area In KPIs
- Role Model (12/2015-01/2020)
- Role Model Of Team Spirit
Languages
Arabic
Native
English
Upper intermediate (B2)
References
References available upon request.
Timeline
Sales supervisor
Gulf Industrial Gases Company
11.2024 - Current
Customer Service Specialist
MLS Oman & UAE (Masqat Live Stock)
04.2024 - 10.2024
Team Leader
Vodafone
12.2019 - Current
Sales & Customer Service Representative
Vodafone
12.2015 - 11.2019
Sales Representative
Reebok
10.2015 - 11.2015
Bachelor of English Commerce - Accounting
PORT-SAID UNIVERSITY
09.2011 - 06.2015
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