Ahmad EL-Masry
Operations Project Manager at Microwize Technology, Inc.- Claim this Profile
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Arabic Native or bilingual proficiency
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English Native or bilingual proficiency
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Italian Elementary proficiency
Topline Score
Bio
Credentials
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Wa7a for Social Life Skills
Al-Hayah CenterApr, 2019- Sep, 2024 -
Human Development
Egyptian-Canadian CenterDec, 2018- Sep, 2024 -
Training of Trainers
Egyptian-Canadian CenterDec, 2018- Sep, 2024 -
Disability Equality Training
Helm FoundationNov, 2018- Sep, 2024 -
Organizational Development
HIRED InternationalMar, 2018- Sep, 2024 -
Training Needs Analysis & Evaluating Training
Skills BankOct, 2017- Sep, 2024 -
Managing the Training function
Alex KrekorJun, 2016- Sep, 2024 -
Finance for Non-financial Managers
hpa | Highly Professional AdvisorsMay, 2016- Sep, 2024 -
Six Sigma Yellow Belt
The American University in CairoOct, 2015- Sep, 2024 -
NLP - Neuro-Linguistic Programming Practitioner
Lucid trainingSep, 2015- Sep, 2024 -
COPC Awareness
Centro Global SolutionsSep, 2014- Sep, 2024 -
Project Management Professional (PMP)
PM HouseJul, 2012- Sep, 2024 -
Oracle Database Developing
NAT CoursesJul, 2008- Sep, 2024 -
Human Relations Development
Dale Carnegie TrainingJun, 2006- Sep, 2024
Experience
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Microwize Technology, Inc.
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Operations Project Manager
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Jan 2022 - Present
• As a project manager, developed and maintained project plans, and timeline for design, development, deployment and support of assigned projects,ensuring on-time completion & delivery.• Monitored and improved service level agreement metrics, resulting in an average of 90% customer satisfaction ratings across all projects.• Implemented operational objectives and strategies to prioritize efficiency, reduce cost of products sold, and improve lead processing time.
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Trainer / Onboarding & Enrollments Coordinator
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Mar 2020 - Dec 2021
• Train new clients on purchased software & provide Software support.• Facilitate different clients’ requests such as enrollment, training, customization, report and others.• Design & deliver training programs to internal employees.
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Data Analysis & Reporting Supervisor
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Mar 2018 - Jan 2019
• Evaluated consistency and importance of different business intelligence data against needs to determine optimal courses of action. • Synthesized current business intelligence data to produce reports and polished presentations highlighting findings and recommending changes. • Filtered data by reviewing computer reports, printouts and performance indicators and developed recurring or one-time reports for management. • Maintained databases, spreadsheets and other tools used in data analysis & Trained others on how to use and create reports. Show less
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Centro Global Solutions
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Nigeria
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Research Services
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Training and Quality Supervisor
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Aug 2017 - Mar 2018
• Assessed skill gaps for employees in various departments and developed training courses to meet identified needs.• Defined and articulated learning outcomes, including measurements, performance metrics and changes to improve employees' learning.• Monitored and maintained high level of on-time delivery reliability service and performance.• Provide guidance and direction to trainers, through monitoring, evaluating and improving performance to maintain a high key personnel anddevelopment programs. Show less
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Learning & Development Sr. Specialist / Soft Skills Trainer
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Dec 2015 - Aug 2017
• Conducted periodical training & development need analysis based on organizational and individual development needs.• Provided developmental workshops across all company's global sites, such as; Soft-skills, Training of Trainer, Coaching & Leadership trainings.• Trained +1500 new comers on Interpersonal & Sales skills.
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Project Implementation Specialist / Quality Management System Specialist
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Dec 2014 - Nov 2015
• Determined and defined project scope and objectives & Anticipated needed resources to reach objectives and manage resources in an effective andefficient manner.• Developed detailed project plans, ensure resource availability and allocation and deliver projects on time within budget and scope accompanied withproject updates on consistent basis to various stakeholders• Participated in ISO-9001 certificate acquisition by conducting quality audits & assessment, identifying process gaps, documentations updates,recommend improvement proposals and implementation of new processes. Show less
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Quality Control Team Leader
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Jul 2013 - Nov 2014
o Conduct Quality Management trainings and coaching sessions through suggesting and conducting periodical trainings to interested parties to ensure continuous improvement of employees’ qualityo Responsible for developing and implementing quality control procedures, systems and guidelines through providing most effective and efficient means for handling phone calls to ensure achieving the stated goals with high quality serviceo Motivating staff to achieve performance targets through creating a fair and healthy workplace, developing employees in every contact point, and ensure they are following the required structure for the calls that ensures high quality performance and achieving the optimum performanceo Create departmental related reports on Periodical basis through tracking, measuring, monitoring department performance to provide performance tracking and take decision on improvement opportunitieso Coach, develop, monitor and follow up on team members performance for improving productivity and skills competencies to ensure people development and high performanceo Plan and monitors all aspects of Quality Monitoring team activities through designing and implementing periodical plan and procedures to ensure meeting quality standards and continuous improvement of Operations performanceo Manages quality monitoring, quality audits and Management System Reviews through holding several check points (Calibration, Orientation Sessions..etc) to ensure consistency, continuous improvement of Operations performance and customer satisfaction.o Manages the implementation of Continuous Improvement projects through data analysis to ensure consistency, continuous improvement of Operations performance and customer satisfactiono Coach, develop, monitor and follow up on team members performance for improving productivity and skills competencies to ensure people development and high performanceo Create departmental related reports on Periodical basis. Show less
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Quality & Business Coach
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Mar 2013 - Jun 2013
o Measures employees and process performance via recorded monitoring Calls and verification of accuracy, measuring for effectiveness, providing feedback and coaching sessions to ensure compliance with quality standardso Suggest and selects employees needs coaching, training and development to enhance or correct the behaviors that leads to excellent customer serviceo Accomplish department KPIs through achieving individual KPIs and assigned tasks to ensure high performanceo Create and analyze agents related reports Show less
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Tele-Marketer
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Oct 2012 - Feb 2013
o Communicate effectively all customers’ inquires, complains, or sales on the telephone through following contact center procedures and quality standards to ensure customer satisfactions and delivery of serviceo Build a customer relationship/partnership through gaining customer trust to add value to the customer and ensure leading to a long term profitable relationship.o Maintain high performance through accomplishing assigned targets and Quality guidelines on the due dates to ensure achieving performance Show less
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Expedia Travel Agency Sales Advisor
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Jan 2012 - Sep 2012
o Assist clients in finding travel package deals matching their needs. o Book domestic and international reservations for air travel, hotel and car rentals. o Secure new client sales and retention through customer service provided. o Provide alternatives for customer travel. o Answer calls and provide the required information by resolving queries. This task is performed by following standards of the company and maintaining premium quality of services. o Coordinate with the clients, try to know their concerns by avoiding any interruption in conversation, etc. o Facilitate sales of all products and services according to the client's needs. o Address all complaints of the customers and make sure that they are resolved in time and within the given guidelines. o Perform troubleshooting when required. o Assist and guide customers with all the required knowledge of the services and goods. o Analyze the client's requirement through phone calls and recommend products, plans or services that match their needs. o Ensure premium level of client satisfaction in one phone call. Show less
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International Account Advisor
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Jul 2011 - Dec 2011
o Confer with customers by telephone to provide information about products or services, take or enter orders, or obtain details of complaints. o Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. o Ensuring required changes were made to resolve customers' problems. o Determine charges for services requested, collect deposits or payments, or arrange for billing. o Refer unresolved customer grievances to designated departments for further investigation. o Obtain and examine all relevant information to assess validity of complaints and to determine possible causes. o Solicits sale of new or additional utility services. o Review insurance policy terms to determine whether a particular loss is covered by insurance. o Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, or adjusting bills. Show less
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Account Manager
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Jan 2010 - Dec 2010
o Communicating with clients prior to their end of contract and recording all correspondences. o Maintaining the relationship with the current clients. o Booking & closing yearly contracts with clients. o Pre-sales & post-sales activities. o Support staff in assigned projects o Providing requested quotations & technical information. o Handling sales phone calls and e-mails o Communicating with clients prior to their end of contract and recording all correspondences. o Maintaining the relationship with the current clients. o Booking & closing yearly contracts with clients. o Pre-sales & post-sales activities. o Support staff in assigned projects o Providing requested quotations & technical information. o Handling sales phone calls and e-mails
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Sales & Marketing Assistant
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Sep 2008 - Dec 2009
o Assisting with the copy writing of marketing materials o Developing and implementing ideas for the marketing and sales of our Perfumes and Flavors. o Utilizing social networking opportunities to facilitate sales and increase brand awareness o Assisting with promotional events o Supporting the Sales Manager and the Marketing Manager in their work aspects & duties. o Administrative & Financial duties & logistics. o Flavors & Perfumes recognition & selection. o Maintain manual & electronic filing systems. Show less
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Customer Service Representative
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Feb 2007 - Apr 2008
o Confer with customers by telephone to provide information about products or services, take or enter orders, or obtain details of complaints. o Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. o Ensuring required changes were made to resolve customers' problems. o Determine charges for services requested, collect deposits or payments, or arrange for billing. o Refer unresolved customer grievances to designated departments for further investigation. o Obtain and examine all relevant information to assess validity of complaints and to determine possible causes. Show less
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ITWorx
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Egypt
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Software Development
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700 & Above Employee
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Technical Writer {Part-Time}
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Jan 2007 - Jun 2007
o Organize material and complete writing assignment according to set standards regarding order, clarity, conciseness, style, and terminology. o Maintain records and files of work and revisions. o Edit, standardize, or make changes to material prepared by other writers or establishment personnel. o Review published materials and recommend revisions or changes in scope, format, content, and methods of reproduction and binding. o Arrange for typing, duplication, and distribution of material. o learning how to use a sophisticated documentation tool or content management system o Migrating the data from a website to a Content Management System application. “Adding, Editing & Reviewing” o formatting preexisting documents to conform with a company style guide o streamlining the existing documents for usability Show less
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Mobinil
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Egypt
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Telecommunications
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1 - 100 Employee
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Customer Service Representative {Temporary Project}
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Sep 2006 - Feb 2007
o Confer with customers by telephone to provide information about products or services, take or enter orders, or obtain details of complaints. o Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. o Ensuring required changes were made to resolve customers' problems. o Determine charges for services requested, collect deposits or payments, or arrange for billing. o Refer unresolved customer grievances to designated departments for further investigation. o Obtain and examine all relevant information to assess validity of complaints and to determine possible causes. Show less
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Education
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2001 - 2005
Zagazig University
B.Sc Commerce, Accounting - English Section
Community
