Experience

WUZZUF

• Egypt
• Staffing and Recruiting
• 100 - 200 Employee

• Head Of Sales | Account Management - WUZZUF

  • Jul 2020 - Present

  - Improve customer experience, create engaged customers and facilitate organic growth- Achieve growth and hit sales targets by successfully managing the Account Management team- Design and implement a strategic business plan that expands the company’s customer base and ensures it’s strong presence- Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs- Take ownership of customers issues and follow problems through to resolution- Develop service procedures, policies, and standards- Manage mentoring and developing Account Managers and nurture an environment where they can excel through encouragement and empowerment- Own objectives setting, coaching and performance monitoring of AOM’s- Keep ahead of industry’s developments and apply best practices to areas of improvement- Identify market shifts while being fully aware of new products and competition status- Maintain an orderly workflow according to priorities- Present sales, revenue, and expenses reports, realistic forecasts, analyze statistics and compile accurate reports to management- Control resources and utilize assets to achieve qualitative and quantitative targets

• Customer Success Lead

  • Dec 2016 - Jul 2020

  • Ensuring clients are getting their desired outcome.• Provide day-to-day leadership for the Account Management team of 10, making sure each team member is achieving their daily, weekly, and monthly goals and targets.• Coaching and conducting one on one and performance appraisals.• Work with cross-functional teams (marketing, recruitment, product) around customer success initiatives.• Serve as escalation point for customer issues and act as the first point of contact to help team members win challenging deals.• Manage top tier of key accounts, ensuring revenue growth and client satisfaction.• Identify improvement areas that impact the customer experience and overall satisfaction.• Produce monthly and quarterly team reporting as required.• Achieve monthly team target.• Maintaining team adherence to set of processes developed by Quality and Sales/Operations manager.• Participate in developing sales business plans along with the Sales Manager.• Develop success plans for customers that outline their critical success factors• Ensure that the customer will derive maximum value from their investment in WUZZUF• Manage team NPS score for best outcome• Manage team Sales and Customer Service KPIs.

• Senior Account Manager - Team Lead

  • Jan 2016 - Jan 2017

  • Leading a team of 4 to achieve required targets, reporting to Customer Success Manager.• Building industry knowledge through communication and research.• Arranging and participating in face to face meetings with the customer.• Ensuring that customer requests are responded to in an accurate and timely manner.• Working with production support to ensure that future demands can be accommodated.• Help the business meet sales and revenue goals.

• Senior Account Manager

  • Feb 2015 - Jan 2016

  • Building long term relationships with existing, as well as, new clients.• Building industry knowledge through communication and research.• Arranging and participating in face to face meetings with the customer.• Ensuring that customer requests are responded to in an accurate and timely manner.• Working with production support to ensure that future demands can be accommodated.• Help the business meet sales and revenue goals.• Ensure that information posted on website is up to date, accurate and monitored.• Assist in the production of external communications.• Negotiation and planning for short and long term subscriptions.• Develop creative solutions for existing clients, as well as pursue new clientele opportunities.• Building partnerships, earning trust, managing pipeline, prospecting, networking, negotiating contract terms, and enhancing brand awareness.• Identifying and developing new and existing accounts.• Conduct reviews on accounts on regular basis to evaluate clients’ demands and usage of account.• Responds to all inquiries, cancellation requests, and sales requests within specified time frame.• Develop and maintain a well-coordinated internal relationship with key decision makers within the organization.• Building market position by locating, developing, defining, negotiating, and closing business relationships.• Locating and proposing potential business deals by contacting potential partners; discovering and exploring opportunities.• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.•Produce and monitor accurate and clear forecasting.



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Direct Support Professional

  • Aug 2012 - Feb 2015

  *Provide Continuous technical support via telephone and other electronic mediums for a limited product category.*Employ a high level of interpersonal and communication skills to move beyond customer's frustrations and solve customer's problem.*Identify the level of technical knowledge of the customer and adjust technical communications to solve customer's problem.*Deliver technical assistance relying on instruction and pre-established guidelines.*Achieve and maintain to a performance standard. Including but not limited to; average handle time, call quality and customer satisfaction.*Log all incoming calls and accurately complete case notes in the call tracking database.* Search and retrieve data from various databases.* Participate in training activities to maintain technical currency, and to broaden product knowledge .*Extend contact to promote and sell products or services as required by assigned queue.



Nile Takaful

• Sales Representative

  • Jan 2012 - Aug 2012

  *Services existing accounts, obtains orders, and establishes new accounts byplanning and organizing daily work schedule to call on existing or potential salesoutlets and other trade factors.Focuses sales efforts by studying existing and potential volume of dealers.Keeps management informed by submitting different activity and results reports. *Services existing accounts, obtains orders, and establishes new accounts byplanning and organizing daily work schedule to call on existing or potential salesoutlets and other trade factors.Focuses sales efforts by studying existing and potential volume of dealers.Keeps management informed by submitting different activity and results reports.