Ahmed Serag Azab - Mba Business Analytics-Financial Management Email & Phone Number

Canada

At Enghouse Interactive we strive to be the world’s most reliable contact center technology provider. Our technology transforms contact centers into a growth engine for businesses globally using any form of communication to empower customer experience teams to be more productive, leaving more time for proactive customer engagement. Businesses can leverage their contact centers to extract powerful insights captured from the voice of the customer, to increase customer retention, uncover product… Show more At Enghouse Interactive we strive to be the world’s most reliable contact center technology provider. Our technology transforms contact centers into a growth engine for businesses globally using any form of communication to empower customer experience teams to be more productive, leaving more time for proactive customer engagement. Businesses can leverage their contact centers to extract powerful insights captured from the voice of the customer, to increase customer retention, uncover product opportunities, help understand buyer personas and identify new revenue opportunities.Responsibilities including Cloud Contact Center solutions designing, presenting and selling, Service Providers Technical Account Managing and Supporting, Customer Success Managing and Sales Target Achieving• Act as point-of-contact for customers, advocating for their interests and giving voice to their feedback.• Review and assess customers' progress and offer recommendations based on results.• Ensure highest customer satisfaction and return on investment while enhancing customer experience.• Define business objectives for the customer and develop a strategic direction for success.• Proactively handle customers' concerns and prevent problems from being escalated or occurring in the future.• Act as the main liaison between the customer's different teams and Enghouse's internal departments, and serve as the first line of defense whenever potential problems arise. Show less

Ottawa, Canada Area

Developed business opportunities for Hosted Cloud Contact Center solutions. Responsibilities included Cloud Contact Center solutions designing and presenting and Service Providers Technical Account Managing and Supporting• Acted as the point-of-contact for customers, advocated for their interests and gave voice to their feedback.• Reviewed and assessed customers' progress and offered recommendations based on results.• Ensured highest customer satisfaction.• Proactively… Show more Developed business opportunities for Hosted Cloud Contact Center solutions. Responsibilities included Cloud Contact Center solutions designing and presenting and Service Providers Technical Account Managing and Supporting• Acted as the point-of-contact for customers, advocated for their interests and gave voice to their feedback.• Reviewed and assessed customers' progress and offered recommendations based on results.• Ensured highest customer satisfaction.• Proactively handled customers' concerns and prevented problems from being escalated.• Acted as the main liaison between the customer's different teams and Enghouse's internal departments, and served as the first line of defense whenever potential problems arise. Show less

Ottawa, Canada Area

• Developed business opportunities for both Hosted Cloud and On-Premise UC solutions. Responsibilities included Contact Center solutions designing and presenting, channel partner supporting and sales target achieving• Conducted regular channel partner seminars, roadshows, and customer lead generation events• Developed reports and proposals as part of sales presentation and presented and demoed the advanced applications to the clients (Automatic Call Distribution, Outbound, Workforce… Show more • Developed business opportunities for both Hosted Cloud and On-Premise UC solutions. Responsibilities included Contact Center solutions designing and presenting, channel partner supporting and sales target achieving• Conducted regular channel partner seminars, roadshows, and customer lead generation events• Developed reports and proposals as part of sales presentation and presented and demoed the advanced applications to the clients (Automatic Call Distribution, Outbound, Workforce Management, Interactive Voice Response and Call Recording)• Provided regular technical and sales trainings to channel partners in Canada and the North East of USA on the advanced applications and solutions• Assessed clients' needs and resources, identified their challenges and pain points and recommended the appropriate solutions or services• Promoted sales to existing clients, prepared sales quotes and increased Contact Center business revenue in Canada• Negotiated pricing and quotations with the clients• Provided pre-sale support, reviewed sophisticated configurations and responded to the RFPs• Provided input into product design where applications or services must be tailored to suit clients' needs• Conducted regular technical training sessions for the Sales Engineering team to keep them up to speed• Participated in all Quarterly Business Reviews (QBRs)• Wrote quarterly business review presentations, action registers, technical reports, project updates and prepared Statements of Work (SOWs)• Prepared a quarterly SWOT analysis, revenue trending and business planEnvironment: Siebel, ACD, WFM, WFS, IVR, SFDC, MS CRM, UC, RFP, RFI, RFQ, SOW, Pipeline, VMWare, MS Visio, PowerPoint, Excel, Word, OWA, Data Analysis, Technical Sales, Sales Engineering, Presales, Solution Design, Product Sales, Solution Sales, Channel Support, Business Development, Roadshows, Seminars, Technology Events, Team Training, Partner Training, Customer Training Show less

Ottawa, Ontario

• Developed volume business sales for wireless solutions. Responsibilities included identifying and analyzing client's needs, offering client-tailored solutions and achieving sales targets• Designed and presented tailored solutions to new clients, and built solid customer base with strong sales pipeline• Assessed clients' needs, identified their challenges and recommended the appropriate products or services • Qualified new sales opportunities and followed-up until closed the sales… Show more • Developed volume business sales for wireless solutions. Responsibilities included identifying and analyzing client's needs, offering client-tailored solutions and achieving sales targets• Designed and presented tailored solutions to new clients, and built solid customer base with strong sales pipeline• Assessed clients' needs, identified their challenges and recommended the appropriate products or services • Qualified new sales opportunities and followed-up until closed the sales cycle• Represented Canada's main seven wireless carriers and offered their products, services and solutions.Environment: RQ4, MS Outlook, Word, Excel, Technical Sales, Solution Design Show less

Ottawa, Canada Area

• Conducted Market studies and surveys for the new residential & commercial opportunities• Promoted sales to existing clients and built new customer base with solid sales pipeline• Identified and solicited potential clients• Developed, present and managed business plans and new business development strategies• Focused on increasing revenues, customer satisfaction and profit margins• Prepared technical and financial proposals for new opportunities and negotiated quotations… Show more • Conducted Market studies and surveys for the new residential & commercial opportunities• Promoted sales to existing clients and built new customer base with solid sales pipeline• Identified and solicited potential clients• Developed, present and managed business plans and new business development strategies• Focused on increasing revenues, customer satisfaction and profit margins• Prepared technical and financial proposals for new opportunities and negotiated quotations with the customers• Presented the security portfolio and solutions to new clients• Estimated costs of installing and maintaining equipment or service• Assessed clients' needs, identified their challenges and recommended the appropriate products and solutions• Consulted with clients after sale to resolve problems and to provide ongoing support• Resolved client scheduling and billing issues• Trained customers' staff in the operation and maintenance of security equipment• Supervised schedules of security projects installation till commissioning and final acceptanceEnvironment: MS Visio, Outlook, PowerPoint, Excel, LAN, Feasibility Study, Project Planning, Resources Management, Business Development, Risk Assessment, Technical Sales, Presales, Solution Design Show less

Egypt

• Developed business opportunities for networking and unified communications solutions for medium and enterprise markets. Responsibilities included Unified Communications solutions designing and presenting (Switching, Unified Communications, Wireless and Security), customer services managing, carrier services integration, partner account management and sales targets achieving• Planed, organized, directed, controlled and evaluated the activities and operations of the engineering team•… Show more • Developed business opportunities for networking and unified communications solutions for medium and enterprise markets. Responsibilities included Unified Communications solutions designing and presenting (Switching, Unified Communications, Wireless and Security), customer services managing, carrier services integration, partner account management and sales targets achieving• Planed, organized, directed, controlled and evaluated the activities and operations of the engineering team• Analyzed customer needs and pain points, and provided customer-tailored solutions and services• Consulted and negotiated with clients to prepare specifications, explain proposals and present engineering reports and findings• Resolved client scheduling and billing issues• Oversaw weekly project status reporting from all staff and contractors, prepared project reports, reviewed project budgets and time lines and allocated staff for maximum utilization on all active projects• Monitored the creation and preparation of RFP responses to private and public opportunities• Presented full product range and provided competitive solutions for strategic accounts• Provided input into product design where applications or services must be tailored to suit clients' needs• May participate directly in the design, development and inspection of technical proposals• Managed the hiring and accreditation of new partners and resellers, managed leads follow-up with partners and managed the financial and logistics processes with the distributors• Allocated technical support resources, resolved customer's problems and guaranteed high level customer satisfaction• Provided regular business training to the channel partners (Avaya Aura, Communication Manager and IP Office)• Responsible for revenue achievement analyzing and reporting• Participated in Quarterly Business Reviews (QBRs)Environment: Switching, Routing, UC, UM, Technical Sales, Sales Engineering, Solution Design, Channel Management Show less

Middle East And North Africa

• Managed the office operation and employees and developed business opportunities for networking and security solutions for enterprise business. Responsibilities included reporting to the Regional Director of Business Development, developing and executing new business plans, and developing, expanding and maintaining relationships with new and existing strategic customer accounts• Planned, directed and evaluated the activities of sales department and the development of sales process•… Show more • Managed the office operation and employees and developed business opportunities for networking and security solutions for enterprise business. Responsibilities included reporting to the Regional Director of Business Development, developing and executing new business plans, and developing, expanding and maintaining relationships with new and existing strategic customer accounts• Planned, directed and evaluated the activities of sales department and the development of sales process• Organized sales department unit and established procedures to meet objectives set by senior management• Managed technical and financial proposals for enterprise tenders and RFPs responses, negotiated pricing and quotations with the customers and provided customized business solution presentations to clients• Allocated technical support resources for problem resolution to clients within the target time• Managed the Channel Selling System, the hiring and accreditation of new enterprise partners and the financial and logistics processes among partners, distributors and clients• Focused on expanding business, profit margins, increasing revenue, growing the market share, and directly managing the main strategic accounts (MO Education, MO Defense and MO Information technology)• Managed the product marketing activities in the assigned territory• Performed product marketing analysis, competition analysis, client future requirements analysis and managed product enhancements plan with the R&D• Actively participated in the bidding process, business case preparation, feasibility study, project planning, implementation planning, budget control and solution design for the main enterprise projects.• Wrote quarterly business review presentations, action registers, technical reports and project updates• Participated in Quarterly Business Reviews (QBRs)• Evaluated the sales and pre-sales individuals performance Show less

Middle East And North Africa

• Drove Sales for Huawei Datacom products and solutions in the region• Managed the Channel Selling System, the hiring and accreditation of new enterprise partners and the financial and logistics processes among partners, distributors and clients• Partner Account management• Managed the product marketing activities in the assigned territory• Initiated market research studies and analyzed their findings, and assisted in product development• Performed product marketing analysis… Show more • Drove Sales for Huawei Datacom products and solutions in the region• Managed the Channel Selling System, the hiring and accreditation of new enterprise partners and the financial and logistics processes among partners, distributors and clients• Partner Account management• Managed the product marketing activities in the assigned territory• Initiated market research studies and analyzed their findings, and assisted in product development• Performed product marketing analysis, competition analysis, client future requirements analysis and managed product enhancements plan with the R&D• Conducted customer seminars and Marketing events• Managed the strategic named accounts• Reported weekly sales achievements, channel activities and client satisfaction feedbackActively participated in the bidding process, business case preparation, feasibility study, project planning, implementation planning, budget control and solution design for the main enterprise projects• Wrote quarterly business review presentations, action registers, technical reports, project updates, job descriptions and prepared Statements of Work (SOWs)• Increased the market share in both the education and security verticals Show less

Cairo, Egypt

• Supervised and provided technical support for the subscriber wireless network and resolved technical problems Responsibilities included wireless network implementation, installation, operation and maintenance• Emulated and reproduced technical problems encountered by users• Consulted user guides, technical manuals and other documents to research and implement solutions• Collected, organized and maintained a problems and solutions log for use by other technical support… Show more • Supervised and provided technical support for the subscriber wireless network and resolved technical problems Responsibilities included wireless network implementation, installation, operation and maintenance• Emulated and reproduced technical problems encountered by users• Consulted user guides, technical manuals and other documents to research and implement solutions• Collected, organized and maintained a problems and solutions log for use by other technical support analysts• Performed software upgrades and managed aspects of the performance of the IP network (administration, maintenance and troubleshooting)• Provided advice and training to users in response to identified difficulties• Supervised other technical support workers in the group, assigned tasks and reviewed performances• Reported daily and weekly achievements and problem resolution to senior managementEnvironment: Swing, DECT, Microwave, DSL, Access, LAN, MS Outlook, Word, Excel, PowerPoint Show less

Giza - Egypt

Co-op Placement PracticumIP networks design and deployment

Giza - Egypt

Co-op Placement PracticumIT administration and technical support

Maadi - Egypt

Co-op Placement PracticumFiber Optics & Copper Cable Department

Sprott School Of Business, Masters Of Business Administration (M.B.A), Financial Management And Business Analytics, A+ (Gpa: 10.87/12)

Activities and Societies: Beta Gamma Sigma International Business Honor Award - Statistics for Managers : A+ - Data Science/Analytics: A+.

Project Management, Project Budgeting, Financial Control, Project Planning, Bids & Contracts, Feasibility Studies., A

Activities and Societies: - Project Budgeting & Financial Control - Management Of Project Resources - Project Planning & Control.

Bachelor’S Degree, Electronics And Electrical Communications, Honors Graduate

- Graduation Project: Realization of an FPGA-based two-dimensional discrete cosine transform for MPEG-2 video compression using Altera.

General Certificate Of Secondary Education, English, French, Physics, Mathimatics, ...Etc, 95.8%

- A graduate of the Cooperative Education Program. - Final Score: 95.8%. - The Egyptian Ministry of Education Award for Academic.