Ahmed Ashraf Email & Phone Number

Cairo, Egypt

- Monitoring metrics and dashboards that contain data about customers' daily activitiesin the app by utilizing these data to further assist with decision making.- Plan, design, and translate high-level requirements into smaller chunks of tasks / epicstories ready to be discussed and implemented by the tech team.- Performing R&D after doing market research about other competitors or industries.- Owning all sprints in terms of sprint duration, ticket priorities, epics creation,acceptance criteria, requirements document as well as any missing data or info that isblocking the sprint at any stage as well as retrospective meetings at the end of a sprint

Egypt

• Prioritizes and sequences the Backlog according to business value, cost of feature & the risks it imposes to the product with the product owner.· Conveys the Vision and Goals at the beginning of every Release and Sprint.· Writes user stories which are the Agile requirements, explain them to the team.· Does business analysis role in the light of the digital channels scope with the digital analytic team.· Work with internal and external customers to analyze the needs and align product roadmap to strategic goals.· Collaborate with stakeholders during the visioning and concept development of a product. . Accountable for the end to end cycle to product delivery after development, along all its stages, Planning , Execution , Reporting and Delivery• Responsible to plan for UAT in terms of the knowledge preparation with project stakeholders in the briefing phase• Make the proper training to the project support team who will be supporting UAT from other customer care departments• Develop the required UAT scenarios that must cover all use cases scenarios in alignment with commercial product owner, Communication & Channel Management project SPOCs• Execute all the project UAT scenarios within the planned time frame with project manager• Report and analyze the UAT issue to the concerned parties and conduct the UAT status forms with concerned stakeholders • Conduct the post production after the Go live and follow up on the leftovers if any.• Ensure that all UAT transactions are complained with the compliance and anti-fraud Roles and regulations

Egypt

• Handle all CEO& EXCO complaints with the proper feedback, follow up and resolution in the CEO format.• Review signed exclusive contracts & attached business cases, calculate the discount percentages according to the contract conditions then implement these discounts on all the related sub accounts.• Execute and investigate all waive cases either day to day ones or business cases with the requested approvals and ensure that preventive actions are in place for each case to avoid non-repetition.• Handling all of corporate complaints received through the service requests by contacting all the complaining customers, investigate their cases to solve their problems with the maximum satisfaction and according to the complaint type service level.• Ensuring the root cause resolutions are done for any complaint to avoid complaints’ repetition.• Generate daily reports which demonstrate the daily achieved work to be sent to Management Team.• Generate monthly reports for unsolved & repeated complaints with recommendations how to decrease them.• Sending monthly report to NTRA Team with the Top Reasons and the SLA Commitment.• Handling all of corporate complaints received through the website and according to the complaint type service level.

• Responsible of SME and SOHO account management and delivery of profitable, long term business of those accounts to Vodafone.• Ensure a consistent high standard customer experience by managing SMECM segment Contact Center aiming to raise the quality level of operational handling.• Manage the customer experience of all SME /SOHO customers (40 K Account) which represent 80 % of total enterprise customer base.• Responsible for CCT and NPS results for SME /SOHO to meet company targets.• Delivering outstanding customer service level compared to competitor practice, through understanding the value and the needs of customers.• Solve Enterprise authorized persons' problems & complaints with a high level of customer service quality that would exceed customer expectations and fully impacting their retention.

Egypt

• Supporting and providing superior services via phones, e-mails and faxes as a receiver, caller, and follow-up directly on customer’s inquiries and complaints not fulfilled or resolved on queue ensuring full customer satisfaction. • Answering inbound calls and responding promptly to customer requests to ensure customer satisfaction. • Providing quality, efficient and non-judgmental telephone customer service to internal and external customers.• Maintaining the agreed on average handling time as defined by Contact Center Management guidelines to ensure ease of accessibility and maintain the agreed on SLA.• Using questioning, trouble-shooting, and listening skills that support effective telephone communication and help in solving the customer problems & complaints to ensure achieving the FCR target.

• Managing & supervising direct sales dept., Service Center Dept. & Spare Parts dept. to ensure achieving targets set by corporate management. • Working towards reducing customer complaints & reducing receivables.• Daily attending and solving customer complaints.• Coordinating all purchases and purchasing procedures for ice makers and coffee machines.• Aware of the equipment's technical aspects.• Familiar with reading manuals.• Performing market studies (prices), market trends, Competitors and market share achieved in • Assigned sales targets for increasing the market share & analyzing market demand.• Responsible for high morale and motivation of the sales Force.• Providing efficient, courteous and timely services to all customer requests and inquiries.

• Responsible of A.C units’ sales and installation.• After Sales service.• Following up on customers.• Managing a team of technicians for installation and maintenance• Negotiating prices and payment schedules with clients.• Following up the processing of sales procedures and preparation of sales contacts in accordance with agreed item.• Generating new business (New Clients), Manage day-to-day sales activities• Developing annual sales/business plan Set sales staff monthly and annual objectives• Supporting Accounting dept. in case of lake in collection.• Developing the department as well as increasing company market share.

Licentiate Degree, Law, Fair

High School Degree, High School