Ahmed El-Laban Email and Phone Number
Ahmed El-Laban work email
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Ahmed El-Laban personal email
With over six years of experience in customer support and operations management, I am dedicated to driving efficiency and fostering excellence within dynamic teams. As a Customer Support and Operations Manager at Shosh Arabia, I lead and inspire teams across customer support, logistics, social media, and inventory. My focus on streamlining operations and implementing process improvements has consistently resulted in increased productivity and cost savings. By overseeing inventory management and monitoring KPIs, I ensure our resources are optimized to meet customer demands while minimizing costs.Previously, as a Partner Support Manager at Boostiny (powered by ArabyAds), I excelled in managing complex client relationships and delivering exceptional service. I built benchmarks, navigated challenges, and provided targeted training, all while collaborating with BI and product teams to enhance the business platform and validate client payouts.My journey began as a Customer Service Manager at Nobaj (also powered by ArabyAds), where I established impactful policies and set measurable goals to drive customer satisfaction. Effective communication and feedback channels were pivotal in refining our products and planning.Earlier roles at Amazon UAE allowed me to hone my customer service and resolution management skills. As a Resolution Specialist, I focused on performance optimization and team growth through training and mentoring. My initial role as a Customer Service Agent involved providing exceptional support and information, setting the stage for my commitment to customer-centric solutions.With a proven track record in improving operations, motivating teams, and enhancing customer experiences, I am passionate about leveraging my skills to drive positive outcomes and foster a collaborative, results-driven work environment. Let's connect to explore how I can contribute to your team's success!
Shosh Arabia
View- Website:
- shosharabia.com
- Employees:
- 20
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Customer Support ManagerShosh ArabiaCairo, Cairo Governorate, Eg
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Customer Support And Operations ManagerShosh Arabia Aug 2023 - PresentCairo, Egypt- Manage and motivate teams of 20 customer support, logistics, social media, and inventory specialists; driving efficient collaboration and achieving departmental goals.- Streamline operations by implementing process improvements, increasing productivity, and reducing costs.- Oversee inventory management, ensuring optimal stock levels to meet customer demand while minimizing carrying costs.- Monitor KPIs across all departments, identifying areas for improvement and implementing data-driven solutions.- Cultivate a positive and results-oriented work environment, fostering open communication and employee development
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Customer Support ManagerBoostiny Jul 2022 - Jul 2023Cairo, Egypt- Employed comprehensive benchmarks to establish and monitor customer service standards.- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.- Conducted training and mentored team members to promote productivity and commitment to friendly service.- Handled complex and sensitive client relations and quality control issues to minimize negative impact on business direction.- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.- Monitored employee performance to identify areas for improvement and additional training needs -
Customer Support ManagerArabyads Aug 2020 - Jul 2022Cairo, Egypt- Employed comprehensive benchmarks to establish and monitor customer service standards.- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.- Conducted training and mentored team members to promote productivity and commitment to friendly service.- Handled complex and sensitive client relations and quality control issues to minimize negative impact on business direction.- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.- Monitored employee performance to identify areas for improvement and additional training needs -
Customer Service ManagerArabyads Sep 2019 - Aug 2020Egypt- Analyzed product information to verify accuracy and drive corrective actions to closure.- Conducted training and mentored team members to promote productivity and commitment to friendly service.- Created effective customer service procedures, policies, and standards in order to gain customer loyalty and achieve satisfaction- Developed customer satisfaction goals with the coordination of the stakeholders to meet it customer expectations- Supervised day-to-day operations in the customer service department- Followed on the order confirmation process, and shipping process, and followed up with the customers- Created a channel to collect the customers’ feedback in order to report the market needs to the marketing and product management department for improving the current products and planning the upcoming ones- Maintained accurate records and documents of all customer service activities and discussions- Communicated with the upper management and project owners regarding the last updates and challenges to discuss the action plan from financial perspective
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Resolution SpecialistAmazon Uae Nov 2018 - Sep 2019Egypt- Supported the new CS agents in both calls and e-mail departments by providing technical and product information- Monitored the performance of every agent closely and apply the quality processes in order to report the feedback to the CS Manager- Aligned action plans with Teams Managers for every individual and training sessions for the teams to improve the performance of the representatives - Conducted training and mentored team members to promote productivity and commitment to friendly service.- Handled escalated requests for any challenging complaints and apply exceptional measures to solve customer complain -
Customer Service AssociateAmazon May 2018 - Nov 2018- Responded to customer calls and emails to answer questions about products and services.- Offered advice and assistance to customers, paying attention to special needs or wants.- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.- Informed customers about special promotions and provided detailed information for various products.
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Administration ManagerQuad Marketing Solutions May 2017 - Jan 2018- Supervising day-to-day operations of the administrative department and staff members, hiring, training, and evaluating employees, taking corrective action when necessary.- Developing, reviewing, and improving administrative systems, policies, and procedures, ensuring office is stocked with necessary supplies and all equipment is working and properly maintained.- Working with accounting and management team to set budgets, monitor spending, and processing payroll and other expenses.- Planning, scheduling, and promoting office events, including meetings, conferences, interviews, orientations, and training sessions and collecting, organizing, and storing information using computers and filing systems.
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Customer Service RepresentativeVodafone Nov 2013 - Apr 2014Maadi, Cairo Governorate, Egypt- Answering massive number of Inbound calls to provide the customers with information for their inquiries, and update their data as per their preferences along with maintaining the company’s policy - Acknowledging and resolving the customer complaints - Maintaining a positive professional attitude, and handling the customer frustration- Communicating with the customer via various channels as per their preferences (Calls, E-mails, SMS… etc)- Stay updated with product knowledge in order to provide the customers with accurate data which helps them with building trust and maintain loyalty to the company- Communicating and coordinating with the other internal departments and partners in order to solve the challenges that customers are facing and achieve the maximum satisfaction - Keeping records of customer interactions and call history in order to assist the colleagues in CS and other departments to track the actions and proceed with the next steps to assist the customer -
Public Relations SpecialistAida Marketing And Consulting Aug 2012 - Oct 2012Maadi, Cairo Governorate, EgyptProject contract - Responsible about inviting third parties to sponsor an event organised by our company by checking the potential sponsorship companies, setting appointments, explaining the packages, and confirm the deals in order to be signed
Ahmed El-Laban Skills
Ahmed El-Laban Education Details
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Supply Chain Management
Frequently Asked Questions about Ahmed El-Laban
What company does Ahmed El-Laban work for?
Ahmed El-Laban works for Shosh Arabia
What is Ahmed El-Laban's role at the current company?
Ahmed El-Laban's current role is Customer Support Manager.
What is Ahmed El-Laban's email address?
Ahmed El-Laban's email address is ah****@****bia.com
What schools did Ahmed El-Laban attend?
Ahmed El-Laban attended Arab Academy For Science, Technology And Maritime Transport, Modern University For Technology & Information - Mti.
What skills is Ahmed El-Laban known for?
Ahmed El-Laban has skills like Leadership, Customer Experience, E Commerce, Team Work, Skilled Multi Tasker, Creativity Skills, Proofreading, Online Support, Customer Satisfaction, Freshdesk, Communication, Translation.
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