Khaled Mourad Email & Phone Number

Cairo, Cairo Governorate, EG

Cairo, Egypt

Alexandria, Egypt

-Customer Relationship Management: Build and maintain strong, long-lasting relationships with customers, acting as their trusted advisor and primary point of contact.-Onboarding & Training: Lead the onboarding process for new clients, ensuring they understand our products and services and are set up for success.-Customer Advocacy: Proactively identify.

Alexandria, Egypt

As a Business Development Manager, My role is driving growth and creating strategic partnerships. With a keen focus on identifying new business opportunities, cultivating relationships that results in substantial revenue growth. By leveraging my expertise in market analysis and industry trends and expanding client portfolios.In addition, my experience.

Alexandria, Egypt

(Scope: Mobility Sales & Services)-Account Level Role-Handling a daily sales target set by clients to maintain MTD scores.-Handling daily productivity to achieve answer rates set by clients.-Handling HR related task to save attrition in the first 90 days of employment.-Responsible of retention sessions with active employees to maintain attrition target &.

Alexandria, Egypt

(Scope: Mobility Sales & Services)-Leading a team of 15+ tenured associates between 4 months & 1 Year tenure as a direct reporting line-Working on achieving all commercial targets for a production team-Conducting 3 group coaching each week on product knowledge & business updates-Conducting monthly business awareness meeting to raise business awareness &.

Alexandria, Egypt

(Scope: Mobility Sales & Services)-Leading a team of 40+ bottom quartile associates as a part of crisis management project to improve their performance -Conducting excessive coaching to skill transfer & tackle knowledge gaps to eliminate skill issues-Conducting weekly one to one meetings to tackle any will issues-Worked on achieving weekly milestones to.

Alexandria, Egypt

(Scope: Mobility Sales & Services)-Leading a team of 30+ associates in their nesting period as a direct reporting line-Lead 5 nesting waves to date with a total of 130+ associates-Coordinating process with training team all through nesting period-Worked on associates segmentations based on profile & performance to ensure achieving commercial.

Alexandria, Egypt

(Scope: Mobility Sales & Services)-Handling product knowledge coaching meetings-Leading a team of SMEs & conducting skill transfer sessions for floor management skills & roles-Conducting weekly knowledge calibration for a team of SMEs-Sharing knowledge packs on daily basis-Worked on process improvement projects & presented to our clients-Handled weekly.

Alexandria, Egypt

(Scope: Mobility Sales & Services)Top performing senior associate, launching a new Mobility Sales & Services line of business, gaining customer satisfaction while achieving commercial targets to gain client’s satisfactionScope: -Mobility Services-Mobility Billing-Mobility Sales-Basic Mobility Technical Troubleshooting -TV & Internet Billing

Alexandria, Egypt

(Scope: TV & Internet Services)Top performing associate handling customer’s queries & maintaining customer’s satisfaction & providing end to end resolutionsScope: Integrated Solutions Management -TV Services Billing-TV Services first line technical-Internet services Billing-Inbound sales: TV Packages & Mobility Services

Alexandria, Egypt

Leading a team of customer service agents to achieve client’s commercial targets

Alexandria, Egypt

(LOB: Vodafone UK - Converged Tech Department)-Leading a team of 11 representatives as a direct reporting line-Conducting daily group coaching on business awareness-Conducting daily group coaching on product knowledge -Conducting monthly one to one meetings with team members to set future goals and to work on their areas of opportunity to achieve targets &.

Alexandria, Egypt

(LOB: Vodafone UK - Converged Tech Department)-Handling escalated calls on the escalation desk queue-Sharing product knowledge packs on daily basis-Highlighting & sharing process updates on daily basis-Participated in updating company’s knowledge base with new processes-Worked on top call drivers analysis to improve NPS

Alexandria, Egypt

(LOB: Vodafone UK - Converged Tech Department)-Handling on spot skill transfer to new comers-Conducting daily group coaching on product knowledge-Conducting daily meetings-Reporting daily performance progress-Creating & sharing daily knowledge packs for top call drivers

Alexandria, Egypt

(LOB: Vodafone UK - Converged Tech Department)Piloting a new team handling complaints for excessive callers and providing end to end resolution to maintain customers calling back rate and gaining customers satisfaction & increasing contract retentions rateScope: -Home Broadband Complaints-Mobile Billing Complaints

Alexandria, Egypt

(LOB: Vodafone UK - Converged Tech Department)Handling advanced technical queries & providing end to end resolutions while utilizing tools provided & personal technical skillsScope: -Home Broadband Technical -Mobile Technical

Alexandria, Egypt

(LOB: Vodafone UK - Home broadband Care)Top performing adviser maintaining customer satisfaction over calls & enhancing customer experience by engaging with customer’s & providing end to end resolutions Scope: -Billing-Account Management-Basic technical troubleshooting -Inbound sales

Alexandria, Egypt

Free Lancing graphic designer handling 2D designs, business cards designs, advertising trifolds & social media advertising designs.