amir edward's cv with photo 2015
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Amir Edward Attia
40 Farid Abu Hadid St. 7th avenue, Nasr City, Cairo, Egypt E-mail: [email protected] Phone:+2026703881 Mobile:+201002221281
Career Objective: I desire to assume a challenging Sales Manager / Customer Experience Manager Position. I am interested in pursuing a large and successful career in sales & customer experience through my hard work, ambition, and improvement of both business and technical knowledge. I believe my personnel skills, abilities, and my technical skills in the field of Sales, Customer experience and public relations would prove to be a valuable asset. Areas of Responsibilities:
Increasing sales volume by developing & managing strategic programs for
improving the customer experience, retain and grow customer base keeping
current customers, expand the share received by El Mohandess press
Improve/reengineer processes to meet the identified customer requirements.
Establish actions needed for keeping customers' loyalty while company re-
forming.
Main Achievements:
El Mohandess Press:
Increased the sales volume year over year
Added new customers to the customers base
Built strong Customer Relations keeping the loyalty of current customers and
gaining trust of new ones.
Xerox:
Develop & manage computerized Customer Care Management System ((CCMS)).
Improve the entire processes to eliminate the customer pains via conducting root
cause analysis for the collected data and setting the proper corrective actions.
Manage & Improve customer retention.
Promote customer focused culture among the company.
Conduct voice of customer surveys, transfer it to voice of business & guide the
company in improving the relevant process for achieving the customer
requirements.
Develop and manage customer relationship programs.
Career Experience
El Mohandess Press
(A print house specialized in printing pharmaceutical carton boxes & leaflets)
(March 2009 till Feb 2015) Sales Manager:
o Extending the current customer range by adding new customers (Pharmaceutical
companies)
o Expanding the volume of work with the current customers (Local and
multinational)
o Increasing the annual sales volume.
o Handling all customers' complaints/queries and solving them in coordination with
the concerned departments.
o Coordinate between the commercial department, print house and the customer to
perform a closed loop process assuring customer satisfaction and loyalty.
o Follow up collection of due balances and solving problems to enhance the
collection process.
o Attending tenders.
o Discussing quotations with customers.
o Regular visits and customer care calls to the customers to keep strong customer
relation.
o Updating current customers with all innovations, new features and services
added to the production to comply with their requirements.
o Organizing and preparing the customers' audits to the print house, escorting the
audit team through the site tour and explain the printing process steps.
o Communicating & negotiating with abroad machine dealers for the requested new machines
El Maged Group, Mobinil agent
(Feb 2008 till Jan 2009) Customer Service Manager:
o Ensure Effective Customer Problem Resolution
o Handling customer complaints \ requests, and follow up with the concerned
departments to satisfy the customer requirements
o Finding new ways to get customers’ voice.
o Issuing monthly reports displaying the Voice of customers
o Analyzing survey results identifying areas of improvement, and suggesting long term
preventive actions.
o Building strong CRM.
o Supervise/Conduct any customer survey upon request.
Xerox Egypt
(2004 till Jan 2008)Customer Experience Executive:
o Improving & modifying available system that handles customers’ complaints.
o Managing Xerox club activity program.
o Participating in recruitment & employment fairs at the American University in Cairo, and the American Chamber.
o Training new hired Xerox and Authorized Service Partners’ employees.
o Managing the CCMS and resolving customer complaints\queries.
o Conducting the PSCS and issuing the monthly report.
o Organizing and managing surveys upon department heads’ request.
(1999 till 2004)Customer Satisfaction Coordinator:
o Managing the CCMS system (Customer Care Managing System).
o Implemented new systems to handle the customer’s queries.
o Finding new channels for capturing customers’ complaints.
o Increased customer satisfaction level by analyzing the results, suggesting solutions and long term preventive actions.
o Suggest ongoing updating for the internal processes in order to meet customer’s needs and achieve highest level of satisfaction.
(1996 till 1999) Customer Satisfaction Supervisor:
o Receiving & handling customers’ complaints & queries.
o Solving problems by coordinating cross functional departments.
o Following up with the customers to assure that the complaints were solved to their satisfaction.
o Issuing monthly reports for the customer satisfaction dept.
o Managing the Post Service Customer Survey, (PSCS)
o Managing a team of field surveyors, including gathering data, logging it into the system, and issuing a report with the results.
(1991 till 1996) Field Surveyor:
o Conducting the Post Buying Customer Survey (PBCS), face to face interviews,
measuring the customers’ satisfaction & loyalty.
o Managing a periodic survey covering all Egypt for old customers.
o Data entry and issuing monthly reports for the conducted surveys.
Habashy Co. for whole sale garments
(1986 till 1991) Managing Director:
o Increased sales by 30% in the first 2 years.
o Recommended new products that increased the number of customers by 20%.
Hiedy Co. for garment manufacturing
(1982 till 1986) Managing Director:
o Attending tenders.
o Supervising the garments factory.
Education history: Computer Skills:
Computer training courses, Word, Excel, & power point. Language skills:
English: Fluent Arabic: Native
Training:
E- Learning training at Xerox Learning Center: Xerox Business Conduct Training 2007 - English Code of Business Conduct Balancing Your Professional Life Simulation. Customer Satisfaction through Resource Management. Writing Effective Business Documents(UK Eng) Optimizing E-mail at Work Improving Your Leadership Skills (UK Eng.) Building Effective Cross Functional Relationships Call Centre Communication Skills (UK Eng.) Assessing Customer Behavior Customers, Conflict and Confrontation (UK Eng.) Advanced Management Negotiations Successful Management Negotiation Xerox Code of Conduct Acknowledgment Developing Customer Satisfaction Surveys
Xerox Lean Six Sigma - Yellow Belt / Level 1 XEROX Business Conduct Training:V1 Communication Tools Management by participation Customer Care
University Qualification: Bsc. of High Institute of Cooperative & Administration Studies
Commerce, Cairo, Egypt. 1979
Personal Data:
Date of Birth: Sep.16.1958 Marital Status: Married with 2 girls Nationality: Egyptian. Military service: Completed the service 1980
N.B. Reference are furnished upon request
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