Ahmed Ayman AbdElMaksoud

Key Responsibilities: - Act as the primary point of contact for customer inquiries, complaints, and escalations, ensuring a positive customer experience and satisfaction. - Investigate and analyze customer issues, identifying root causes and implementing appropriate solutions to resolve problems efficiently. - Communicate with customers via multiple channels (phone, email, chat, etc.) to address their concerns and provide accurate information and assistance. - Collaborate with cross-functional teams to coordinate efforts and facilitate timely resolution of customer issues. - Maintain detailed records of customer interactions, including actions taken and resolutions provided, using internal systems and databases. - Continuously seek opportunities to improve processes and procedures to enhance the overall customer experience.

- Acts as a first point of contact with Customers to support in any inquiries - Manage large amounts of inbound and outbound calls in a timely manner - Follow communication “scripts” when handling different topics - Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives - Seize opportunities to upsell products when they arise - Build sustainable relationships and engage customers by taking the extra mile - Keep records of all conversations in our call center database in a comprehensible way - Frequently attend educational seminars to improve knowledge and performance level Meet personal/team qualitative and quantitative targets

I'm honored to receive my first global internship certificate and reference letter for being a "Sales Analyst Intern" for 3 months at SchemaZone - Rise Holding Group, a fast growing Canadian company. I acquired a lot of personal and business skills, in addition to dealing with foreign clients from all over the world which take my english skills to a very high level. - As mentioned in the reference letter: The tasks performed during the internship pertain to the following focus areas: sales planning, consumer and organizational buyer behavior, buyer's decision-making process, sales forecasting and budgeting, effective communication and relation between sales and marketing. I excelled in performing the required tasks and have been managed to work on several deals. throughout the course of the program, thus earning a place among the top Sales Associate Interns. My sincere wishes to you dear Dr. Mohamad Ali Mishly, CEO at RISE Holding Group, for this priceless opportunity. And great thanks to you Fadi Fakhreddine, you are a great team leader, I won't do these efforts and results without your guidance, patience, and trusting in my competency.

The training was online due to the pandemic, so get materials to study give us many useful things that we learned, such as: - Knowing what financial inclusion is and its importance. - Effective communication skills and excellence in Customer service. - Solving problems and decision-making. - Bank values. - Types of personal loans and real estate financing. and then there was an exam at the end of the training which I passed and got the training certificate.

On 23/02/2022, I was honored by the minister of youth and sports, Dr. Ashraf Sobhi for being “one of 8 distinguished youth winners among +140,000 participants in the activities of the IBM Skills Build training program for Egypt's Youth", which was launched by IBM ® corporation in cooperation with the "Sana` Al-Khair for Development" Foundation under the patronage of the Minister of Youth and Sports, and Dr. Nevin El-Kabbaj, Minister of Social Solidarity. Who attended the honoring were Ms. Justina Nixon, Vice President of IBM Global Corporate Social Responsibility, Ms. Marwa Abbas, General Manager of IBM Egypt, Mr. Mostafa Zamzam, Chairman of the Board of Trustees of the "Sana` Al-Khair for Development” Foundation for Development, and Ms. Manal Gamal, Head of the Central Department for Projects and Youth Training at the Ministry of Youth and Sports. The “IBM Skills Build” program aims to build skills and expertise necessary for young people to qualify them for the requirements of the labor market by focusing on four main axes (Modern Technologies - Entrepreneurship – Professional Skills – Methods of Thinking and Problem solving) in addition to spreading awareness of the importance of technological education, and giving program participants the opportunity to benefit from the free IBM Skills Build educational platform to develop their skills and obtain accredited certificates. The Minister of Youth and Sports congratulated us “the winners” pointing to the fruitful cooperation with various stakeholders in order to implement the ministry's vision aimed at raising awareness, qualifying and developing youth skills in various fields.

It was 3 weeks of online sessions about financial inclusion, we learn: - Knowing what financial inclusion is, its benefits, and its importance to target groups. - The role of financial inclusion in growth, economic development, and sustainable development. - The problems facing financial inclusion and how to solve them. - Obtaining sufficient information about the assets and liabilities of the bank and banking products. - Digital and global transactions in the banking system. - Digital innovation tracks for financial inclusion. - The importance of using big data in financial inclusion. - Tips for developing soft skills such as Communication, time management, and business etiquette. #CIB_Summer_Financialinclusion

I had the privilege of being honored by Prof. Mona El-Bialy, Dean of the Faculty of Commerce at Damanhour University, and Prof. Abdel Hamid El-Sayed, President of Damanhour University, during a session of the University Council. This recognition was extended in the esteemed presence of the university's faculty deans and senior professors. It was a moment of pride for me as a representative of the university and to receive this honor from Dr. Ashraf Sobhi, Minister of Youth and Sports.