Nehad Mahmoud

Seeking a challenging career in a multinational or a reputable company to utilize my skills, add value to the organization, and gain more experience in my career.

General Manager of Arabian Horse Stud (2018-09 – Present)

Responsible for the housing, breeding, health, training and selling of horses within a horse stable and stud system. They need to be able to use their knowledge to deal with and solve problems in a scientific manner. Records of bloodlines and the physical appearance and performance characteristics of horses to determine breeding combinations before selecting horses suitable for mating.

They maintain breeding records, dietary and other statistical information. They select and arrange purchase of bloodstock, mate mares with selected stallions and assist with foaling. Ensure that horses are exercised and supervise the training of horses for competitions.

Inspect horses for disease, illness and injuries and secure the services of a veterinarian when necessary. Supervise and manage equipment, facilities, pastures, and staff, as well as carry out administrative tasks such as marketing, budgeting, planning and management of physical and financial resources. Responsible to communicate with the foreigner veterinarian in reproduction season to arrange the number of embryo and breeding schedule.

• Attending Bahira National show as probation Judge
• Attending Monofia National show as probation Judge
• Attending Sharqia National show as probation Judge

Associate, Financial Customer Support - Fixed Broadband at Orange (2014-10 – 2018-01)

Providing customers financial service support as a second line support and as financial interface who responds to customer requests for a variety of financial services. Work closely with other functions and departments such as Sales, Save and Retention, Customer complaints, Collection, Marketing, Technology, etc. to ensure customer satisfaction. Use all the available tools granted to reach problem solving.

• Resolve customer financial complaints by providing appropriate compensation to cases received as per the company policies and procedures
• Monitor and report financial order fulfillment tasks by coordinating with all concerned departments to ensure effective handling for customer's complaints and cancellation requests/refund requests and collect down payment requests
• Respond to customers financial requests and e-mails in a timely manner within the required SLAs / targets of the department
• Analyze customers profile and calculate related product offer eligibility
• Escalate problems and provide relevant feedback to the right channels
• Prepare and analyze financial information in support of major projects plans, solutions, policies and controls
• Propose new concepts / ideas that may help to improve the work-flow to meet the customer satisfaction
• Keep up-to-date with all the services and products provided by the company
• Communicate with the management team the customer requests and vendor-related concerns
• Participate in meetings and activities held to improve customer satisfaction and business performance
• Maintain and update customer documentation as needed
• Adjust the customers balances on Microsoft Great Plains system

CRM Financial Officer at Link Dot Net-Orange (2012-01 – 2014-10)

• Update the customer's discounts & the financial adjustment for the special projects & compensations
• Investigate carefully and analyze the customers billing
• Adjust the customers balances on Microsoft Great Plains system
• Approve the refunded amount to the customers
• Notify for any bugs on the financial system to the require teams
• Approve the collected amounts for new contracts
• Issue all customer requests such as "Payment request & Balance Statement & invoice"

Account Manager at Link Dot Net (2011-03 – 2012-01)

Develop and maintain favorable relationships with new and existing clients in order to increase revenue. Ensure that organizational goods or services consistently meet client needs. Responsible for sustaining and renewing client contracts. Familiar with a variety of the field's concepts, practices, and procedures. Rely on extensive experience and judgment to plan and accomplish goals. Perform a variety of tasks. May lead and direct the work of others.

• Supervise the process of money collection of and report any financial issue to the Concerned department
• Prepare a weekly report of the collection performance
• Receive due invoices and review it before sending it to finance for further action
• Handling the customers inquiries, complaints and requests
• Monitor after sales business service to maintain customer satisfaction

Technical Support Specialist at Link Dot Net (2008-07 – 2011-03)

• Verify technical problems / complaints solved by different departments, in order to ensure that customer inquiries and complaints are solved
• Answer e-mails concerning customers' technical complains from different departments to troubleshoot technical problems with customers
• Refer to CRM (Customer Relationship Management) cases to other teams specialized in solving the customers' problem, to solve their technical problems
• Report to the supervisor a daily sheet of all handled cases & problems for evaluation
• Refer unusual technical problems to specialized departments or to Supervisor to avoid repetitive customers' technical complains

Customer Service Representative at Vodafone-Ecco (2007-07 – 2008-06)

• Handling all incoming calls to the call center
• Providing best possible service to both external and internal customer to achieve highest level of customer satisfaction
• Communicating with other customer service sub-divisions to answer all relevant customers Inquires such as Credit, Customer relation, out bound and save team
• Achieving the requested staffed time on a daily basis to minimize lost call rate
• Providing proper information to customers with complete and comprehensive understanding Of Vodafone products, services, policies and procedures
• Resolving customer complaints in time and treats them as business opportunities to ensure Continuous improvement and development
• Escalating problem and providing relevant feedback to the right channels
• Up selling the Value Added Services to the customers

Data Entry (Raya project) at Vodafone (2005-11 – 2006-01)

Customer Service (Raya project) at Vodafone (2005-08 – 2005-11)

Accounting – Ain Shams University (2005)