1. Ahmed Ibrahim EL Kholy
Ajman – MKT-HO-Customer Care
Mobile: +971508878736
Office: +97167144249
Home: +97167488006
E mail: akholy@etisalat.ae
PROFESSIONAL EXPERIENCE
Etisalat – UAE
September 2008 – To Date
Project Management Office (PMO) Manager
October 2014 – To Date
• Responsible to lead the operations strategic yearly projects ensuring projects delivery timelines and that all
millstones are achieved.
• Responsible to lead the technical projects roadmap implementation for 2015& 2016.
• Responsible to lead PMO operations, program and portfolio management, risk management.
Gather and analyze end user requirement and assess their maturity.
• Recommend required level of PMO implementation/rollout for all operations domains.
• Govern the change management process for all operations domain owners ensuring the operations readiness in
terms of awareness and training considering all the check points.
• Participate in the review and feedback on related PMO documentation and activities.
• Plans and coordinates project scheduling, budgeting tasks.
• Organize and leading the VP & SVP projects status update meetings on bi weekly & monthly basis.
• Provides support on project management and illustrates how to use administrative tools.
• Reviews project materials and deliverables for adherence to methodologies and procedures.
• Coordinates upgrades and supports project management vendors; coordinates training on project management
tools and methodologies.
• Participates in the development, maintenance and publication of project management standards and guidelines
• Act as a reference point for PMO queries and information and an advocate for best practices in project
management
• Maintain processes to ensure project management documentation, reports and plans are relevant,
Accurate and complete
• Track and report on project portfolio performance, providing a real-time, comprehensive, and
prioritized view of all projects
• Develop positive relationships with all required stakeholders to enable the PMO to provide support
Including facilitation, tracking and reporting on projects, and training
• Share lessons learned and best practices across programs
• Develop and maintain a basic understanding of customer policies and procedures as relevant to
Processes
• Manage and handle the UAT activities of the projects for one year beside the PMO related responsibilities.
• Create the self-services initiatives project by introducing new features under etisalat USSD & IVR applications
Manager Service Design
23rd
of August 2011 – To Date
Responsibilities included but not limited to:
• Worked as a focal point between marketing team and CCC.
• Work on insuring the readiness for our front line staff in terms of the following;
a) Information’s related to all new products and services launch.
b) Identify the training requirements based on the product and service complicity.
c) Insure that all information updated on the KB and it’s clear for the front line staff.
d) Communicate all new products and services launch along with all sms and email communications.
e) Works on crating the CWC to insure that agents are capturing the right related calls nature and type while
handling our customers’ calls.
• Create the service design team process which was newly established team in the customer care.

2. • Works on the implementation of the NBA system which wins the number one project contest over all etisalat
during the 2013.
• Provide the marketing with post launch report for all products and services launched.
• Communicate and coordinate with all product managers’ consumer and business to insure all information and
clarifications are provided in the correct way with our front line staff.
• Work on establishing the new ES section during the transformation project in the CCC.
• Create the outbound team campaign process in sales section.
• Create the social media process in the CCC.
• Create the CCC communication process between marketing and CCC.
Specialist Process Improvement –
May 15th
of August 2008 – To 23rd
of August 2011
Responsibilities included but not limited to:
• Improving and enhancing the customers experience in one of the main touch points which is the customer care
center.
• Worked on the implementation of the welcome call project in the customer care center.
• Worked on the implementation of the Prestige section which was a new concept in Etisalat UAE.
• Worked on the MNP project implementation in the CCC and define all CCC related processes.
• Worked on implementing the DND service.
• Worked on providing the VOC report related to the CCC.
Vodafone Egypt
May 2000 - 15th of August 2008
Specialist Process Improvement –
May 2006 – 15th
of August
Responsibilities included but not limited to:
• Works on enhancing customer experience with retail, customer care & corporate
• Provide better customer experience, minimize resources & achieve first call resolution by enhancing the
current operational processes.
• Hold the responsibility of being the Customer Care Spoc in implementing the Customer Experience team
recommendations.
• Prioritize and analyze each enhancement according to the process KPI's.
• Assist in producing concept documents & business cases.
• Investigate competitor's operational processes.
• Ensure that all operational processes are documented & available at the Customer Care knowledge
management.
• Produce monthly performance report with all findings & enhancements providing the process impact, progress
& measurement.
Senior Corporate Account's Management
Jan, 2005 – April 2006
Responsibilities included but not limited to:
• Handle corporate accounts for planning and forecasting churn / profit process ensuring its alignment with
Vodafone Egypt's strategic direction providing the department with appropriate analysis concerning corporate
entities performance together with the improvement recommendations when & where needed.
• Coordinate research results among the fraud team & sales department to monitor corporate accounts
behavior.
• Act as the primary point of contact with our corporate sales team, & top corporate accounts.
• Handling the day-to-day interactions and solving any problem related to any company’s account.
• Implementing high quality standards of Customer Service for the corporate segments in order to exceed their
expectations and to assure their satisfaction.

3. • To maintain high coordination & communication skills that enables to communicate between various
sections within the department to facilitate the flow of work, and to ensure maximum service to the corporate
customer.
Complaint Management Specialist
Jul, 2002 – December 2004
Responsibilities included but not limited to:
• Handling the hard calls - Customers need to talk to higher level, and/or person in charge & making the necessary
escalations.
• Handling & solve the written complaints & escalation issues.
• Considered as the central point of contact between the Customer Operations.
Dep. & other departments (Sales, Marketing, Human resource, IT, etc)
• Taking the compensation decisions to the unsatisfied customer by suitable compensation according to each case's
need.
• Sustain customer retention & maintain their satisfaction.
• Control & report the staff unprofessional attitudes & violations.
• Handle customer complaints in the walk-in area.
• Handle complaints come to the CEO office.
• Making the presentation of the “Complaint Management” orientation about the advancing tasks & work flow to the
new hires.
• Adjusting the balance & charges to the customers’ accounts.
• Participating in the monthly Billing Committee to check on the efficiency of the billing system & the rated
charges.
• Make the necessary actions by giving exceptions, waiving, providing service for free as compensation according
to each case needs based on personal judgment & sole decisions.
Customer Service Representative
May 2000 – Jun 2002
Responsibilities included but not limited to:
• Dealing with the various applications of the computer system
• Responsible for answering the customers’ inquiries & requests
• Offering assistance to customers whenever needed
• Handling the customers complaints and solving them
• Activation of contracts on the systems & so on the network
• Ensuring that the target of the company is achieved which is exceeding customers’ expectations in the level of
service rendered.
EDUCATIONAL BACK GROUND
• Bachelor Degree, Faculty of Commerce -, Accounting Division Ein Shams University Cairo- Egypt
General Grade – Accepted.
• Advanced Customer complaints.
Training provider: Innovative group, Florida, USA.
• Value Base Preposition/Retention Course.
Training provider: Vodafone HR Training Team.
• Mobile Office Training Course.
Training provider: Vodafone HR Training Team.
• Vodafone Live Training Course
Training provider: Vodafone HR Training Team.
• Emotion Intelligence Training Course

4. Training provider: Innovative group, Florida, USA.
ACHIEVMENTS & REWARDS
• Rewarded for the implementation of the 125 IVR consolidation project.
• Rewarded for the implementation of the new 101 USSD project
• Winning the zero waiting contest certificate
• Getting into a follow up & welcome call projects
• Chosen by my supervisor to be a mentor for new employees starting from the fourth month from working in the
call center.
• Chosen by the project supervisor to be a member of that new team (Welcome call team)
• Having an experience in the activation department
• Participate in a collection project
• Winning in the activation contest for the biggest number of contracts activated
• Moving to be a member in the Complaint Management team.
• Getting the certificate of being an employee of the month for several times.
• Getting the certificate of being the best performer of the month for several times.
COMPUTER SKILLS
• Good command of Computer skills MS Office, MS Word, MS Excel, MS Power point, Explorer,
Internet browsing & navigation
PERSONAL SKILLS
o Perform well under stress and able to meet deadlines.
o Able to efficiently, courteously and tactfully handle clients either in person or over the telephone.
o Confident and friendly when meeting and assisting people on all levels.
o Have great respect for different cultures and ethnic groups.
o Fast learner and able to acquire new skills.
o Customer oriented
LANGUAGES
Arabic: Mother tongue.
English: Fluent spoken & written.
French: Basic Knowledge
PERSONAL DATA
Date of Birth: 14th October, 1974
Nationality: Egyptian
Military Status: Completed
Married: Yes
REFERENCES
Furnished upon request