This document contains Ahmed Mahmoud Ammar's resume. It includes his contact information, educational background which includes a B.Sc. in Commerce and Business Administration from Helwan University in 2008. It also lists his skills and 12 years of experience in business operations, customer experience and people management. His work experience includes several roles at Vodafone Egypt providing customer service and operations management. It also includes his personal information like marital status and date of birth.

1. Ahmed Mahmoud Ammar
6/8 B, Zahraa El-Maadi
Mobile Phone: 01009611224
E-mail: ammar2181@gmail.com
Highlights:
 12 years of experience in Business operations, Customer experience & People
management
 Excellent communicator, Skilled in building and maintaining solid business relationships
 Experienced in all aspects of business administration
Education:
University:
 Helwan university
 B.sc of Commerce & Business administration English Section “June 2008”
School:
King AbdElAziz experimental school Language School in Heliopolis
Skills
Interpersonal skills:
 Being able to work in a diverse team
 Good organizational and communication skills.
 Positive attitude, strong personality, having the ability to communicate effectively at all
levels
 Had substantial staff management responsibility.
 The ability to quick learn and apply new skills.
 Self motivated, very ambitious and enjoy teamwork.
 Ability to plan and prioritize work.
Trainings
 Project management Diploma (PMI)
 Microsoft office
 Communication skills
 Performance management
Language

2.  Excellent command of written and spoken English.
 Fluent Arabic
Work experience
1. Working as Operations Senior Supervisor at Vodafone Egypt Shared Services
From May 2011 to date;
Performing the following roles:
Client Management
- Compile customers’ requirements based on information received from
meetings, calls, direct mail responses and other sources.
- Manage all service requests and change requests for the client
- Build and maintain excellent customers’ relationships.
- Investigate and resolve customer problems with services rendered.
- Manage a team of agents and team leaders (plus their agents) in an efficient
way to deliver best in class service to the international account customer
Operations Management
- Conduct awareness & training sessions for call center agents
- Maintain a close working relation with Technology department to ensure
systems stability and smooth operation
- Identify improvement opportunities within workflow, productivity and
procedures
- Meet daily, weekly & monthly reporting obligations, provide thorough analysis
on operational trends and corrective actions
- Manage the relation with WFM for an optimum utilization of resources
Customer management & Support
- Maintain and enhance the company’s standards of customer service.
- Handle escalated customer cases, calls and complaints by phone or face to face
and close the case to customers’ satisfaction.
- Drive a customer experience culture to positively impact the customer’s feelings
about Vodafone.
- Use all available measures to push continuous improvement to high customer
satisfaction level.
- Map operation processes to customer satisfaction indicators
- Ensure operation is compliant with regulatory requirements, check periodically
for updates
- Discipline & strict compliance with policies & procedures
- Ability to learn, seek knowledge and self-development
- Demonstrates a positive, enthusiastic, friendly attitude
- Share knowledge with colleagues and the related departments
- Strong reporting and analysis skills
- Strong verbal and written communication and presentation skills

3. 2. International Account Senior Consultant (Vodafone Shared Services - Ireland
Operations)
From May 2010 till April 2011;
Performing the following roles:
- Acting as a front line interface with customers of Vodafone world wide
(Offshore) to facilitate and provide a Vodafone global customer service standard
- Managing client relation ship (Complains, Inquiries…etc.)
- Working as part of a team to ensure offering world class customer service at all
times
- Meeting service level in handling all transactions measuring through
productivity reports
-
3. International Account Advisor (Vodafone Shared Services - New Zealand Operations)
From October 2008 till Jan 2009;
Performing the following roles:
- Acting as a front line interface with customers of Vodafone worldwide
(Offshore) to facilitate and provide a Vodafone global customer service
standard.
- Managing client relationship (Complains, Inquiries…etc.)
- Working as part of a team to ensure offering world class customer service at all
times.
- Meeting service level in handling all transactions measuring through
productivity reports.
4. Marketing Executive for E-Group
Offering & Selling BPO Services to enterprise clients on a global scale
5. Senior Analyst in NOS ( AmecoTech)
Selling long distance phone calls plans to UK and Ireland consumer
Personal information
 Marital status: “Married”
 Military Service : Completed
 Date of birth: 1st
of March 1984