Ahmed Mohamed Zaki is seeking a challenging position in a well-structured organization to utilize and enhance his skills. He has over 10 years of experience in customer service and quality roles at Barclays Bank Egypt, including currently serving as Service Quality Team Leader. In this role, he monitors service quality, assesses processes, and manages mystery shopping. Previously he held roles handling customer complaints and accounts opening. Zaki has a Bachelor's degree in computer science and various training in areas like Six Sigma, communications, and customer service. He is proficient in English and Arabic with strong computer and interpersonal skills.

1. Ahmed Mohamed Zaki
Address: 7008, the 6
th
district, El Hadaba El Wosta, Mokattam
Phone: +202 35839912
Mobile: +2010 06404033
E-Mail: Ahmed.zakihussein@barclayscorp.com – Ahmed.zak1@live.com
Objectives
To obtain a challenging position in a well structured organization that enables me to utilize my skills and
further enhance my qualifications and interpersonal skills.
Working Experience
Barclays Bank – Egypt
Dec 2013 – Till present
• Service Quality Team Leader
Responsible to enhance the quality of customer service experience through; continuous monitoring and
evaluation of services provided across various bank service outlets as well as sales risk assessment
Ensuring perfect service quality delivery at all times to all bank’s current and potential customers through
suggesting improvements where necessary.
Assess the strength of the current processes and the quality of service delivered to our customers by our
sales force and all customer interacting staff (i.e. Fraud, Contact Center, Retention, Activation, Complaints &
Collection service)
Manage constant net promoter scoring processes to measure customer loyalty and develop predictive
customer behavior analysis versus available product / service profiles.
Providing recommendations/ identifying process gaps to Mgmt and participate in
Manage a team of Service Quality Officers executive; setting their goals, and monitoring their performance.
Measure staff’s product knowledge, adherence to procedures and processes in addition to communication
with customers It will be an asset to achieve TCF (Treat Customers Fairly) principles

2. Manage Mystery Shopping activities to provide the organization with valuable unbiased information on the
bank’s channels and services that can be used for improvement. The exercise may not only detect what may
need improving, but can also help to recognize - and possibly reward - valuable services and/or quality.
Jan 2010 – Dec 2013
• Customer care officer (Customer service and Complaint unit)
Responsible to handle customers complains
Responsible for handling team daily work and ensuring that all cases handled correctly (acting as team
leader)
Responsible for increasing the FPOC ratio (first point of contact)
Responsible to share/ provide new initiatives to enhance complaints unit process
Feb 2009 – Jan 2010
• Account Opening officer- Control unit
May 2007 – Feb 2009
• ICU internal check unit – Risk assessment
Education
2001 – 2005
Bachelor of computer science
University: Advanced Academy
Grade: Fair
Skills
Computer Skills:
• Very Good knowledge of Microsoft Office.
• Excellent knowledge of Windows.
• Excellent typing.
• Very Good Knowledge of Graphics design
• Very Good Knowledge of Web design
• Very Good Knowledge of Multimedia
• Very Good Knowledge of Internet applications

3. • Excellent knowledge of browsing the Internet.
• Fair Knowledge of Data base
Language Skills:
• Very good knowledge of both written and spoken English.
• Native language Arabic
Courses
• FAST training program - 6 sigma at SYMBIOS - (Green Belt )
• Dale Carnage - Seminar in effective communications and human relations.
• Human Resources Management certificate (CAME HRMC)
• Basic Business Skills Acquisition (BBSA) Cairo, Egypt - Sponsored by the Future
Generation Foundation (FGF)
• Microsoft certificate of Graphics (Compu Tech) education center
• ICDL course.
• General English course
• CRM (Customer relationship management) training course.
• Effective complaints handling at contact plus
• Excellence customer service at QUEST
• Emotional intelligence at logic
• Creative thinking at logic
Working Experience
Citibank
July 2005-July 2006
• Data entry
• Information Technology (IT),
The United Bank
July 2006 – Jan 2007
• Cheques collection officer
Achievements

4. • Awarded by eagle award (Barclays Bank – Q1 -2013) for high productivity.
• Awarded as consumer operations top achiever in 2009
• Awarded by Barclays Africa Chief Operating Officer 2012 performance award
• Awarded by COO 2012 top performer for the outstanding performance
Interpersonal Skills
Helpful, creative, able to work within a team, energetic, able to work for long hours under stress, ambitious,
eager to learn and gain more knowledge and experience.
Personal Data
• Date of birth: 18/01/1984.
• Marital status: Married.
• Nationality: Egyptian.
• Military Status: Exempted