Ahmed Ammar

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 leader (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
- Customer service oriented
- 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