Ahmed Khalil
Customer Service Quality Assurance Supervisor
Cairo
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Customer Service Quality Assurance Supervisor
Al Safy Group
10.2021 - Current
- Monitored and evaluated sample of inbound, outbound calls.
- Conducting calibration sessions/call listening sessions.
- Reviewing customers journey and work on improving CX in customer service touch points including IVR.
- Analyzing voice of customer.
- Revised drafted policies and procedures to address deficiencies comprehensively.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout organization.
- Achievement: customer service teams' performance improved by 40 % in 2023 .
- Achievement: detractors decreased by 30% first Q of 2024
Soft Skills Trainer
Al Safy Group
07.2019 - 09.2021
- Conducting training workshops on business communication skills ,Consultative selling, leadership fundamental basics.
- Conducting pre-and post-training assessment to measure learning level of trainees
- Monitoring Trainees performance in their job site after training to ensure behavior change and performance improvement.
- Reporting training results to heads and directors.
- Implemented post-training surveys and focus groups to gather feedback from participants, using insights to refine future workshops.
- Training sessions contributed to enhancing employees knowledge by 50%.
Customer Excellence Senior Specialist
Vodafone Egypt
09.2015 - 09.2018
- Assessing Vodafone customer experience & customer journey with Vodafone products, services, rate plans, promos & policies.
- Reviewing voice of customers to get insights on products, services, rate plans, application, web-site, promos and policies .
- Conducting mystery shopping to Vodafone front liners.
- Offering recommendations for better customers experience to management team.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and delivered presentations to internal stakeholders.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Managed 30 calls by day and increased satisfaction by 25% in 2017.
- Redesigned 3 customer journeys and modified self help tools which decreased calls by 30% and decreased complaints by 30% in 2017.
Quality Assurance Specialist
Vodafone Egypt
04.2007 - 09.2015
- Design, Develop and Implement Call Quality Standards.
- Develop Associate Coaching /Mentoring Programs for improving customer Delight over Calls.
- Ensure consistency in Call Evaluation Process by conducting Call Calibration Exercises for team.
- Analyze and profile each team member based on established quality standards.
- Communicate with Operation Managers, Supervisors, and top management to improve Customer experience through phone.
- Kaizen Call Handling process and Workflow.
- Decreased customer turns off by 40% in last year .
Trade Line Support Agent
Vodafone Egypt
02.2005 - 04.2007
- Activating postpaid lines after assessing potential fraud cases.
- Managing floor productivity & service level.
- Reporting service level and daily productivity to Department manager
- Delivered exceptional customer service by proactively addressing concerns and fostering positive experience throughout all interactions.
- Informed Vodafone dealers of policies and procedures.
Customer Service Representative
Vodafone Egypt
01.2003 - 02.2005
- Responded proactively and positively to rapid change.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Built rapport with customer through active listening, empathy, and understanding of their individual needs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
Education
Bachelor of Arts - English Language And Literature
Higher Institute of Languages
Egypt 09.1996 - 07.2000
Egyptian High School Certificate -
Gamal Abdel Naser School
Egypt 10.1995 - 08.1996
Skills
Root Cause Analysis
undefinedTimeline
Customer Service Quality Assurance Supervisor
Al Safy Group
10.2021 - Current
Soft Skills Trainer
Al Safy Group
07.2019 - 09.2021
Customer Excellence Senior Specialist
Vodafone Egypt
09.2015 - 09.2018
Quality Assurance Specialist
Vodafone Egypt
04.2007 - 09.2015
Trade Line Support Agent
Vodafone Egypt
02.2005 - 04.2007
Customer Service Representative
Vodafone Egypt
01.2003 - 02.2005
Bachelor of Arts - English Language And Literature
Higher Institute of Languages
09.1996 - 07.2000
Egyptian High School Certificate -
Gamal Abdel Naser School
10.1995 - 08.1996
Personal Information
- Date of Birth: 01/10/1979
- Marital Status: Married
Training
- International Student Leadership Conference AUC .
- The Cairo International Model United Nations AUC..
References
Furnished upon request
Personal Information
- Date of Birth: 01/10/1979
- Marital Status: Married
References
Furnished upon request
Personal Information
- Date of Birth: 01/10/1979
- Marital Status: Married
References
Furnished upon request
Personal Information
- Date of Birth: 01/10/1979
- Marital Status: Married
References
Furnished upon request
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