AHMED MAKSOUD

· Lead cross-functional process improvement initiatives using Lean and Six Sigma methodologies (DMAIC, SIPOC, VSM) to design and implement optimized, scalable, and automated E2E processes across Vodafone's cloud offerings (SaaS, IaaS, Security).

· Redesigned and automated the V-Hub process across all Vodafone Business products, significantly reducing manual handling, improving SLAs, and enhancing customer experience through streamlined workflows and reduced turnaround times.

· Led the implementation of Microsoft Dynamics for Opportunity Management, including business requirements definition, end-to-end process design, stakeholder alignment, and system rollout coordination-resulting in improved sales pipeline visibility and streamlined lead-to-order processes.

· Managed vendor selection and business requirements gathering for the implementation of a centralized Contract Management System, ensuring the solution met compliance, legal, and operational needs while enabling efficiency in contract lifecycle management.

· Managed the fixed connectivity delivery cycle across various media (Fiber, GPON, MSAN, MW), identifying process bottlenecks and applying root cause analysis to implement corrective actions that accelerate the delivery cycle and reduced failure rates./

· Implemented CRM-Order Management integration with the technology teams to enhance process governance, improve visibility across the Vodafone Business solutions delivery cycle, and reduce operational hand-offs.

· Utilized Six Sigma tools (such as Control Charts, Pareto Analysis, FMEA) to identify critical inefficiencies, improve process capability, and embed a continuous improvement mindset within operational teams.

· Collaborated with product managers, IT, and operations to co-design future-state process maps, ensuring alignment with strategic goals and technology capabilities.

· Developed business cases quantifying cost savings, productivity gains, and customer experience improvements to support investment in process changes and digital transformation initiatives.

· Standardized and documented new processes, creating clear governance models that enabled consistent execution and knowledge transfer across departments.

· Led change management efforts, including the review and sign-off of communication and training materials to support process rollouts, ensuring end-user adoption and process compliance.

· Drove a KPI-driven culture, utilizing dashboards, benchmarking, and analytics to measure performance improvements, monitor process health, and identify further optimization opportunities.

• Reduced operational downtime and maximized revenue by implementing governance frameworks for Vodafone Business Solutions.
• Aligned regulatory requirements with commercial strategy, ensuring NTRA directives support market penetration and business growth.
• Designed end-to-end processes for commercial operations to enable scalable growth and expand Vodafone’s market footprint.
• Monitored campaign performance, delivering actionable insights on potential opportunities to sales and presales teams.
• Represented Vodafone in front of NTRA and governmental bodies, ensuring full compliance with regulatory standards through structured governance, proactive reporting, and cross-functional alignment on corrective and preventive actions.
• Defined technical solutions and IoT tariff structures in coordination with commercial and technology teams.
• Managed Vodafone’s high-value and strategic account portfolio, supporting executive visibility and business continuity.

• Created a smooth communication with customer operations departments to solve customer issues on high level.
• Developed and lead account strategies and incentives with a cross functional of specialist and strategic partners to maximize opportunity and impact for the customers.
• Created workshops for solving the frequent problems for Vodafone cash transactions.
• Joined the consulted team to enhance the voice-Bot digital squad to improve the digital strategy.
• Improved the retail management process by reducing the waiting time for most of customer requests.
• Supported the Social Media team in their daily basis.
• Joined to the G2G program to deliver the best customer experience to our colleagues.
• Supported the HR team to complete the filtration process for the selected employees.

• Handled the high, premium and platinum customers on the consumer department.
• Delivered world class customer experience by using many campaigns for the frequent issues.
• Maintained the digital transformation strategy by directing our customers to use Vodafone app and the website instead of any platforms.
• Supported the testing team to launch many projects.
• Managed the service level for the consumer department.

• Managed more than 60 employees. Continuously evaluated business operation to effectively align workflows for optimal area coverage and customer satisfaction.
• Applied knowledge of previous supply needs and forecasted business to estimate required supplies.
• Oversaw day to day for the employees in all establishment, fostering inspiring atmosphere to optimize employee experiences.
• Hired, trained and managed all staff including employee development, issue disciplinary and conducting performance reviews.
• Created new recipes, outlined steps and training staff on correct preparation.
• Reporting the customer complaints and recommending solutions to reduce it.
• Monitoring the customer journey from his first step in our channels until got his.

• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Creating workshops to spot the gaps and solving it with the concerned teams.
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
• Promptly responded to inquiries and requests from prospective customers.
• Solving the customers issues.