Ahmed Shawky
Service Delivery Manager
6th of October City,GZ
Summary
Experienced Service Delivery Manager with a strong background in effectively managing technical services teams and driving operational efficiency. Proven success in leading projects that streamline processes and introduce innovative solutions. Demonstrated expertise in team leadership and technical troubleshooting, resulting in the consistent delivery of high-quality service.
Overview
13
13
years of professional experience
4
4
Languages
Work History
Technical Services Manager
Sutherland
New Cairo, Egypt
08.2024 - Current
- Managed the end-to-end onboarding process for a US-based printing services and digital solutions company, including planning, hiring, and execution of their Helpdesk operations.
- Successfully coordinated the hiring and training of personnel, ensuring the team's readiness for service launch.
- Consistently exceeded customer expectations through effective service delivery and operational excellence.
- Played a key role in ensuring the smooth integration of client expectations with the company's operational goals.
- Expanded service scope by adding new job streams, contributing to the growth of the business relationship.
- Managed a team of IT professionals, ensuring timely resolution of technical issues and maintaining high customer satisfaction ratings.
Service Delivery Manager
TTEC
Cairo, Egypt
03.2024 - 08.2024
- Led the successful onboarding of a leading fintech operation, supporting its business launch in Cairo.
- Played a pivotal role in ensuring smooth operational ramp-up, exceeding customer expectations and business targets.
- Drove a 100% increase in headcount, optimizing workforce scaling in line with business growth.
- Expanded service offerings by adding additional job streams, enhancing operational capabilities.
- Developed and implemented clear career paths for the existing team, improving employee retention and career development.
Global Operations Manager
Vodafone Intelligent Solutions
6 October
08.2018 - 03.2024
- Lead social media &sales channel for VF Spain with a team of +200 advisors, 8-line managers & governance area covering 70% of VF Spain Digital Channels
- Provide Spain local market with an ongoing process enhancement forum, changing +40 processes to maximize saving % and enhance customer experience figures
- Conduct regular communications forums with senior leadership in Egypt & Spain on Quarterly/Monthly & weekly performance review to eradicate any challenges that affect the customer journey for better customer experience
- Mastering CRM and earn customer loyalty which led to create more job streams, wider Scope (bilingual queue, WhatsApp & Instagram channels), enabling more jobs with total increase of +15% over planned HC
- Lead a key project with AI located at India and Spain LM to create intelligent solutions (Robotics & Automations) and provide Client savings with 1.3M Euros during FY21 & +460K Euros during FY22
- Accountable for all BCP projects and managed to Lead the WFH transition for VF Spain, enabling +200 Employee to have an excellent working from home experience and ensure minimal impact on SL and customer deliverables across all line of businesses
- Accountable for forecasting and management of the account P&L (orders, revenue & margin)
- Building bonus, reward and incentive scheme to match the complexity, level of language proficiency required across all Operation levels & provide the service with best calibers
- Identify account goals, objectives and client requirements and ensure committing to the expectations with leadership team and internal enabling functions
- Implemented cost-saving measures, reducing operational expenses without sacrificing quality or productivity.
- Managed an international team of professionals, fostering a high-performance culture and promoting professional growth.
- Leveraged data analytics to identify trends, inform decision-making, and drive operational improvements.
International Webchat Supervisor
Vodafone International Services
6 October
09.2015 - 08.2018
- Onboarding Spanish Webchat for 1 time at VIS
- Started with HC of 15 till reach 85 advisors
- Managed to Compete with a native country and leaded Operation to ascending expansion till having 100% of service line at Egypt due to a solid performance and overachieve client expectation
- Set goals for performance and deadline in ways that comply with VF Spain Plans and Vision and communicate them to subordinates
- Monitor employee productivity and provide constructive feedback and coaching, increasing people efficiency from 1.5 concurrency to 2.5 in less than 9 months
- Build a solid and reflective dashboard with senior leadership and VF Spain to enhance channel efficiency and customer experience figures
- Maintain timekeeping and personnel records by conducting weekly, monthly one 2 one and Performance dialogue to asses employee's performance and sort out all potential improvement areas
- Ensure achieving agreed KPI's and enhance processes, blending sub queues to maximize team efficiency and absorb more business
- Co-working with HR resourcing team for ongoing hiring activities
- Organize workflow and ensure that employees understand their duties or delegated tasks
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Back Office Team Leader
Vodafone International Services
Cairo
11.2012 - 03.2015
- Leaded different Back-office queues Under diverse business units that belong to VF Spain
- Follow up day-to-day on the team to make sure that they follow the right process and procedures
- Being responsible for deactivation queue with 45 FTE's, accommodating their on-boarding processes, CRM management with Vodafone Spain and ensured to maintain a high-quality standard within agreed SL
- Motivate team members, listen to team members' feedback and resolve any issues and conflicts
- Communicate and make sure that the team got acknowledged by any updates
- Report team performance to the Supervisor on a regular basis (weekly/monthly)
- Track the team performance and set a proper action plan when needed
- Monitor Agents' performance and Transactions then deliver the feedback also effective coaching on time and on a regular basis to each team member
International Front-Line Advisor
Stream Global Services
6 October
05.2012 - 11.2012
- Being part of 24/7 inbound queue dedicated for online customer support, and hotel reservation queries with high quality standards
- Listen carefully to customers complains
- Provide Technical support for customers regarding any reservation or booking issues
- Informs customers by explaining procedures; answering questions; providing information
- Being responsible for extract team daily performance on behalf of team leader and share it among the Operation
Education
Spanish & English Tour Guide -
Higher Institute For Tourism & Hotels
Eigoth 06.2010 - 09.2012
Bachelor of Arts - Spanish & English
Faculty of Language
Al Minya, Egypt 05.2005 - 07.2009
Skills
Microsoft Office TelecommunicationsCustomer supportCritical thinkingLeadershipManual testingAgile methodologiesISTQB Foundation Level Certification Microsoft Office
Personal Information
- Date of Birth: 06/24/88
- Gender: Male
- Nationality: Egyptian
Timeline
Technical Services Manager
Sutherland
08.2024 - Current
Service Delivery Manager
TTEC
03.2024 - 08.2024
Global Operations Manager
Vodafone Intelligent Solutions
08.2018 - 03.2024
International Webchat Supervisor
Vodafone International Services
09.2015 - 08.2018
Back Office Team Leader
Vodafone International Services
11.2012 - 03.2015
International Front-Line Advisor
Stream Global Services
05.2012 - 11.2012
Spanish & English Tour Guide -
Higher Institute For Tourism & Hotels
06.2010 - 09.2012
Bachelor of Arts - Spanish & English
Faculty of Language
05.2005 - 07.2009