Medhat Talaat Maamoun Ahmed
Senior Customer Experience
New Cairo,Cairo , Egypt
Summary
Accomplished Customer Experience (CX) strategist with a robust background in telecommunications and project management. including leadership roles at Telecom Egypt, with a proven track record of enhancing customer satisfaction through strategic CX design and implementation. Adept at leading cross-functional teams, managing large-scale projects, and driving continuous improvements in service quality. Highly skilled in technical support, social media management, and web design. Fluent in Arabic with strong conversational English skills, and equipped with a comprehensive suite of technical and interpersonal abilities. Passionate about leveraging technology to create impactful customer experiences and aspiring to establish a leading technology import/export business.
Overview
19
19
years of professional experience
2
2
Languages
Work History
CX Senior Planning and Design
Telecom Egypt Co.
2 2023 - Current
- Leverage extensive customer experience knowledge and best practices to design and implement effective CX strategies that enhance customer satisfaction and loyalty
- Plays a critical role in ensuring a best-in-class customer experience across the organization
- This position involves strategic design, implementation, and optimization of customer experience programs and initiatives
- Here are the key responsibilities and requirements
- Identify key touchpoints in the customer journey and design strategies to enhance them
- Collaborate with cross-functional teams to ensure consistent brand experiences
- Responsible for overseeing and improving the overall customer journey, ensuring exceptional service, and enhancing customer satisfaction
- Ability to envision long-term CX goals and translate them into actionable plans
- Familiarity with design tools, wireframing, and prototyping
- Engage with stakeholders across departments (marketing, product, operations) to align CX initiatives
- Work closely with UX/UI designers to create intuitive and visually appealing interfaces
- Apply design thinking principles to create customer-centric solutions
- Use empathy to understand customer needs and preferences
- Prototype and iterate on designs to achieve desired outcomes.
Project Manager
Al Asraya Co. for constrictions
01.2020 - 05.2024
- Project Planning: Oversee all aspects of fiber optic installation projects, from planning to implementation and closeout
- Budget and Timeline Management: Develop project plans, timelines, and budgets
- Ensure that projects are completed on time and within budget
- Stakeholder Satisfaction: Ensure the satisfaction of all stakeholders, including clients, contractors, and team members
- Resource Utilization: Effectively manage labor, materials, and equipment resources
- Quality Control: Ensure high-quality installation and adherence to industry standards
- Project Documentation: Maintain accurate records, including as-built drawings and project documentation
- Project Closure: Complete project closing tasks, such as splicing, site clean-up, and final documentation.
Team Leader
Telecom Egypt Co.
09.2019 - 02.2023
- Provided exceptional leadership and direction to a team dedicated to delivering personalized and high-quality service to Telecom Egypt's most valuable customers (FTTH - Fiber-To-The-Home)
- Process and Procedures: Follow up day-to-day on the team to ensure they follow the right processes and procedures
- Customer Satisfaction: Ensure that customer complaints or requests are resolved from the first interaction
- Performance Tracking: Monitor team performance and set action plans when needed
- Agent Performance: Track agents' performance and transactions, provide timely feedback, and offer effective coaching to team members
- Motivation and Conflict Resolution: Motivate team members, listen to their feedback, and resolve any issues or conflicts
- Reporting: Generate clients' reports and deliver them on time
- Manger Communication: Regularly report team performance to the manager (weekly/monthly)
- Updates and Acknowledgment: Communicate and ensure the team is informed about any updates
- Work Environment: Create and maintain a high-quality work environment to motivate team members.
Social Media representative
AMC Academy
01.2018 - 09.2019
- Develop and curate engaging content for our social media channels (e.g., Facebook, Instagram, Twitter, etc.) based on target audience and brand voice
- Schedule and publish content using social media management tools
- Monitor social media conversations, respond to comments and messages in a timely and professional manner
- Identify and leverage trending topics and hashtags to increase reach and engagement
- Analyze social media data and reporting to measure the success of campaigns and identify areas for improvement
- Participate in brainstorming sessions and collaborate with marketing and creative teams to develop engaging social media initiatives
- Stay up to date on the latest social media trends and best practices
- May assist with community management tasks, including monitoring online brand reputation and addressing customer service inquiries.
Technical Support
Etisalat Emirates HS Account
01.2016 - 09.2018
- Provide exceptional technical support to Etisalat customers via phone
- Troubleshoot and diagnose a variety of technical issues related to internet connectivity, network configuration, Etisalat services (e.g., mobile data, home internet plans, TV packages)
- Effectively resolve customer issues in a timely and efficient manner, aiming for first-call resolution whenever possible
- Escalate complex technical problems to the appropriate team when necessary
- Document customer interactions and resolutions in a clear and concise manner
- Maintain a strong working knowledge of Etisalat products, services, and troubleshooting procedures
- Stay up to date on the latest technological advancements relevant to Etisalat's offerings
- Provide clear and concise explanations to customers in a professional and courteous manner
- Build rapport and maintain positive relationships with customers.
Blended Support
Vodafone Egypt
12.2014 - 12.2015
- Provide exceptional customer service across multiple channels (phone, email, chat, potentially social media)
- Troubleshoot and resolve a variety of customer issues related to our products/services
- Effectively communicate with customers verbally and in writing, explaining technical concepts in a clear and concise manner
- Adhere to established procedures for handling customer inquiries, including documentation and resolution tracking
- Utilize internal knowledge bases and resources to research solutions and answer customer questions efficiently
- Identify and escalate complex issues to senior technicians or other relevant teams when necessary
- Analyze customer interactions and feedback to identify areas for improvement in the blended support process (may be specific to some roles).
Technical Support
Xceed
03.2013 - 10.2014
- Issue Resolution: Diagnose and troubleshoot technical problems related to hardware, software, network connectivity, or specific products/services
- Customer Service: Provide excellent customer service by actively listening to user concerns, explaining technical concepts clearly, and working towards solutions that meet their needs
- Communication: Communicate effectively with users through phone, email, chat, or in-person interactions
- Documentation: Document customer interactions, troubleshooting steps, and resolutions to maintain a knowledge base and ensure consistency
- Knowledge Base and Procedures: Maintain a strong understanding of the company's products, services, and established troubleshooting procedures
- Escalation: For complex issues beyond their expertise, escalate them to senior technicians or other relevant teams
- Technical Support Tools: Utilize ticketing systems, remote access software, and other relevant technical support tools to diagnose and resolve issues
- Staying Updated: Keep up to date on new technologies, products, and troubleshooting.
Web Designer
ArabTech Company
11.2010 - 10.2012
- Collaborate with clients and stakeholders to understand their website requirements and target audience
- Develop website concepts, including wireframes, mockups, and prototypes
- Design user interfaces (UI) that are intuitive, user-friendly, and visually appealing
- Ensure website layouts are responsive and function well across different devices (desktop, mobile, tablet)
- Implement visual elements such as graphics, illustrations, and icons to enhance the user experience
- Work with front-end developers to translate designs into functional websites (may involve basic HTML, CSS)
- Stay up to date on the latest web design trends and best practices (e.g., accessibility, SEO)
- Perform usability testing and make revisions based on user feedback
- May contribute to content creation for the website (e.g., writing website copy, creating infographics).
Assist System Admin
Asyea Tech
01.2008 - 10.2010
- Assist senior system administrators with tasks such as user/group management, security permissions, and system configuration
- Install and update software applications on servers and desktops
- Monitor system performance and troubleshoot technical problems
- Research and resolve system errors and event logs
- Perform routine backups and disaster recovery procedures
- Document system configurations and procedures
- Maintain an organized inventory of hardware and software assets
- May provide basic technical support to end-users
- Stay up to date on emerging technologies and industry best practices.
Data Entry & Technical Support
Future Business Center
01.2005 - 12.2007
- Data Input: Create spreadsheets to track important customer information, orders, or other relevant data
- Data Transfer: Transfer data from hard copy (such as paper documents) to digital databases
- Customer Information Management: Update customer information in a database
- Data Organization: Organize existing data within spreadsheets or databases
- Data Verification: Verify outdated data and make necessary corrections to records
- Equipment Operation: Operate common office equipment, including scanners and printers
- Research and Investigation: Search for and investigate information contained in files.
Education
Bachelor - Information System
El Shrouk Academy
Skills
Proficient user for all Windows Application
Proficient Internet surfer & researcher
Microsoft Office package
Well knowledge of basic IT
SQL Server 2005
Clearly and concisely expressing ideas and information through spoken language
Showing critical thinking and attention to detail
Engagement strategy development
Account Management
Customer Empathy
Training programs
Customer Segmentation
Digital channel expertise
Customer Journey Mapping
Voice of Customer Analysis
Marketing Program Management
Strategic Planning and Alignment
Personal Information
- Hobbies: Reading, Football, Internet, Designing
- Date of Birth: 12/30/1989
- Marital Status: Married
Military Service
Exempted
Training
- AI Career Essentials - ALX Africa
- UI/UX Design
- Six Sigma yellow belt
- COPC
- Big Data Track From NTI
- Project Management From NTI
- Soft skills from NTI
- Business English from NTI
- Freelance Boot camp from NTI
- Fiber Optics Course From NTI
- Marketing and Social Media Specialist
- CCNA Academy
- MCSA 2012
- English Course in Reach Out Academy & SYE
- Web Design
- Excel Fundamental course
- PMP At PM House
- CCNA (CSCO12806928)
- Web Design Attendance Certification from It Academy Center
- ICDL Certification
Timeline
Project Manager
Al Asraya Co. for constrictions
01.2020 - 05.2024
Team Leader
Telecom Egypt Co.
09.2019 - 02.2023
Social Media representative
AMC Academy
01.2018 - 09.2019
Technical Support
Etisalat Emirates HS Account
01.2016 - 09.2018
Blended Support
Vodafone Egypt
12.2014 - 12.2015
Technical Support
Xceed
03.2013 - 10.2014
Web Designer
ArabTech Company
11.2010 - 10.2012
Assist System Admin
Asyea Tech
01.2008 - 10.2010
Data Entry & Technical Support
Future Business Center
01.2005 - 12.2007
CX Senior Planning and Design
Telecom Egypt Co.
2 2023 - Current
Bachelor - Information System
El Shrouk Academy