Ramy Mohamed Abdelhady
Head Of Customer Experience
Cairo
Summary
Highly motivated and goal-driven people and performance manager committed to delivering exceptional results. Objective is to leverage extensive skill set and further enhance it within a reputable organization. Strong dedication to adding value and making a significant impact on the success of the company.
Overview
11
11
years of professional experience
8
8
years of post-secondary education
Work History
Data Visualization Consultant
Sabbar
06.2024 - Current
- Designed and developed dynamic and visually compelling dashboards in Looker Studio, showcasing key metrics and insights tailored to stakeholder requirements
- Integrated multiple data sources, including [list a few examples, e.g., Google Analytics, BigQuery, or other tools], ensuring accurate and seamless data flow
- Transformed complex datasets into actionable insights by leveraging advanced Looker Studio functionalities, such as calculated fields, custom charts, and interactive elements
- Enhanced decision-making processes through customized reporting solutions that combined elegant design with robust analytical depth
Head of Customer Experience
Qawafel
01.2023 - Current
- Customer experience excellence through projects that target process improvement was the main role alongside managing the customer success, customer care, and end to end quality assurance teams
- Successfully completed my departmental OKR's and the main SPOC for data analysis within the CX team
- Improved FRT by 55%, Resolution time by 85%, and QA scores from 67% to 94%
- Initiated and led many initiatives such as an operational excellence team, customer onboarding projects, and many other efficiency related projects
- Used financial reporting to drive business opportunities and kept actual expenses in line with budget.
- Collaborated with cross-functional teams to identify and address key areas of improvement in the customer journey.
- Oversaw the development of an online support portal, providing customers with easy access to resources and assistance when needed.
- Conducted thorough analysis of customer feedback, identifying trends and opportunities for enhancement of services offered.
- Streamlined complaint resolution procedures, reducing average time taken to address concerns raised by customers significantly.
- Achieved increased levels of customer retention through diligent monitoring and addressing of potential issues before they escalated into larger problems.
- Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring.
Customer Experience Manager
Capiter
01.2022 - 01.2023
- Responsible for building and managing the quality assurance, VOC, and back-office functions
- Kicked off and completed projects that increased efficiency and reduced costs, monitored overall experience performance and made adjustments accordingly
- Created internal processes and SOP's after calibrating with internal stakeholders, built a 1-year road map with solid OKR's and enhanced all metrics like CSAT, full resolution time, first reply time, and many more
- Collaborated with the growth and commercial teams on customer retention plans
- Responsible for all the workforce and MIS related activities for the experience team and created automated trackers to measure all the important KPI's on an agent, leader, supervisor, manager, head, and CEO level
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Reduced response time to customer inquiries by optimizing support channels.
Senior Customer Experience Supervisor
Brimore
04.2021 - 01.2022
- My core responsibilities include building and managing the customer experience team, creating key performance indicators that have a major impact on the company vision
- Forecasting and scheduling to ensure the highest efficiency with no waste in resources, creating SOP's that increase customer satisfaction levels
- Coaching and helping develop the team members, managing the ticketing system (Odoo), and managing the day to day operation issues
- Launched and managed the call center for inbound and outbound activities and improved SLA achievement rates by 50%
- Responsible for all the workforce and MIS related activities for the experience team
- Created detailed reports on team performance metrics, enabling management to make informed decisions regarding staffing needs and resource allocation.
- Improved customer satisfaction by efficiently addressing and resolving customer concerns and complaints.
- Reduced response time to customer inquiries by implementing an efficient ticketing system that prioritized urgent requests for assistance.
- Mentored new hires in best practices for exceptional customer service delivery, setting them up for success from day one on the job.
- Led a team of customer service representatives, fostering a supportive environment that encouraged growth and development.
- Coordinated cross-functional teams to address complex client issues promptly, ensuring comprehensive solutions were provided every time.
Senior Customer Experience & Quality Assurance Supervisor
The Lucky App - Fintech
02.2020 - 04.2021
- My core responsibilities include managing the customer experience team, creating key performance indicators that have a major impact on the company vision
- Forecasting and scheduling to ensure the highest efficiency with no waste in resources, creating SOP's that increase customer satisfaction levels
- Coaching and helping develop the team members, managing the ticketing system (Zendesk), and managing the day-to-day operation issues
- Improved customer satisfaction scores by reaching 92% from 50%, calibrated with the revenue team on trending issues and recommended solutions that were applied
- Responsible for all the workforce and MIS related activities for the experience team
- Boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
- Led regular meetings with staff to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to quality assurance.
Senior Customer Experience Supervisor
SWVL
07.2019 - 10.2019
- Responsible for managing the customer experience operations team, workforce planning and forecasting, strategy creation and implementation, improving key performance indicators (Business)
- Creating training programs and induction processes, supervising day to day operations and ensuring 100% compliance
- Creating a compliance structure and SOP's, managing 4 customer experience team leaders who manage 45 customer experience specialists
- Analyzing data related to increasing/decreasing inflow of tickets, coaching team leaders and engaging employee, creating an employee development program
- Delivering excel and google sheets training, and managing the monthly operations budget (Customer Support)
- (Experienced in Zendesk)
- Created detailed reports on team performance metrics, enabling management to make informed decisions regarding staffing needs and resource allocation.
Trade Services Officer
British Embassy in Cairo
02.2019 - 07.2019
- Responsible for receiving queries that are allocated to the department for international trade, contacting the company and responding according to the request
- Make sure that the services delivered are of a high standard, make sure that follow ups are done on time
- Maintain relationships with clients and get more clients, help clients expand further into Africa
- Perform market research according to the query, and uploading interactions on Customer Database Management System
- Coordinate with government entities (Ministries) to facilitate brand registration, market access, inward investment, etc
- Build and maintain a network of key local business contacts and stakeholders both in the private sector and governmental institutions
- Develop contacts with stakeholders, trade associations and companies in the UK and Egypt, lead and support on all allocated market sectors, providing advice and professional support to British businesses
E-commerce Team Lead
Dubizzle
04.2018 - 02.2019
- Responsible for managing a team of 5 executives who are responsible for maintaining the health of the website and responding to any report against the safety of the website for any users
- A huge part of my role was to develop a plan that could ensure the most efficient transfer of the operation from UAE to Egypt
- I am also responsible for creating and distributing tasks and monitoring performance and workforce related actions
- Another part of my role is crisis management in regards to the operation and it's supporting functions
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
Operation Supervisor
Ecco - Uber Technologies
08.2017 - 04.2018
- Responsible for managing a team of 9 team managers who are handling 100 + agents
- Creating business models, creating daily, weekly, and monthly reports, coaching managers and developing their professional skills
- Creating schedules and assigning responsibilities to the team according to business needs
- Creating performance management strategies, following up with payroll and HR issues
- Setting and reviewing budgets and managing cost, managing quality assurance programs, communicating with the client on a daily basis, and conducting interviews for several internal departments
- Provided strategic oversight on major projects ensuring timely completion within budget constraints.
- Successfully managed crisis situations maintaining focus on priorities while providing guidance for rapid resolution.
- Implemented data-driven decision-making techniques, improving overall operational effectiveness and profitability.
Operation Team Leader
Ecco - Uber Technologies
05.2017 - 08.2017
- Responsible for managing a team of 20 agents, analyzing business strengths and weaknesses
- Creating daily and weekly reports, coaching agents and handling their work related issues
- Creating schedules and assigning responsibilities to the team according to business needs
- Conducting interviews for several internal departments
- Developed comprehensive metrics for monitoring team performance, leading to increased accountability and success rates.
- Increased customer satisfaction with timely issue resolution and proactive communication strategies.
- Conducted regular quality audits to maintain compliance with industry standards while identifying opportunities for continuous improvement.
Senior Customer Service Representative
Etisalat UAE
08.2015 - 09.2016
- I've worked at Etisalat as a senior customer service representative in the highest segment (Prestige) and was responsible for handling everything related to mobile services and fixed services with Etisalats' most valuable customers, upselling existing contracts
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
Customer Service
Vodafone UK
09.2013 - 01.2015
- I've worked as a customer service representative for 2 years, after the first year I was promoted to a subject matter expert and took on tasks like delivering training's and briefings, managing a team of more than 15 individuals, and analyzing team numbers to enhance productivity
- Delivered trainings on soft skills and time management, and finally upselling to high value customers
- Enhanced client retention with exceptional customer service, building strong relationships.
- Provided exceptional customer service, resolving client issues efficiently and effectively.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
Education
MBA - Strategic Management
Arab Academy For Science, Technology, & Maritime Transport
Cairo, C 06.2020 - 06.2022
Bachelor - Accounting
Modern Sciences And Arts University, Middlesex University
Cairo, C 09.2008 - 06.2014
Skills
- Microsoft Office Word
- Microsoft Office Excel
- Microsoft Office PowerPoint
Communication skills
Presentation skills
Organizational skills
Project management
Self-motivated
Proactive
Reliable
Fast Learner
- Microsoft Office Project
- Problem-solving
- Time management
- Client relationships
- Team collaboration
Personal Information
Date of Birth: 02/24/92
Militarystatus
Exempted
Training
- Lean Six Sigma Green Belt
- ISO9001:2015 Lead Auditor in Quality Management Systems
- Communication Skills & Body Language (Vodafone UK)
- Customer Service (Suez Canal Bank)
- Teller (Suez Canal Bank)
- Foreign Currency (Suez Canal Bank)
- Stock Market Exchange Course (2012, 2013)
- Communication Skills Course (AUC, 2012)
- Presentation Skills Course (AUC, 2013)
Timeline
Data Visualization Consultant
Sabbar
06.2024 - Current
Head of Customer Experience
Qawafel
01.2023 - Current
Customer Experience Manager
Capiter
01.2022 - 01.2023
Senior Customer Experience Supervisor
Brimore
04.2021 - 01.2022
MBA - Strategic Management
Arab Academy For Science, Technology, & Maritime Transport
06.2020 - 06.2022
Senior Customer Experience & Quality Assurance Supervisor
The Lucky App - Fintech
02.2020 - 04.2021
Senior Customer Experience Supervisor
SWVL
07.2019 - 10.2019
Trade Services Officer
British Embassy in Cairo
02.2019 - 07.2019
E-commerce Team Lead
Dubizzle
04.2018 - 02.2019
Operation Supervisor
Ecco - Uber Technologies
08.2017 - 04.2018
Operation Team Leader
Ecco - Uber Technologies
05.2017 - 08.2017
Senior Customer Service Representative
Etisalat UAE
08.2015 - 09.2016
Customer Service
Vodafone UK
09.2013 - 01.2015
Bachelor - Accounting
Modern Sciences And Arts University, Middlesex University
09.2008 - 06.2014
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