1. Ahmed Mahmoud Ammar
6/8 B, Zahraa El-Maadi
Mobile Phone: 01009611224
E-mail: ammar2181@gmail.com
Highlights:
 12 years of experience in Business operations, Customer experience & People
management
 Excellent communicator, Skilled in building and maintaining solid business relationships
 Experienced in all aspects of business administration
Education:
University:
 Helwan university
 B.sc of Commerce & Business administration English Section “June 2008”
School:
King AbdElAziz experimental school Language School in Heliopolis
Skills
Interpersonal skills:
 Being able to work in a diverse team
 Good organizational and communication skills.
 Positive attitude, strong personality, having the ability to communicate effectively at all
levels
 Had substantial staff management responsibility.
 The ability to quick learn and apply new skills.
 Self motivated, very ambitious and enjoy teamwork.
 Ability to plan and prioritize work.
Trainings
 Project management Diploma (PMI)
 Microsoft office
 Communication skills
 Performance management
Language

2.  Excellent command of written and spoken English.
 Fluent Arabic
Work experience
1. Working as Operations Senior Supervisor at Vodafone Egypt Shared Services
From May 2011 to date;
Performing the following roles:
Client Management
- Compile customers’ requirements based on information received from
meetings, calls, direct mail responses and other sources.
- Manage all service requests and change requests for the client
- Build and maintain excellent customers’ relationships.
- Investigate and resolve customer problems with services rendered.
- Manage a team of agents and team leaders (plus their agents) in an efficient
way to deliver best in class service to the international account customer
Operations Management
- Conduct awareness & training sessions for call center agents
- Maintain a close working relation with Technology department to ensure
systems stability and smooth operation
- Identify improvement opportunities within workflow, productivity and
procedures
- Meet daily, weekly & monthly reporting obligations, provide thorough analysis
on operational trends and corrective actions
- Manage the relation with WFM for an optimum utilization of resources
Customer management & Support
- Maintain and enhance the company’s standards of customer service.
- Handle escalated customer cases, calls and complaints by phone or face to face
and close the case to customers’ satisfaction.
- Drive a customer experience culture to positively impact the customer’s feelings
about Vodafone.
- Use all available measures to push continuous improvement to high customer
satisfaction level.
- Map operation processes to customer satisfaction indicators
- Ensure operation is compliant with regulatory requirements, check periodically
for updates
- Discipline & strict compliance with policies & procedures
- Ability to learn, seek knowledge and self-development
- Demonstrates a positive, enthusiastic, friendly attitude
- Share knowledge with colleagues and the related departments
- Strong reporting and analysis skills
- Strong verbal and written communication and presentation skills

3. 2. International Account Senior Consultant (Vodafone Shared Services - Ireland
Operations)
From May 2010 till April 2011;
Performing the following roles:
- Acting as a front line interface with customers of Vodafone world wide
(Offshore) to facilitate and provide a Vodafone global customer service standard
- Managing client relation ship (Complains, Inquiries…etc.)
- Working as part of a team to ensure offering world class customer service at all
times
- Meeting service level in handling all transactions measuring through
productivity reports
-
3. International Account Advisor (Vodafone Shared Services - New Zealand Operations)
From October 2008 till Jan 2009;
Performing the following roles:
- Acting as a front line interface with customers of Vodafone worldwide
(Offshore) to facilitate and provide a Vodafone global customer service
standard.
- Managing client relationship (Complains, Inquiries…etc.)
- Working as part of a team to ensure offering world class customer service at all
times.
- Meeting service level in handling all transactions measuring through
productivity reports.
4. Marketing Executive for E-Group
Offering & Selling BPO Services to enterprise clients on a global scale
5. Senior Analyst in NOS ( AmecoTech)
Selling long distance phone calls plans to UK and Ireland consumer
Personal information
 Marital status: “Married”
 Military Service : Completed
 Date of birth: 1st
of March 1984