Basic Info

Ahmed Khalil

9 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Call Center Supervisor at Vodafone Egypt

Experience Details

Call Center Supervisor

Operations/Management

Manager

High Value Customer Care Supervisor (Jan 2016 till present)

 Manage the daily operations of High value customer experience.

 Ensuring excellent customer care is delivered through all contact center channels.

 Responsible for the achievement of department KPI’s and performance goals.

 Inspires and motivates the team to reach operational, team and individual goals.

 Coach and develop direct reports to acquire and refine necessary job skills through

constructive feedback, ongoing training, and other coaching techniques.

 Review customer complaints, escalations and cases, analyses and report on results.

 Complete other projects as assigned.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Jan 2016 to present (1 year 6 months)
Vendor Management Senior Specialist at Vodafone Egypt

Experience Details

Vendor Management Senior Specialist

Operations/Management

Manager

Vendor Management Senior Specialist (Jan 2015 till Jan 2016)

 Responsible for the commercial operations of ECCO & ESNAD BDO (outsourcing

Companies for Vodafone).

 Preparing the Operational KPI's and communicating them to the Vendor management.

 Setting the plans and strategies that would be followed by the Vendor management.

 Preparing daily and monthly management reports about the business performance.

 Observing the vendor's Performance and giving the support to achieve their KPIs.

 Coaching junior staff and provide assistance to their management.

 Ensuring a world class customer service delivery by the vendor management.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Jan 2015 to Jan 2016 (1 year)
CC Premium Senior Representative at Vodafone Egypt

Experience Details

CC Premium Senior Representative

Customer Service/Support

Experienced (Non-Manager)

CC Senior Representative Premium (VIP Customers) (Dec 2012 – Jan 2015)

 Providing Vodafone Egypt Premium customers (VIP) with a world class services and

information about the company’s products and services.

 Ensuring customer satisfaction by applying first call resolution and Net Promoter

score’s concept.

 Following up on the issues and provide timely feedback to the customers.

 Creating a smooth communication channel with different departments to resolve

customer problems and requests in a highly professional manner

 Helping to enhance the process and procedures based on the customer’s feedback.

 Handling customer complaints and retention professionally.

 Delivering the customer experience excellence.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

N/A

Telecommunications

www.vodafone.com.eg

Dec 2012 to Jan 2015 (2 years 1 month)
English and Italian Tour Leader at Emeco Travel:

Experience Details

English and Italian Tour Leader

Logistics/Supply Chain

Experienced (Non-Manager)

English and Italian tour Leader (Aug 2008 – Dec 2012)

 Domestic and international tour arrangement.

 Guest meeting and assistance at the airport.

 Settings and coordinate transfer schedules for guest.

 Reviewing the tour itinerary with the guest.

 Coordination between the guest and all other stakeholders.

 Arranging with the operation any extra tours or changes.

 Design brochures and invitations.


Company Details

Emeco Travel:

Egypt

N/A

Travel and Tourism

http://www.emeco.com/

Aug 2008 to Dec 2012 (4 years 4 months)

Education

BS of Tourism and Hotels in Tourism and hotels management

Education Details

BS of Tourism and Hotels

Tourism and hotels management

Helwan University, Egypt

B / Very Good / 75 - 85%

History Tourism Studies Ticketing and aviation Accounting Economy Geography English French Computer Statistics

N/A

Helwan University
2005 - 2009

Training and Courses

Training/Course Details

English Language

Jan 2007

Ministry if defense institute

I have successfully completed the advanced and conversational levels of the American Language course

Training/Course Details

Italian Language

Jan 2008

Donbosco

I have attended and completed the Italian language course at ElDonbosco institute.

Training/Course Details

ICDL

Jan 2011

YAT Center

N/A

Training/Course Details

Master of Microsoft Excel

May 2014

YAT Center

N/A

Training/Course Details

Communication and soft skills

Jul 2009

IBM

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

ArabicCC Premium Senior RepresentativeCall Center ManagementCall Center SupervisorCommunication And Soft SkillsCustomer ServiceEnglishEnglish And Italian Tour LeaderEnglish LanguageFrenchHard WorkerHuman ResourcesICDLItalianItalian LanguageLeaderLearningLogisticsManagementMaster Of Microsoft ExcelOrganizerPersistentProject ManagementReadingShoppingSocialSportsSupportTelecommunicationsTourism And HospitalityTourism And Hotels ManagementTransportationTravel And TourismTravellingVendor Management Senior SpecialistVodafone Egypt

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Italian

Italian

: Advanced

: Advanced

: Advanced

: Advanced

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Fields of Expertise

Customer Service

Customer Service

: Expert

: High

:

1-3 years

Tourism and hospitality

Tourism and hospitality

: Expert

: Extreme - I love it!

:

1-3 years

Call center management

Call center management

: Advanced

: Extreme - I love it!

:

Less than 1 year

Human Resources

Human Resources

: Beginner

: Extreme - I love it!

:

Less than 1 year

Project management

Project management

: Beginner

: Extreme - I love it!

:

Less than 1 year

Key Skills

Leader, Hard worker, Organizer, Persistent, Social

Online Presence

eg.linkedin.com/pub/ahmed-khalil/92/a08/570/https://www.facebook.com/ahmed.legizianohttps://twitter.com/Mica_Tantohttps://www.facebook.com/ahmed.legiziano

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