Ramy Shawkat Ahmad

Vodafone Egypt

• ISO Lead AuditorFull Time

  Jan 2021 - Present -4 yrs, 6 months

  Egypt , Cairo

  • Job Details:• Working with the senior management to make sure, that the area will be applying the ISO requirements in order to keep the validity of the certificate. • Created three communication channels to be able to lead, manage, and direct the needed actions, 1st channel with the senior management, 2nd with the internal project team, 3rd with the operation leads. • Definition of consultancy is the 'participation in designing, implementing or maintaining a management system' and cites examples such as the preparation of manuals and procedures, or giving specific advice or instruction towards the development and implementation of a management system. • Conduct training and awareness sessions of ISO. • Auditing an organization’s management system by applying widely accepted auditing standards, procedures, principles, and techniques
• Business Improvement Senior SpecialistFull Time

  Jan 2019 - Present -6 yrs, 6 months

  Egypt , Cairo

  • Job Details:Job description: leading various projects, in the business improvements unit in order to achieve the management vision, includes diverse activities across different sites; such as Manchester and Glasgow, Cairo, Bangalore and Budapest, including quality monitoring, business compliance, business improvement, knowledge management, and ISO 9001:2015 internal audit. ISO enrollment: - Working with the senior management to make sure, that the area will be applying the ISO requirements in order to keep the validity of the certificate. - Created three communication channels to be able to lead, manage, and direct the needed actions, 1st channel with the senior management, 2nd with the internal project team, 3rd with the operation leads. - Decided to work on an agile frame work, on 1st sprint, aiming to obtain the exact needed requirements from the senior management, agree and implement it, and to confirm on the definition of done, 2nd Sprint, working with the Operations leads to start on the pilot phase of running the new audit process, 3rd Sprint, implement the process on all the operations teams. - agreed that will train the teams within timeline of 1 month, and then a grass period for audit without impacting their KPIs - The fourth Sprint analyzing the audit results, and performing the SWOT analysis, then agreed on the objective of Sprint five and six. - Reporting to the senior management, about the project progress, and escalate any issue that may require their support. Standardized KPIs: - Collecting the initial requirements, to unify the KPIs, across all the service desks in the different sites, to achieve a globalized level of efficiency, effectiveness and increase the customer stratification. - Formatted an internal team to work on the project objectives, to create the project Docs. - Track and resolve any issue and risks that appeared, and to find a work around till it is resolved. - After 6 Month, managed to achieve the first phase of the standardized project, and 2 service desks were enrolled in the first release, and currently working to enroll additional 2 service desks. Quality Standard: - Modify and enhance the quality standards in our unit with the senior management, after collecting their inputs, collected team leaders feedback about the common issue that agents are facing, and their thoughts of resolution, agreed on the action plan and enroll the enchantment quality project. - Observed trends & make recommendations for improving work processes in the organization. - Reviewed the audit average numbers of handled cases per agent according to the quality standards. - Checking errors and failure, suggest the corrective actions and send it on spot to each agent and score sheets are submitted monthly. - Met and discussed results with supervisors to assist with the performance evaluation process. Identify advisors who would benefit from additional support and those who are exceeding. - Maintained and made available for regular review, quality reports with scores at agent and team levels. - Ensured up to date operational high quality standardized process documentation & their availability to relevant stakeholders at all times according to ISO 9001:2015 standards. - Proactively provided outstanding customer experience, minimize resources, raise productivity & increase NPS by enhancing the current operational processes. - Recommend solutions for the findings & gaps confirming that the enhancement lies in the objective of efficiency & customer experience. - Follow up on all implemented enhancements & measure its impact until the process impact & objectives are fully achieved & completed ISO 9001:2015 Certified: - It was demanded from Vodafone Group, to achieve the ISO Certificate, in order to increase the quality level among the different service desks, after confirming in scope, and it was Bangalore and Pune, I met with the senior managers in the two sites, and explained the importance of this certificate within the Vodafone strategic plan, and target. - Review the ISO requirements, and divided into tasks, and assigned a SPOC for each task, Each SPOC was responsible to follow on a mirror SPOC in each site, to confirm, that they are adapting to the agreed and needed process and SLA. - Updates from the SPOCs, and confirm on the mutual understanding for all different teams. - After 5 months, passed the ISO audit, and managed to be ISO certified, in both Bangalore, and Pune. - Currently planning for additional two sites to be ISO certified too.
• Acting As Operations ManagerFull Time

  Jan 2018 - Dec 2019 -1 yr, 11 months

  Egypt , Cairo

  • Job Details:- Due to unplanned changes in the area, there was a need for - a temporary operations manager on the operations area, Which consisted of three teams, and I was selected to act as one. - Having this top/higher operational view, and with my operational - on hands experience, I was able to solve the mailbox crises; which - was one of the biggest issues faced by the operations team, - and this was the reason behind minimizing the number of Escalations received. Along with this I was handling all the team leader task of the three teams such as; leaves, Fleet issues, team schedule, adherence and was the interface between The operations and other departments.
• Global Incident Manager / Solutions and Device Catalogue SpecialistFull Time

  Jan 2018 - Dec 2019 -1 yr, 11 months

  • Job Details:- Manage escalated cases to third line of support internally & externally. - Fully Support Incident, Problem, SLA and Change Management according to ITIL standards. - Respond to services team inquiries (GSMs, GAMs, LSMs, NAMs & customer solutions). - Coordinate parties via teleconference to resolve the issue and communicate its root cause analysis (RCA) - Agree and Align with VGE Operators, Partners and Affiliates on Portfolio Management Scope, ensuring we have a documented process and an agreement in place. - Own procedures and service level agreement with all stakeholders. - Supports new projects on boarding. - Ensure Processing Data and protecting critical and sensitive information according to ISO 27001 standards. - Participate in daily/weekly review meetings with Account managers/customers Via Skype / Lync Calls.
• Acting as team leader - GSOCFull Time

  Jan 2017 - Dec 2018 -1 yr, 11 months

  Egypt , Cairo

  • Job Details:- Responsible for training team members, setting strategy and monitoring progress towards goals. Responsible for overseeing all activities within a team, deciding how to approach tasks and develop a plan to accomplish them. Distributing information to team members and stakeholders. - Managing the day-to-day activities of the team. - Motivating the team to achieve organizational goals. - Developing and implementing a timeline to achieve targets. - Delegating tasks to team members. - Conducting training of team members to maximize their potential. - Empowering team members with skills to improve their confidence, knowledge, and communication skills. - Conducting quarterly performance reviews. - Contributing to the growth of the company through a successful team. - Creating a pleasant working environment that inspires the team
• GSOC Senior AdvisorFull Time

  Jan 2015 - Dec 2017 -2 yrs, 11 months

  Egypt , Cairo

  • Job Details:- Specialist support in on boarding of new project. - Operational SPOC for strategic customers. - Handling critical tasks as authorization management, inventory management and problem management by managing deliverables in a timely fashion with the best possible quality through integrated 3rd Level of Support
• Online Account Support AdvisorFull Time

  Jan 2014 - Dec 2015 -1 yr, 11 months

  Egypt , Cairo

  • Job Details:- Front line advisor for technical issues. - Demonstrates superior customer relations and meet quality standards. - Web chat technical advisor for UK online customers. - Identify and escalate priority issues. - Exchanges information effectively, to direct customer requests/issues/questions/complaints to the relevant teams for action (eg to activate services, solve claims and complaints, apply discounts). - Uses time proactively and efficiently to deliver on service targets, - Provides feedback and suggestions to develop and improve customer experience. - Good understanding of Vodafone products, services, systems, policies and processes in order to effectively deal with a variety of questions and customer transactions; - Effectively interacts with stakeholders where necessary, to assist with efficient query/complaint resolution; - Acts as an advocate of Vodafone, protecting the reputation by following Vodafone. - Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.
• Product OwnerFull Time

  Jan 2013 - Dec 2014 -1 yr, 11 months

  Qatar , Doha

  • Job Details:- Product owner in Doha to help assist in launching of the QMA (Culture Pass) queue. - Helping experienced practitioners expand their ability to establish a solid vision, validate their hypotheses, and ultimately deliver more value to their stakeholders. - Subject Matter Expert (SME) was responsible for cascading the operational training and work manual to the team - Providing knowledge, resources and information to support agents - Address customers concerns accurately and timely. - Assist advisors with material request and account updates - Ensuring accuracy of the content. - Coaching and training agents on improving Customer Interaction and offering advisors guidance. - Show a comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standards
• VIP Account AdvisorFull Time

  Jan 2012 - Dec 2013 -1 yr, 11 months

  Qatar , Doha

  • Job Details:- International account advisor for Qatar VIP account; acting as a front line interface with VIP customers of Vodafone companies worldwide. - Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them, across all products. - Monitor individual customer performance and ensure that bonuses, gifts and hospitality invitations are offered in accordance with business requirements. - Handle customers‘ day to day queries and complaints, including out of hours when necessary, in order to provide the VIP with personal and ‘competition beating‘ service. - Initiate campaigns that will drive activity for High Value and VIP customers, ensure that they are generated in a timely manner, results monitored and reported - Manage targets and a budget - Monitor the customer base for new VIP customer potential - Work closely with the country manager to acquire new VIP customers - Work alongside Marketing and Events teams to plan and execute events; entertain and host customers at various local and global events - Acquire knowledge of customers and build profiles including playing behaviours, interests, likes and dislikes -
• Act as team managerFull Time

  Jan 2012 - Dec 2013 -1 yr, 11 months

  Qatar , Doha

  • Job Details:- provide coaching and feedback to team members as opportunities arise to improve handling of customer transactions, escalations, and alarm handling, employee relations or other situations - Coach and mentor team members - Provide Team Member with statistical feedback. - Provide Team Member with comprehensive qualitative monthly audit feedback to include attendance updates, voice audit summaries, analysis of productivity levels against goals and summary communication of departmental and/or business news - Set a leadership example with peers and staff to develop a representative level team to improve performance. - Supervise team members and provide additional support to the Resource Desk as needed. - Provide corrective feedback to team member as necessary. - Identify, develop and support the coordination of training programs as needed. - Support the management of daily transaction time; answer rate and response time goals. - Work closely with all staff members to ensure open communication and consistency or work flow. - Accept supervisory calls including customer/dealer problems and take appropriate action
• Account AdvisorFull Time

  Jan 2011 - Dec 2012 -1 yr, 11 months

  Egypt , Cairo

  • Job Details:- Provides technical support to users by researching and answering questions; troubleshooting problems; maintaining workstation and LAN(Local Area Network)performance. - Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps. - Improves client references by writing and maintaining documentation. - Participates in development of client training programs by identifying learning issues; recommending instructional language. - Accommodates client disabilities by recommending devices and techniques. - Avoids legal challenges by monitoring compliance with service agreements. - Improves system performance by identifying problems; recommending changes. - Updates job knowledge by participating in educational opportunities; maintaining personal networks. - Accomplishes information systems and organization mission by completing related results as needed.