Ahmed Nouraldeen

Experience

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  KFC

  Jan 2010 - Jan 2012

  Captain Waiter
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  Tartino

  Jan 2012 - Jan 2017

  Assistant Restaurant Manager

  Assisted the Restaurant General Manager in managing the daily operations of a high-volume quick-service restaurant.Filled in for the Restaurant General Manager, taking on leadership responsibilities and managing a team of 20+ employees duringtheir absence.Assisted in selecting, coaching, training, and developing Team Members, resulting in a 10% increase in productivity among therestaurant staff.Directed and assigned work to ensure efficient operations and timely service, contributing to the smooth running of the restaurant.Created a positive work environment that led to a 15% decrease in employee turnover, showcasing your ability to foster employeesatisfaction and retention.Expedited food service and assisted with food preparation during peak hours, ensuring that customers received prompt and highquality service.Ensured high levels of guest satisfaction, maintained food quality standards, and upheld restaurant cleanliness, resulting in a 20%increase in customer ratings, highlighting your commitment to delivering an exceptional dining experience. Show less

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  Vodafone

  Jan 2017 - Jan 2020

  Customer Service Representative

  Handled a high volume of inbound and outbound customer and pizzeria calls, resulting in improved customer satisfaction andincreased sales.Provided world-class support to customers and partners, resolving inquiries and complaints in a timely manner.Managed email communications, ensuring accurate and informative responses.Made decisions on refunds and promo codes, balancing customer satisfaction and company policies.Achieved the highest customer satisfaction rating in the company for three consecutive quarters, demonstrating your dedication tocustomer service excellence.Assisted in implementing a new customer management system, resulting in improved efficiency and demonstrating your ability tocontribute to process improvements.Elevated to the position of on-loan Floorwalker for a duration of 12 months, delivering training sessions to new recruits andachieving a substantial 60% enhancement in overall performance.Advanced to the role of on-loan Subject Matter Expert (SME) for a period of 6 months, meticulously analyzed customer satisfactionfeedback spanning three quarters, and formulated effective solutions and enhancements that resulted in a notable 19% increase incustomer satisfaction.Promoted to on-loan Customer Experience for a 3-month tenure, spearheading the launch of Egypt's inaugural web chat account.Subsequently, appointed as a WebChat Technical Trainer for candidates in India, a role that contributed to an impressive 42%boost in overall performance and a remarkable 33% increase in customer satisfaction, prompting the establishment of newperformance benchmarks. Show less

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  Sutherland

  Jan 2020 - Jan 2021

  Subject Matter Expert

  Subject Matter Expert | Sutherland AT&T Account, AlexandriaManaged a team of 15 Customer Support Representatives, providing technical assistance and resolving customer issues foraccounting software users. Contributed to a 15% decrease in customer service escalations by implementing proactive supportmeasures.Developed and delivered training sessions to new hires, resulting in a 25% improvement in average call handling time, showcasingyour ability to streamline operations and improve efficiency.Implemented a knowledge base system, leading to a 20% reduction in average response time for customer inquiries, demonstratingyour commitment to enhancing the customer experience.Introduced a new training program, resulting in a 20% increase in agent productivity, highlighting your ability to drive performanceimprovements within the team.Developed and implemented a call quality monitoring system, resulting in a 15% reduction in customer complaints, underscoringyour focus on ensuring high-quality customer interactions.Created and implemented a customer feedback survey, resulting in a 10% increase in overall customer satisfaction, reflecting yourdedication to improving the customer experience.Collaborated with the product development team to identify and resolve software bugs, resulting in a 10% decrease in customercomplaints, showcasing your ability to bridge communication between teams and enhance product quality. Show less

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  Talabat

  Jan 2021 - Jan 2021

  Customer Experience Specialist

  Led a team of 20 Customer Experience Specialists, providing world-class support experiences. Fostered a high-performanceculture that resulted in increased customer satisfaction rates by 20%.Implemented a new training program that led to a 30% decrease in average resolution time for customer issues, improving theefficiency of customer support operations.Developed and executed a customer feedback survey, resulting in a 15% increase in overall customer satisfaction. This initiativedemonstrated a commitment to continuously improving the customer experience.Implemented a performance management system that led to a 10% improvement in team productivity, showcasing your ability todrive results and optimize team performance. Show less

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  3S POS

  Jan 2021 - now

  Senior System Support Analyst

  Providing comprehensive IT support, troubleshooting hardware and software issues, and ensuring optimal system performance,resulting in enhanced client satisfaction and minimal downtime.Managing and resolving technical support tickets promptly within agreed SLAs, optimizing service efficiency and consistentlymeeting or exceeding client expectations.Performing hardware and software installations, configurations, and upgrades for over 1000 Client Tills, contributing to a morerobust and efficient IT infrastructure.Developing documentation and offering training to clients on system usage and best practices, empowering users and reducingtheir reliance on support requests.Streamlining system interactions by performing integration processes between software and aggregators/delivery platforms/onlinepayment/card machines, improving overall operational efficiency.Collaborating with cross-functional teams to implement IT projects and upgrades, strengthening network security and optimizingsystem functionality.Oversaw Epos Databases using SQL Enterprise and executed troubleshooting and adjustments as needed.Developed SQL queries to keep Epos databases up-to-date.Administered Epos software and databases on remote servers, collaborating with FastHost and Contabo companies.Authored a Software Manual that not only enhanced the customer usage experience but also expedited customer support issueresolution by serving as a valuable knowledge base Show less