Ahmed Seif

Experience

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  Sheraton Hotels & Resorts

  Jan 2009 - Oct 2009

  Front Desk Receptionist
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  Oman Air

  Jan 2010 - Apr 2010

  Sales and Marketing Coordinator
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  Red Sea Tours Group

  May 2010 - Apr 2012

  Tour Leader
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  CIB Egypt

  May 2012 - Apr 2014

  Performance figures during period of CIB Punctuality:Product : AIG insurance (Family Protection)Productivity: - Always exceeding the set targets. - I share in injecting new comer with the required skills and info. - I always the 1st winner in our department contest. - I've managed to achieve total value of 1091L.E one shot ((P.S the normal daily target per day is 275L.E)). - My name was always the top between my team in the (( Bancassurance daily report - Highest performing Branches and Zones )). - My mind is not limited to our script only as I succeeded in comparing between Bupa international and Family Protection insurance, and that gave me and my team the talent to handle such type of cases and convince the customers. Show less

  • Personal Banking Division

    May 2013 - Apr 2014

  • Bancassurance Team Leader

    May 2012 - May 2013
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  Careem

  Jan 2016 - Apr 2020

  Directing and Supervising the Main Global L2 team who are supporting all Careem LOBs all over the globe in more than 13 countries/73 cities in more than 5 languages in the MENA region that improved significantly overall FCR, IR, contact rate, customer satisfaction, quality, and attrition rates. Launched and managed directly Main back office for care team who are taking care of quality supply (captain’s violations) cases in Egypt, and remotely Gulf area teams, combined headcount of 11 employees, fulfilling business requirements and achieved set business targets in a 24/7 challenging environment. Even we succeeded to handle the API queue contain half-million lost tickets in less than 6 months. Show less Created and led the knowledge base for the care team by 12 SME members who were highly skilled in developing the content of the knowledge and any new updates, in order to cascade it with the L1 agent on daily bases to ensure that the care team is delivering the corrective information to our customers.I was responsible for the nesting phase in CAREEM Care starting from 25 to wave 113 (Each wave combined headcount around 20 newcomers per week) in order to prepare them for the live stage with the customers. During this period, I succeeded to create the 30-60-90 days training program to track the new commers performance during the probation period. Show less

  • Operations Supervisor L2 & Engineering support.

    Jan 2017 - Apr 2020

  • Operations Team Leader SME & Nesting phase.

    Jan 2016 - Jan 2017
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  Kazyon

  Apr 2020 - May 2021

  Service Delivery & CX Manager

  Managing VOC - Social Media Listening, Monitoring, and ModerationManaging CRM developing and reporting Managing the LMS of the customer service LOBs. Responsible for providing a productive and motivating working environment, and addressing any issues/disputes from customers or clients. As a Customer Service Manager, I'm responsible for: - Delivering a comprehensive service to inquiring customers.- Possibly delegating certain customer inquiries to specific teams- Managing a large number of incoming calls and emails- Managing customers’ accountsKeeping a record of customer interaction and details of actions taken- Communicating with internal teams to discuss sales targets- Generating sales leads, building sustainable relationships where necessary- Reporting back on resultsAchievements: Established customer service inhouse model for the company:- Recruiting: Hired and managing a customer support team of 22 including (voice queue, social media moderators, loyalty support, and delivery distributers).- Training: Created and started the training and development system for the newly hired with the needed skills, knowledge, tools.- People: created the KPIs system to recognize and take action with the team performance.- Monitoring: the queues and team performance on a daily, weekly, and monthly basis.- Evaluating: business objectives from the voice of the customer.- Communicating: with the stakeholders and company senior management team all the updates rased by and to our customers.- Technology: Succeeded to acquire the perfect tools to enhance our customer support team (3CX for calls - Crowd analyzer social media listing tool, and Hootsuite the social media queueing system) Show less

• 

  DiDi

  Jun 2021 - now

  Stakeholder management:-Implement VoC process in each business line following global guidelines -Execute 3C program in each business line following global guidelines + Be the responsible for internal communications of CX in the business line and bring business information to CX structures by reports, meetings and others-Be the main PoC and driver experience initiatives locallyBusiness Continuous Improvement:-Define Business line Experience strategy and KPIs-Analyze business and experience KPIs-Track all the key projects that impact experienceService Continuous Improvement:-Define Service strategy (including services, channels, SLAs, policies)-Track all the key projects that impact service-Implement global projects in a smooth way- Make continuous improvement applying experience principlesSOP design:-Design the better flow accomplishing local regulation, policies, taking care of experience excellence and principles- Use methodologies guided by CX Ops CoE to build the processes- Be the connection with Content team to materialize the proceduresProcess Implementation:-Implement the processes and projects -Appropriate measurement and control mechanisms -Implement global projects in a smooth way Show less A trusted advisor for customer centricity and process improvement. Measure, monitor and continuously improve the user experience working in partnership with Direct Channels across the globe. Drive customer satisfaction by enabling the support teams to be the best in what they do. Improving efficiency to ensure the teams are well placed to provide Service Excellence, thereby increasing customer satisfaction as demonstrated by agreed metrics.KEY TASKS / ACCOUNTABILITIES- Work with global teams to ensure customer-centric measures are developed and used to drive improvements- Root cause analysis and process improvement to eliminate issues causing customer dissatisfaction- Project manage regional and/or process-specific projects to a successful conclusion- Drive Centricity through the supply chain to improve the CSAT – aligning CX with Operational efficiency- Use customer insight to design, develop and deploy solutions that enhance the customer experience- Deliver training and support colleagues in their development journey- Provide case management service for escalated channel issues, with fast quality responses- Develop knowledge articles to optimise “self-help” within the channels Show less

  • Strategy Experience Manager

    Jul 2022 - now

  • User Experience Manager

    Jun 2021 - Jul 2022