Ahmed Ragab Ibrahim

Experience

• 

  Vodafone

  Mar 2011 - Jan 2013

  Customer Service Specialist

  - Managing incoming calls and customer service inquiries- Generating sales leads that develop into new customers- Identifying and assessing customers’ needs to achieve satisfaction

• 

  OSN

  Jan 2013 - Jan 2020

  • Manage daily operations for 10 teams with a total of 205 employees & 10 team managers in 2 sites to ensure achievement of monthly, quarterly and annual targets.• Plan, assign and monitor work tasks for optimum team efficiency, Identify and address development needs • Set and implement customer service policies and procedures with the customer success team• Create and develop all the customer service reports, dashboards and KPIs• Reduce the operations cost by introducing a new automation, raising productivity and enhancing the first call resolution. Show less • Manage, lead and develop a team of 22 customer service associates to ensure achievement of monthly, quarterly and annual targets.• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.• Provide statistical and performance feedback and coaching on a regular basis to each team member.• Available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. Show less

  • Customer Service Manager

    Apr 2016 - Jan 2020

  • Customer Service Team Manager

    Jan 2014 - Mar 2016

  • Customer Service Representative

    Jan 2013 - Jan 2014
• 

  Dubizzle

  Jan 2020 - Apr 2021

  Customer Operations Manager - OLX Group

  • Manage all the Call Center activities including Customer Service, Content Moderation and quality team (Inbound, Outbound, Email, Chat & Social Media)• Set and implement the long-term vision, values and strategy for the customer service, content moderation and investigation teams in line with the overall company strategy.• Liaise with the product team to regularly enhance the product based on customer feedback as well as internal UX testing.• Develop reports about customer Insights with the Root Cause Analytics to identify company-wide improvements and present these to the Board/Senior Stakeholder Peers.• Reduce the operations cost by introducing a new automations, raising productivity and enhancing the first call resolution. Show less

• 

  Amazon

  May 2021 - now

  • US - Supply Chain Planning Manager

    May 2024 - now

  • Regional Program Manager - MENA Marketplace

    Oct 2022 - now

  • Regional Operation Manager - MENA Marketplace

    May 2021 - now