Ahmed Bondok

Experience

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  Egyptian Gulf Bank

  Jul 2003 - Aug 2003

  Internship
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  PETROJET

  Jun 2004 - Aug 2004

  Internship - International Procurement
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  Vodafone

  Nov 2005 - Jan 2022

  Responsible for Vodafone UK's consumer pay monthly care, complaints, & special projects, as well as 100% of MVNO customer care for Tesco & Talkmobile, held an extended responsibility as site lead/manager for Alexandria throughout launch and ramp up.Key Achievements:- Orchestrated, implemented, and managed the organizational transformation for Vodafone Shared Services in Alexandria from 1 small site with less than 250 employees, to 2 prime sites with a 1000+ employees scale along with all relevant management maturity and growth, exceeding very stretched timelines.- Lead the newly created Alexandria business to be the best in class site for Vodafone UK strategic businesses, and the preferred destination for expansions based on exceptional First call resolution rates and Customer NPS scores.- Managed to create full role succession and management maturity through local capability in only 18 months including personal succession, requiring no external talents for business continuity.- Created 2M+ EGP of annual savings through vendor efficiency management practices and capacity planning optimizations.- Directly managed responsibilities for the local vendor in Alexandria for c. 5 years towards success in resourcing, expansion, facility management & invoicing, currently leading the transformational model to manage the city in house. Show less Directly responsible for multiple service line's operations within Vodafone UK's customer services, in addition to numerous extended responsibilities and special projects.Key Achievements- Best Global NPS Award winner for 2013 across all operational units for Vodafone UK billing and charging.- Chosen as the Vodafone UK Hub Lead for billing & charging testing and implementation for a new CRM model, providing recommendations, consultancy, and support on go/no go decisions.- Best Cost Saving methodology to track and optimize efficiency leading to cost savings of c. 100k $ annually.- Designed & implemented “CTMS” tool for automated real time performance analysis and business insights.- Designed multiple stack ranking/appraising models to assess and present employee performance, effectively participating in uplifting employee performance further to a leading position across vendors.- Lead a temporary additional responsibility of managing intra-day capacity planning teams to ensure SLs fulfillment along with providing agreed levels of external customer satisfaction.- 1000+ hours of training delivery for peers and employees, focusing on coaching, people development, soft skills, and performance management. Show less Responsible for a contact center team of 15 advisors, working across multiple service lines for Vodafone UK's customer service.Key Achievements- Implemented a team initiative focusing on employee knowledge & case resolution that improved call back propensity by 8% points.- Initiated a cross function program between operations & training aiming to uplift newcomer’s performance, enhancing glide path speed to competency by +15%- Multiple awards for performance consistency and performance excellence.- Designed “Efficiency Optimization Techniques” best practice award winner and achieved cost savings and increase revenues of c. 35k $ annually. Show less Managed top National Enterprise accounts, in addition to the petroleum & financial multinational corporations.Key Achievements- Shifted 2 dissatisfied customer lost to competition to an exclusive customer to Vodafone with 100% customer satisfaction through synchronized internal services and offered added value products.- Created new modules for bad debt amortization with enterprise customers who have failed to finalize their payment and enabled saving 4% of the total annual billing volume of those customers.- Successful delivery on the merger of 2 major banking accounts, delivering a further 0.6M $ of growth.- Monitoring and preemptive management of fraudulent activities from one of the accounts, resulting in saving 0.6M $ in expected bad-debts and court charges.- Partnered with a major banking firm to provide connectivity solutions to support their rapid expansions in a 0.5M $ business deal by providing top of the line technology and customer service package.- Multiple performance awards. Show less

  • Global Service Delivery Senior Manager, _VOIS

    Sept 2016 - Jan 2022

  • UK Service Delivery Operations Manager

    Oct 2011 - Sept 2016

  • UK Contact Center Team Manager

    Jul 2008 - Oct 2011

  • Senior Enterprise MNC & Key Accounts Manager

    Aug 2007 - Jun 2008

  • Senior Enterprise MNC End User Call Center Representative

    Jan 2007 - Jul 2007

  • Call Center Representative

    Nov 2005 - Jan 2007
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  Amazon

  Jan 2022 - now

  MENA Seller Growth Senior Manager

  Responsible for regional shared service teams working towards multiple projects/levers of seller success and growth across MENA and Turkey.Key responsibilities:- Established robust and scalable processes to execute and manage several projects implemented for Amazon Sellers, working with Business Teams across the globe, driving the strategic planning of seller growth enablers.- Participated in planning meetings to understand the growth strategy and provide inputs where needed, owning relevant org planning & P&L, gathering ideas across the table to improvise existing services within the local group.- Worked with respective WW stakeholders to understand business needs and drive initiatives/proposals. Conducting constant reviews for projects & streams owned up to C-level stakeholders.- Managing expectations of multiple stakeholders and negotiating buy-ins to drive projects across multiple locales.- Serving as senior-leaders’ point of contact for escalated contact resolution of a senior nature for complex problems.- Managed and drove financials, staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, compliance, automation & digitalization, projects and other Change/Kaizen initiatives as required.- Consolidated experience working with the Amazon tools developed for Sellers and liaised with the technology teams to drive improvement of these existing tools and the development of new ones.- Provided individual coaching feedback sessions, and weekly region-wide connects that focus on improving customer satisfaction – Sales Specialists and the Seller community.- Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.- Provided people leadership for employee’s growth & development, setting priority, driving motivation & engagement for employees. Show less

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  Freelance

  Jan 2025 - now

  Management Consultant

  A dynamic General Management & Operations executive, with over 20 years of leadership experience across e-commerce, telecommunications, and shared services. Ahmed has managed teams of 1,500+ employees across the globe, overseen $25M+ annual budgets, and driven $15M+ in annual sales while achieving annual savings of over 10M EGP through process improvements.With 1,000+ training hours & 6,000+ coaching hours, Ahmed is a proven leader in people development and renowned for transforming operations and delivering measurable results. His expertise spans customer experience, digital transformation, process optimization, strategy and general management, with corporate, consulting & advisory experience across Telco, BPOs, Shared services, Banking, Retail, Automotive, Real estate brokerage, and E-commerce among others.Ahmed combines strategic vision with operational excellence to deliver sustainable growth and exceptional outcomes. Show less