Ahmed Abed

Experience

• 

  ITWorx

  Apr 2004 - Nov 2007

  Software & ASP.net Senior Developer

  - Consistently achieve weekly, monthly, and quarterly targets. - Conduct regular client meetings to ensure high levels of satisfaction and address feedback promptly.- Identify and explore new business opportunities and potential areas for growth.- Execute strategic plans for application and program deployment, ensuring alignment with business objectives.- Outline critical tasks and functionalities that applications must accomplish to meet business and client needs.- Define the structure and architecture of each required application and software, ensuring optimal performance and user experience.- Expert in C#, C++, Visual Studio, Java, SQL, XML, COM+, and ASP.NET (desktop, web, and mobile application development).- Design, develop, and manage databases tailored to customer requirements using the latest programming tools.- Enhance existing program models to align with client objectives, incorporating updates and new functionalities as needed.- Implement message queuing systems to efficiently manage and store application communications.- Develop and deploy services and functions that fulfill defined operational requirements and business logic.- Provide ongoing support to clients, resolving any software or application issues to maintain efficiency and performance.- Escalate, troubleshoot, and resolve any bugs or issues reported by clients, ensuring timely updates and fixes. Show less

• 

  Vodafone

  Nov 2007 - now

  -Leadership & AccountabilityLead and manage Vodafone Egypt's Gated Community customer support operations, ensuring seamless delivery of complex products and services, including Triple Play-Strategic Alignment & KPI ManagementDrive departmental strategy and key performance indicators (KPIs) aligned with company objectives to achieve superior service delivery.-Technical Support LeadershipOversee and lead the 1st and 2nd line technical support teams, ensuring efficient and effective resolution of issues related to Smart Home, Gated Community Triple Play,and other advanced technologies.-Stakeholder EngagementAct as the primary liaison with all stakeholders—technology partners, hardware vendors, system providers, and developers—to translate business requirements into successful implementations, enhancing the overall customer experience.-Escalation Management & SLA OversightDevelop and manage escalation protocols and support models to ensure smooth operations, with a focus on maintaining high service level agreements (SLAs) with vendors, developers, and technology teams.-Site Operations ManagementLead and manage Vodafone GC sites, ensuring continuous service availability and optimal customer satisfaction across all locations.-Product & Solution LeadershipDrive the deployment and management of critical telecommunications solutions-Wholesale & Project LeadershipSpearhead wholesale projects and fixed-line solutions within gated communities, ensuring end-to-end customer support and a seamless customer journey.-Resource & Budget ManagementOversee staffing, budgeting, and leadership of customer support teams, 2nd line engineers, onsite engineers, site managers, and field technicians, ensuring optimal performance and resource allocation.-Data Center & Technical ManagementOversee the management of data center systems, including passive technical data for each compound, and develop a comprehensive activation/support database for compound topologies. Show less Lead and manage the Vodafone Gated Community Support team, including in-house and onsite engineers, and site managers, ensuring optimal service delivery. Oversee E2E management of complex products such as STTH,Triple Play and IPTV services. Set departmental strategies and KPIs aligned with company objectives. Provide first and second-line technical support for complex products, including 4G, xDSL, Smart Home solutions, and FTTH. Act as the primary liaison with stakeholders (Technology, Retail, Commercial, Vendors, Sales, and Developers) to capture business requirements and oversee E2E implementation.Establish escalation matrices, support models, and service management processes, ensuring compliance with SLAs across all partners. Manage the relationship with Telecom Egypt for fixed and gated community issues. Oversee data center systems and passive technical data for compounds, maintaining the activation and support database with compound topologies. Lead the Gated Community 2nd Line Support Team, overseeing activation and retention functions, and manage OLT systems and performance to ensure site and customer uptime.Drive product and solution management for OLT, MxU, FTTX, GPON, xDSL, STTH, IPTV, VOIP, and data center monitoring systems. Handle VIP complaints related to broadband, fixed connectivity, and triple play services, ensuring E2E ownership by onsite staff until resolution. Lead wholesale projects for gated communities and fixed services. Head the Gated Community Squad, fostering collaboration and innovative service solutions.Manage staff budget, hiring, and team management of customer support, 2nd line, onsite engineers, site managers, and field technicians. Use data analysis to enhance customer and commercial processes, ensuring exceptional customer experience. Manage KPIs, complaint resolutions, and customer experience metrics to ensure targets are met. Serve as Vodafone Egypt's SPOC with the Group for new gated community projects and fixed services. Show less 1. Manage VFE Fixed and Data Premium/Platinum customers, overseeing inbound support and complaint resolution.2. Lead the business solutions, IoT, FTTH, and Fixed Data support teams to deliver exceptional service.3. Oversee VIP and premium customer complaints related to data and fixed services, ensuring end-to-end resolution.4. Drive business management and development initiatives to support growth and operational excellence.5. Act as the Data & Fixed Real-Time Management (RTM) and Service Level (SL) manager, ensuring targets are met.6. Manage vendor and stakeholder relationships, serving as the technology SPOC for inbound vendor management.7. Address VIP and CEO-level data and fixed service demands, ensuring priority handling and swift resolution.8. Oversee Vodafone Technical Support for onsite, gated developer, premium/platinum segments, triple play, ADSL Pro, and IoT users.9. Ensure a consistently high standard of service for top data customers, delivering an excellent experience in every interaction.10. Conduct quality monitoring to ensure the team meets and exceeds customer expectations and requirements.11. Ensure Vodafone Data & Fixed Support Teams achieve TNPS (Transactional Net Promoter Score) and First Time Fix (FTF) targets for all inquiries.12. Manage team performance to optimize productivity and maintain service excellence. Show less 1. Oversee the management of VFE Data Call Center operations.2. Manage team performance to ensure the achievement of departmental goals.3. Set strategic goals and targets for team members, aligning with company objectives and vision.4. Ensure the effective and efficient day-to-day performance of High-Value Representatives.5. Develop and monitor individual development plans for team members to achieve agreed-upon objectives.6. Analyze daily team performance metrics to identify areas for improvement.7. Optimize staff utilization to enhance productivity and service delivery.8. Drive business management and development initiatives to support overall growth.9. Identify operational improvement opportunities and collaborate with employees to implement enhancements.10. Ensure alignment between company goals, values, and the continuous improvement of data customer experience.11. Promote the Vodafone Way, fostering alignment between team members and company values.12. Collaborate with HR to support the hiring process for all partners, ensuring effective onboarding of new data products and policies through the implementation team.13. Provide support and guidance to team members in managing challenging customer interactions, offering empowerment, alternatives, and solutions.14. Responsible for communicating and cascading departmental strategies, initiatives, and company objectives to outsourced agents regularly. Show less - Conduct continuous analysis and comparison of actual historical data versus forecasted data to assess forecasting accuracy.- Prepare detailed graphical and tabular analyses, maintaining backup files and comprehensive reports for reference.- Prepare budgets and manage expenditures to ensure financial efficiency.- Act as a liaison between communities, developers, government entities, and business stakeholders to facilitate project progress.- Communicate effectively with managers, supervisors, and colleagues throughout the project lifecycle to ensure alignment and coordination.- Ensure balanced distribution of calls and schedules, optimizing call center staff utilization for maximum quality and efficiency.- Manage relationships with outsourced vendors, providing recommendations for hiring based on workforce needs (WFN).- Present development proposals to government agencies, advocating for project approvals and support.- Develop both ad-hoc and standard reports, including data extraction, analysis, implementation, automation, quality assurance, presentation, and distribution.- Analyze data trends and create supporting documentation for all reports, ensuring clarity and insight.- Leverage knowledge of workforce management tools (IEX, CC Pulse, PBX, Brio, Call Flash, Tardiness Report, etc.) to optimize operations.- Forecast contact volume and staffing requirements to meet target service levels (SL).- Monitor daily call center performance, making real-time adjustments to meet response time and service quality goals.- Collaborate with call center management to provide strategic advice, enhancing customer satisfaction levels.- Meet deadlines with accuracy and maintain high-quality standards in delivering required reports (e.g., Staff Plan, WFN, Daily and Monthly Analysis). Show less - Ensure effective skill assignments to achieve SLA targets and operational efficiency.- Implement queue prioritization in alignment with management agreements, ensuring optimal workflow.- Monitor business rules for queue management, promptly reporting any deviations.- Ensure seamless multi-site operations, addressing any connectivity or coordination issues.- Adhere to established support models in line with service level needs and management directives.- Apply crisis management policies during outages, assessing and mitigating impacts across time zones, network disconnections, and other disruptions.- Professionally manage internal inquiries, providing timely support to staff.- Oversee campaign management to maximize resource utilization and efficiency.- Promptly report any abnormal behaviors or operational anomalies to top management.- Identify and escalate routing issues or increased support center loads due to technical problems to relevant teams to minimize impacts.- Optimize the use of available staff, ensuring efficient resource allocation.- Ensure all scheduled activities align with actual performance, accurately reflecting on shrinkage metrics.- Monitor seating arrangements per the seating plan, addressing any issues that may impact staff availability.- Analyze customer support performance and report findings to enhance service quality.- Ensure timely availability of all reports for top management review.- Accurately develop weekly and monthly staffing plans to identify gaps and optimize resource allocation. Show less - Consistently achieve service level targets and KPIs to maintain high standards of performance.- Deliver exceptional service, support, and administration to ensure top-tier customer satisfaction for Vodafone's high-value clients.- Serve as the primary point of contact for high-value customers, ensuring personalized attention and support.- Maintain full ownership and accountability for resolving all issues faced by high-value customers.- Provide outstanding customer service with both generalist and specialist support capabilities, ensuring a superior experience at all times.- Proactively offer solutions to challenges encountered in the daily use of our products and services.- Organize training courses and seminars to educate customers on new products and services, enhancing their user experience.- Collaborate with other departments to ensure continuous updates and improvements in information technology and service delivery.- Manage all tasks related to handling top customer complaints, escalations, and Vodafone One program responsibilities.- Utilize senior-level expertise to handle customer escalations and resolve issues promptly, maintaining high service standards. Show less

  • Gated Communities Operations Manager

    Aug 2024 - now

  • Fixed & Gated Community Senior Supervisor

    Jan 2019 - Aug 2024

  • Data & Fixed Premium & Platinum Senior Team leader

    May 2016 - Jan 2019

  • Fixed & Data Technical Support Team Leader

    Jul 2013 - May 2016

  • Scheduling & Planning Development Senior Analyst

    Oct 2011 - Jul 2013

  • Workforce & Staffing Senior Analyst

    Jun 2009 - Oct 2011

  • Premium & Platinum Care Senior Executive

    Nov 2007 - Jun 2009