AHMED GAMAL IBRAHIM

ELDWAIK

CONTACT DETAILS

Email: adb30f@r.postjobfree.com

Phone: 010********

Linkedin:

https://www.linkedin.com/in/ah

med-gamal-el-dwaik-

6599a3150/

OBJECTIVE

To achieve high carrier growth

through a continuous learning

process and keep myself

competitive with the changing

scenario of the world.

To work hard with full

determination to achieve

organization as well as

personal goals.

To seek challenging assignment

and responsibility, with an

opportunity for growth and

career advancement as a

successfully achievement.

Secure a position with a leading

organization that will lead to a

long-term career relationship.

PERSONAL

INFORMATION

Language: Arabic Fluent English

(Writing & Spoken)

Personal information:

Address:

4101 Building, clinic Street. Zahraa Nasr

city

Age: 26 years.

Military status: completed

WORK EXPERIENCE

Customer Service support at Vodafone UK from [01/03/2013 to 31/12/2013] Performance Manager at Vodafone UK from [01/01/2014 to 30/06/2014] (on loan) Setting clear and stretching performance goals (NPS, AHT, Quality) for the newcomers. Creating an environment where my team members are motivated and engaged through effective communication. Briefing.

Meetings.

Quality & NPS monitoring.

NPS Coaching.

Operation Team Lead at Convention Housing Planners Travel agency located in Maryland USA from [01/07/2014 to 10/07/2015]

Training the newcomers about the customer service skills. Phone etiquette coaching for the Inbound & Outbound calls. Overseeing the attendance for the team and scheduling their breaks. 1:1 meetings.

Customer Service Adviser at Orbit Showtime Network Middle East and North Africa [15/7/2015 to 15/10/2015] Corporate Support at Vodafone Enterprise United Kingdom [5/12/2016 to 13/5/2017] Collection officer at Accelerated DME Recovery a medical care provider located in New York [From 15/5/2017 to 1/11/2017]

Account manager at Uber Eats MEA [From 5/11/2017 to 30/06/2018] Quality Assurance Coach& Auditor at Uber [From 01/07/2018 to 31/03/2019] Quality Assurance Team Lead at Uber Eats EMEA (Acting as) [From 01/04/2019 to present] Monitor quality reviews of customer support interactions throughout. Multiple support channels email, phone support and live chat. (COE &BPO). Deliver quality insights and deep dive and analyze to find trends and root causes of errors to give feedback to stakeholders on weekly bases.

Create projects to improve the support quality, site calibration, BPO calibration. Meeting with support teams on weekly bases to share insights from review results. Weekly coaching sessions for the support team members individually. Creating quality assessments for the promotions.

Leading the calibration and alignment meetings for (BPO &COE). Assigning the audit queue for the quality auditors. Train the new Uber Eats quality assurance members. COURSES

Six Sigma: Green Belt from Project Management Institute PMI. SPSS statistical package for the social sciences [a software package used for logical batched and non-batched statistical analysis] Ain Shams University.

Excel 2016: Advanced Formulas and Functions [Lynda]. Sales: Customer Success [Lynda].

Coaching Skills for Leaders and Managers [Lynda].

EDUCATION

Graduated from Ain Shams Academy. 2015.

Major: Marketing & foreign trade.

Bachelor degree.

SKILLS

Excellent analytical skills.

Microsoft Word, Microsoft Excel, Power Point, Google sheets, Google slides. PCs and network troubleshooting skills.

Account Management.

Negotiation skills.

Salesforce.

People Management.

Customer Relationship Management.

Ability to work under pressure and handling several tasks efficiently. Have the ability to work as an effective part of a team. Have the ability to explain complicated issues in a simple and basic way. Very fast typing skills (English & Arabic).

Coaching.

Monitoring.

Marketing.

Team Management.

Technical Support.

Quality Management.

Time Management.

Organizational skills.

Contact this candidate