Customer Success Quality Assurance

Ahmad Abu Helwa

Mobile: (971-**-*******

*.********@*******.***

PROFESSIONAL SUMMARY

support, and operational efficiency across leading technology and automotive sectors. Proven ability to build and maintain strategic client partnerships, resulting in increased product adoption, customer retention, and revenue growth. Skilled in optimizing workflows, leading quality assurance initiatives, and implementing process improvements that reduce operational costs and enhance productivity. Strong leadership in training and mentoring teams to elevate technical competencies, driving business transformation and ensuring long-term client satisfaction.

CORE COMPETENCIES

• Customer Success Management

• Technical Support Operations

• Key Account coordination

• Process Improvement

• Cloud Computing (SaaS)

• Colleague/Customers Education

• Stakeholder Relations

• Conflict Resolution

• Team Leadership

PROFESSIONAL EXPERIENCE

Jan 2017 – Current. Apple Inc.

Cultivated strategic relationships with key clients, serving as the primary technical point of contact and trusted advisor to align Apple solutions with their strategic business objectives.

Identified opportunities for account expansion by keenly understanding clients' evolving needs and introducing innovative Apple products or services to drive a business impact and maintain a long-term partnership.

Troubleshooted/triaged and repaired various Apple products and provided insightful advice and swift resolution to customers' technical problems.

Successfully designed, and executed tailored learning programs to enhance client engagement, training effectiveness, and operational excellence

Provided individual and group education to team members Apple products, as well as mentorship to the technical team.

Key Achievements

• Maintained a 100% Net Promoter Score (NPS) by fostering customer trust in Apple a skilled expert by troubleshooting and repairing products

• Drove down Mac Repair times in calibration with leadership, resulting in 60% of Macs being ready the next day and an overall reduction in turnaround time by three days. Jan 2015 – Dec 2016 Cubic Art – Pixels Co.

Field Operations Manager, Fleet Management

Initiated and developed a comprehensive vehicle operations control and monitoring system from scratch, driving the project from conception to successful implementation.

Created and executed a thorough validation plan that ensured robust field performance of the vehicle fleet across various cities in Saudi Arabia. Customer Success Manager

Accomplished Customer Success Manager with over a decade of experience driving customer success, technical

Designed and implemented a reporting framework that provided critical operational management information by defining processes, collecting, and analyzing data with multiple reporting systems.

Formulated Vehicles Operational plans tailored to control system requirements, identifying and addressing areas for improvement, and successfully implementing effective solutions. Key Achievements

• Successfully deployed a control system across multiple cities in Saudi Arabia, streamlining fleet management and improving operational efficiency by 25%.

• Led training sessions for team members, resulted in approved accuracy in monitoring operations. Feb 2014 – Nov 2014 Al Tayer Group

Quality Assurance Executive,

Improved integrated Quality Assurance Management System through store visits, ongoing review of process, recommending improvements and ensuring a consistent point of reference to maintain expected quality standards.

Led improvement projects and initiatives identified through surveys, customer complaints, conducting audits, that continuously improve the processes, systems, staff motivation levels and the work environment.

Performed trend study and root cause analyses of the data that are gathered from various process/ performance measurements and statistics of incidents and recommended corrective and preventive actions.

Key Achievements

• Conducted quality audits across retail stores in UAE, Kuwait, and Bahrain, leading to a 10% increase in compliance with company standards.

• Played a key role in developing Standard Operating Procedures (SOPs), improving process consistency, and reducing quality-related incidents by 20% March 2012 – Oct 2013 General Motors

Field Test and Validation Engineer

Led engineering HW testing process in the Middle East, including:

* HW development testing: execute test procedures for each HW release to debug and ensure that design specifications are met; report HW failures & follow up through resolution in next releases.

* HMI testing: execute validation procedures for Arabic Speech Engine, Arabic translations and HMI layout, to ensure a quality output that meets customer expectations.

Planed field testing activities of OnStar HW in vehicles for different cycles according to program time frame.

Designed and developed test case outlines and test procedures for the tracking system and any new features

Ensured proper functionality and services of OnStar device with different vehicle radio models, using different SW’s like QXDM and OCCSim.

Gathered, interpreted, and analyzed complex data after each testing cycle Key Achievements

• Led successful field testing of OnStar systems across six GCC countries, resulting in faster regional rollout and approval.

• Led training programs to onboard new engineers, increasing efficiency and technical knowledge. Motorola Mobility

Jan 2009 – Sep2011 Technical Account Manager – MENA

Drove Mobile phone software integration into different stages of development and followed up with different teams to eliminate issues until product is ship authorized.

Managed technical issues resolution projects by working with different teams like engineering development teams.

Led products Type Approval process with local authorities in different countries in MENA and led portfolios Localization.

Led new products technical trainings for front line salesmen, partners and merchandisers by holding regular training sessions to provide them with required product technical background and knowledge.

Key Achievements

• Established strategic partnerships with carriers across the MENA region, leading to a 25% increase in market penetration for Motorola products.

• Streamlined the Type Approval process with local authorities, reducing approval time by 30% for new products.

Sep 2007-Jan 2009 Field Technical Support Engineer

Field-tested different wireless technologies (GSM, CDMA, and LTE) in MENA, to ensure product quality according to Motorola’s quality standards and guidelines.

Worked with different SW provider teams internationally and Products Engineers to report HW/ SW failures & followed up through resolution in next releases

Performed mobile phones automated drive tests to check phone-network compatibility, and ran a field drive test in different countries (UAE-GSM/GPRS and Yemen-CDMA). Key Achievements

• Improved product quality by identifying and resolving network compatibility issues, resulting in a 15% reduction in service complaints.

EDUCATION

BSc IN COMPUTER ENGINEERING, 2007

American University of Sharjah (AUS), UAE

Minor study in Engineering Management.

Certifications and Training

• PMP training certified.

• Agile Project Management

ADDITIONAL INFORMATION

Languages: Fluent Arabic and English, written and verbal communication. Technical Proficiencies: Windows, MacOS, Microsoft exchange, Microsoft office suite, SAP, CRM

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