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AHMED R. — Senior Customer Experience Manager from Egypt

AHMED R.

Senior Customer Experience Manager

Egypt No experience yet
Open to offersNew to Platform
Languages
Arabic
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About

Ahmed Y. is a seasoned Customer Experience Manager with over a decade of expertise in customer operations and more than four years in CX strategy, focusing on the TV/Streaming industry. He specializes in integrating Customer Journey Mapping and Voice of Customer (VOC) programs to boost customer satisfaction, illustrated by his leadership in handling over 2,000 monthly customer interactions. Ahmed excels at creating data-driven solutions, such as developing Power BI dashboards and driving enhancements across product and service lines. His role at OSN involves aligning customer experience strategy with quality assurance, identifying friction points to improve self-service tools, and overseeing VOC programs to inform product improvements. Ahmed also has a rich history at OSN, advancing from Quality Team Manager to Customer Service Team Manager, where he developed and coached teams to excel in service delivery.

Experience

  • Customer Experience Manager | Head of Quality

    OSN · 2024 — Present
    Oversaw the integration of Customer Experience strategy with Quality Assurance operations, ensuring a cohesive customer journey at all touchpoints. Addressed customer friction points across technical support, billing, and digital channels, which led to enhanced self-service adoption. Improved operational efficiency by streamlining digital journeys and self-service tools. Conducted comprehensive customer journey evaluations to identify service gaps and reduce customer effort. Managed a Voice of Customer (VOC) program to transform customer feedback into actionable insights for various improvements. Provided insights from analysis of monthly DSAT drivers and customer complaints to stakeholders to enhance service quality. Monitored customer sentiment trends and negative experience

  • Quality Team Manager

    OSN · 2023 — 2024
    Supervised a team of Quality Analysts to maintain consistent service delivery across voice and digital channels. Implemented structured quality frameworks and feedback mechanisms to pinpoint performance deficiencies and enhance service standards. Leveraged quality insights to identify customer pain points and support ongoing improvement initiatives.

  • Customer Service Team Manager

    OSN · 2021 — 2023
    Directed a customer service team dedicated to providing high-quality support and improving key performance indicators. Engaged in coaching and developing agents to boost service quality, customer satisfaction, and first contact resolution. Worked to reduce repeat contacts by tackling common customer issues through process and knowledge enhancements.

  • Customer Service Agent → Trainer → Team Leader

    Xceed Contact Center · 2011 — 2015
    Advanced through various roles, acquiring robust expertise in customer service operations, training methodologies, and team leadership.

Skills & Expertise

DispatchQuality AssurancePerformance ManagementCustomer Service

Education

  • Bachelor of Commerce
    Helwan University · 2006 — 2009