Magdy Ahmed, MBA, PMP, ITIL®,CIW

Mobile: Egypt : +2010 68 821 821 E-mail: Magdy.Ahmed@hotmail.com

http://www.linkedin.com/in/magdyahmed Profile Summary: With a customer first mindset and a comprehensive 12 years in Contact Center

Operations Management, Customer Experience, Performance Management and Continuous

Improvement functions in Telecommunications field, I have built and evolved customer success

management in TE Data by continuously improve the quality of the services and overall experience

provided to them.

I was responsible for managing TE Data Egypt’s largest ISP’s Technical Support Contact Center Operations;

as a head of first and second level tiers then since 2010 till present I’m responsible for managing TE Data -

Customer Service Dept. Planning and Performance Management function.

That has enriched my skills in:

Transform TE Data’s strategic objectives into manageable actions in a form of a business plan, initiatives and projects for each division in customer care dept., using the BSC – Balanced Scorecard and its associated KPIs scheme. Managing CS Dept. business performance against the corporate strategic goals through a well-structured/centralized performance management framework/dashboard.

Contact Center operations management for both voice & non-voice transactions, through a well-defined framework, policies and procedures, in compliance with TE Data quality management guidelines, and that maximizes the functionality of the Contact Center and staff potential.

Analytical skills including analysis development and reporting capabilities, that can turn data into decisions to continuously drive business performance through identifying improvements and maintaining the quality of the services provided to the customers.

Manage TE Data customer’s satisfaction and experience, conduct Qualitative and Quantitative researches, CSAT, NPS & Customer Effort Score [CES], based on MCKINSEY framework including:

- Traditional & digital channels [Phone, Email, Fax and Click to Call] - Digital Channels [Chats, Forums, FAQs, Personal Accounts, Self Service Portal & Social Media]

Exceptional knowledge and experience managing complex and high value customer facing projects:

- Telecommunications & Network Management tools. - Self Service Portal & Mobile Apps. - Online chat support & Online Communities - Help desk & Trouble Ticketing Systems - Content Management System [CMS] - E-Commerce & Online Payment - Customer relationship management - Customer Satisfaction Research T&T - Performance Management Dashboard - Learning Management System – LMS - Knowledgebase Platform - Troubleshooting automation – IBM BPM

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Skills & Specialties

Business Performance Management Employees Performance Strategic Business Planning Employee Satisfaction and engagement Contact Centers / Online Chat Support Training & Development Telecommunications Business Process Management ADSL Technical Support Business Analytics & Big Data Digital Photography BSC – Balanced scorecards Social Media & Digital Channels , Chat and FAQs Customer Satisfaction Research Self Service Portal Knowledge Management/ Systems

Education & Qualifications

ESLSCA Business School, Master of International Business Administration (MIBA)

Bachelor of commerce [B.Com] - Ain shams University

Diploma in IBM Information Technology [IBM professional training program]

o CIW association: web page authoring (advanced html), network, internet.

o CIW professional application developer.

PMI - Project Management Professional (PMP)®- # 1904207

ITIL® Foundation Certified - # GR750141569MA

Professional Trainings Accomplished:

Certified COPC® Implementation Leader (CSPs), Release 6.0

Middle East Call Centre 2015 Conference & Exhibition - Dubai

Gamification Mindset – SeGateam Egypt

SIMDUSTRY® Business Simulation – Wellness Training.

Authentic Leadership Program - Life Coaching Egypt.

The 7 Habits of Highly Effective People for Managers - Leadership Training and Consultancy-LTC.

Business Process Framework (eTOM) TM Forum Online Community.

PMI’s Project Management Professional (PMP) ® - PM House institution.

Strategic Insight.

Languages:

Arabic, mother tongue English, fluent [speaking, writing, reading]

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German [Basic]

Experience & Achievements:

Mar 2010 – Present - | TEData –Egypt |CS Dept. | Planning & Performance Management Unit Manager

Build and manage the implementation of an integrated & well-structured Performance Management framework and systems for TE Data – Customer Service Dept. including the target setting processes, developing balanced scorecard and performance measurements key-controls that would govern achieving the business objectives efficiently.

Identify necessary critical success factors and correlate these with customer satisfaction surveys KPIs, measures and weights in order to determine the performance levels required to sustain & increase the commercial and financial growth of TE group.

Prioritize the improvements plans and monitor its development through a data driven approach collected across projects & initiatives listed in each division’s business plan.

Manage the review of performance of the customer service department against the set KPI targets and budget, accordingly, the main key areas of unsatisfactory performance are identified and potential performance improvement opportunities are capitalized upon. Communicate and report the performance against the business plans baselines.

Aug 2009 till Feb 2010 | TEData –Egypt | CS Dept. | Second Level Technical Support Section Head

Feb 2008 – July 2009 | TEData –Egypt | CS Dept. | Second Level Technical Support supervisor

April 2006 - Jan 2008 | TEData –Egypt | CS Dept. | Technical Contact Center Supervisor

January 2005 - March 2006 | TEData –Egypt | CS Dept. | Customer Care Senior Specialist

Achievements:

Implement a knowledge management approach for all customer facing employees in TE Data

TE Data Contact Center Technical Guides & i1977 7 Technical Forum – online chat support.

Develop a well-structured/Centralized Performance Management Framework for TEData’s Customer

Service Dept. aligned with TE Data’s corporate objectives.

Implement CS dept. performance management dashboard using the latest tools capitalizing on big

data technological advantages.

Successfully Created/Managed a well formed Customer Satisfaction Research & Development

program, which enable us to Increase TE Date’s customer’s satisfaction Index dramatically.

Honors:

2011 Best Improvement Project – Customer Service Dept.

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2012 Most Innovative Idea – Customer Service Dept.

2013 Best Manager – Customer Service Dept.