احمد خليل امام خليل

High Value Customer Care Supervisor (Jan 2016 till present)

 Manage the daily operations of High value customer experience.
 Ensuring excellent customer care is delivered through all contact center channels.
 Responsible for the achievement of department KPI’s and performance goals.
 Inspires and motivates the team to reach operational, team and individual goals.
 Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.
 Review customer complaints, escalations and cases, analyses and report on results.
 Complete other projects as assigned.

Vendor Management Senior Specialist (Jan 2015 till Jan 2016)

 Responsible for the commercial operations of ECCO & ESNAD BDO (outsourcing Companies for Vodafone).
 Preparing the Operational KPI's and communicating them to the Vendor management.
 Setting the plans and strategies that would be followed by the Vendor management.
 Preparing daily and monthly management reports about the business performance.
 Observing the vendor's Performance and giving the support to achieve their KPIs.
 Coaching junior staff and provide assistance to their management.
 Ensuring a world class customer service delivery by the vendor management.

CC Senior Representative Premium
(Dec 2012 - Jan2015)

 Providing Vodafone Egypt Premium customers with a world class services and respond professionally to their inquiries.
 Ensuring customer satisfaction by applying first call resolution and Net Promoter score’s concept.
 Following up on the issues and provide timely feedback to the customers.
 Creating a smooth communication channel with different departments to resolve customer problems and requests in a highly professional manner
 Helping to enhance the process and procedures based on the customer’s feedback.
 Handling customer complaints and retention professionally.
 Delivering the customer experience excellence.

English and Italian tour manager (Aug 2008 - Dec 2012)


 Domestic and international tour arrangement.
 Guest meeting and assistance at the airport.
 Settings and coordinate transfer schedules for guest.
 Reviewing the tour itinerary with the guest.
 Coordination between the guest and all other stakeholders.
 Arranging with the operation any extra tours.
 Design brochures and invitations.