أحمد إبراهيم الغمراوي

Lately doing Some freelancer Jobs

Event coordinator - Sial Middle east Event
Logistic coordinator - Tawzea Distribution &Logistic Service
Event Supervisor - Vibes events
Mystery Shopper - Automobile industry

One Year Contract

∙ Maintains administrative workflow by studying methods; implementing cost reductions; developing reporting procedures.
∙ Resolves administrative problems by analyzing information; identifying and communication solutions.
∙ Maintains report with managers, and employees by arranging continuing contacts; researching and developing new services and methods; setting priorities; resolving problem situations.
∙ Maintains suggestion system by directing and controlling administrative technical aspects in accordance with management directives.
∙ Maintains continuity of work operations by documenting and communicating needed actions to management; discovering irregularities; determining continuing needs.
∙ Provide guidance to direct reporting staff in the development, analysis and preparation of reports in line with the established policies and procedures, review accounting reports for accuracy and completeness.
∙ Maintain records of personnel-related data (payroll, personal information, leaves, turnover
rates etc.) in both paper and the database and ensure all employment requirements are met
∙ Assist in performance management procedures.
∙ Schedule meetings, interviews, etc.
∙ Coordinate training sessions and seminars.
∙ Produce and submit reports on general HR activity.
∙ Assist in ad-hoc HR projects, like collection of employee feedback.
∙ Support other functions as assigned.

Business Partner for DHs and Advisor for Store General Manager
 Lead & Develop store team
 Implement all HR Policy & Procedures in the store
 Manage Employee Relations ( Absence, Grievance, Sickness, Leave etc) in store
 Ensuring all documents are as up to date as possible within electronic filing systems.
 Managing and Maintaining the document control system
 Prepare with Store Management Team the Manpower Planning & Recruitment
 Focus on Talent Management and Succession planning in Store
 Do MSS & SP Action Plans for the store
 Train & Support DH & SM on performance Appraisal Process
 Implement the training plan in the store
 Implement HR DOA in his store

• Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning
• Manage and increase the effectiveness and efficiency of Support Services (Reception, Customer Service, Typist, Data Entry &Operation Team ), through improvements to each function as well as coordination and communication between support and business functions

• Develops systems by developing customer interaction and systems, designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

• Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs;

• Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Implement HR policies, procedures for IAT and liaise with the Directorate Personnel Department to ensure HR related information is disseminated accurately.
• Ensure that all staff are familiar with HR policies and procedures.
• Maintain accurate personnel files and ensure that all documents required by auditors are provided by staff.
• Liaise with the Directorate recruitment Department to source candidates, arrange interviews, and conduct interviews.
• Manage the arrival process for new hires liaising with the relevant departments to organize flight and hotel bookings Facilitate housing and visa arrangements.
• Provide orientation to IAT and UAE.
• Manage Exit process for departing staff ensuring that all exit requirements are met and end of service payment have been received .Ensure accommodations are vacated and residence visas canceled .
• Maintain an open door policy to deal with all staff HR and welfare issues .Respond to staff requests swiftly, effectively and maintain communication to resolution.
• Reporting to Senior Manager.
• Responsible for ensuring that all staff employed by IAT has the legal right to do so by facilitating the visa process for an employee and family’s initial entry to UAE and subsequent residency.
• Giving help and advice to staff on government issues.
• Liaise with the Personnel department with the social orientation program for new arrivals which will involve airport pick-up’s and opening bank accounts, sourcing furniture, assisting with school placements …etc.
• Responsible for departure process for resigning staff which will involve housing checks and clearance

• Guide team to perform in consistence & complied with process set
• Identify operation cycle constrains & recommend technical requirements.
• Recruiting for Call Center industry, acting account owner for various outsource call center projects (eg.CIB, United Bank, Ahli United Bank)
B. Planning
• Maintain updated accounts schedules & status
• Review database updates weekly

C. Operation
• Effective communication with Accounts Owners
• External accounts visits to follow up & confirm accountability
• Conduct interviews within time frame
• Perform inbound & outbound calls activities
• Assist Finance in collection activities


D. Reporting

• Account status report
• Monthly status report


E. Training

Conducting Call Center training and orientation in:

• soft skills
• Foundation of Customer Service
• Complaint Handling and Resolution
• Customer Types and Behavior
• Customer Relationship Management
• Master Inbound & Outbound Skills
• AT&T Diploma for Call Center Agents & Team Leader

• Working as a Team leader and technical support for escalated issues
• Responsible for organizing 150 agent working schedule and days off with Vodafone Workforce department
• Handling hard calls and customers complaints personally in order to solve the problems
• Reporting to call center managers
• Guarantee that all agents are following the schedule and monitoring adherence through Vodafone applications
• Making quality reports to evaluate the agents/supervisors performance
• Follow up the HR process and guarantee manpower stability
• Interview new call centre agents
• Training the new agents with Vodafone products, policy and procedures
• Contacting other Vodafone departments in order to solve escalated cases
• Responsible for data entry project with the manpower of 75 agents
• Making investigations and one on one meetings