Ahmed Abdulkader

Responsible for evaluating customer experience initiatives across public and private sectors through in-depth assessment of CX strategies, end-to-end customer journeys, service design, and innovation frameworks.
My role included judging and evaluating submissions across the following award categories

• Best Change and Business Transformation
• Best Customer Experience Innovation
• Best Customer Experience in the Non-Profit Sector

The role involved reviewing and analyzing key performance indicators and measurable outcomes such as NPS, CSAT, CES, FCR, SLA, and operational efficiency, ensuring strong alignment between strategic objectives and tangible customer impact.

Contributed to benchmarking and scoring submissions against international CX standards and best practices, while maintaining the highest levels of fairness, objectivity, confidentiality, and professional integrity.
Actively participated in expert judging panels, validated evidence-based results, identified excellence and improvement opportunities, and supported the final selection of award winners based on measurable value, sustainability, and real customer outcomes.

• Develop and implement operational strategies to meet service level agreements (SLAs), customer satisfaction goals, and productivity targets.
• Align contact center and back-office operations with overall business objectives.
• Drive continuous improvement through process optimization and digital transformation initiatives.
• Manage day-to-day operations of contact center (inbound, outbound, live chat, email support) and back-office teams (data processing, order management, admin tasks).
• Oversee workforce planning, scheduling, and resource allocation to handle call volumes and back-office workload.
• Conduct performance reviews, set objectives, and develop training plans for team leaders and agents.
• Prepare and manage the operational budget for contact center and back-office functions.
• Lead automation initiatives (AI chatbots, CRM enhancements) to improve speed and accuracy.
• Monitor KPIs like AHT (Average Handle Time), FCR (First Contact Resolution), CSAT (Customer Satisfaction), backlog aging, and turnaround time.
• Ensure operational compliance with policies, regulations, and quality standards.
• Managed scheduling and staffing to maintain adequate call center coverage.
• Optimized workflow procedures with strategic planning and team coordination.
• Led, coached, and motivated call center agents to deliver exceptional customer service.
• Boosted productivity through enhanced performance monitoring and motivational strategies.
• Implemented data-driven decision-making to shape business strategies and improve operations.
• Established effective communication channels to enhance customer satisfaction and resolve issues timely.
• Built relationships with stakeholders through consistent engagement and transparent communication.
• Manage Internal and External projects
• Improved operational efficiency by streamlining processes and implementing strategic plans.

• Created customer journey by reviewing touchpoints for comprehensive coverage.
• Enhanced CX strategy, reducing costs while increasing revenue.
• Developed plans for business opportunities and corrective actions to drive continuous improvement.
• Optimized VOC model to improve capabilities and effectiveness.
• Implemented data analysis systems to boost statistical efficiency and quality.
• Analyzed feedback data to identify trends for actionable insights.
• Established tools to align services with customer expectations based on COPC standards.
• Increased CSAT while decreasing operational costs through strategic initiatives.

• Identified issues and provided solutions, enhancing operational efficiency.
• Developed processes in accordance with COPC standards for quality and operations.
• Increased Customer Satisfaction (CSAT) and Net Promoter Score (NPS) through effective problem resolution.
• Cultivated courteous working relationships, fostering collaboration among teams.
• Rapidly acquired new skills to improve daily task performance and productivity.
• Managed on-site evaluations, internal audits, and customer surveys to gather valuable insights.
• Resolved operational challenges while delivering exceptional service to clients.
• Led projects that analyzed data to uncover opportunities for improvement.

• Used quality monitoring data management tools to compile and track performance at enterprise and individual level Participated in customer and client listening programs to identify customer needs and expectations and provided actionable data to various internal support groups as needed.
• Prepared and analyzed internal and external quality reports for management and client review.
• Deliver results against a defined scope of work that includes measurable COPC auditing with other functions, to ensure that they are applying COPC standards and following the correct steps
• Develop, implement and maintain effective internal and external Quality Assurance programs fostering continuous improvement customer experience
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, Performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction
• Speech analytics ,reporting and analyzing the call center volumes and discover the gaps and weakness points or any challenge with the responsible management on time

• Monitored inbound and outbound call, emails responses, technical accuracy, customer service performance, and conformity to company policies and procedures.
• Involved in assisting, developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer experience.
• Participated in design of call monitoring formats and quality standards
• Performed call monitoring and provided trend data to site management and clients and assessed the quality performance of call center associates who deal with existing and potential customers.
• Used quality monitoring data management tools to compile and track performance at enterprise and individual level
• Participated in customer and client listening programs to identify customer needs and expectations and provided actionable data to various internal support groups as needed.
• Coordinated and facilitated call calibration sessions for call center staff and provides feedback to call center team leaders and managers.
• Prepared and analyzed internal and external quality reports for management and client review.
• Train new hire agents, certified them and assisted them till they went into auto pilot phase and performed consistently well on all qualitative metrics.

• Provided VIP customer services to enhance client satisfaction.
• Conducted system activation on Tawasul platform to improve operational efficiency.
• Performed quality assurance analyses to ensure service standards.
• Analyzed calls and generated reports to identify trends and insights.
• Monitored call evaluations to uphold quality benchmarks.
• Increased sales by identifying customer needs through call analysis.
• Trained new agents on best practices and procedures.
• Resolved customer complaints and conducted thorough analyses for improvement.